I can't find my invoice or account balance. What should I do?
The location depends on your payment method.
Credit card payments: Go to Advertiser Tools > [Advertiser Name] > Payment > Transaction History. Scroll to the right and click Download to download your invoice.
Wire transfers: Go to Advertiser Tools > Payment > Wire Transfer History. If the Payment section is missing entirely, confirm that you're logged into the correct advertiser account.
My bank confirmed my wire transfer, but the funds aren't showing. What should I do?
First, check Advertiser Tools > Payment > Wire Transfer History.
If the transfer has not appeared after 7 business days:
Contact your bank to confirm the payment was successfully sent and not returned.
Request a SWIFT receipt or payment confirmation.
Contact support via live chat or email booking.sponsoredlistings@koddi.com with the confirmation so we can trace the payment.
Can I transfer funds between advertiser accounts?
No. Funds cannot be transferred between advertiser accounts.
Each advertiser account must be funded separately using either:
Credit card
Wire transfer
If you need to reorganize your account structure, contact support to discuss the available options.
Can I change my account currency?
No. The account currency is selected when the advertiser account is created and cannot be changed afterward. If you need a different currency, contact support via live chat or email booking.sponsoredlistings@koddi.com. Depending on your situation, creating a new advertiser account may be the best option.
The billing name or address on my invoice is incorrect. Can it be changed?
Yes, but only before payment is made.
To update your billing details:
Go to Advertiser Tools > Payment > Manage > Billing Details.
Update the billing information.
Generate a new invoice.
If the invoice has already been generated, contact support to void and reissue it with the updated billing information before the payment is sent.
I generated a wire transfer invoice by mistake. Can I cancel it?
Yes. If payment has not been sent, contact support via live cha or email booking.sponsoredlistings@koddi.com and request that the invoice be voided. The invoice will remain in your history with a Void status, and no payment will be required.
I need vendor or compliance documents (W-9, tax ID, bank details). How do I get them?
Visit the Billing and Compliance Documents article for available documentation, or contact support via live chat or email booking.sponsoredlistings@koddi.com. Be sure to specify which documents your finance team requires (for example, a W-9, tax ID, or bank details).
Can I pay using SEPA or ACH?
Yes. Both payment methods follow the standard wire transfer process.
Generate a wire transfer invoice under Payment > Wire Transfer.
Use the bank details provided on the invoice.
Additional guidance:
ACH (US): Include the routing number.
SEPA (EU): Leave the routing number blank.
Allow approximately 3–5 business days for processing.
My credit card payment failed. What should I try?
A failed payment is often caused by your bank's 3D Secure verification. Try the following:
Retry the payment in a different browser.
If the verification code field doesn't accept input, switch browsers and try again.
If the payment continues to fail, contact your card issuer to confirm they aren't blocking charges to Koddi Inc.
Do I need separate advertiser accounts to receive separate invoices?
Yes. Invoices are generated at the advertiser account level. If separate hotels or billing entities require separate invoices, each must have its own advertiser account.
Contact support if you'd like guidance on the best account structure for your portfolio.
What's the difference between Campaign Budget, Ad Group Budget, Current Balance, and Total Balance?
These values serve different purposes.
Term | Definition |
Current Balance | Funds currently available for campaign spend. Campaigns only run while the Current Balance is positive. |
Total Balance | Current Balance plus pending incoming payments, such as wire transfers that have not yet cleared. Pending funds cannot be used until they become part of the Current Balance. |
Campaign Budget | The maximum amount a campaign can spend during its selected budget period (daily, weekly, monthly, or custom). |
Ad Group Budget | A spending limit for an individual ad group. It cannot exceed the Campaign Budget. |
Think of it as a hierarchy:
Current Balance is the pool of available funds.
The campaign budget determines how much a campaign may spend from that pool.
The ad group budget limits how much an individual ad group within the campaign may spend.
My campaign or ad group didn't spend its full budget. Can I get the remaining budget back?
No, because unspent budget is never deducted from your account. Campaign and ad group budgets are spending limits, not prepaid amounts. For example, If an ad group has a budget of $500 but only spends $300, the remaining $200 was never charged. It simply wasn't spent.
Your Current Balance is reduced only when travelers click your ads.
Any unused budget remains available in your account and can be used by future campaigns.
If you believe you've been charged more than your campaigns actually spent, contact support with your Advertiser ID and we'll review your transaction history.
Need help?
Our team is here to help. Reach out via Live Chat 💬 in the platform, email us at booking.sponsoredlistings@koddi.com, or browse the Help Center for additional guides and resources.