What happens if I dispute a card payment?

A card dispute on a wallet payment removes the amount from your wallet and pauses all of your workspace's campaigns until our support team clears it.

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What happens when I dispute a payment?

If you ask your bank to reverse a wallet payment (a chargeback), Adwave does the following:

The disputed amount is removed from your wallet. This is the one case where a wallet balance can go below zero.
Auto-refill turns off.
All campaigns in the workspace pause.
We email you to explain what happened.

While a dispute is on the wallet, payments go through checkout instead of a one-tap charge to a saved card.

Why are all my campaigns paused?

A card dispute pauses every campaign in the workspace, not just one. Campaigns stay paused until our support team reviews the dispute and clears it. This protects you and us from running ads on money that is being reversed.

How do I get my campaigns running again?

Contact support from the email address on your account and tell us about the dispute. Support reviews it and clears the hold. If the bank returns the disputed funds to us, the wallet credit is restored automatically.

Where can I see the dispute?

The Wallet page lists every disputed payment and where it stands: withdrawn while the bank reviews it, or returned.

Should I contact support first?

Yes. If a charge looks wrong, contact support before you dispute it. Many questions are answered by your wallet activity, which shows every deposit, campaign day, refund, and credit with its reason. See When do I get a refund or credit?