Account errors

Account errors

When an account has an error, the ads in that account are not running. Any errors are displayed in the Errors column within the Accounts Summary page. Depending on the issue, you can fix the error yourself, or you may need to contact Microsoft Advertising support for assistance.

Errors that you can fix yourself

Error	Description
Hold	If you have postpay threshold billing, we have placed a hold on one or more of your accounts because charges were declined for your preferred payment method. You will need to use a different card or payment method to pay your charges.
Paused: No Valid IO	You need an active insertion order before your ads can run. Learn more
Paused: Zero Balance	You need to add funds to your prepay account before your ads can run.
Pending: No payment method	You need to add a credit card or other payment method before your ads can run.
Pending: New customer	As a new customer, please make sure that you have completed account setup, including creating a campaign and adding a payment method. Your account and ads will be up and running within 15 minutes after completing setup.

Errors that require you to contact Microsoft Advertising support to resolve

Error	Action required
Hold	If you receive a monthly invoice, we have placed a hold on your account because of an overdue account balance. Please contact support to pay the amount due.
Inactive	Please contact support to reactivate your account.
Paused: System Issue	Please contact support to resolve this issue.

Errors that require no action

Error	Action required
Processing	Microsoft Advertising is settling outstanding charges because the bill-to customer responsible for payment has unlinked from this account. This process can take up to 3 hours to complete. Afterwards, the account owner will need to add a primary payment method to resume ad display.