Why did I get charged $200 for TikTok ads after spending only $20?

[Shopteeks]

Hi, i spent $20 on tiktok ads and i still got charged the $200 credit when i was supposed to be credited this. Who can i contact and fix this .  Thank you 

[Moira]

Hey @Shopteeks,

Welcome to the Shopify Community!

Once you downloaded the TikTok app on Shopify, did you see a banner explaining the credit program and what type of ad credit your account is eligible to receive? I ask this because the program is only open to a limited number of invited Shopify merchants. You can read more about eligibility below:

• TikTok Promotional Credit Program for Shopify

All eligible Shopify merchants will receive the ad credit after meeting the spend threshold within 14 days of TikTok Ads Manager registration.

If you would like to learn more about how TikTok can help your business, we have a fantastic thread with tips and tricks that you can use to enhance your sales through TikTok marketing techniques:

• TikTok Part 1: The Social Media Platform Your Business Needs To Be On - Shopify Community

If you have any questions please feel free to thread those below!

[Devuserkw]

I'm having this problem too. My credit is 500 euros but I just got charged on my PayPal account.

How can I get my money back or ensure that the credit is being used and not my PayPal account while I have credit still?

Thanks

[Moira]

Hey @Devuserkw 

The ad credit can be spent in either your TikTok Ads Manager account or within the TikTok App on Shopify. How ad credits are claimed will depend on the payment method you use on your TikTok Ads Manager account: manual or automatic. 

For accounts using the manual payment method, the ad credits will be used before the account balance is applied. For example, once you've received your ad credit, we will bill any charges against your ad credit before using your account's balance. 

For accounts using the automatic payment method, your ad credits will be received after paying your account's balance. These ad credits will then be applied first before charging your account on your next campaign. For example, once you successfully spend required amount of advertising fee and pay the bill (excluding tax and ad credit), within required time period and claim the credit, then when you start to run a campaign, the credit will be used first before billing your account. 

If your account has been flagged for safety reasons due to irregularities on the account, your ad credit may get blocked in receiving the ad credit. Please file an appeal on TikToks advertiser support system. You can submit a ticket here or go to your TikTok Ads manager account and click on the question mark in the top-right corner. 

[AddisonLotus]

Was this ever resolved? I just had the same thing but it never even told me what the credit amount was. Just to create a campaign. And then Tiktok automatically spent and charged me almost $200. 

[Moira]

Hey @AddisonLotus,

I suggest filing an appeal on TikToks advertiser support system. You can submit a ticket here or go to your TikTok Ads manager account and click on the question mark in the top-right corner. 

[AddisonLotus]

I have. And they are absolutely no help. They want a screenshot of it, but of course I don't have it because, why would I? And once I clicked on it, it disappeared.