Why is my TikTok ad paused despite sufficient funds?

[Triston77]

My tiktok ad is paused and saying I have Insufficient funds but I already put 20 dollars and it is saying on my statement that it charged the 20 but is pending I already did it once with 20 dollars and it went through perfectly fine but the second time it has paused my TikTok ad for insufficient funds even though it already charged me how do I fix this

[Olivia]

Hi, @Triston77!

Welcome to Shopify Community.

Thank you for connecting with our network and sharing our question. If any other merchants have experienced this issue and have a solution, I encourage them to share it with us here.

Alternatively, I'd like to emphasize that Tik Tok is a third-party platform and Shopify is unable to troubleshoot or speculate what the issue might be regarding your ad campaign. To get the best support with your issue, please connect with their support team directly. 

To reach out to them, use the following two options:

1. Click on "Get Support" within your Tik Tok app
2. Create an account on their support portal to create a new ticket request

I trust they will be able to help you resolve this. Once you have heard back from them, please do circle back to share the solution for future readers.

Warm regards,

[flareAI]

Hello @Triston77,

I'm Gina - Product Manager at flareAI. flareAI has helped Shopify stores generating $5 million in sales from Google Search, on autopilot.

If it's helpful to you, please let me know by giving it a like or marking it as a solution.

Refer to this documentation on troubleshooting the Insufficient funds error. 

As TikTok is a third-party app, it is better to contact the Support team and get help.

If you found the answer helpful consider supporting the Shopify Community by giving it a Like + Accept the solution.

Gina
flareAI

[Olivia]

Thanks for contributing to this thread, @flareAI!

I appreciate you sharing the documentation from Tik Tok on this particular error. I trust that will be incredibly helpful to our merchants experiencing this.

Warm regards,

[Pedapickles314]

Hello, if you haven’t figured it out. I had the same problem, but fixed myself. 

I used my laptop logged into Shopify and went to my sales channel in my Shopify admin, click TikTok and clicked manage payments. It is going to redirect you to give TikTok permission and login and verify(they do it every time for safety and security). Once all of that is done you will see the balance that is owed and you will be able to chat with them.