If your TikTok ad credit was deducted incorrectly, frozen without cause, or withheld after you met all qualifying conditions, you can appeal directly to TikTok Customer Support through the in-platform ticketing system in TikTok Ads Manager.
TikTok’s Coupon Terms explicitly state that if you qualified for an offer but did not receive the credit within the stated deadline, or if your credits are frozen, you can appeal to the TikTok Customer Support Team, who will verify your eligibility and take the appropriate action.
Before You Appeal: Confirm the Deduction Is Actually an Error
Some credit reductions are expected behavior, not errors. Check these before filing:
- Credit was fully consumed: Go to Tools, Payments, Promotions in Ads Manager. A credit that shows 100% in the Percent spent column and zero in the Unused amount column has been legitimately consumed, not incorrectly deducted.
- Credit expired: Credits that pass their expiry date are moved to the Not available tab. This is automatic and not reversible through an appeal.
- Credit was not assigned: Assignable credits that were never linked to a campaign will not be consumed. They do not disappear unless expired. Check the credit type column for your credit.
If none of the above explains the discrepancy, your situation is likely eligible for appeal.
How to Submit an Appeal for Incorrect Credit Deduction
Method 1: Via Ad Assistant in Ads Manager
- Log in to TikTok Ads Manager
- Click the? (question mark) icon in the top-right corner of the page
- In the Ad Assistant window, click Get support
- Select Payment and Billing as the issue category, then select Promotions and Credits
- Describe the issue clearly: include the credit name, the expected amount, the amount actually remaining, and the date you noticed the discrepancy
- Attach a screenshot of the Promotions page showing the current credit status
- Click Submit
Method 2: Via the Promotions Page (For Suspended Coupons)
If your coupon has been suspended due to a risk control flag, an appeal option is available directly inside the interface:
- Go to Tools, Payments, Promotions in Ads Manager
- Locate the suspended coupon in the Available tab
- Click the appeal option that appears alongside the suspended status
- Submit your appeal with the relevant account and credit details
What Happens After You Submit
TikTok’s support team will verify your eligibility based on your account history, spending data, and the terms of the specific promotion. Response times are typically one to two business days.
If the deduction was confirmed as an error on TikTok’s side, the credit will be reinstated. If TikTok determines the deduction was correct, the decision stands. Per the Advertising Credit Terms and Conditions, ad credits are non-refundable and have no cash value, so reinstated credits return as advertising balance only, not cash.
Note: TikTok reserves the right to withdraw credits if your account is in violation of its advertising policies at the time of the deduction. Appeals for accounts with active policy violations may not be approved until those violations are resolved.
Frequently Asked Questions
Can I appeal a credit that expired with an unused balance?
No. Expiry is governed by the terms accepted at the time the credit was issued. TikTok does not reinstate expired credits through appeals, regardless of remaining balance.
How do I know if my credit was suspended or consumed?
A consumed credit shows 100% in the Percent spent column and moves to the Not available tab after use. A suspended credit remains in the Available tab but shows a suspended status with an appeal option. Both are visible in Tools, Payments, Promotions.
What details should I include in my appeal?
Include your account ID, the credit name, the original credit amount, the current remaining balance, the date the issue was noticed, and a screenshot of the Promotions page. The more specific you are, the faster TikTok can verify and resolve the issue.
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