How to troubleshoot balance update issues after topping up your account
💡 Why Your Balance Might Not Increase Immediately
When you top up your DSP or MyDSP account, it may take a few minutes for your balance to reflect the change.
If you don’t see an updated balance within 15 minutes, here are the most common causes:
1. The payment didn’t go through
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Make sure the transaction completed successfully.
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If there’s no confirmation, the payment likely failed and no funds were added.
2. The PayPal account used is not authorized
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The PayPal email used for the payment must be the same as the one listed in your Insertion Order (IO).
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Payments from unrecognized email addresses are not accepted, and your balance will not update.
✅ What To Do Next
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Wait up to 15 minutes after the payment.
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Double-check that your PayPal email matches the one on your IO.
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If the issue persists, contact our support team and include:
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Your account email
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Payment confirmation or receipt
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Date and time of the transaction
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