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Payment or Balance Issues

Troubleshoot failed payments, balance questions, and charges

Billing issues usually fall into a few categories. Here's how to troubleshoot each.

My Payment Didn't Go Through

If an attempt to add funds fails:

  1. Verify your card details — re-enter the card number, expiry date, CVV, and billing address. A single wrong digit causes a decline.
  2. Contact your card issuer — banks sometimes block transactions from new online merchants by default; a call to authorize the charge usually clears it.
  3. Try again or use a different card — a temporary decline often clears on a second attempt or with another card.
  4. Contact Savo support — if payments keep failing, contact support with the error message shown on the payment screen.

My Balance Is Lower Than Expected

Your Usage page shows your Wallet balance and the amount Reserved (campaigns). Reserved funds are held by campaigns that are currently active or scheduled, and stay held until the campaign closes and final consumption is calculated. If your balance looks lower than expected, check the Money activity feed on the Usage page to see recent reservations and charges, and note how much is currently reserved by running campaigns.

I See a Charge I Don't Recognize

All charges correspond to campaign activity. To investigate, open the Money activity feed on the Usage page and find the entry — its description shows the campaign it relates to. Open that campaign in the Campaigns section to see session counts and cost detail. Campaigns reserve funds at launch (Participants × Target Minutes × $0.50) and draw from that reservation as sessions complete, so a charge after a campaign closes reflects final consumption against the reserved amount.

My Campaign Won't Launch Due to Insufficient Funds

If the campaign wizard blocks launch for insufficient funds, check the reserved amount for the new campaign (shown at Step 3 (Audience) and Step 7 (Review & Launch)) against your available balance, remembering that funds reserved by other campaigns aren't available for a new one. If you're short, go to Billing → Usage → Add Funds to top up, then launch again.

Refunds

If you need a refund, email support@savo.ai and the team will help.

Still Having Issues?

Contact Savo support with a description of the issue, the date and approximate time of the transaction, the amount involved, and any error message shown.