Support & escalations

At Threasury, we aim to provide fast, reliable, and clear support so you can run your ads without interruptions.

This guide explains our service levels, typical response times, what qualifies as urgent, and the best way to get help quickly.

1. Typical Response Times

Response times depend on the type of issue, time of day, and support load.

Here’s what you can expect:

📌 Standard Support

Average response time: 2-10 minutes
Available during working hours (shown inside dashboard)
Covers general questions, setup help, billing queries, rule setup, etc.

📆 Off-Hours Support

Average response time: 2-7 hours
Responses may take longer outside working hours
Only urgent issues are reviewed during off-hours
Normal questions will be handled next working day

Top ups for Instant Topup regions will be performed instantly using our apis, the regions which do not have instant topup will be performed in 2-10 minutes during working hours and in 2-7 hours if requested outside working hours

Actual response time may vary depending on message volume, weekends, and holiday load — but we aim to reply as fast as possible.

2. What Counts as an Urgent Issue?

Urgent issues are problems that directly affect your live spending, delivery, or risk the stability of your campaigns.

An issue is considered URGENT if:

Your ads have stopped spending suddenly
An ad account is restricted or shows a warning that may affect delivery
Your top-up is not reflecting and balance is about to run out
A top-up was assigned to the wrong ad account and needs immediate correction
An unexpected block (domain/page/payment) is stopping critical campaigns
Your page becomes unpublished or restricted, and ads stop

Not urgent (handled as standard support):

General onboarding questions
How-to queries (rules, wallet, fees, etc.)
Billing clarifications
Asking for new ad accounts (non-emergency)
Requests to review creatives or website
Feature-related questions

3. Best Way to Get Fast Help

To receive the fastest possible assistance, always follow this checklist:

A. Provide ALL relevant details clearly

Include:

Ad account ID
Screenshot of the issue
Error messages exactly as shown
Steps you already tried

The more complete your message is, the faster we can resolve it.

B. Use the Correct Support Channel

Inside your dashboard, use:

1. WhatsApp / Slack Dedicated communication channel

Best for urgent issues

2. In-app Chat support

Good for urgent issues

3. Email Support

Best for documentation-heavy queries
Not ideal for emergencies

Do not message us with the same query on multiple support channels, this can delay replies and increase load unnecessarily

4. What We Can & Cannot Do

We can:

Fix wallet and top-up issues
Help you understand policy-related warnings
Assist with compliance guidelines
Check ad account health
Provide recommendations to avoid bans
Move unused top-ups if added to the wrong account

We cannot:

Guarantee approvals of ads or appeals
Override restrictions
Change spending limits manually
Fast-track creative approvals
Support greyhat or policy-violating activities

5. Service-Level Transparency

We aim to provide:

Fast, honest communication
Clear explanations
Realistic expectations
Immediate status updates when escalations are needed
Resolution-focused support rather than generic replies

6. When Support Might Be Slower

You may experience delays during:

Major Media channel outages
Festivals, weekends, or holidays
Extremely high ticket volume

Even during these periods, urgent issues are prioritized.

7. Final Notes

Support is here to help you run ads smoothly and safely.

The fastest way to resolve issues is to:

Provide all details
Use the correct support channel
Follow the emergency guidelines
Keep your account compliant
Read through our guides for answers before contacting support

Updated on: 06/01/2026

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