> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://threasury.crisp.help/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Support & escalations

At Threasury we aim for fast, clear support so you can run ads without interruptions.

This guide covers **service levels**, **hours**, **what is urgent**, and **how to get help quickly**.

# 1. Support hours
When we quote hours to clients, we use **CET only**.

**~5:30 AM – 9:30 PM CET** (summer time).

# 2. Typical response times
### Standard support (during the hours above)
* Average **2–10 minutes**
* General questions, setup, billing, rules, etc.

### Outside those hours
* Average **2–7 hours**
* Urgent issues are reviewed; everything else is handled when the team is next on

### Payments
* **Crypto and Zelle:** typically approved in **5–10 minutes**
* **Bank transfer:** first payment is approved once funds **land**; established clients can be credited on proper proof of payment
* Card / Razorpay / iDEAL / Airwallex Pay: usually **instant** via the app

### Ad accounts
* New accounts and **replacements**: typically **12–24 hours** after approval
* HK-region requests follow **Hong Kong weekdays** (the HK team does not work weekends or HK public holidays)
* Meta / TikTok HK / Google **top-ups** are instant via API, 24/7
* **Snapchat and Pinterest top-ups** are manual (HK-team hours, not weekends)
* **EU TikTok** top-ups are manual, ~9:00–18:00 CET weekdays

|| Actual times vary with volume, weekends, and holidays. Instant-top-up regions still top up via API even outside support hours.

# 3. What counts as urgent
Urgent = live spend, delivery, or campaign stability is at risk:
* Ads stopped spending suddenly
* Ad account restricted / warning that will stop delivery
* Top-up not reflecting and balance about to run out
* Top-up assigned to the wrong ad account
* Unexpected domain/page/payment block
* Page unpublished or restricted

Not urgent: onboarding how-tos, new (non-emergency) ad-account requests, creative reviews, feature questions, billing clarifications.

# 4. Fastest way to get help
Include **ad account ID**, a **screenshot**, the **exact error**, and what you already tried.

Use **one** channel:
1. **WhatsApp / Slack dedicated group**, best for urgent issues
2. **In-app chat**, also fine for urgent issues
3. **Email**, better for documentation-heavy queries, not emergencies

||| Do not send the same query on multiple channels. That slows replies.

# 5. What we can and cannot do
**We can:** fix wallet and top-up issues; explain policy warnings; check ad-account health; move unused top-ups if they went to the wrong account; file appeals **from Threasury’s side** on agency accounts.

For an agency-account restriction, contact Threasury before appealing. Clients should not submit their own appeal from their Business Manager or profile unless Threasury has explicitly told them they may do so.

**We cannot:**
* Guarantee ad approvals or appeal outcomes
* Override platform restrictions or manually raise Meta spending limits
* Support grey-hat or policy-violating activity
* Restore a restricted **personal** Meta/Google ad account (we issue agency accounts after onboarding; we do not unban your existing accounts)
* Provide AdsPower logins or a full pre-built campaign setup. For those assets see [Ecom Parkour](https://ecomparkour.shop/)
* Convert a Meta **CC** account into a **top-up** account (or the reverse). Request a new account in the format you need
* Share passwords, 2FA, or card details in a **group** chat. Those always go by **DM**

### Google verification
On Threasury Google agency accounts, **advertiser verification** can be done **either by you or by our team**. Ask which you prefer.

**Election / political ads certification** (for example India **ECI**) is **client-side only**. We cannot complete that for you; it is tied to the advertiser’s legal identity.

# 6. Calls
Yes, book at [calendly.com/threasury/30min](https://calendly.com/threasury/30min).

# 7. When support might be slower
Platform outages, weekends, holidays, and very high ticket volume. Urgent issues are still prioritised.