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

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• Page unpublished or restricted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

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
• 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.

7. When support might be slower

Platform outages, weekends, holidays, and very high ticket volume. Urgent issues are still prioritised.

Updated on: 27/08/2026