Understanding Campaign Pausing & Credit Policies

Overview

To keep your marketing running smoothly, your Cloudbeds account needs to be in good standing. If your billing status is in an overdue or cancellation status, your campaigns will pause immediately to prevent any unintended charges. If an account remains expired or canceled for more than 90 days, any remaining credit balances will be reset.

Why was my campaign paused?

Think of Cloudbeds Digital Marketing like a car—it needs fuel (credits) and a clear road (active billing status) to keep moving. We automatically pause campaigns under the following conditions:

• Unpaid Invoices: If your invoices go unpaid, we’ll automatically pause any campaigns. This protects you from accruing costs on an account that isn't fully active.
• Cancellation Requests: If you’ve requested to cancel your Cloudbeds services, your campaigns will be paused as part of the offboarding process.
• Budget/Credits Pause: To prevent negative balances caused by reporting latencies from advertising partners, campaigns are automatically paused when the remaining credit reaches a threshold equivalent to the average daily expenditure. This allows for accurate spend reconciliation and to prevent your credits from accumulating a negative balance.

Adding Funds & Top-ups

If an account remains in a restricted billing status for more than 7 days, the ability to manually add credits or use the "Auto-refill" feature will be disabled. We do this to ensure you aren't putting more "fuel" into a car that isn't cleared to drive yet.

Once your billing status is returned to "Good Standing," all automation—including your campaigns and top-up settings—will revert to their previous active state.

Our Credit & Refund Policy

We want to make sure you get the most out of every dollar you put into your marketing. Please keep the following policies in mind:

• No Refunds on Credits: Per our Terms of Service, any unused marketing credits are non-refundable upon account cancellation.
• The 90-Day Rule: If your account is canceled or remains in an expired status for more than 90 days, any remaining credit balance will be reset to zero.
  • The Good News: If you return to Cloudbeds and reactivate your campaigns within that 90-day window, your credits will be right there waiting for you.
• Managed DMS: For Managed DMS customers, all outstanding commissions must be settled prior to account closure.

Summary of Digital Marketing Actions by Account Billing Status