Frequently Asked Questions
Q: What are the support team’s working hours?
A: Our support team is available from 10:00 to 18:30 GMT+8, Monday to Friday (excluding public holidays).
Q: What payment methods are supported for top-up? What are the minimums, fees, and processing times?
A: We support bank transfer, Payoneer, Airwallex and credit cards. For crypto payments, please contact support for details.
- Processing time:
- Bank transfer: 1–2 business days
- Payoneer: 1–2 business days
- Airwallex: Instant or within 1 business day
- Credit card: Instant or within a few hours
- Crypto: Contact MB team
- Fees: Vary by method; contact support for current rates.
Q: I can’t log in to Media Blast or don’t receive the verification code. What should I do?
A: Contact support team for assistance.
Q: I can’t create an ad account.
A: Please reach out to support team for help troubleshooting the issue.
Q: I can’t invite users to ad accounts.
A: Media Blast account owner can invite up to 5 users per 24 hours. If you need to invite more users, contact the support team.
Q: I can’t add or reduce balance for the ad account / see “suspended (enveloped)” or “no valid insertion order” in the policy status
A: This usually means your account is restricted or missing a valid insertion order. Contact support team for assistance.
Q: My Media Blast wallet is frozen. What should I do?
A: This can happen due to a timing mismatch between ad account withdrawals and wallet receipts (rare API delay). Support team will help unfreeze your wallet after checking your account.
Q: How are suspended accounts reactivated? What happens to the balance?
A: Submit an appeal on the ad platform. Any balance in suspended accounts will be automatically refunded to your Media Blast wallet within 48 hours.
Q: My payment was deducted, but it’s not showing on the dashboard / it says “no valid insertion.”
A: Sometimes funds are in the account but awaiting activation; the system may take a few hours to refresh. If your campaigns are running normally, you can usually ignore the “no valid insertion” message.
Q: Can I update my company/individual name on my account?
A: Once the KYC is submitted and approved, it cannot be modified. The Media Blast account name will always follow the company or individual name provided in the KYC.
Q: Can I pause my subscription?
A: Yes, please contact the support team for assistance.
Q: How do I request a refund?
A: Contact the support team and email to mb@adcore.com for refund requests.
If you have any other questions or need help, contact the support team anytime!