Resolving Billing Questions
Last updated: November 7, 2026
What this is
If a payout looks wrong, an invoice doesn't match what you expected, or a subscription charge needs review, here's where to go and what to send.
Key takeaway: Email pubsupport@audyence.com for everything billing-related, with the right subject prefix and the details listed below. Most questions are acknowledged within one business day. Keep paying any amount you aren't disputing.
Who to contact
All billing questions go to one inbox: pubsupport@audyence.com. Use the table below to label your subject line so the support team can route your request quickly.
If your question is about… | Subject line prefix | Include |
|---|---|---|
A missing or wrong Campaign Order payout | [Campaign Payout] | Campaign Order ID, expected amount, accepted lead count, the payout date you expected |
A Subscription Fee invoice or charge | [Subscription Billing] | Order Form reference, invoice number, charge date and amount, what looks wrong |
A Stripe payout that didn't arrive | [Stripe Payout] | Payout ID from your Stripe dashboard, the campaign(s) it covered, last 4 digits of the bank account it went to |
Tax forms, W-9/W-8, exemption certificates | [Tax Forms] | The completed form as a PDF, legal entity name, entity type |
Legal notices (disputes, indemnification, formal escalations) | [Legal Notice] | See the note below. |
Platform feedback or anything else | [Feedback] | Screenshots, steps to reproduce, the URL of the screen where you saw the problem |
Important: Legal notices must have a subject line starting with "Legal Notice", as required by Section 11.8 of the Publisher Terms.
What to include
The right details up front cut resolution time a lot. For any billing question, include:
your publisher account name and the email you log in with
the Order Form or Campaign Order ID the question is about
the amount in dispute and the amount you expected
the date the charge or payout happened (or should have)
screenshots of the platform (for example, the Campaign Order detail page) and, if relevant, your Stripe dashboard
the outcome you want: a correction, an explanation, a credit, or a follow-up call
Good-faith disputes
Section 4.1 of the Publisher Terms and Conditions recognizes good-faith disputes: Subscription Fees "subject to a good faith dispute" are excluded from the up-front payment requirement. If you raise a billing question in good faith and clearly name the disputed amount, that part is set aside from automatic suspension and interest charges while it's investigated.
Warning: Keep paying any undisputed amount on time.
If a Campaign Order Fee looks wrong
Most Campaign Order Fee questions fall into one of three groups.
1. The total doesn't match what I expected
Check the Campaign Order detail page for the accepted lead count, not the delivered count. Rejected leads (duplicates, non-working emails, off-filter) don't earn the per-engagement fee. If the accepted count looks wrong, email pubsupport@audyence.com with the subject prefix [Campaign Payout].
2. The payout is late
Campaign Order Fees are paid 45 days from when Audyence receives the matching fees from the advertiser, not 45 days from lead delivery. Check the advertiser-receipt date in the platform first. If 45 days have passed since then, contact support.
3. The advertiser cancelled the Campaign Order
Under Section 4.3, if an advertiser cancels, you're paid only for Qualified Leads accepted before the cancellation date. Compare the cancellation time with your acceptance log before disputing.
Response times
Most billing questions sent to pubsupport@audyence.com are acknowledged within one business day. Investigations that need advertiser-side records may take longer.
Tip: If a question goes unanswered for more than five business days, follow up on the same email thread so it stays in context.
Source
Sections 4.1 (Subscription Fees), 4.2 (Failure to Pay), 4.3 (Campaign Order Fees), and 11.8 (Notices) of the Publisher Terms and Conditions.