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Billing Tab: Why can't I view my billing information? Please read!

[ Edited ]
Zee Community Manager
Community Manager
# 1
Zee Community Manager
Community Manager

Hi all,

 

There is a known issue when using Internet Explorer. Some advertisers might not be able to access their Billing tab. Our engineers are investigating this issue. For now, if you aren't able to display your billing related information, please use another browser, such as Chrome or Firefox or another release of Internet Explorer as a workaround. For an update on this issue please check the Known Issues page.

 

Zee

Zee
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1 ACCEPTED SOLUTION

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Accepted by topic author Zee
September 2015

Re: Billing Tab: Why can't I view my billing information? Please read!

Google Employee
# 12
Google Employee

First, I would like to thank everyone for all of the great questions on this thread.  There are several different issues being discussed on this thread.  While related, they are separate issues.  I am going to attempt to answer each problem individually. 

 

For the initial issue,  Zee was absolutely correct.  There is a known issue when using Internet Explorer (IE) in which some advertisers might not be able to access their Billing tab.  Generally, the advertiser will see a white page with three blue links.   If you aren't able to display your billing related information, please use another browser, such as Chrome, Firefox, or Safari or try formatting your Internet Explorer browser. To properly format your IE browser, please consult this step-by-step guide: http://support.google.com/adwords/bin/answer.py?hl=en&answer=2370559.  After formatting, clear cache and cookies, login to the account again, and try to access the billing tab. If this does not work, then contact IE support or use a different browser. 

 

For the script error, I have heard disabling script debugging can help in some issues, but as IE is a product that I do not have a lot familiarity, I cannot confirm this as an accepted solution.  I can say that in some instances, it definitely may help. 

 

For the "An error has occurred. Dismiss" message, this is pretty common.  Usually, this error is temporary. I would suggest trying some general trouble-shooting tips such as clearing cache and cookies or trying another browser.  Additionally, make sure that your firewall settings are not super strict and preventing the free-exchange of information.  Finally, I always suggest to try again in a couple of hours and normally the issue is fixed. 

 

Ultimately for IE users, we always suggest that if our work-arounds do not work, then for you to contact IE support itself.  For the Chrome user, I would suggest clearing cache and cookies and trying to access the billing tab again later.  If you continue to receive this error message, take a screenshot and contact your local support team.  For the United States, this number is 1-866-2Google. 

 

Best, 

Jeremy

 

 

 

 

 


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Re: Billing Tab: Why can't I view my billing information? Please read!

Top Contributor
# 2
Top Contributor

Hello Zee,

 

Thanks for the update. 

 

Take Care!

 

Neha Gupta

Neha Gupta, AdWordsTop Contributor Follow Me: My Blog | Twitter | Google+ | LinkedIn
Did you find any helpful responses or answers to your query ? If yes, please mark it as the ‘Best Answer’

Re: Billing Tab: Why can't I view my billing information? Please read!

[ Edited ]
Sq
Explorer ✭ ☆ ☆
# 3
Sq
Explorer ✭ ☆ ☆

Hello,

 

Script Error Solution

 

Some I.E users could receive a sript error. When I.E pop up box asks you if you want to stop running scripts you can try continue running scripts on this page -> solved the issue for some of my clients.

 

If this response is correct and the above solved your issue. Go to your I.E advanced settings to disable script debugging.

 

Smiley Wink

 

 

 

Re: Billing Tab: Why can't I view my billing information? Please read!

Zee Community Manager
Community Manager
# 4
Zee Community Manager
Community Manager
Thanks, Sq.
Zee
G+

Re: Billing Tab: Why can't I view my billing information? Please read!

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

This happens with Chrome too.

Re: Billing Tab: Why can't I view my billing information? Please read!

Zee Community Manager
Community Manager
# 6
Zee Community Manager
Community Manager

@smash1246 wrote:

This happens with Chrome too.


Hi Smash1246, 

 

It was reported only for IE. Is the issue still remaining for you?

Zee
G+

Re: Billing Tab: Why can't I view my billing information? Please read!

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

Same here. Loading forever in Billing tab. It happens in Firefox, Opera, IE and Chrome.

Re: Billing Tab: Why can't I view my billing information? Please read!

[ Edited ]
Zee Community Manager
Community Manager
# 8
Zee Community Manager
Community Manager

Hi Nemira,

Ok, do you get an error page at the end? Please report it on this page: http://support.google.com/adwords/bin/static.py?hl=en&page=known_issues.cs
by clicking the blue button (report this issue).

Thanks,


Zee
G+

Re: Billing Tab: Why can't I view my billing information? Please read!

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

Hi

 

I can only see the following message: "An error has occurred. Dismiss". not the actual error. Nothing happens, the page is just "Loading". 

Re: Billing Tab: Why can't I view my billing information? Please read!

Zee Community Manager
Community Manager
# 10
Zee Community Manager
Community Manager

Hi Nemira, 

 

What's your OS? Did you check for latests updates for your browsers? The issue is reported only for IE. 

 

 

 

Zee
G+