Troubleshooting

Overview

Most problems come down to review, billing, budgets or targeting. Work through the checks for your situation, and contact support if you are still stuck.

My ad is not running

- Is it approved? Ads in review, needing changes or rejected do not run. Check the status beside the ad. - Has it started? Check the ad set's start date, end date and times of day, and the time zone you chose. - Is anything paused? A paused campaign or ad set pauses every ad in it. - Is billing in order? A failed payment or a reached account spending limit pauses every campaign. Check the billing page. - Is two-factor sign-in on? It is needed before your first spend.

My ad is approved but not spending

- Targeting too narrow. A small radius, a narrow level range, one language and one device together can leave very few eligible pages. Widen one option at a time. - Bid too low. At the minimum bid, other ads may win most auctions. Raise the bid a little. - Placements limited. Choosing one placement reduces how often the ad can show. Try automatic placements. - Low click rate. The auction favours ads players click. Try a clearer image or headline. See creative best practice.

My ad was rejected

The rejection tells you which rule the ad breaks. The usual causes are:

- a landing page that does not work, uses http, or does not match the ad; - a price without compulsory fees, or a discount without evidence; - claims about health, results or being "the best" that cannot be backed up; - countdowns, stock levels or deadlines that are not real; - images that are mostly text, blurred, or use logos or people without permission; - a prohibited product, or a restricted one that does not meet its conditions.

Fix the problem and submit the ad again, or appeal within 14 days if you think we got it wrong. See ad review.

My ads were paused

- Payment failed. Update your card or pay the invoice on the billing page; delivery resumes once it is paid. - Spending limit reached. Raise the account spending limit or wait for the new month if it is monthly. - Policy problem. We email you the reason. Edit the ad and resubmit, or appeal. - Bank dispute open. Delivery stays paused while a card dispute is open.

My numbers look different from my analytics

- We leave bots and repeated events out; other tools may not. - Viewable impressions are fewer than impressions by design. - A click is counted when someone leaves for your page; your analytics counts them only if the page loads and its analytics runs. - Conversions on Rally & Roam (bookings, memberships, shop orders) are counted for 7 days after a click; sales on your website are not counted by us.

I was charged more than I expected

- Charges happen at your billing threshold and at month end, so you may see more than one charge in a month. - On a single day, a campaign can go slightly over its daily budget; it never goes over its lifetime budget or your account spending limit. - If something still looks wrong, ask within 60 days through support. See ad billing and refunds.

I cannot sign in

Use "Forgot password" on the advertiser sign-in page. Your advertiser account has its own password, separate from any player account. If you lost your two-factor device, use a recovery code, or contact support from the account's email address.