White Label DSP: Troubleshooting

• A creative was rejected

  Creatives are reviewed before they can serve, and occasionally a previously approved creative is flagged on a later review pass. Common reasons Specs — wrong dimensions, oversized file, or a format mismatch. Check against Ad formats and creative specs: HTML5 bundles must be ZIP and ≤ 200 KB; pu...

• Advertisers aren't receiving platform emails (for operators)

  Symptom: an advertiser says they never got the sign-up confirmation, password reset or payment email from your platform. Checks Ask them to check spam and junk folders, and any "Promotions" tab. Confirm the address. Look up their account and check for typos. Test it yourself. Trigger the same e...

• An advertiser reports no delivery (for operators)

  Operator-facing. The advertiser version is My campaign isn't delivering (for advertisers) — you can point clients at it, or reuse its wording under your own brand. First question to ask: "What does the campaign status say?" Every campaign shows the reason it is not getting traffic on its status...

• An AI assistant made a change I want to reverse

  Symptom: a budget, bid, schedule or placement block changed, and nobody on the team made it — or you asked an AI assistant for something and the result isn't what you wanted. Find the change Open the assistant's change history — it shows what was changed, when and why, e.g. "Raised a budget fro...

• A payment gateway isn't accepting top-ups (for operators)

  Symptom: advertisers can't complete a top-up, the payment option is missing from the Add Funds page, or payments fail with an error. Checks Is the gateway connected? Check your platform's payment settings; the gateway must be enabled and its keys saved. Live or test keys? Many providers issue s...

• A top-up didn't appear on the balance

  Symptom: an advertiser paid, but the balance didn't go up — so campaigns stay paused. On a White Label DSP the payment goes through your payment gateway, so most checks are on your side. For advertisers Wait a few minutes and refresh. Some methods take a moment to confirm. Check your payment c...

• Conversions aren't being recorded

  Clicks look healthy, conversions read zero. Almost always a tracking problem, not a media problem. 1. Is {CLICK_ID} in your click URL? This is the most common cause by a wide margin. Without it your tracker receives no click ID, so there is nothing to attribute a conversion to — and the postback...

• Delivery is much lower than expected

  The campaign delivers, but nowhere near the volume anticipated. 1. Compare against the traffic preview Campaign creation shows traffic volume previews and availability by GEO and source for your targeting. If actual delivery is far below what was previewed, something changed after launch. If the...

• I get clicks but no conversions (for advertisers)

  Symptom: the campaign delivers clicks, but conversions stay at zero or close to it. Checks Is tracking working? Open the conversion health check. Look for missing-tag warnings, then send a test conversion and check it is matched to its click. Does the click ID survive? Click your own ad and fol...

• My campaign isn't delivering (for advertisers)

  This article is written for advertisers. Operators: see An advertiser reports no delivery (for operators). A new, approved campaign should start receiving impressions within a few minutes. If nothing is happening, work through this in order. 1. Read the campaign status, then run Campaign Health...

• My campaign spent its budget too fast (for advertisers)

  Symptom: the daily budget was used up early in the day, or much faster than you expected. Checks Look at hour ranges in your reports. Did spend happen in one burst, or steadily through the morning? Check the bid. A high bid wins a lot of traffic quickly, especially on high-volume formats such a...

• My custom domain or SSL isn't working

  Symptom: your branded address (e.g. ads.yourbrand.com) doesn't open, shows a certificate warning, or still shows an old page. The platform runs on your web address with its own SSL certificate (White Label DSP). When it doesn't, the cause is almost always DNS. Checks, in order Is the DNS recor...

• Platform numbers don't match my tracker or analytics

  Symptom: the DSP shows 1,000 clicks, the tracker shows 820 visits, and analytics shows 700 sessions. Some gap is normal; a big one needs checking. Why numbers differ Different events. A click is counted when the ad is clicked; a visit only when the landing page loads; a session only when analyt...

• Sign-in and account access problems

  An advertiser can't sign in Confirm the account is active and the email is right. Have them use Forgot password on the sign-in page; the reset link normally arrives within a minute. If the email doesn't arrive, this is usually email deliverability on your domain, not an account problem — see bel...