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...

  • 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 did Campaign Health Check say?" This resolves most of these tickets immediately, and when it doesn't, ...

  • 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...

  • 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. Run Campaign Health Check first One click checks b...

  • 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 password reset. If the email doesn't arrive, this is usually email deliverability on your domain, not an account problem — see below. Check whether they're using the correct URL. Operators sometimes h...