Troubleshooting Ads

I'm Not Receiving Ads From A Request That Should Be?

If you are not receiving ads from a request you are certain should be, there are a number of reasons that may explain why.

You Have Insufficient Balance

If the wallet for the campaign you are trying to receive ads from has insufficient balance, ads will not show.

In the event a wallet is low or insufficient in balance, a notification is displayed in the top right of the page, located next to your name.You can see this by logging into your supplier team.

Note: The notification displayed in the top right corner

By hovering over this notification, a tooltip will state "1 of your team's wallets is currently low on balance, please top up to ensure your campaigns remain active."

You can fix this by clicking your name, and then clicking User Profile.

You then need to navigate to the Billing section in the secondary menu.

Navigate to the Billing section of the secondary menu

In the Billing section, scroll down until you see the Wallets area.

Select your wallet used in your campaign from the options by clicking the component.

The wallet's current balance will be displayed below the component.

To fix this, you will need to contact Citrus to allocate credits to your testing wallets.

Do not top up this wallet manually. Contact Citrus to allocate the necessary credits.

If you top up your wallet with a card, your selected card will be charged the amount you select.

Your Campaign Has Exceeded Its Daily or Total Spend Limit

The campaign you are trying to receive ads from has exceeded its spend limit, and as such ads will not show. You can see this by navigating to the Campaigns tab in your supplier team. Navigate to the Budget column of the desired campaign, it will be highlighted in red, and show that the spend of the campaign has reached the limit.

Note: The spend limit for this campaign has been reached.

You can fix this by clicking the Edit button, and editing the maximum spend value of the campaign.

Your Campaign Is Not Scheduled to Be Displayed

The campaign you are trying to receive ads from has an active period set, ads will now show unless they are scheduled to be displayed.

You can see this by navigating to the Campaigns tab in your supplier team. Navigate to the State column of the desired campaign. The traffic light indicator will be yellow. Hover over this indicator to see the reason. A tooltip will state "Your campaign is not scheduled to be displayed"

Note: The indicator is yellow, and when hovered over a tooltip states "Your campaign is not scheduled to be displayed"

You can fix this by clicking the Edit button, and editing the active period of the campaign.

Your Campaign Product Inventory Is 0

The campaign you are trying to receive ads from has product that have an inventory of 0. Ads do not show for products that are out of stock. Currently there is no way to view if this is the case.

You can fix this by clicking the Edit button of your campaign and selecting products you are certain are in stock.

Your Campaign Is Not Yet Approved By The Retailer

The campaign you are trying to receive ads from has not yet been reviewed by the retailer. Ads will not show as it is not approved.

You can see this by navigating to the Campaigns tab in your supplier team. Navigate to the State column of the desired campaign. The traffic light indicator will be yellow. Hover over this indicator to see the reason. A tooltip will state "This campaign is pending a review".

Note: The indicator is yellow, and when hovered over a tooltip states "This campaign is pending a review"

You can fix this by logging into your retailer team, and navigating to the Review tab. Your ad should be displayed, click the campaign, and then the Approve button.

Your Campaign Was Rejected By The Retailer

The campaign you are trying to receive ads from has been reviewed and rejected by the retailer. Ads will not show as the campaign was rejected.

You can see this by navigating to the Campaigns tab in your supplier team. Navigate to the State column of the desired campaign. The traffic light indicator will be red. Hover over this indicator to see the reason. A tooltip will state "This campaign is rejected".

You can fix this by logging into your retailer team, and navigating to the Review tab.

Your ad should be displayed with the red traffic light indicator, click the campaign, and then the Approve button.

If you cannot see your rejected campaign, ensure you are are not filtering by approval state. You can check this by navigating to the filter bar, and checking if the first dropdown filter states "Approval State..."

You will not see your campaign if this filter states Pending or Approved.

You may also click this filter and select Rejected to see your campaign.