The campaign is paid and started, but nothing is running.

Most likely there is no approved creative. Only approved creatives are played out. Open the campaign, look at the creative state, and upload one if the slot is empty.

I booked but never uploaded anything.

You got a separate email about it after the payment. Upload in the dashboard under Content. Days that were already paid are not refunded, so do it now rather than at the end.

My creative was rejected.

You get an email with the reason. Fix that point and upload again. Re-uploading is free and does not need a new booking. See [uploading and review](/docs/uploading-and-review).

How do I know whether my creative is approved?

On the campaign page. There is no notice on the screen itself, so checking the physical screen tells you nothing about the review state.

One screen plays my ad, another does not.

Check the aspect ratio. If the creative is more than 20 percent off the screen ratio, it does not run there, while the other screens of the same campaign keep playing it. Upload a version in the matching ratio, see [creative specs](/docs/creative-specs).

My video does not run on one specific screen.

The resolution may be higher than that screen can decode. Upload the same video at a lower resolution and it will play there.

A screen is offline. What happens to my ad time?

No plays come from that screen while it is offline, and offline time is not counted as a play. If it stays offline, write to office@adyoutiser.com with the campaign and the screen.

One screen shows "—" instead of a number.

That screen is run by the operator through their own CMS and reports no plays back. "—" means no data channel, not zero plays. The record there is the operator confirmation. Nothing to fix.

The live feed shows far fewer plays than the total.

The feed is capped at 25 entries. It is a sample, not the full history. Export the CSV for the rest.

I booked 50 percent ad share but see fewer plays than I expected.

Ad share is a share of time inside a window of roughly one hour, not a promise of a number of impressions. The tolerance is ±5 percentage points; beyond that it gets adjusted. Compare over a full hour, not over ten minutes.

Is the reach figure measured?

No. Reach is the screen daily figure times your booked ad share times the runtime. It is marked with a "~" wherever it appears. Plays and airtime are the counted figures.

I need plays per screen and per day in one table.

That combined breakdown does not exist. The PDF has a per-screen page, and the CSV has plays per day and per hour. Combine them yourself if you need the cross view.

Where do I get the report file?

From the report button on the campaign page, as PDF or CSV. Both are generated in the browser; the PDF is not sent by email. Details in [track your campaign](/docs/tracking-your-campaign).

I want to cancel a paid booking.

You cannot do that yourself. Write to office@adyoutiser.com with the campaign name. Before the start date the campaign page has a cancel option.

Do I get money back for days I did not use?

Days that were already paid are not refunded. Upload your creative early so the paid time gets used.

Dashboard, Campaigns, Invoices. The invoice is a PDF.

I want to run the same campaign again.

Use duplicate campaign in the campaign menu, or the button in the report email. Screens, ad share, runtime and name carry over; creative and price do not. See [after the campaign](/docs/after-the-campaign).

Troubleshooting — Documentation | Adyoutiser

Nothing is playing

Check the campaign page first

A campaign without an approved creative does not play, and nothing on the screen warns you about it. Only the campaign page shows the state.

It runs on some screens only

The numbers look wrong

Booking and money

Still stuck

Send the campaign name and what you see. One email, no ticket form.

Write to us Creative specs

Troubleshooting

Nothing is playing

It runs on some screens only

The numbers look wrong

Booking and money

Related

Troubleshooting

Nothing is playing

It runs on some screens only

The numbers look wrong

Booking and money

Related

Search docs

Nothing is playing

The campaign is paid and started, but nothing is running.

I booked but never uploaded anything.

My creative was rejected.

How do I know whether my creative is approved?

It runs on some screens only

One screen plays my ad, another does not.

My video does not run on one specific screen.

A screen is offline. What happens to my ad time?

The numbers look wrong

One screen shows "—" instead of a number.

The live feed shows far fewer plays than the total.

I booked 50 percent ad share but see fewer plays than I expected.

Is the reach figure measured?

I need plays per screen and per day in one table.

Where do I get the report file?

Booking and money

I want to cancel a paid booking.

Do I get money back for days I did not use?

Where is my invoice?

I want to run the same campaign again.

Related

Search docs

Nothing is playing

The campaign is paid and started, but nothing is running.

I booked but never uploaded anything.

My creative was rejected.

How do I know whether my creative is approved?

It runs on some screens only

One screen plays my ad, another does not.

My video does not run on one specific screen.

A screen is offline. What happens to my ad time?

The numbers look wrong

One screen shows "—" instead of a number.

The live feed shows far fewer plays than the total.

I booked 50 percent ad share but see fewer plays than I expected.

Is the reach figure measured?

I need plays per screen and per day in one table.

Where do I get the report file?

Booking and money

I want to cancel a paid booking.

Do I get money back for days I did not use?

Where is my invoice?

I want to run the same campaign again.

Related