FAQ & Troubleshooting

Applies to: All users

Answers to common questions, grouped by theme. Skim the headings, or use the search box to jump straight to your issue. If your question isn't here, check the relevant guide or contact support from within the platform.

Getting started#

Which role am I — advertiser, publisher, or tracker?#

Look at your sidebar. Campaign tools mean you're an advertiser; website and ad-zone tools mean you're a publisher; offer and tracking-link tools mean you have the tracker / affiliate role. You can confirm or change roles on the Settings tab of Account & Profile. See also Welcome & Getting Started.

A section I expected is missing from my sidebar.#

The sidebar only shows what your roles and enabled features allow. If campaign or publisher tools are missing, that role probably isn't active on your account — check the Settings tab under Account & Profile, and ask an administrator if it needs enabling. If you have a combined account, you may also just be in the other view mode — use the view-mode switch at the top.

How do I switch between my advertiser and publisher views?#

If your account has both roles, use the view-mode switch near the top of the app. Each side keeps its own dashboard and menu. See Welcome & Getting Started.

Where do I change my interface language?#

On the Settings tab of Account & Profile, when your network offers more than one language. If there's no language option, your network runs in a single language.

Account & login#

I forgot my password — how do I reset it?#

Use the Forgot password link on the login page and enter your email. You'll receive a reset link. For security, the page always confirms a reset was sent whether or not the address is on file, so check your inbox (and spam folder).

I can't log in even with the right password.#

A few things to check:

• Two-factor prompt: if 2FA is on, you also need a code from your authenticator app. Lost the phone? Use a backup code, or contact support.
• Temporary lockout: several failed attempts in a row trigger a short cool-down. Wait a few minutes and try again.
• IP verification: if enabled on your account, logins from an unfamiliar location can be blocked.

See Password & Two-Factor Security for the full rundown.

My authenticator code keeps being rejected.#

Almost always a clock-sync issue. Turn on automatic date and time on your phone so the authenticator generates codes in step with the server, then try again.

How do I change my email address?#

On the My Account tab, update the email field. For your security an email change is verified — you confirm ownership of the new address before it becomes your login. Your old email keeps working until you confirm. See Account & Profile.

Why did editing my address ask me to confirm by email?#

On some networks, changing sensitive fields (email, name, address) triggers a verification step. You'll get a code by email and a banner to confirm the change. You can resend the code or cancel the pending change from that banner.

I can't edit my company or address fields.#

Once your company details are verified, those fields lock to prevent accidental changes. Contact support if verified details genuinely need updating.

Team & access#

How do I add a colleague to my account?#

If team members are enabled for your account, use the Members page to invite them with scoped permissions — no password sharing needed. See Team Members & Roles. If you don't see a Members option, the feature isn't turned on yet.

What's the difference between Admin and Member?#

An Admin can do everything the owner can except ownership-level actions (removing the owner, deleting the account, changing core billing). A Member can do only what their assigned rights allow. See Team Members & Roles.

I removed a member — did I lose their work?#

No. Revoking a member removes their access immediately but leaves all their contributions on your account, and never touches their personal account.

A colleague can't switch into a second account.#

You can only be "in" one account at a time. To move to a different account, first use the Back to your account button, then switch. See Team Members & Roles.

Security#

Should I turn on two-factor authentication?#

Yes — strongly recommended, especially for the account owner. It stops anyone who steals your password from getting in without your phone. See Password & Two-Factor Security.

I lost my phone. How do I get back in?#

Use a saved backup code on the 2FA prompt, then set up 2FA again on your new phone. If you've also lost your backup codes, contact support to verify your identity.

A device was lost or stolen — what should I do?#

Log in from a device you still control and revoke all trusted devices, then change your password. See Password & Two-Factor Security.

For advertisers#

Why isn't my campaign spending or serving?#

Common causes:

• The campaign or its ads are paused — check the status and the Quick Settings pause switch on your dashboard.
• Budget is exhausted or your balance is low.
• Targeting is too narrow — very tight country/device filters can leave little or no matching traffic.
• Ads are still pending review and haven't been approved yet.

See Campaigns Overview and Targeting & Filters.

One of my ads was rejected. What now?#

Ads go through review. If one is rejected you'll get a reason (and an email, if that notification is enabled). Fix the flagged issue in Ads & Creatives and resubmit.

Which pricing model should I choose?#

It depends on your goal: CPM for reach, CPC for clicks, CPA for conversions. See Campaign Types & Pricing for how each works.

How do I stop all my ads quickly?#

Use the Quick Settings panel on your dashboard — it pauses or resumes every ad at once. Double-check before flipping it, since it affects everything.

How do I add money to my account?#

Open Funds, pick a payment method, choose an amount and pay. Instant methods credit within moments; bank transfers take 1–3 business days. Set the low-balance alert while you're there so campaigns never stop unexpectedly. See Adding Funds.

My campaigns stopped overnight and nothing changed.#

Almost always an empty balance. Open Funds — the "campaigns waiting for funds" panel lists exactly which campaigns are stalled. See Adding Funds.

How do I count conversions on my own site?#

Set up a conversion type and report it either server-to-server or with a JavaScript snippet. Server-to-server is the reliable option — browser pixels lose conversions to ad blockers. See Conversion Tracking & Retargeting.

My conversion count is lower than my network's.#

If the same click keeps generating payouts (revshare or rebill), the repeats are deduplicated by default. Tick Allow repeats on that conversion type. See Conversion Tracking & Retargeting.

Can I block bad traffic sources automatically?#

Yes — a Source Optimizer blocks or re-bids sources that miss your target CPA, CTR or bounce-rate thresholds. It needs conversion data to work on.

My campaigns vanished from the list.#

Check the group context bar above the table. A group selected on another page stays selected across Campaigns, Creatives, Ad Zones and more. Click Clear group. See Campaign Groups.

For publishers#

I placed my ad code but no ads are showing.#

Check that:

• The embed code is pasted correctly and completely on your page. See Getting Your Ad Code.
• The ad zone is active and its size matches the space on your page.
• Filters on the zone aren't blocking all available ads. See Targeting & Filters.
• Give it a little time — a brand-new zone may take a short while before it starts filling.

My earnings look lower than expected.#

Earnings depend on demand for your traffic, the countries and devices of your visitors, and fill rate. Use Publisher Statistics to break earnings down by zone, country, and OS to see where the difference is.

How do I register a new website?#

Add it under Websites, then create one or more Ad Zones on it and grab the embed code.

What is a smart zone?#

A smart zone sends part of one of your ad zones' traffic to an outside ad network instead of filling it here. Point several networks at the same placement and they compete on eCPM, so the best-paying one wins each request. See Smart Zones.

How do I stop a specific advertiser appearing on my site?#

Add their landing domain under Blocked Domains. Note the amber notice on that page: blocks are stored but are not yet applied to live ad serving, so until that ships use per-zone controls (floor prices, whitelisted campaigns, content rating) and report the advertiser to your account manager. See Controlling Which Ads Run.

My traffic is flat but my earnings dropped. Where do I look?#

Compare the two sides. If Visitor Analytics shows pageviews unchanged, you have a fill or rate problem, not a traffic problem — check floor prices, zone settings and demand in Publisher Statistics. If pageviews dropped too, the cause is on your own site.

How do I earn from push notifications?#

Install the push collector, let subscribers accumulate, then create a delivery rule — a recurring push filled from the ad auction. Your own push campaigns are announcements and don't earn. See Push Ads.

Payments & billing#

When and how do I get paid (publishers)?#

Payouts are issued once your balance reaches the minimum threshold, via the payout method set on your account. See Earnings & Payouts.

Where do I find my invoices?#

On manager accounts, the Billing tab of your account page lists your invoices and payment history. See Billing & Usage.

What is the Usage tab showing me?#

It summarises your account activity for the billing period — event volumes and active campaigns/zones — so you can see what's driving your bill. See Billing & Usage.

My invoice address is wrong.#

Set a separate invoice address on the My Account tab: untick Use account address and enter the correct billing details. See Account & Profile.

Tracking & offers#

My conversions aren't being recorded.#

Usually a postback or tracking-link setup issue:

• Confirm your postback URL is set correctly and reaching the platform. See Postbacks & Conversions.
• Check that your tracking link carries the right parameters (like a click ID). See Tracking Links.
• Verify the offer's conversion condition — some offers only count specific actions.

A $0 conversion showed up — is that a bug?#

Not necessarily. Some offers (for example free sign-ups) are designed to pay $0 per conversion by their conversion type. Check the offer's terms before treating it as an error.

How do I import my ad spend to measure ROI?#

Use the cost-tracking tools to bring in spend from your traffic sources so profit is calculated against it. See Ad Spend & Cost Tracking.

What's a smartlink and when should I use one?#

A smartlink automatically routes each visitor to the best-matching offer, so you send all your traffic to one link instead of picking offers manually. See the Glossary and Offers.

Notifications#

Can I stop the platform emailing me so much?#

Yes. On the Notifications tab of your account page, switch email to a daily or weekly summary, or untick email per event and read them in the in-app bell instead. Security alerts always send immediately. See Notifications & Alerts.

Can alerts go to Slack or Telegram?#

Yes — add your own Slack webhook (or bot token) and Telegram bot as destinations, then route individual events to them. They're yours, not the platform's. See Notifications & Alerts.

Why can't I switch off some notifications?#

Security and access notices — password changes, 2FA changes, new sign-in locations, someone being given access to your account — are marked Always on so they can never happen silently.

API & integrations#

How do I connect an external tool?#

Enable API access on the Settings tab, copy your API key, and paste it into the tool's settings. See API Keys.

My integration says the key is invalid.#

Either API access is off, or the key was rotated and the tool still has the old one. Enable API access, then paste the current key into the tool. See API Keys.

Can each team member have their own API key?#

No — API keys are owner-level. Members work through the dashboard with their own scoped permissions; the owner manages the key. See API Keys and Team Members & Roles.

Still stuck?#

• Browse the Glossary if a term is unclear.
• Revisit Welcome & Getting Started for orientation.
• Open the guide for your specific task from the sidebar.
• Contact support from within the platform if a problem persists.