After completing creative creation, you’ll have to wait for the DSPs to approve your creative. It may happen that your creative is rejected, in which case the status will change to Failed.
If a creative fails, a yellow warning icon will show next to the status, giving more information on the reasons for the failure. There are 3 main messages you can see here:
- Creative failed beyond repair. Please re-upload creative
- Please retry creative
- Creative failed due to back-end issue, please submit a Product Support ticket
Please click on the creative name to see a more specific message on the reason for failure.
Creative failed beyond repair
Creatives may fail beyond repair if one or more DSPs have rejected it. In such case, you will need to upload a new creative, because the text, image size or other required spec may have to be adjusted.
- If the creative has failed beyond repair, please click on Upload New Creative on the error message within the creative and follow the standard steps to upload it again.
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- You can also go back to the main Creatives page and use the Create New Creative button as per normal.
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Note: if the creative has failed due to a DSP rejecting it, you will have to change something in the file (ie. size, text, etc) before uploading it again. If the file criteria are incorrect, uploading again without change will mean that the creative will be rejected again. Please see here for a full list of creative restrictions and validations.
Please retry creative
Creatives may fail if there are connection issues with DSPs or other internal services. In such cases, there is no need to upload the creative again, because the specs may be all correct and can be used in a second attempt. In such cases, please follow these steps to re-try the upload of the same creative:
- On the main Creatives page, select the creative by clicking on the checkbox on the left
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- You can select more than one creative at a time, as long as they are all re-tryable
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- On the top of the page, click on Bulk Retry
Your creative will be retried on the back end. This will not change the status, which will remain as Failed. The creative will turn to Active when approved.
If the creative hasn’t changed to Active after 24 hours from the retry, please log a Product Support ticket.
Creative failed due to back-end issue
Sometimes the error may be unknown. When you see such message in the warning icon, please make sure you select the creative and check the more specific error message. If it is still not possible to re-upload or re-try the creative, please submit a Product Support ticket in Jira so that our team can investigate.
You can of course submit a Product Support ticket also if you have re-uploaded or re-tried the creative multiple times with no success.