Common Issues

I added someone but they can't create codes
Usually the reason this happens is the user was not added to the group. You may have added them to the account by mistake. See Add Users for instructions to...
Wed, Jun 22, 2022 at 9:46 AM
I was given access to a prefix, but I can't create codes
In order to be able to create codes, you must be added as a User of the group the prefix is in. If you have User access to the group and still cannot cr...
Wed, Jun 22, 2022 at 9:46 AM
I created a group, prefix and/or account, but I can't create codes
If an advertiser does not have a group, prefix or account set up (see Ad-ID Glossary for descriptions), we recommend that you use the set up assistant which...
Wed, Jun 22, 2022 at 9:49 AM
I haven't received the email to set my password
The email should be sent almost immediately after submitting the request for a new password. If you do not see it in your inbox, however, please give it a f...
Wed, Jun 22, 2022 at 9:49 AM
I created codes using the wrong prefix
You will not be able to edit the prefix for this code. A new code will need to be created under the correct prefix. Please see Can I delete codes? for optio...
Tue, Mar 3, 2020 at 2:09 PM
Not able to edit the media type
If a code was created as a Display Creative code, the media type cannot be changed because these codes are charged at a different rate than the other media ...
Tue, Mar 3, 2020 at 2:08 PM
Code is not showing in search results
To see a code, you must have access to the group that contains the code. When using one of the following search features, codes are not immediately avai...
Wed, Jun 22, 2022 at 9:50 AM
Can't export all of my codes
You are only able to export up to 1,000 codes from the Ad-ID system. If you need a report of codes that contains more than 1,000 records, please contact Cli...
Wed, Jun 22, 2022 at 9:51 AM
I emailed codes, but the recipient did not get the email
We always recommend you copy yourself when sending emails so you can confirm if it sends. Please have the recipient check their spam to make sure the email ...
Tue, Nov 10, 2020 at 5:11 PM
I can't find the parent company I need
If you are not able to find the company you need, please contact Client Success and provide the name of the Advertiser you are looking for and an associated...
Mon, Jun 20, 2022 at 3:32 PM