When something goes wrong with the advertising setup, it helps us solve the issue faster if you can gather a bit of information about what you saw. The more information you gather, the faster we'll get it taken care of!
Understanding that each ad experience is tailored to individual users in programmatic advertising, pinpointing specific issues can be challenging for our team.
There are two ways to report advertising behaviour to Advally:
Option 1: Ticket Submission Form:
The absolute best way to let us know about the problem is if you open a new ticket within the customer portal. The form has all fields you need to submit to get the best and fastest service possible. Remember: The more information you give us, the faster we will be able to properly solve the problem.
Option 2: Send an Email to adops@advally.com
If you really like using email, that is perfectly OK. Each email you send with a new Subject line opens a fresh ticket in our system for the team to see. Once again, if you can help us with following a few guidelines, we will be able to solve the problem faster. Every time you email us, please try to use the following guidelines:
1. Send in one email for each issue with a separate, descriptive and unique Subject Line. Our team is on call to process the issue, and the more information you provide the faster we are to get it done.
2. Emails should be sent to adops@advally.com this is a group email inbox that goes directly into our Operations system, and notifies all staff at the same time. You will get a response from a real human on our staff with their name included, and this address is a better way to get help than to email staff individually. People take vacations, get sick and have days off. AdOps@advally.com does not take any breaks.
3. Email Subject line should be formatted with "[Quick Description of problem] on [yoursite.com] "
4. Email Body should contain a detailed Description of the problem that you saw, a link to the page on which you saw it, and at least one Screen shot of the problem. Without this information, it can take days to track down what is going on. In order to solve your problem, our team needs to be able to replicate the issue and as many clues as you can give gets them to the goal faster.
If we do not have a screen shot of the problem, it can take hours or days to figure out exactly what is going on and the scope of the issue.
Gathering information about the Issue:
Option 1: Screen Shot
Windows: Press Windows Logo Key + Shift + S to use the Snipping Tool
Mac OS: Shift + Command + 3
iOS: Press the side button and the volume up button at the same time
Android: Press the Power and Volume Down buttons at the same time. If this does not work, press and hold the Power button for a few seconds, then tap Screenshot. If neither of these work, go to your phone manufacturer's support site for help.
Option 2: Ad Report
If you want to really help us track things down, you can use our Report Ad feature to directly submit the entire ad session request to Advally. You can go to the "Address Bar" in your browser, and add this to the end of the URL of the page you are visiting on your website:
?ReportAds=true
This will add the "Report Ad" button for them to submit an error report. This error report will go directly into our Database, but you still need to File a Ticket describing the issue and the exact time that you submitted the report.
*This is not necessary to find a problem, but if there is something persistent which we are having difficulty tracking down it will make the process much faster and easier for our staff to identify what the problem is.
Option 3: GAM Line Item / Creative ID reporting
If you are getting unwanted ad behaviour in a display slot but are having a lot of trouble identifying the ad, you can load the page with the Google Ad Manager Debugging tool parameter added to the URL listed in the Address Bar:
?google_console=true
This will open the Google Debug Console at the bottom of the browser window. Use the above method of capturing a screen shot to file a support ticket.