Troubleshoot creatives rejected by Xandr

Before a creative can run on Xandr inventory, it is reviewed by Xandr. Xandr performs both a manual and an automatic review on all creatives. See troubleshooting steps below for the most common rejection reasons.

For Display & Video 360 and Ad Manager rejection reasons, see: Troubleshoot creatives rejected by Display & Video 360 or Ad Manager

Creative does not display properly

What's the issue? One or more of the following: The creative does not display at all The creative has the wrong tag size The creative intermittently does not display For expandable creatives or other creatives with interaction, the creative attempts the interaction but does not function properly Creative blanks due to caching issues or batch stalls Creative utilizes geo-targeting, impression capping, or similar blocking technology Creative uses DoubleVerify or Integral Ad Science wrapping without proper macros Creative has excess text in Creative Content, which displays outside of iFrame If you receive the feedback: “Creative is unauditable–not displaying properly,” the Xandr audit system has detected that your creative is serving blank or no content. How can I fix it? You can test the creative by pasting the creative's Xandr ID at the end of the following link: https://creative-preview-an.com/cached/creative/insert creative id here Once you’ve resolved this issue, save the creative to restart the creative review process.   Who can I contact for more help? You can contact Xandr directly by visiting help.xandr.com. Click Proceed as a guest and make sure to include your creative's Xandr creative ID, which can be found on the creative's Creative status tab, next to the Xandr exchange review status.

 

Creative improperly rotates brands or advertisers

What's the issue? One or more of the following: The creative has multiple versions with different brands under a single ID A single creative represents and clicks through to multiple different brands' landing pages For video creatives, a pre-roll ad for a different brand plays before the actual offer If a creative is co-branded (for example, Brand X and Brand Y collaborating), the brand will be set based on which of the brands owns the landing page URL. How can I fix it? Creatives can never rotate between multiple brands or advertisers. If your creative is co-branded, ensure that all landing pages in a creative’s rotation point towards the same brand. Once you’ve resolved this issue, save the creative to restart the creative review process. Who can I contact for more help? You can contact Xandr directly by visiting help.xandr.com. Click Proceed as a guest and make sure to include your creative's Xandr creative ID, which can be found on the creative's Creative status tab, next to the Xandr exchange review status.

 

Creative does not click through properly

What's the issue? One or more of the following: The creative is clicked and does not open a landing page The creative is clicked and a landing page opens, but no content loads The creative is clicked and a landing page loads, but an error keeps any content from being displayed Creative clicks through in the same window, does not prompt new tab or window to open How can I fix it? You can test the creative's click-through by pasting the creative's Xandr ID at the end of the following link: https://creative-preview-an.com/cached/creative/insert creative id here Once you’ve resolved this issue, save the creative to restart the creative review process. Who can I contact for more help? You can contact Xandr directly by visiting help.xandr.com. Click Proceed as a guest and make sure to include your creative's Xandr creative ID, which can be found on the creative's Creative status tab, next to the Xandr exchange review status.

 

Creative does not contain sufficient brand notification

What's the issue? One or more of the following: What is "sufficient"? When evaluating a creative for appropriate brand notification, the audit team looks for at least one of three things: a logo, a landing page URL, or a distinct brand name. If the only branding on the creative is a logo, then that exact logo must also be on the landing page to be sufficient. If the only branding on the creative is a landing page URL, then that must be the URL the creative has as its landing page. 'Distinct brand name' is sufficient notification in one of the following ways: The creative does not display a brand The creative displays a brand but it is not sufficient notification Creative branding is obfuscated (too small, too faint) to constitute branding The brand name is not an actual word and when it appears on the creative it cannot be confused for other, non-branded text (for example, Cygnas.) The brand name is a distinct set of actual words and the landing page exactly matches this and/or has a distinct, matching typeface as the creative (for example, "The Best Wedding Music" goes to thebestweddingmusic.com and/or is written in red bold Helvetica on both the creative and the landing page.) Who can I contact for more help? You can contact Xandr directly by visiting help.xandr.com. Click Proceed as a guest and make sure to include your creative's Xandr creative ID, which can be found on the creative's Creative status tab, next to the Xandr exchange review status.

 

Creative brand does not match creative landing page

What's the issue? The brand that the creative displays and the brand of the landing page are not the same or related. How can I fix it? In order for this creative to pass audit, the creative and landing page will need to contain either a brand name, logo, or URL that is identical. Once you’ve resolved this issue, save the creative to restart the creative review process. Who can I contact for more help? You can contact Xandr directly by visiting help.xandr.com. Click Proceed as a guest and make sure to include your creative's Xandr creative ID, which can be found on the creative's Creative status tab, next to the Xandr exchange review status.

 

Creative clicks through in the same window

What's the issue? One or more of the following: The creative's landing page loads in the same page instead of opening a new window or tab The creative loads the entire landing page into the frame Who can I contact for more help? You can contact Xandr directly by visiting help.xandr.com. Click Proceed as a guest and make sure to include your creative's Xandr creative ID, which can be found on the creative's Creative status tab, next to the Xandr exchange review status.

 

Creative or landing page prompts download

What's the issue? One or more of the following: Creative prompts download of external application automatically or on click Landing page automatically prompts download of external application automatically or after countdown The product advertised on the creative can only be opened within an application (iTunes for example) Who can I contact for more help? You can contact Xandr directly by visiting help.xandr.com. Click Proceed as a guest and make sure to include your creative's Xandr creative ID, which can be found on the creative's Creative status tab, next to the Xandr exchange review status.

 

Auto-refreshing creative
What's the issue? One or more of the following: Creative refreshes itself Creative causes entire page to refresh Who can I contact for more help? You can contact Xandr directly by visiting help.xandr.com. Click Proceed as a guest and make sure to include your creative's Xandr creative ID, which can be found on the creative's Creative status tab, next to the Xandr exchange review status.

 

Displaying PSAs (Public Service Announcements)

What's the issue? One or more of the following: The creative is serving Public Service Announcements, either intermittently or always Creative rotates in PSA as part of A/B Testing Creative defaults to PSA because of brand safety blocking, geo-targeting, or other capping Creative uses approved PSA-enabled ad verification, but is not implemented properly Who can I contact for more help? You can contact Xandr directly by visiting help.xandr.com. Click Proceed as a guest and make sure to include your creative's Xandr creative ID, which can be found on the creative's Creative status tab, next to the Xandr exchange review status.

 

Creative does not meet minimum standards

What's the issue? One or more of the following: The creative has no discernible brand or offering Implied offering on creative does not match offer on landing page Creative or landing page contains no content How can I fix it? In order for this creative to serve, the creative must clearly show a brand or offering, or the implied offering must match the offer on the landing page. Who can I contact for more help? You can contact Xandr directly by visiting help.xandr.com. Click Proceed as a guest and make sure to include your creative's Xandr creative ID, which can be found on the creative's Creative status tab, next to the Xandr exchange review status.

 

Custom reason
What's the issue? There's a policy violation (for example, auto-clicking creatives) not covered in the above policies. Who can I contact for more help? You can contact Xandr directly by visiting help.xandr.com. Click Proceed as a guest and make sure to include your creative's Xandr creative ID, which can be found on the creative's Creative status tab, next to the Xandr exchange review status.

Malicious creative

What's the issue? One or more of the following: The landing page can't be reviewed The landing page violates moral policies The creative's call chain contains one or more malicious urls and/or referrers.  How can I fix it? Individual creatives must not contain any malicious calls. For landing page or domain issues, you can review the following (Xandr customer login required):  Xandr Policies for Buying Xandr Policies for Selling  After identifying the source of any malicious calls, you will need to traffic a new creative, since Xandr won't overturn the status even if the malware is removed from the creative in Display & Video 360.  Who can I contact for more help? You can contact Xandr directly by visiting help.xandr.com. Click Proceed as a guest and make sure to include your creative's Xandr creative ID, which can be found on the creative's Creative status tab, next to the Xandr exchange review status.