Lodging a Support Ticket
If you run into any issues in using the Dynamic Creative Ad Builder our friendly support team are happy to help. You can do this as follows:
- Navigate to the page within Dynamic Creative Ad Builder where you are encountering the issue.
- Click on the beacon located at the bottom left of the page, as pictured below.
- The beacon will expand to show a selection of recommended articles related to the page which you are viewing, as well as a search bar to assist in finding other articles which may assist you. If support articles do not help with your issue, click the Send a message button.
To help us give you the best response possible, we ask that support enquiries include the following:
- Problem - A description of what is happening
- Resolution - A description of what you would like to be happening instead
- Sometimes this will be pretty straightforward and that’s okay!
- e.g. if the problem is that your shopping feed is not generating, the resolution is getting your shopping feed to generate
- However for more complex matters, having a clear goal for us to work towards ensures that we help in best way possible
- Anything you’ve tried - You may have already tried a few solutions from support articles. Letting us know anything you have tried will help us diagnose the issue faster
- Click send! You should receive a response from our support team within 1 business day.
e.g. if the issue relates to the feed, navigate to Step 3 - Inventory. if the issue relates to ads, navigate to Step 5 - Preview.
Lodging the support ticket from within Ad Builder gives the support team contextual information, helping us resolve your ticket as effectively as possible.