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 |
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What's the issue?One or more of the following:
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 |
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What's the issue?One or more of the following:
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 |
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What's the issue?One or more of the following:
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 |
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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:
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 |
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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 |
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What's the issue?One or more of the following:
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 |
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What's the issue?One or more of the following:
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 |
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What's the issue?One or more of the following:
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) |
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What's the issue?One or more of the following:
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 |
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What's the issue?One or more of the following:
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 |
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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 |
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What's the issue?One or more of the following:
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): 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. |