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Customer Support Request Form

Please tell us about yourself

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Clear personal information

If you have an issue that results in the app not loading or anything that takes place before/during the app opening, please use this form to contact our App Support team. Else, please contact the app developers directly by navigating to "More Info" in the Apps Marketplace or check Apps in the Marketplace.

Please use portal.appnexus.com/ for any ticket submissions.

Please refer to the Data Provider wiki space to see if your question is answered there. In your request, check to make sure you included any relevant segment IDs (in a comma separated list) and the AppNexus member IDs of our mutual client. This allows us to attribute the issues in greater detail and track history of the issues.

How can we help you?

Low Priority issues are those where:

  • Product availability or performance are not affected and
  • There is no short-term business impact

Examples:

  • General questions about product usage
  • Missing or erroneous documentation

Medium Priority issues are those where:

  • A component of the product is degraded or not functioning with a viable workaround and
  • There is minimal or no short-term business impact

Examples:

  • Slow or delayed reporting
  • Campaign or creative trafficking issues
  • Conversion or segment pixel tracking issues
  • Campaign reach or fill questions

High Priority issues are those where:

  • A critical component of the product is significantly degraded with no viable workaround and/or
  • The spend/revenue of isolated advertisers/publishers is significantly affected

Examples:

  • Loss or corruption of reporting data
  • Delayed Data Siphon file delivery
  • Campaign spend issue affecting one advertiser or publisher
  • Unwanted ads serving on one or more publishers

Selecting "Emergency" will page the on-call support team to respond to your request immediately. Please ensure that your request requires immediate attention.

Emergency issues are those where:

  • An essential production feature is broken with no viable workaround and/or
  • The problem will cause significant financial losses for the customer's business

Examples:

  • Loss of adserving or severe adserving latency
  • UI not accessible or consistent API timeouts
  • Reporting not accessible

Your request will be routed to our Anti-Malvertising team. Valid requests include reports of infringing creatives, banned creative inquiries, and general questions regarding malvertising

For questions about why your ads were detected and banned, please review the automated detection email, which includes a link to the detection job, technical details, and reasons for banning. If you are not receiving detection emails, please reach out to your Account Manager. For information on our anti-malvertising efforts and standards, please see our wiki:

  • Creatives - Standards and Auditing
  • Malvertising Prevention

For any other questions, please reach out using this form.

Please reach out to your Account Manager for all billing inquiries, unless it is regarding a product bug.

Your request will be routed to our Ad Quality team. Valid requests include creative re-audits, SLA violations, and general quality/policy inquiries.

Please be sure to check your automated audit notification emails and/or the Console Creative Details pane for information regarding audit results. Then consult Creatives - Standards and Auditing within our Privacy wiki space for policy information.

Your request will be routed to our Inventory Quality team. Valid requests include domain audits/re-audits, inventory policy information, and reports of policy infringements.

AppNexus does everything in its power to accurately categorize inventory sources, and ban those that do not meet our content standards. If you see issues with our categorization or find a source that should be banned, please reach out using this form. We would ask, however, that you do review our Inventory - Standards and Auditing page first.

Your request will be routed to Client Services. Please familiarize yourself with our Welcome to AppNexus Client Services wiki page prior to submitting your request.

In order to be granted Console API access, please follow the steps on our API Webinar Training page to view the webinar, take the quiz, and submit the results.

Please note that we generally support only what is available in the UI and API, but are happy to pull custom data if (1) it is not available in the product, (2) it is available to us and (3) if there is a legitimate business case behind it. To that end, please include the following in your request:

  1. A description of the business case and any relevant context
  2. Report dimensions required
  3. Metrics required
  4. Duration of report

Please refer to our Traffic Quality wiki page for instructions and requirements.

Please include the following with your request:

  1. A description of the problem, including as much detail as possible, and the impact on your immediate goals
  2. All relevant object IDs
  3. Console Environment (if applicable)
  4. Steps to reproduce the problem, including test pages, URLs, etc.
  5. Screenshot(s) for all UI-related issues
  6. Browser and Operating System used (including version numbers)

Please include browser and OS as well as steps to replicate the issue and/or URL where the behavior is observed.

Please review relevant wiki articles under our Advertisers wiki space to see if your question is answered there.

Please review our API documentation to see if your question is answered there.

Please review our relevant wiki documentation as budgeting and pacing in a real-time environment is complex, and many questions we receive are regarding expected behavior:

  • Budgets and Pacing
  • Budgeting Mechanics
  • Pacing Technology
  • Why Exact Budgeting is Difficult
  • Budgeting Based on CPC and CPA Revenue

Generally, Client Services does not handle optimization questions unless it is regarding a product bug. For training and best practices, please review our Optimization Webinars and reach out to your Account Manager with questions.

Please review our wiki documentation related to creative trafficking issues:

  • Creative Trafficking
  • Everything You Need to Know to Solve Click Tracking Issues
  • Creative Templates

Please consult our wiki documentation related to Inventory:

  • Inventory Quality
  • Content Categories
  • Inventory Reporting
  • Mobile Application Inventory

Please consult our wiki documentation related to Pixel Management:

  • Pixels
  • Segment Pixels
  • Segment Pixels: Advanced
  • Conversion Pixels
  • Conversion Pixels: Advanced

Please consult our wiki documentation related to Publisher Management:

  • Publishers
  • Publisher Troubleshooting

Please explore our Reporting wiki space to see if your question is answered there.

Please consult our Campaign Targeting wiki space to see if your question is answered there.

In your request, please include a description of the problem, steps to replicate, and Console environment. Screenshots are helpful!

Request Details

Please enter a detailed description, along with all relevant system IDs and steps to replicate

Description of the issue, including as much detail as possible

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Discrepancies impact the entire digital advertising landscape and can result from differences in tracking methodologies among several other root causes. AppNexus will perform necessary research to investigate all discrepancy cases, however please note that efficient resolution o

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