Support

Why can’t I see my ad?

You’ve submitted your ad to QC Cốc Cốc. It gets approved. Now you want to see it in its live environment.

However, after checking the New Tab of the Cốc Cốc Browser and/or Cốc Cốc’s search results page, your ad is nowhere to be found.

You may be having difficulty seeing your ad for one or more of several reasons. Depending on the reason, your ad may or may not be active for other users. Let’s go through the potential reasons and diagnose the exact issue:

1. Stopped by user

a. Your ad has been stopped by a user

In order for your ad to be displayed, its status must be “Active”. If you changed your ad’s status to “Stopped,” it will no longer be displayed to our users. Please change your ad’s status back to “Active” in order to begin displaying your ad.

Your ad was stopped by a user

b. Your ad’s campaign has been stopped by a user

If the campaign that contains your ad has its status changed to “Stopped”, your ad will stop displaying. Please reactivate your campaign in order to begin displaying your ad again.

Your campaign has been stopped by a user

2. Stopped by moderation

a. Stopped by our moderation team after editing

After your ad has been displayed, you may have edited something in your ad. We will check what you’ve edited. If your changes don’t conform to our ad requirements, we unfortunately have to reject it.

If your ad’s status is “Rejected,” your ad will NOT be displayed

 

If your ad’s status is “Rejected,” your ad will NOT be displayed. Please hover your mouse over the “Rejected” status in order to learn the exact reason(s) why your ad was rejected. Please correct the noted issues and resubmit your ad. Once approved, your ad will be displayed.

(See more about content requirements here)

Please note: Ads that are still in moderation will have the “Pending” status– this means your ad is still waiting to be moderated and is not ready to be displayed yet.

b. The specific keyword you are searching for was rejected

If your ad was approved, but one or more of the keywords you selected was rejected by our system, you might not be able to see your ad for some searches.

For instance: Say you are advertising your kids clothing shop and choose “kids clothing”, “boys fashion”, “fashion store for kids” and “apple” as keywords for your ad.

The first three keywords are relevant to your ad and your ad will be displayed to users who search for those terms. However, “apple” is not relevant, and will be rejected. Therefore, your ad will not be displayed when you or other users search for the keyword “apple”.

Please verify that the specific keyword you are searching for is active, otherwise you will not be able to find your ad.

Further, please note that if you are using certain match types (e.g. broad match, phrase match, exact match), your ad might not be displayed depending on what you are searching for.

E.g: you choose the exact match phrase [buy fresh flowers]. If you search for the phrase fresh flowers, your ad will not be displayed because the search does not exactly match your exact match phrase.

3. Your ad targeting/scheduling

a. Your campaign’s duration has been exceeded

If the current date is past the duration you set for your campaign, your ad will no longer be displayed. Please extend the duration of your campaign in order to begin displaying your ad again.

b. The time is outside your ad scheduling preferences

If the current time is outside your ad scheduling preferences, you will not be able to see your ad. For example, if you chose in your ad scheduling preferences to only show your ad during business hours (09:00 – 17:00), but are trying to look for your ad at 19:00, you will not see your ad. Please try checking again during your ad’s scheduled times in order to see your ad.

c. Your ad’s geo-targeting does not include your location

If you chose to only display your ad in certain locations, you will only be able to see your ad when browsing the Internet from those locations.

For example, if you chose to target your ad in Ho Chi Minh City, but are browsing from Hanoi, you will not be able to see your ad. Rest assured, as long as your ad’s status is active your ad will still be displayed to users in Ho Chi Minh City (or wherever you set your specific geo-targeting preferences).

d. You have reached the maximum impressions per user

*This issue applies to banner ads only.

If you have set a maximum number of impressions per user for your banner ad, you will no longer see your ad once it has been displayed to you the maximum number of times.

For example, if you set the maximum number of impressions per user to 3, once you have seen your ad 3 times it will no longer be displayed to you. Rest assured, as long as your ad’s status is active it will still be displayed to users who have not reached the maximum number of impressions.

4. Your account balance

a. Your account balance has reached 0 VND

If your account balance has reached 0 VND, your ads will no longer be displayed. If your account balance is zero, please make a payment into your account in order to begin displaying your ads again.

Choose your preferred payment method

b. Your campaign budget has been reached

If the individual campaign’s weekly budget has been reached, your ads will no longer be displayed. Please increase your campaign’s budget or wait for the next week to begin in order for your ads to be displayed again.

If restricting your weekly expenses is not necessary, we recommend leaving this option blank in order for your ad to gain the maximum exposure possible.

c. Your bid price is too low

Your bid price is a critical component for determining your ad’s display frequency. The higher your bid, the higher the chance that your ad will be displayed. If you placed a low bid, your ad will not be displayed very frequently, or possibly will not be displayed at all.

This happens most often when you are bidding for a competitive keyword and other advertisers have quality ads with higher bids—their ads will be given display preference.

In this case, you might need to raise your bid in order for your ad to be displayed.

5. Other

a. Your ad has a low CTR (Clickthrough Rate)

Your ad may stop displaying because of a low CTR (Clickthrough Rate). If your ad’s CTR is too low we will not display it to our users.

Please optimize your ad content and/or choose more relevant keywords in order to increase your CTR.

b. You are using incognito mode

If you are browsing in incognito mode, this could prevent your ad from being displayed. Please try browsing in normal mode.

6. I checked all the above reasons but still don’t know why I can’t see my ads

If you have checked everything above but still can’t figure out why your ads aren’t showing, we want to help you find the reason. Please follow these steps to provide us the information we need to help you:

  • Open a new Cốc Cốc tab.
  • Click on the Cốc Cốc logo at the top left corner of the browser
  • Select More tools  -> Developer tools

  • Open the “Resources tab in the “Developer Tools” window.
  • Choose Cookies > coccoc.com > omid
  • Double click and select the value in omid, then right click on the selected value and choose Copy

  • Please send the copied omid value to your sales representative or support via:

Email: support_qc@coccoc.vn or Skype: coccoc_qc

Or you can call us via Hotline: (024) 38 838 838

 

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