Use this guide to troubleshoot common issues in Ads Manager Beta. Start with the issue category that best matches your issue, work through the recommended checks, and contact support if the issue persists.
1. Onboarding and account setup
I cannot access Ads Manager
Check for verification first: Confirm the user is signed in with the OpenAI account tied to the organization the ad account is set up with, and the user has been granted access to the correct Ads Manager Beta account
Helpful details for support: User email, account name, screenshot of the error message
Billing profile or payment method is missing
Check first: Confirm a billing profile has been created, a payment method has been added, and billing settings are correctly configured
Helpful details for support: Account name, screenshot of the billing page, description of the missing or blocked step
Don’t have permission to create an ad account
Check first: If your company already has an OpenAI tenant, ask your IT team or admin to grant you the Ads Admin role in the OpenAI admin console at https://admin.openai.com/. They can do this by going to Users, selecting your user profile, opening Direct roles, clicking +, and assigning Ads Admin
Helpful details for support: Tenant name, screenshot of the error message
2. Uploading and launching campaigns
My campaign upload had an error
Check first: Review the error message as it typically identifies the exact issue. Compare your file against the Campaign Structure Checklist and fix any issues in the template. Before retrying, check the upload’s row-level results and confirm that each ad_group_id identifies the intended destination. Processing can finish even when individual rows fail. Reconcile ads already created before resubmitting rows: a successful upload with blank ad_id values creates new ads and can duplicate earlier imports. Image URLs must return the image itself, rather than a preview or sign-in page.
Helpful details for support: The exact file used, the row or object you believe is failing, the error message or screenshot
My images won’t upload
Check first: Confirm that images are PNG or JPG, square, no larger than 1200 x 1200. Images must also be publicly accessible and open directly to the image in the browser. Accepted image hosting options include publicly available Google Drive links, AWS-hosted image links such as S3 or CloudFront, and self-hosted image links on the advertiser’s domain or CDN
Helpful details for support: Account name, campaign name, ad title associated with the image, image URL
My ad was rejected
Check first: In the Ads tab of Ads Manager Beta, review the ad ‘Status’. If the status is ‘Not serving’, hover over the ad to view the reason. Common causes include ad copy or landing pages that do not align with our Ad Policies, or landing pages that block OpenAI user agents or IP addresses. If this happens, you can edit the ad and resubmit it for review, or request another review if you believe the ad was rejected in error
Helpful details for support: Ad title and copy, disapproval code or message, creative copy, landing URL, and the time you received the notice
3. Reporting and measurement
My campaign launched but is not getting any impressions
Check first: Make sure the campaign and ads are active, today's date falls within the campaign dates, and ad review has finished. Review ad-group bid warnings for bids that may limit delivery. Confirm that billing is fully set up, your payment method is valid, your campaign budget has not been reached, your campaign end date has not passed, and your account has successfully completed verification. Also check the campaign goal, conversion setup and ad-group bid warnings. For conversion-optimized campaigns, confirm that the bid reflects the selected conversion, rather than a click. Bid recommendations are estimates; the Low bid warning uses observed auction performance, so the two can differ. Increasing a bid does not guarantee delivery. Delivery can vary as we improve systems to optimize conversions. If delivery drops despite unchanged settings, contact support with the goal, bid, conversion-setup details and time the change began. Ads that are actively delivering should show a ‘Serving’ status. Please allow at least 24 hours after launch before flagging delivery issues, and note that there is typically a delay of up to 7 hours between ad delivery and reporting appearing in Ads Manager Beta.
Helpful details for support: Account name, campaign name, launch date, screenshot showing zero delivery
Reporting does not match what I expected
Check first: When comparing table views, CSV exports, charts or another reporting tool, confirm that you are comparing the same ad account, campaigns, ads, filters, date range and time zone.
For conversion discrepancies: Check which conversion events and attribution windows each report includes. Also check whether conversions are reported against the date of the ad interaction or the date the conversion occurred. A conversion may happen after an ad click or view, so these reporting approaches can produce different daily totals.
For unexpected country delivery: Review the campaign’s selected locations and exclusions, including any changes made during the reporting period. Selecting all countries and excluding some can still allow delivery in eligible countries that have not been excluded. For United States-only targeting, explicitly select the United States and save the campaign settings. Changes to targeting do not change where past delivery occurred.
Helpful details for support: If the discrepancy remains after these checks, or you are unsure how a report assigns conversion dates, contact support for further review. Include the ad account and campaign IDs, report screenshots or exports, date range, time zone, filters and a short explanation of the discrepancy. For conversion issues, include the conversion event names and example conversion timestamps. For location issues, include screenshots of the location settings, affected countries and when any targeting changes were made.
My product feed uploaded successfully, but the Products tab is empty or incomplete
Check first: The Products tab is a reporting view and does not show every uploaded or ads-eligible product. Products appear after an active product-feed campaign delivers and generates reporting data.
If the campaign has not started, has a future start date, or has not delivered, an empty or incomplete Products tab may be expected.
During ad-group setup, confirm that the correct feed is selected and review the number of products ready to serve or passing your filters.
After delivery begins, allow up to seven hours for reporting to appear.
Helpful details for support: Ad account ID, feed ID, campaign and ad-group names, date range and time zone, example product IDs, and a screenshot of the Products tab.
Why was I billed for campaign spend that does not match my dashboard?
Your billing information and Ads Manager reporting can update at different times. Spend accrues as your ads are delivered, while reporting—including impressions, clicks, and spend—typically takes up to 7 hours to appear in Ads Manager Beta. This means a recent invoice or charge may include campaign spend that is not yet visible in your dashboard.
Your payment method is charged when your account reaches its payment threshold, or at the end of the month for any remaining unpaid balance. See Billing & Payment for more information.
Check first:
Allow time for reporting to update, then confirm you are comparing the same ad account, campaigns, date range, and time zone. Check that dashboard filters are not excluding spend covered by the invoice or charge. If the discrepancy persists after reporting updates, contact support for review.
Helpful details for support:
Ad account ID, invoice or charge ID, amount in question, campaign IDs, date range and time zone, and screenshots or exports showing the difference.
How to submit a support request
You can submit a support request directly to ads-support@openai.com or use the support widget in the bottom right of this page.
How to describe urgency
If the issue looks broader than one campaign or one user, say that clearly. Mention whether it affects multiple campaigns, multiple accounts, or an entire workflow such as reporting or launch. If you suspect a broader incident, include a few concrete examples rather than a general statement that the platform is down.