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. Account verification, account approval, ad review, and ad delivery are separate checks. Completing one does not mean all the others are complete.
1. Business verification
My business verification failed
What it means: We have completed the verification of your account and were unable to approve it. Verification can fail when we could not verify the accuracy of your business identity, ownership, or affiliations.
Next step: Please ensure your account, ads, and landing pages accurately represent your business and any relationships with other individuals, organizations, or brands.
My business verification in progress
What it means: Verification has not yet reached a final outcome. A pending status can include checks that are waiting to proceed, so it does not always mean an active review is underway. Follow any instructions shown in Ads Manager. Ads Manager checks for updated verification results while the page is visible and when you return to the tab.
Next step: The review may take up to 7 Business days to complete, please reach out to Ads Support if it takes longer.
My business verification not Started
Check first: Return to the verification prompt in the correct Ads Manager account. Refresh the page or sign in again using an up-to-date browser.
Next step: If verification still will not open, contact Ads Support. Include your ad account ID, the button or link you selected, the exact error or a screenshot, and the date, time, and time zone of the attempt. Tell us whether the verification form opened before the error appeared. Do not send identity documents, passwords, or payment details in your support message.
Verification is blocking me from saving an ad
What it means: For self-service accounts that require verification, using an ad destination on a different website domain can require account verification to be approved first. Check the message in Ads Manager for the current verification state.
Next step: If the message asks for an admin, ask an account admin to complete verification. If Try again is shown, you can select it to start an available retry. Starting a retry may use a verification attempt; selecting Save alone does not retry a failed or declined verification. If Contact support is shown, use that option. Otherwise, follow the verification instructions displayed.
Can my ads run and incur charges before business verification is complete?
Some accounts can begin delivering ads before additional business verification is required, provided their ads are approved and billing, account readiness, campaign status, budget, and schedule allow delivery. Advertising spend can accrue during this period.
Additional business verification may be required after an account reaches a spending threshold. Verification thresholds can vary and may change. A verification threshold is separate from your campaign budget and from the payment threshold that determines when your payment method is charged. It is not free advertising credit.
Do not rely on an incomplete verification step to keep a campaign paused or prevent spending. If you are not ready to advertise, pause your campaigns and confirm their status in Ads Manager. Review your campaign budgets and schedules to manage spending. If Ads Manager asks you to complete verification, follow the instructions shown; delivery may be restricted until the required verification is approved.
2. Industry eligibility
My business or industry is not eligible to advertise
What it means: The Ads Policies currently prohibit your industry or services from advertising with OpenAI. Please refer to the Eligibility table below for the allowed industry and services category. A registered or licensed business is not automatically eligible for every advertising category or market.
Next step: If you believe an advertiser-account decision is incorrect, use the appeal link in the decision email. For an individual ad decision, use the appeal or Request Review option shown in Ads Manager, when available. If you cannot find or open the applicable appeal option, contact Ads Support.
3. Ad Rejections (Policy Eligibility table)
My ad was rejected
Check first: Read the rejection message in the Ads Manager and identify the affected text, image, or landing page. Check that the complete ad and destination comply with the Ads Policies and describe the same offering.
Next step: If you believe that the policy reason does not apply to your ad, you may use the appeal option in Ads Manager or the Request Review button. Appeal is the fastest path for resolution so reach out to Ads Support only if no appeal option is available or the appeal is pending for more than 7 days without decision.
My ads cannot serve in the countries I selected
What it means: Compare the campaign's target countries with the allowed policy categories. This error message shows up when the policy categories are not allowed in specific geographies. Certain categories are restricted to select approved advertisers only. At this time we are only working with a small group of advertisers and are not accepting applications for approval in certain policy categories. Refer to the Ad Policy Eligibility table below.
An ad can pass review and still be ineligible to serve in its selected countries. Check the policy category and country restrictions. If you believe your ad was categorized incorrectly, use the available appeal or Request Review option.
Next step: If you feel the policy restriction on the ad is incorrect, use the appeal option in Ads Manager or the rejection notice when available. Appeal is the fastest path for resolution so reach out to Ads Support only if no appeal option is available or the appeal is pending for more than 7 days without decision.
4. Domain Approvals
My domain is not approved for this account
What it means: We could not verify that your advertiser identity matches your provided domain.
Next step: Please verify that your advertiser identity matches the domain information provided. You must have received an email with details on the rejection reason and next steps. If you think the decision is incorrect, please appeal using the link in that email. Appeal is the quickest way for resolution, if there are any issues in raising an appeal or you do not see the appeal option, please contact Ads Support.
Ads Support can be reached at ads-support@openai.com. In your outreach, please include your ad account id and the category of issue you are experiencing.
Ads Policy Eligibility Table for Highly Regulated Areas
Note - Certain categories are restricted to select approved advertisers only. At this time we are only working with a small group of advertisers and are not accepting applications for approval in certain policy categories.
Health
| Category | US | All Other Countries |
|---|---|---|
| Over-the-counter medicines / pregnancy tests | Not allowed | Not allowed |
| Disease awareness (excluding policy or advocacy) | Allowed | Not allowed |
| Minimally invasive cosmetic procedures | Allowed | Not allowed |
| Consumer medical devices, wearables and apps | Allowed | Not allowed |
| Telehealth services | Not allowed | Not allowed |
| Health software and infrastructure | Allowed | Allowed |
| Dietary supplements | Allowed | Not allowed |
| Health insurance | Restricted to Select Approved Advertisers | Not allowed |
| Prescription medicines | Not allowed | Not allowed |
| Online pharmacies | Not allowed | Not allowed |
| Hospitals and urgent care | Restricted to Select Approved Advertisers | Not allowed |
| Medical testing and diagnosis | Restricted to Select Approved Advertisers | Not allowed |
| Medical procedures and experimental care | Not allowed | Not allowed |
| Sexual health and adult-oriented services | Not allowed | Not allowed |
| Menstrual, pregnancy, delivery and postpartum products | Allowed | Not allowed |
| High-risk or potentially unsafe products and services | Not allowed | Not allowed |
Financial services
| Category | US | All Other Countries |
|---|---|---|
| Deposit accounts | Allowed | Restricted to Select Approved Advertisers |
| Credit cards | Restricted to Select Approved Advertisers | Restricted to Select Approved Advertisers |
| Insurance (excluding health insurance) | Allowed | Restricted to Select Approved Advertisers |
| Auto loans and leasing | Allowed | Restricted to Select Approved Advertisers |
| Mortgages | Restricted to Select Approved Advertisers | Restricted to Select Approved Advertisers |
| Investing, brokerage and robo-advisers | Restricted to Select Approved Advertisers | Restricted to Select Approved Advertisers |
| Personal loans | Restricted to Select Approved Advertisers | Not allowed |
| Buy now, pay later | Restricted to Select Approved Advertisers | Not allowed |
| Payments and remittances | Restricted to Select Approved Advertisers | Not allowed |
| Financial planning | Restricted to Select Approved Advertisers | Not allowed |
| Credit monitoring | Restricted to Select Approved Advertisers | Not allowed |
| Credit repair | Not allowed | Not allowed |
| Cryptocurrency | Restricted to Select Approved Advertisers | Not allowed |
| Debt relief | Not allowed | Not allowed |
| Private student-loan refinancing | Not allowed | Not allowed |
| Earned wage access (EWA) | Not allowed | Not allowed |
| Payday loans | Not allowed | Not allowed |
| Financial software | Allowed | Allowed |
Legal services
| Category | US | All Other Countries | Conditions |
|---|---|---|---|
| Legal services | Allowed | Not allowed | US Advertisers must be licensed to practice law in the US to serve ads to US users. |