How to troubleshoot denied creatives

  • Updated

When exchanges disapprove creatives, Moloco Cloud DSP provides the reasons on the creative list page. In this article, you'll learn the possible reasons for disapproval and the troubleshooting guide.

 

Creative spec issue

Denied reason Relevant exchanges Troubleshooting guide
Creative spec issue - Invalid cta Kakao Check the list of allowed CTA texts by Kakao and upload the native creative again with a valid CTA text.
Creative spec issue - Invalid file size All

Upload the creative again with the allowed spec. Check if the file size meets the exchange guide

  • Image assets: Max 500KB (1MB for gif format)
  • Video assets: Max 10MB 
  • Kakao-specific guides:
    • Bizboard: Max 300KB
    • Native display: Max 500KB
Creative spec issue - Invalid video duration All

Upload the creative again with the allowed spec. Check if the video complies with the minimum or maximum duration guide below for each creative type and exchange.

  • Video duration: 6 secs - 100 secs
Creative spec issue - Invalid aspect ratio All 

Upload the creative again with the allowed spec. Samsung has specific requirements below on the aspect ratio of video assets.

  • Samsung-specific guides:
    • Native video: 16:9 or 9:16 ratio
    • Interstitial video: 9:16 ratio
Creative spec issue - Others All Upload the creative again with the allowed spec. This rejection may due to low image quality, etc. Please contact the Moloco representative to identify the specific reason for disapproval.

 

Denied app category

Denied reason Relevant exchanges Troubleshooting guide
Denied App Category - Cryptocurrencies  AdX Advertisers offering Cryptocurrency Exchanges and Wallets targeting France, Germany, South Korea, and the Philippines should meet Google's requirements and be certified by Google. Refer to Google's more detailed guide on Cryptocurrencies
Denied App Category - Gambling AdX, Kakao
  • AdX-specific guides: Gambling apps need to be certified by Google before advertising. Read the guide and follow the instructions to certify your app.
  • Kakao-specific guides: No action is required. Kakao prohibits gambling, casinos, horse racing, and lottery apps. Refer to Kakao's
    restricted industries guide for more details.
Denied App Category - Blind date Kakao No action is required. Dating and chatting apps are prohibited by Kakao. Refer to Kakao's
restricted industries guide for more details.
Denied App Category - Improper Finance service Kakao

No action is required. The following financial products can't be advertised on Kakao inventory. Refer to Kakao's restricted industries guide for more details.

    • Asset management and investment information services
    • Credit investigation and debt collection
    • Real estate consulting and brokerage (bidding, leasing, etc.) services
    • Multi-stage, loan business, loan recruitment service.
    • Services that provide illegal discounted loans through credit cards or mobile phones.
Denied App Category All Depending on the app's category, your app may be rejected by exchanges. Reach out to your Moloco representative to identify the specific reason for disapproval.

 

Denied contents

Denied reason Relevant exchanges Troubleshooting guide
Denied Contents - Adults All (Moloco Internal Policy) 

Upload the creative again without adult content. Moloco prohibits creatives containing sexual content.

If the app's age rating is for adults, your campaign may entirely be blocked by AdX or Kakao exchange, or have limitations below: 

  • AdX-specific guides: Google restricts the promotion of certain types of non-family safe or adult-oriented content. See detailed guide
  • Kakao-specific guides: Adult-related services (adult broadcasting, adult communities, adult products, etc.) can't be advertised. There will be limitations on inventories for an app that requires adult targeting as well. Kakao's restricted industries guide 
Denied Contents - Weapon All (Moloco Internal Policy)  Upload the creative again without the contents related to weapons. Moloco prohibits promoting guns and other weapons.
Denied Contents - Tobacco All (Moloco Internal Policy)  Upload the creative again without the contents related to tobacco. Moloco prohibits promoting tobacco.
Denied Contents - Personal contents All (Moloco Internal Policy) 

Upload the creative again without the denied contents. Moloco prohibits ads (creatives and landing pages) to collect personal information or infringe any personal rights.

  • AdX-specific guides: Google prohibits ads that directly capture any personally-identifiable user information, including e-mail addresses, telephone numbers, and credit card numbers. See detailed guide
  • Kakao-specific guides: Kakao doesn't allow ads for services and products (e.g., eavesdropping, location tracking, private investigation service, etc.) that are likely to infringe on the privacy of individuals. Also, ads to present or oppose opinions to a specific person or organization are prohibited. Kakao's restricted industries guide 
Denied Contents - Uncertified drug All (Moloco Internal Policy) 

Upload the creative again without the denied contents.

  • AdX-specific guides: Contrary to Google Ads, online pharmaceutical products are not allowed on Ad Exchange. See detailed guide
  • Kakao-specific guides: Unable to run ads for industries such as pharmaceuticals that require submission of industry documents and advertisement review documents.
Denied Contents - Unapproved substances All (Moloco Internal Policy) 

Upload the creative again without the denied contents. Moloco prohibits ads about unapproved substances.

  • Kakao-specific guides: The following services or products can't be promoted.
    • Alternative medicine, tattoos, and fortune-telling services
    • Men's health supplements
Denied Contents All (Moloco Internal Policy) 

Upload the creative again without the denied contents. Moloco and AdX prohibit the following contents: 

  • Birth control: Ads related to birth control or fertility products in selected countries. Read more
  • Enabling dishonest behavior: The promotion of products or services that are designed to enable dishonest behavior. Read more
  • Inappropriate content: the promotion of hatred, violence, harassment, or racism; content that's likely to shock, disgust, or that's exploitative or appears to unfairly capitalize at the expense of others; or promotes sexual, religious, or political intolerance, or organizations with such views. Read more
  • Misleading content: Ads that make false statements, use false claims, falsely imply affiliations, mislead, or trick the user into interacting are prohibited. Read more
  • Recreational drugs: Ads or landing pages promote recreational drugs or drug-related content. Read more
  • Shocking content: Ads or landing pages contain shocking content such as profane language, gruesome or disgusting imagery, or promotions designed to shock or scare. Read more
  • Alcohol information and targeting: ads or landing pages contain alcohol-related content are allowed on the ad exchange only in the countries where they are supported, and only for inventory explicitly selected by publishers. Read more
Denied Contents_Legal Local AdX AdX rejects creatives depending on the target country's legal requirements. Refer to the guide to see more detailed restrictions by country.
Denied Contents_Legal China AdX

AdX holds for full geographic policy review when creatives attempt to serve to users in China. There may be a delay before your ad is reviewed and approved to run. Reach out to your Moloco representative to request the review. It will take 1-2 business days.

Denied Contents_Legal Russia AdX  Due to the ongoing war in Ukraine, Google temporarily pauses ads from serving to users located in Russia. Read more
Denied Contents - Not allowed language AdX, Samsung
Change the language of your creative. Samsung and some publishers under AdX restrict advertisers to use only certain languages for creatives targeting specific countries. e.g., only Korean and English are allowed for Korean targeting creatives. Furthermore, AdX supports only the languages in this list.
Denied Contents - Religion Kakao Kakao prohibits ads on religious organizations, public relations of religious activities, specific religious information, missionary activities, and similar services are not allowed to execute advertisements. Refer to Kakao's restricted industries guide for more details.
Denied Contents - Used trade Kakao Kakao prohibits promotion of an app for used trade that are at risk of fake goods
Denied Contents - Illegal service Kakao Kakao prohibits promotion of an app handling products that can't be sold or distributed on the Internet or products that can't be imported. Refer to Kakao's restricted industries guide for more details.

 

Landing page issue

Denied reason Relevant exchanges Troubleshooting guide
Landing page Issue - Not Crawlable or broken. AdX Replace the landing page with an alternative store link that can be accessed globally or in US region. Before an ad can be shown, the landing page URL needs to be reviewed by Google. Contact your Moloco representative if you want to run ads with an app only for the local region but blocked by AdX for this reason.
Landing page Issue - Low quality AdX, Samsung The creative is rejected because of poor landing page quality from the click-through URL. Review the landing page and ensure that the website provides a good user experience. For AdX, learn more about using Quality Score to guide optimization.
Landing page Issue - others AdX

Double-check the landing page. The ad is disapproved because the landing page does not work properly. Common issues include malformed click-through URLs, invalid click redirect URLs, problems with macro replacement in URLs, invalid URLs from landing pages, or non-working/non-existent landing pages.

 

Others

We categorize denied reasons in 'Others' for all other reasons not described above. Please reach out to your Moloco representative to identify the reason for disapproval.

 

Samsung exchange: possible denied reasons

We can only provide that Samsung denied your creatives except for detailed reasons in our dashboard. The table below shows the most frequently denied reasons for Samsung exchange. Check if the denied creatives fall under the following reasons. If you can't find the reason, please contact the Moloco representative.

Denied reason Relevant exchanges Troubleshooting guide
Creative spec issue - Invalid video duration All

Upload the creative again with the allowed spec. Check if the video complies with the minimum or maximum duration guide below for each creative type and exchange.

  • Samsung-specific guides:
    • Native video: 6 secs - 30 secs
    • Interstitial video: 16 secs - 30 secs 
Creative spec issue - Invalid aspect ratio All 

Upload the creative again with the allowed spec. Samsung has specific requirements below on the aspect ratio of video assets.

  • Samsung-specific guides:
    • Native video:
    • Interstitial video: 
Creative spec issue - Others All Upload the creative again with the allowed spec. This rejection may due to low image quality, etc. Please contact the Moloco representative to identify the specific reason for disapproval.
Denied App Category - Not Galaxy store app  Samsung No action is required. Samsung rejects if the advertising app is not registered in Galaxy Store. 
Denied Contents - Retargeting  Samsung No action is required. Samsung doesn't allow retargeting ads
Denied Contents - Not allowed language AdX, Samsung
Upload the creative again in the primary language of the targeted country. Samsung restricts advertisers to use only certain languages for creatives targeting specific countries. e.g., only Korean and English are allowed for Korean targeting creatives.
Landing page Issue - Low quality AdX, Samsung The creative is rejected because of poor landing page quality from the click-through URL. Review the landing page and ensure that the website provides a good user experience. If you can't find the reason, contact the Moloco representative.

 

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