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General FAQ
General FAQ
Emma Sefort avatar
Written by Emma Sefort
Updated over 6 months ago

Introduction

The purpose of this FAQ is to help users with a better understanding of some of the most frequently asked questions regarding campaign performance.

Below can be seen some different questions that are the most frequently asked in our Nexta support chat and/or e-mail.

Targeting

My campaign location/targeting is set to only be seen in Odense, however I can see that people in Copenhagen is target. How can that be?

The location discrepancy usually appears when the third party system get the data after the impression is made, as this is the data that is being used in reporting. The root cause of this is "iCloud Private Relay". This functionality from Apple's side put limitations in regards to what kind of information the third party system can retrieve from the users' devices, including the IP address, which is used to determine the geolocation of the end-user.

When this functionality is enabled on the user's browser (only iPhone, iPad, iPod touch, and Mac support this feature), it is not possible to retrieve the correct IP address of the user, and instead, the system is handed a random IP address that belongs either to Apple data centers or one of the 3rd party providers that Apple is collaborating with.

Is it possible to create campaigns in other Sweden, Norway or Germany?

Yes it is, just send a message to support@nexta.io and tell which client and what country

SoMe campaigns

Social Display: the client created their Facebook post but we cannot see the banner. When does the banner attach to the campaign?

Create campaign:

Every hour. The system checks for posts, creates banners, adds banners to the campaign. Then the campaign is ready to be activated.

Update campaign:

Every 6 hours. If there are new posts with the hashtag, new banners are created at 01:00, 07:00, 13:00 & 19:00.

Synchronize banners:

At 04:00. Once a day, the system automatically checks if changes have been made to the post.

Product list importer:

Every hour. The product list in Creatives is updated every hour at 13:30, 14:30, etc.

Why have my Social Display campaign not started?

Check this out:

  1. #hashtag is not on the post/ not the same as the campaign

  2. The post is older than 30 days

  3. Ready for processing is not ticked in booking details

  4. Max number of updates is not entered

  5. Check if social Display is activated in client management under "Facebook"

  6. The image on the FB post is smaller than 300px x 225px. We recommend 1080x1080

  7. The campaign start date is in the past. The start date must be set to the future.

  8. Check in Ad Builder if Social Display can be selected as a layout when a display objective is selected. If not, contact Nexta Support.

  9. Is there a video in the post? Here you must select a thumbnail before it is created.

Can I deactivate/delete comments on Facebook/Instagram campaigns?

It is not possible to deactivate comments on Facebook and Instagram campaigns, however the owner of the page can hide the comments individually.

Is it possible to change the banner and still keep the comments and the like from the Facebook/Instagram campaign?

This is not possible.

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