Contacting Innovid Support

Description: Innovid’s ticketing system enables you to request assistance from our support team to answer any questions and/or troubleshoot any potential issues you might experience working on our platform. To ensure a smooth and efficient support experience, please follow the guidelines below when submitting a ticket.
Note: You can try searching the Help Center before submitting a ticket, as the answer might be in an article.

Submitting a ticket to support

1. Login to Your Account: If you are not already automatically logged in, select Sign In on the Help Center homepage. 
2. Raise a Support Ticket: Navigate to the Submit a request icon in the upper right-hand corner of the homepage. 
3. Select the Relevant Category or Product: Choose the one that best matches your issue. Review the below section called Ticket Categories Defined to assist you with your selection. 
4. Provide Detailed Information: Fill out the support ticket form with accurate and detailed information about your problem or inquiry. Include relevant details such as your advertiser account name, campaign ID, or any other information that can help the support team understand and resolve your issue.
5. Attach Screenshots or Files (if applicable): If your issue can be better explained with visuals, consider attaching screenshots or files to your support ticket. 
6. Submit the Ticket: Once you've completed the form and reviewed the information, submit your support ticket. 
7. Receive Confirmation: You should receive a confirmation email or notification after submission.
8. Check for Updates: Periodically check your email or the support portal for updates on your ticket. Monitor tickets under My activities (see below for a step-by-step overview).

Checking the ticket status 

1. 1. Access the history of your tickets by clicking on the profile icon and selecting My activities.
   2. Filter to “My requests” or “Requests I’m CC’d on” view to include a list of tickets submitted with creation date, last activity and status (Open, Awaiting your reply, Solved).
   3. Click on the ticket name to open the ticket history. 
   4. Use the comment box to provide additional information or ask questions.
   5. Select Submit to update the ticket. 

Ticket categories 

Ad Management: This category is specifically for those ad serving or running DCO/interactive campaigns with Innovid experiencing issues during the campaign set up process. Here, you can select between the following topics:

• Creative management: questions and/or issues related to the functionality of an ad’s content, asset library, ad authoring tools, etc.  
• Integration: questions and/or issues related to Innovid’s proprietary integrations (i.e., Innovid Connect) or 3rd party integrations (i.e., Double Verify). 
• Campaign management: questions and/or issues related to Innovid’s ad management platform, known as CMT. 

Ad Measurement: This category is specifically related to Innovid’s reporting across ad serving, creative, and InnovidXP. Here, you can address support in the following areas:

• InnovidXP: questions and/or issues related to the InnovidXP dashboard or reports.
• Ad Serving Analytics: questions and/or issues related to Innovid’s ad serving analytics dashboard, report builder, discrepancy checks, and conversion reports. 

Account Administration: This category is specifically related to your account details with Innovid, from requesting access for a new user to a billing inquiry. Here, you can address support in the following areas:

• User account: questions and/or issues around user access and permissions for Innovid’s platform.  
• Billing Request: questions and/or issues related to billing requests or invoices. 
• Advertiser/Brand Account: questions and/or issues related to an advertiser and brand accounts in Innovid’s platform.

Note: All requests related to publisher operations, certifications, and encodings should be submitted through the Innovid Certification Portal. Visit Innovid's Help Center on Certification for more details.