Adwave help
Troubleshooting
Steps to check common account, campaign, payment, tracking, and integration problems.
On this page
Need to reach us? Contact support by chat, email, phone, or message. The checks below may help you resolve the issue yourself.
Account access
- Sign in at Adwave with the email address you used to create the account. Sign-in uses a one-time email code.
- Check your spam or junk folder if the code does not arrive. Request a fresh code if the previous one has expired.
- For a workspace invitation, sign in with the invited email address and accept the invitation.
- If a business or campaign is missing, check the workspace switcher. Each workspace has its own businesses, campaigns, wallet, and keys.
- Agency clients should use their invitation. If you use an older Adwave account, the legacy customer login remains available.
Campaign not running
Open the campaign and read the explanation beside the affected channel. Different channels can be at different stages.
| What you see | What to check |
|---|---|
| Draft | Finish setup, review the ads, and launch when ready. Saving a draft does not start delivery. |
| Preparing or Starting | Check whether ads, audience lists, or channel approvals are still being prepared. A channel can need more time than the rest of the campaign. |
| Paused for funds | Check the paying wallet. Add enough to cover the daily budget, then resume. |
| Monthly cap reached | Review the cap in Billing. Delivery can resume after the cap resets or an authorized person raises it. |
| No eligible ads or audiences | Read the campaign’s next action. Review assets and use Rebuild reach when the app asks for it. |
| Some channels live | Check eligibility, budget, audience size, and creative requirements for the remaining channels. |
Use the campaign guide and audience and channel guide for the full controls. Repeatedly recreating a campaign can make the original problem harder to diagnose.
Wallet & payments
- Confirm you are viewing the workspace that made the payment. Managed agency clients can use the agency wallet.
- Check wallet activity for the deposit, daily charge, or delivery credit. Compare the date, amount, and reason shown there.
- Card checkout shows the wallet deposit and the total card charge, including the processing fee. They can differ.
- If checkout completed but the balance has not changed, contact support with the payment date and receipt reference before paying again.
- If auto-refill stopped, check the saved payment method and the Wallet page. Three consecutive failed charges disable auto-refill until you re-enable it.
The billing guide explains daily charges, credits, disputes, and when a budget change takes effect.
Tracking has no events
- Copy the personalized snippet for the correct business from Tracking. An example containing
YOUR_SITE_TOKENcannot record your visits. - Check that the snippet is saved and published on the live website. A preview or unpublished theme can differ from the public site.
- Visit the live website and apply your site’s consent choices. Browser extensions and consent settings can prevent a tag from loading.
- In Adwave, choose Send a test ping, then Open your site with the test link. Look for Receiving on the health card.
- If visits arrive but conversions do not, check the conversion rule or event name. Revenue reporting also needs a conversion value.
Follow the installation guide for your website platform. A successful tag test confirms that the tag is receiving events; it does not prove that every conversion rule is configured correctly.
API & MCP errors
| Response or symptom | Next step |
|---|---|
| 401 Unauthorized | Check the bearer key and workspace. Replace a revoked key in your client. For OAuth, reconnect the account. |
| 402 Payment Required | Read the returned funding or paid-operation details. Check the wallet and quote before retrying. |
| 403 Forbidden | Check your role, workspace, agency plan, and the operation’s requirements. |
| 404 Not Found | Check the ID and whether the key belongs to the workspace that owns it. |
| 409 Conflict | Read the error and refresh the object’s state before retrying the operation. |
| 429 Too Many Requests | Slow down and back off. Requests can share a user-level limit across multiple keys. |
| MCP tools missing | Confirm the MCP endpoint and authentication. A public connection exposes signup tools, not your workspace’s campaign tools. |
Use the API reference or MCP guide for request examples and tool requirements. Keep API keys out of browser code, public repositories, and support messages.
Contact support
Contact the Adwave team by chat, email, phone, or the message form. Include your workspace or business name, the campaign if relevant, and what happened. Add the approximate time and any error or request ID.
Do not include API keys, sign-in codes, payment card details, or private customer lists.
Privacy and account deletion
For personal information requests, email privacy@adwave.com. Follow the data deletion instructions for account closure, connected platforms, and advertiser-site data. Our privacy policy explains the information we collect and your choices.