Troubleshooting

I can’t See/Select My TikTok Pixel

In Easy Ads for TikTok, you can create high-converting TikTok ads in three steps, starting with connecting all your TikTok advertising assets. Issue Overview If you can't select your TikTok Pixel, don't worry. This guide will walk you through the process to connect your Pixel step-by-step. ||| Note: The account names and IDs shown in this guide are for demonstration purposes only. You should see your own account information when you use the app. Step one of creating your funnel Troubleshooting When you can't see your TikTok Pixel, it means one of the following: 1. You’re not an admin of this Pixel. 2. This Pixel is restricted from advertising. 3. This Pixel is not assigned to the TikTok advertiser manager you selected in the “ TikTok Ad Account” dropdown. | Before diving in, make sure to open your TikTok account that's connected to your TikTok ads manager and TikTok business center in your browser. Issue 1: You’re not an admin of this Pixel. Ask the owner of this Pixel to grant you admin permission. Here is how: Sharing the TikTok pixel. Issue 2: This Pixel is restricted from advertising. In this case, you can't use that pixel in TikTok ads. We recommend submitting an appeal to TikTok. To do that, follow these steps: 1. Log in to TikTok Ads Manager 2. Go to Assets > Events/Pixels 3. Find the restricted pixel 4. Click "Appeal" button (may be an icon) 5. Fill out appeal form 6. Submit appeal If no appeal option visible, vistit TikTok Ads Help Center where you can contact the TikTok support team. Issue 3: This Pixel is not assigned to the TikTok advertiser manager you selected in the “ TikTok Ad Account” dropdown. To add your TikTok pixel to your TikTok advertiser manager, follow these steps: 1. Go to ads.tiktok.com and select your TikTok business center Select your business center 2. Click on Pixels Click on Pixels 3. Click on Link assets Click on Link assets 4. Select your advertiser manager Click on your ads manager 5. Click on Assign Click on Assign Great job 🎉 Your pixel is linked to your advertiser manager. 6. Return to the Easy Ads for TikTok app and hard refresh the browser page you're on (Press and hold Ctrl + Shift + R for Windows OR Command + Shift + R for OS) to delete the cache. 7. Your pixel should appear now in the drop menu of the TikTok pixel. If you still any issues or have any questions, please don't hesitate to reach out to us via our live chat. We'll be happy to help.

I can’t see/select my TikTok Identity

Your TikTok identity refers to your unique profile on the TikTok platform, which includes several elements that represent you or your brand. If you're unable to select or see your TikTok identity on your Easy Ads dashboard, it could be due to several reasons. Here are some common issues and their solutions: 1. You haven't set up your TikTok identity. 2. Your TikTok account is not linked to your business account. 3. You lack permissions over the TikTok account. 4. The TikTok account is restricted. Issue (1): You haven't set Up your TikTok Identity In this case, you may follow the steps in the guide below on how you can set up your TikTok Identity: How to Set Up Identity Issue (2): Your TikTok Account is not linked to your Business Account To fix this, kindly follow the steps below: 1. Go to https://ads.tiktok.com/ and select the business account that you intend to use for ads. 2. On the sidebar, look for Assets and click on TikTok accounts. 3. On your screen, click on Request access. Click on "Request access" 4. Click on the appropriate goal for you and click on Next. 5. Click on the toggle button to enable permissions you need to deliver ads with a TikTok account. Enable permissions 6. Once done, click on Generate QR code. Click on Generate QR code 7. Follow the steps on the screen. If you have the app installed in your phone, you may go to the app and scan the code on the screen. Please make sure that the correct account is logged in on the app before you scan the code. Once scanned, you should be redirected to this page on your mobile screen. Click on Continue to authorize and grant access to your account. Click on Continue Press OK to close the tab Once linked, you should be able to see your TikTok identity reflected in your TikTok for Business dashboard. Issue (3): You lack permissions over the TikTok Account Here's how to solve this: 1. Always on your Business Center https://business.tiktok.com/ On the sidebar, under Users, click on Members. Under "Users" click on "Members" 2. Click on TikTok accounts. Click on TikTok accounts 3. Click on Assign to assets. Click on Assign to assets 4. Click on ad delivery assets. Click on Ad delivery assets 5. Select the TikTok account name here. Select the TikTok Account name 6. Enable all the toggles to grant permissions. Enable all the toggle button to grant permissions 7. Once done, you may click on Assign. 8. Click on OK. Click on "OK" to close the tab Issue (4): The TikTok Account is restricted If your TikTok identity is restricted, it typically means that TikTok has placed limitations on your account due to a violation of its guidelines or security concerns. Here are the steps you can take: 1. Review the reason for restriction. TikTok usually provides a reason for any restrictions. Check your account notifications or email to understand why the restriction was applied (e.g., community guideline violations, copyright issues, or security concerns). 2. Appeal the decision. If you believe the restriction is a mistake, you can appeal through TikTok. Here's how: - Open TikTok and go to your profile. - Tap the three dots (or hamburger menu) in the top-right corner to open Settings and Privacy. - Scroll down to Report a Problem or Help Center. - Select the appropriate category (e.g., "Account Banned" or "Content Violations"). - Write an appeal, providing all relevant information to explain why your account should be reinstated. 3. Wait for TikTok's response. TikTok typically reviews appeals and responds within a few days. Keep checking your email or the app for updates. 4. Improve account security. - If the restriction is due to suspicious activity, ensure that your account is secure. - Change your password. - Enable two-factor authentication (2FA). - Avoid using third-party apps or unauthorized software to manage your account. 5. Follow community guidelines. Make sure that your future posts and interactions comply with TikTok’s community guidelines to avoid further restrictions. This includes content related to sensitive topics, harassment, misinformation, etc. 6. Contact TikTok Support (if necessary). If the issue persists, you can reach out to TikTok support directly through their official website or social media channels to escalate the matter. However, it is best to create a new TikTok identity if your current identity is restricted.

Easy Ads Refunds & Charge Reversals Policy

Refund Policy for the Easy Ads for TikTok Ads App Thank you for choosing Easy Ads for TikTok Ads. Our goal is to provide you with a smooth experience and effective advertising solutions. We understand there may be situations where you request a refund or charge reversal. Please review the following terms carefully: Refund Requests Refunds are reviewed on a case-by-case basis. To be eligible: - You must submit your request within 14 days of installation. - The app must not have been actively used. - If campaigns were launched, they must show a Click-Through Rate (CTR) below 1.5%. Refunds will not be granted if: - The request is made after 14 days. - Campaigns achieve a CTR higher than 1.5%. All refund requests must be submitted via email: [email protected] Charge Reversal Requests - Must be submitted within 72 hours of uninstalling the app. - Requests are reviewed individually. - You must provide a full-screen screenshot of the charge, showing the Easy Ads name and the amount. Send charge reversal requests to: [email protected] Important Notes - All refund and charge reversal requests are subject to review and approval. - We reserve the right to deny any request that does not meet these conditions. For further assistance, contact our support team at [email protected]. We appreciate your understanding and cooperation with our refund policy.

I can’t see/select my TikTok Ad Account

There could be a few reasons why you are unable to access or see your TikTok Ad Account on your Easy Ads for Tiktok Dashboard. If the TikTok Ad Account dropdown shows No Results when you click on it, this means one of the following: 1. The Ad Account is not connected to your Business Center 2. You’re not an admin of the Ad Account 3. The Ad Account is restricted from advertising Issue (1): The Ad Account is not connected to your Business Center Solution: 1. Go to https://ads.tiktok.com/ and click on the name of your Business Account Click on the name of your Business Account: 2. Under Assets, click on Advertiser accounts Click on Advertiser account: 3. Click on Add advertiser account. Click on Add advertiser account. 4. Click on Request access to an ad account. (The ad account will still be owned by the original owner.) Then click Next. Click on Request access then click Next. 5. Enter advertiser account ID. (The Ad Account ID can be found in the TikTok Ads Manager of the account you wish to link. It's usually visible on the dashboard in the upper-right corner or under the account settings.) And select Admin under access permission Enter advertiser account ID and select Admin under access permission 6. Submit Request. Submit Request. 7. If you are the admin of the ad account, the request will be approved automatically. If not, the admin have to grant the request submitted on their notifications via their Ads Manager. Once the ad account is connected, you may now assign the appropriate permissions to users within your Business Center. You can add members or agencies and control their roles, such as Admin, Advertiser, or Analyst, depending on the level of access they need. Issue (2): You’re not an admin of the Ad Account Solution: Ask the owner of the Ad Account to grant you admin permission: Here's how: Change permission Issue (3): The Ad Account is restricted from advertising Solution: If your TikTok ad account is restricted, it could be due to violations of TikTok’s advertising policies or incomplete information. Here's what you can do to resolve the issue: 1. Review the Restriction Reason Log in to your TikTok Ads Manager and check for any notifications or messages explaining why the account was restricted. TikTok typically provides information on the violation (e.g., policy breaches, payment issues, or inappropriate content). 2. Update Billing Information If the restriction is due to a billing issue (e.g., failed payment or expired card), update your payment method in the Ads Manager. Resolving payment issues can often lift restrictions quickly. 4. Contact TikTok Support If the reason for the restriction is unclear or if you believe the restriction was made in error, contact TikTok Ads Support. You can submit an appeal or inquiry through the following steps: - Go to the TikTok Ads Help Center. - Submit a support ticket explaining the situation. - Provide any relevant documentation, such as screenshots or receipts, to strengthen your case. 5. Submit an Appeal If you think the restriction is unjustified, you can file an appeal directly through the Ads Manager interface. You’ll typically find an option to appeal in the notification or email that informed you of the restriction. 6. Wait for a Response After submitting an appeal or contacting support, TikTok may take a few days to review the case and respond. Keep an eye on your email and the Ads Manager dashboard for updates.