Help Center

Troubleshooting on Ad Studio

Your ad might be rejected by Spotify for one of the following reasons:

  • The ad fails to comply with Spotify's Advertising Terms and Conditions.
  • The incorrect length (ads must be 30 seconds or less).
  • The ad promotes or links to a Spotify competitor.

For a full list of audio ad guidelines, check out our audio ad specs.

For a full list of video ad guidelines, check out our video ad specs.

Your ad edits might be rejected by Spotify for one of the following reasons:

  • The ad fails to comply with Spotify's Advertising Terms and Conditions.
  • The incorrect length (ads must be 30 seconds or less).
  • The ad promotes or links to a Spotify competitor.

For a full list of audio ad guidelines, check out our audio ad specs.

For a full list of video ad guidelines, check out our video ad specs.

If proposed edits are rejected, the current ad will remain stopped until the edits are compliant with Ad Studio’s advertising policies. Click here for more details.

Once an ad has been rejected, advertisers can edit the existing ad rather than creating a new ad.

No. Currently, you’re not able to target by a user’s language. The language that your ad is in must be the regional language of the country you’re targeting.

No. You can select one option among interest, real-time context, genre, and fan targeting.

Your account may have been suspended for reasons like missing too many payments or violating our terms of service. Please review and update your payment details if needed. Otherwise, reach out to us for more information or to request reactivation.

If you’ve forgotten your login information, you need to reset it through Spotify. Follow these steps to do so.

It’s likely that you’re using a credit card that doesn’t match the country that your account is registered with. Ad Studio is live in the US, Canada, Mexico, UK, Spain, Australia, and New Zealand, and we can only accept cards issued in those countries.

First, double-check that your card was issued in one of the above countries. Then, check if the country your Ad Studio account is registered in matches the card-issuing country. To check this, log into Ad Studio and go to your Account Settings. Click edit and verify the country that is listed. If the country listed in your Account Settings is incorrect, you will need to create a new Ad Studio account.

If you are still having issues at this stage, let us know and we can help find the issue.

Due to the functionalities of Ad Studio, changes to outstanding invoices will not be accommodated. This includes, but is not limited to:

  • PO numbers additions
  • Customer name changes
  • Billing address changes

Prior to the beginning of the month, the customer must update their account or inform the Ad Studio team of any account corrections that could impact invoicing. Please reach out here and do not reply to the email that sends the invoices.

If changes are not communicated in a timely matter, as the customer, you will still be liable for making payments for outstanding invoices without the updated account information.

Any changes made will be applied to future invoices.

If there are any discrepancies between the invoice amount and the amount shown in your Ad Studio account for the selected time period, contact us and we can help find the issue.

If you are based in the United States, United Kingdom, Canada or New Zealand, you're only charged each time the ad actually plays. This means the total amount spent might be less than the original budget set. This may occur if the targeted audience is too small to spend the full budget (e.g. if you've selected a very specific location or selected both Genre and Fan targeting). You’ll never be charged more than the original budget set.

If you’re based in Australia, Spotify users have the option to skip your ad or listen through to completion. You’re only charged when a user listens to the ad to completion. Based on your targeting parameters, Ad Studio will attempt to spend your budget in full. This spend amount may be slightly less than your budget due to the amount of users in your target audience that skipped your ad.

We continuously review our geography data to ensure our local targeting options are up to date. As new data comes in, some locations you may have been able to choose previously might now be unavailable. If you receive an error message, remove the unavailable locations from your ad’s targeting or choose a different location.

We’re here to help! Reach out to our support team.

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