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.
• You are not eligible for the type of placement you selected.

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.
• You are not eligible for the type of placement you selected.

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.

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 following markets, and we can only accept cards issued in these countries:

• Austria
• Australia
• Barbados
• Belize
• Canada
• Denmark
• Finland
• France
• Germany
• Ghana
• Guyana
• Italy
• Jamaica
• Kenya
• Mexico
• Netherlands
• New Zealand
• Nigeria
• Norway
• Singapore
• Spain
• Sweden
• Tanzania
• Trinidad & Tobago
• Uganda
• United Kingdom
• United States

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 you are based outside of Australia, 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.