Troubleshooting

My app promotion is on hold

Your account will be placed “on hold”, and your app promotion paused, for any of the following reasons:

To find out why your app promotion is on hold:

  • Sign in to your account
  • Select the app you wish to review
  • In the bottom left, review the status section. If your account is on hold, click the drop-down. A message will explain the reason why.

Payment and billing issues

My card has been declined

If a charge to your credit card is declined for any reason, we will pause your ads and attempt to charge the same credit card again within 48 hours of the declined transaction. You ads will not run until issues with your credit card are resolved.

If you add a replacement credit card to your account, we will charge the replacement credit card within 24 hours from the time the credit card information is updated.

Once the transaction is authorised, your ads will become eligible to appear in App Store search results again.

I need to update my credit card

To update a credit card, add your new card and set it as the primary payment method on your account:

  • Sign in to your account
  • Click account settings in the top right of your screen
  • Select the billing tab
  • Click replace card

Your updated credit card can be charged within 24 hours, and your ads may be eligible to appear on the App Store.

Please note: You may only have one active credit card at a time for your account. You can only change your credit card info three times within a 24‑hour period.

View billing transactions

To view transaction details for your account:

  • Toggle to the Billing Info tab.
  • Go to the Credit Card transactions section of the page.
  • Click on the specific billing notification that you’d like to see.

Why did I receive a charge for $1?

A $0 or $1 charge on your bill indicates a temporary authorisation request was sent to your card issuer to ensure that your card is valid. The charge should be removed from your account automatically by your bank, usually within 14 days. Search Ads can’t remove it. Contact your card issuer if a temporary authorisation isn’t removed.

Billing Errors

If you suspect a billing error in your account, please contact the Search Ads team.

I’m not getting installs

There are many factors that affect how your ads perform, including relevance to user searches, your max cost-per-install amount compared to your competitors and users responses to your ad. If your app is not getting any installs, try these things:

  • Review your app metadata in iTunes Connect to ensure it is the best representation of your app. Your app title, descriptions and keywords are just one of the considerations used to assess your app’s relevance for specific search queries so you should take great thought in crafting them. Search Ads uses your app metadata including the app name, subtitle, description, preview videos and screenshots approved for your App Store product page to create your ad. Ensure you are following App Store metadata best practices.
    Note: If you change your App Store metadata, it can take up to 24 hours to be reflected in the ad preview within your account, and up to two hours for it to be reflected in your ad on the App Store.
  • Consider increasing your max cost-per-install to increase the likelihood of your ad being shown.
  • The right business model for your app will balance your goals with your target market’s expectations, and can also affect the performance of your app in App Store search, including Search Ads. If you have tried the above and are still not seeing results, it’s a good idea to review App Store best practices for choosing your business model.
  • Update your app to support 64-bit. Search Ads for 32-bit apps do not appear to users on iOS 11. Learn more about submitting apps.

I’ve been notified that my Search Ads are paused due to a policy violation

Your app might be in violation of one or more of the Search Ads Advertising Content Policies. It’s also possible that your app is not compliant with App Store Guidelines. Please review the policies and if you have any further questions contact us.

I don’t see my app as an option to promote

There are several reasons why this might occur.

Your app is not in the selected iTunes Connect account

If you have multiple iTunes Connect accounts, you can link to each of your accounts. This lets you promote more apps.

You can link iTunes Connect accounts when you first create a Search Ads Basic account, but not at any other point.

Note that the iTunes Connect Legal Account Holder, Admin or Marketer, must hold either the Account Admin or Group Manager role to link the iTunes Connect account to the app promotion group.

Your app is new to the App Store

It can take up to 24 hours for your app to appear on the App Store.

Your app can’t be promoted with Search Ads

Your app might be in violation of one or more of the Search Ads Advertising Content Policies. It’s also possible that your app is not compliant with App Store Guidelines. Please review the policies and if you have any further questions contact us.

Your app must be available on the US Apple App Store

Search Ads Basic is only available for apps on the US Apple App Store.

Your app name contains a special character

If your app contains an accented letter or other unique character, make sure that you include it consistently to ensure your app name appears. To type an alternative version of a character, hold the key down until its alternative characters are displayed. Then either click on the one that you want to use, or type the number that appears underneath. Learn more.

My ad details are incorrect

Search Ads is showing the wrong price for my app

If you change the price of your app on the App Store, it could take up to two hours for that change to also appear in Search Ads.

My App Store metadata changes are not reflected in my ad

If you change your App Store metadata, it can take up to 24 hours to be reflected in the ad preview within your account, and up to two hours for it to be reflected in your ad on the App Store.

I can’t set up my account

To set up a Search Ads Basic account you must have an app currently on the App Store for iPhone or iPad in the US.

You must also have a valid email Apple ID. Apple IDs that use phone numbers only are not accepted. Certain exceptions apply, and all advertisers must comply with Search Ads Content and Advertising policies at all times.

View a list of countries where advertisers must reside to be eligible to sign up for Search Ads.

Other reasons that may prevent you from setting up or enabling an account:

  • There is no iTunes Connect account associated with your Apple ID.
  • A Search Ads Basic account has already been linked to iTunes Connect account that you are trying to access. Please contact your iTunes Connect administrator for access.
  • You’re not assigned an Admin, Legal or Marketing role. Please contact your iTunes Connect administrator for access.
  • Your account’s payment method is not a credit card.

I can’t access my dashboard

Supported operating systems
Mac OS High Sierra 10.13.2 or later
Windows 10 or later

Supported browsers
Safari 11.0.2 or later
Chrome 62 or later