Kamino
Create and manage campaigns

Troubleshoot campaign delivery issues

Overview Verify campaign settings Ensure product availability Check cookie consent and ad blockers Review capping and pacing rules Account for test population exclusion Analyze competition and bidding factors of sponsored product campaigns Guaranteed campaigns Sponsored product campaigns Check retailer management rules Check budget reach behavior Contact support

Overview

This document explains the verification steps to perform when an advertising campaign is not delivering as expected. Review these initial checks before contacting support to report a potential system issue.

Verify campaign settings

Errors in the configuration of your campaign might prevent it from displaying. Ensure that all campaign criteria match your expectations.

The following table describes the main elements to check:

Element to check	Verification details
Budget	Verify if the line item has remaining budget to spend.
Campaign and line item start and end dates	Ensure that the current date falls within the start and end dates configured in your campaign and line items.
Campaign and line item status	Verify if the statuses of your campaign and line items let the campaign deliver (for example, Running or Review).
Product availability	Ensure that the promoted products are in stock on the website. Verify this information in both the platform and directly on the website, as a small discrepancy might occur between data sources. Ensure that you have enough products in stock to meet the retailer management rules.
Targeting configurations	Verify if the page type, keywords, or other targeting elements match the specific context where you are testing the live site.

Ensure product availability

Kamino formats display on the retailer website only when the promoted products are in stock at the time of the ad request. This mechanism avoids showcasing products that users cannot purchase. If you don't see your campaign on the website, verify that the products are in stock within your specific context (for example, on the e-commerce site or in the selected store).

Some retailers require a minimum number of products to be in stock before a format can display. For more information, see the business rules located in the retailer documentation page.

To verify product availability, search for the products directly on the retailer website. This step is critical if your campaign includes only a few products, and it helps you confirm compliance with the retailer management rules.

Certain retailers do not allow ad delivery to users who opt out of data collection. If you decline cookies in the consent management platform (CMP), you cannot see the formats. The same limitation applies if an ad blocker is active in your browser.

To verify this configuration, ensure that your browser doesn't use an ad blocker and that you consented to data processing on the retailer website.

Review capping and pacing rules

If your campaign uses a hard frequency capping or a “smooth budget” pacing mode, the ad might be unavailable because you reached your impression limit for the line item or because the system already spent the allocated budget for the given period. Campaigns using smooth budget pacing have a higher probability of delivering at the beginning of an hour versus the end of an hour.

For more information, see Manage campaign delivery and priorities.

To test and view your campaign, you can perform either of the following actions:

Disable the frequency capping setting.
Set the delivery budget mode to ASAP.

Account for test population exclusion

For each campaign scheduled through the Kamino user interface, the system intentionally excludes 5% of the eligible user population from ad delivery. This control group lets the platform calculate incrementality indicators on sales. Your browser session might fall into this test population.

To verify if you are in the excluded (non-exposed) group, clear your browser cookies or access the retailer website using private browsing mode.

Analyze competition and bidding factors of sponsored product campaigns

Inventory competition from other campaigns might affect the visibility of your ads.

Guaranteed campaigns

If you see other campaigns but cannot find your own, consider the following causes:

The inventory is saturated. Test the ad delivery in another context where competition might be lower.
Your session belongs to the test population for your campaign, but not for the competing ads.
The campaign exhausted its budget for the specified time interval.

If you don't see any campaigns, you might belong to the test population of a higher-priority campaign. Access the website in private browsing mode to check the placement again.

Check retailer management rules

The advertising campaign might not display because it doesn't comply with the retailer's site activation rules. For example, a rule might require a minimum number of products available in a given context to display the formats.

To learn more about these management rules, see the retailer's dedicated documentation page.

Check budget reach behavior

For optimization and performance reasons, the delivery engine might rely on a different data table than the billing system to accelerate format rendering on the website. Consequently, your line item might stop delivering when a small amount of budget remains (for example, less than €5).

If your campaign isn't delivering following all previous checks, check the remaining budget. If it is minimal, such as a few Euros, this technical buffer is likely the cause.

Contact support

If the campaign remains unavailable after you complete all verification steps, a technical anomaly (bug) might affect the platform or the retailer rendering system. You can contact the Equativ support team to request a detailed investigation.

To submit your request, send an email to rm-support@equativ.com using the following format:

Subject: Equativ support > Delivery bug suspicion > [Insert retailer name]
Required information:
- The website URL.
- The campaign URL in the Kamino platform.
- The specific context or page where you tried to view the campaign.
- A completed copy of the verification checklist table:

Verification step	Completed (yes or no)
Campaign setup
Capping and pacing rules
Optout check + Adblockers
Test population
Competition
Retailer management rules
Budget reach