Overview
If your ads are not appearing on the broadcast output, there are four checks to perform in order. This troubleshooting sequence applies to organisations using Automated Game Plans with ad slots configured in playlists.
Check 1: Feature Type (Ad Type Setting)
Confirm the overlay is using Graphics + Brands as the Ad Type. If the overlay is set to Graphics only or Free, your ad sets will not display.
How to check:
1. Click Matches in the left sidebar.
2. Find your match and expand it by clicking the drop-down arrow.
3. Click the three-dot menu next to the overlay.
4. Select Settings.
5. Check the Ad Type field — it must be set to Brands.
If it is set to Free Tier or No Brands, change it to Brands and save.
Check 2: Enable Ads Toggle
Even if Ad Type is set to Brands, the Enable Ads toggle must also be turned on. This is a separate setting and must be enabled for ads to display.
How to check:
1. From the overlay settings page (accessed in Check 1), scroll to the Enable Ads toggle.
2. Confirm it is toggled on.
3. If it is off, toggle it on and click Save.
Check 3: Ad Slot Configuration in Automated Game Plan
Confirm the ad slot exists in the correct playlist within your Automated Game Plan, and that the game plan is assigned to the correct competition.
How to check:
1. Navigate to the Automations tab.
2. Open the relevant Automated Game Plan.
3. Open the playlist where the ad should appear (for example, a halftime or pregame playlist).
4. Verify the ad slot is present in the playlist timeline.
5. Confirm the game plan is assigned to the correct competition by checking the competition settings.
If the ad slot is missing, add it by clicking Add Item to Sequence at the bottom of the playlist timeline, then select Add Advertisement.
Check 4: Green Dot on Ad Set
Confirm the ad set has a green dot next to its name, indicating all seven image sizes have been uploaded. Ad sets cannot display until all seven sizes are uploaded.
How to check:
1. Click Ads in the left sidebar.
2. Click Ad Sets.
3. Find the ad set you are trying to display.
4. Look for a green dot next to the ad set name.
If there is no green dot, open the ad set and check each size box. Upload any missing images, then save.
Additional Check: Graphics and Brands Hours Balance
Confirm you have sufficient Graphics and Brands hours in your balance. If your balance is low or at zero, ads will not appear on the broadcast.
How to check:
1. View your balance from the Matches tab or Dashboard tab in the top right corner.
2. Verify you have Graphics and Brands hours remaining.
If your balance is insufficient, purchase additional hours before your broadcast.