Questions and answers

AdPlay.ai is an AI ad tool for businesses that advertise on Facebook and Instagram. It finds winning ads in your market, makes image ads for your products and launches them to your own Meta ad account. On Pro and Agency, Copilot also suggests what to change. It is not an ad network for showing ads inside your own app or website.

AdPlay.ai is run by ADPLAY AI SDN. BHD., a Malaysian company (Registration No. 202601016568). You can reach the team at support@adplay.ai.

No. You can research your market and make ads first, even if you have never run an ad. You need to connect a Meta ad account to launch ads and see their results. Connecting is free on every plan, including the trial.

English, Bahasa Melayu, and Chinese in Simplified or Traditional script. Set your usual language in the Brand Kit. You can still change it for any ad.

No. Malaysian accounts pay in ringgit and other accounts pay in US dollars. In the Ad Generator you pick the market your ads are for, such as Malaysia, Singapore or Indonesia.

Yes. AdPlay.ai works in the web browser on a computer or a phone. The editor is made for a computer, so on a phone it shows a warning first.

No. You can fill in your Brand Kit from your Facebook page, and add a product by typing its details and uploading your own photos. To launch an ad on Meta, you need a web link for people to go to.

No. The free trial lets you research your market and make your first ads with no ads running. The free Meta ads course on adplay.ai/learn/course starts from the basics.

Yes. Ads you make with AdPlay.ai are yours to use anywhere, including paid ads. There are no licence limits, and you do not need to name AdPlay.ai on the ad.

You pay once for 12 months at a lower monthly price: Starter is RM 1,599 a year instead of RM 159 a month. Your credits still refresh every month. The plan renews once a year.

No. Every new account starts on a free 7-day trial with 500 credits, and no card is needed. On the trial you can research one product, make 2 image ads, search the Ad Library and chat with AdGPT.

Your account stays open and nothing is deleted. AI work stops, and the Ad Library, AdGPT chat and launching ask you to upgrade. Campaigns and Insights stay open to read, and you can still open the editor and download what you made. Pick a plan and it all comes back.

Monthly credits do not roll over. They refresh each month, on annual plans too. Credits you buy as a top-up never expire and are used after your monthly credits.

No. Credits pay only for AI work in AdPlay.ai, such as research and making ads. Meta charges your ad spend to the payment method on your own ad account.

Every AI action uses credits. Research is about 150 credits a product, and an image ad is about 100, never more than 150. Editing by hand in the editor and connecting Meta cost nothing.

Not normally. Each plan includes footage that AdPlay.ai looks through for usable clips every month: 2 hours on Starter, 10 hours on Pro and 30 hours on Agency, up to the first 10 minutes of each video. Past that, a new video waits until next month at no cost, or you can choose to pay 1 credit a minute to have it looked through now.

Yes. Your projects, ads and uploads stay in your account, and you can still sign in to open and download them. They are removed only if you delete your account, and even then you have 7 days to sign back in and restore it.

Stripe, our payment partner, emails a receipt after each payment. A team owner or admin can also open Billing in the app and tap Manage Subscription to see past invoices.

A team owner or admin opens Billing from the account menu, taps Manage Subscription and cancels on the Stripe page. There is no fee. Your plan stays on until the end of the billing cycle, and you are not charged again.

Yes, if your account is billed in ringgit and you are picking your first plan. Choose Online banking (FPX) and pay on the bank page. Each renewal then comes as an invoice by email that you pay the same way.

A red banner shows in the app and the team owner gets an email. Payment is retried over the next few days. A team owner or admin taps Update payment method on the banner to add a card that works.

Yes. Email support@adplay.ai within 30 days of your first plan payment and we refund the part you have not used. A yearly plan counts all 12 months of its credits. Renewals are not refunded.

Open Settings, tap Delete my account on Your Profile and type DELETE to confirm. Your account is deactivated straight away and permanently deleted after 7 days. Any paid plan ends with its paid period, and you are not charged again. Sign in again within those 7 days to restore your account and plan.

Yes. On Plans & Pricing, an owner or admin taps Switch to annual at renewal. The switch happens when your current period ends, and nothing is charged that day.

No. AdPlay.ai changes your Meta account only when you launch an ad from it, tap the button on a Copilot card, or turn on the Meta spending limit in Copilot settings. Changes Copilot makes come with Undo for 7 days.

It reads your campaigns, ads, spend and results, to show your numbers and to run Copilot. It changes your account only when you launch an ad, approve a Copilot card or turn on the Meta spending limit in Copilot settings. AdPlay.ai never sells this data.

No. You sign in on Meta's own window, so AdPlay.ai never sees your Facebook password. Meta then asks you to allow AdPlay.ai to see and manage your ads, business accounts and Facebook Pages.

Open Settings, go to the Integrations tab and click Disconnect on the Meta row, then confirm. Your ads on Meta are not paused or changed, and you can reconnect at any time. AdPlay.ai deletes that account's data from your team within 30 days.

Yes. AdPlay.ai launches ads to your Meta ad account, and Meta picks where to show them, on Facebook and Instagram.

No. Plans are priced by the number of teams, not the number of people. Every plan includes seats for your whole team.

No. Turn on Share for review on the ad and send them the link. They type their name, leave feedback and tap Approve or Request changes, with no sign in.

The Owner can do everything, including billing. An Admin can invite people, make and launch ads, connect the Meta ad account, change the plan and buy credits. An Ad Manager makes and launches ads and can connect the Meta ad account. A Member makes ads and views campaigns, but cannot launch.

Yes. Give each brand or client its own team, with its own Brand Kit, ads and members. Starter includes 1 team, Pro 3 and Agency 10, and Agency can add more at RM 99 (US$ 25) a month each. All your teams share your plan's credits.

Yes. Make a team for the client and connect their ad account there, since each team connects one Meta ad account. Your Facebook login needs access to that ad account in Meta. Ad accounts from different Meta Businesses need Pro or above.

Check your spam and Promotions folders for an email called Your sign-in link for AdPlay.ai. If it is not there, ask for a new link, or use Continue with Google if you signed up with Google.

Each link works once. An old link or one you already opened shows This login link has expired. Ask for a new link from the log in page and open the newest email.

Usually the Meta window closed before you finished, your Facebook login has no ad account, or you did not tick a Facebook page. Connect again, finish every step in Meta's window and tick your page.

The line beside the launch button says Still needed and names each missing field, such as Facebook page or Destination URL. Fill those in. You also need the Owner, Admin or Ad Manager role and a paid plan or a trial that is still running.

Your team has used its credits. On a paid plan, an owner or admin can buy a credit top-up that never expires, or move to a bigger plan, and plan credits refresh every month. On the free trial, pick a plan to keep going.

An image ad usually takes 2 to 4 minutes, and you can keep working while it is made. If it shows Couldn't render this one, press Retry.

Read Meta's reason first, then fix that part of the ad, for example the words or the picture, with Ask AI on the ad page. Our free course lesson on rejected ads explains the common reasons.