I didn't get the AdPlay.ai sign-in email. What do I do?

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.

My AdPlay.ai sign-in link says it has expired. Why?

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.

Why did connecting my Meta ad account fail?

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.

Why can't I launch my ad from AdPlay.ai?

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.

Why does AdPlay.ai say I am out of credits?

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.

My new ad is still loading. Is something wrong?

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.

Meta rejected my ad. Can AdPlay.ai fix it?

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.

Fix a problem in AdPlay.ai

Find the message you see, then follow the steps under it.

Signing in

After you press Send login link, AdPlay.ai shows "Check your email to login". The email is called "Your sign-in link for AdPlay.ai".

Check your spam, junk and Promotions folders.
Check the email address you typed, then ask for a new link.
Or log in another way: Continue with Google, or the Email & Password tab.

A sign-in link works once. An old link, or one you already opened, shows this message. Ask for a new link and open the newest email.

If you open the link on another phone, computer or browser, the page asks "Please provide your email for confirmation". Type the same email you asked for the link with.

"Email not sent"

The reason shows under this message. If you asked for many links, wait and try again later: you can ask for up to 5 sign-in links an hour. Or use the newest link you already have.

AdPlay.ai does not accept throwaway inboxes. Use an email address you keep.

I signed up with Google

If you joined with Continue with Google, your account has no password. Use Continue with Google again with the same Google account.

I deleted my account by mistake

A deleted account is turned off straight away and deleted for good after 7 days. Log in again within those 7 days and AdPlay.ai restores it. You see "Account restored. Logging you in."

After 7 days the account cannot be restored.

Connecting Meta

Read Connect your Meta ad account for the full steps.

Meta's window closed before you finished, or the Meta login did not go through. Click Connect Meta again and finish every step in Meta's window. If no window opens, allow pop-ups for AdPlay.ai in your browser.

The Facebook login you used cannot see any ad account. Ask whoever owns the ad account to add you in Meta Business settings, or create an ad account first. The course lesson on Business Manager shows how.

"Add a Facebook page first"

Meta runs every ad from a Facebook page, and your Meta login gave AdPlay.ai no page.

No page yet? Create one on Facebook.
Click Connect again.
When Meta asks which pages AdPlay.ai can use, tick your page.

The ad account shows Disabled or Unpaid balance

Disabled, Unpaid balance, Card problem and Payment problem come from Meta. These accounts cannot run ads until the problem is fixed. Fix it in Meta first, or pick an account marked Active.

"Ad account already connected. Disconnect the current account first or create a new team."

Each team connects one Meta ad account. Disconnect the old one in Settings > Integrations, or connect the new one in another team.

"Pro runs 3 ad accounts, Agency 10."

On the free trial and Starter, all the teams you own must use ad accounts from the same Meta Business. Pick an ad account from that Business, or move to Pro.

"Meta signed AdPlay out. Copilot can't read it."

Meta sometimes signs AdPlay.ai out of your ad account, and your numbers stop updating. Click Reconnect. It signs in to Meta again for the same ad account and keeps your goal and target.

The Connect button is turned off

You see "Only owners, admins and ad managers can connect Meta." or "Ask your team admin to connect the ad account." Ask a team owner or admin to connect it, or to give you the Ad Manager role.

Launching

Read Launch your ads for the full steps.

"Still needed:" on Launch by hand

The line beside the launch button names every field that is still empty. It can list:

At least one ad, Facebook page, Destination URL, Call to action
an ad's name followed by primary text or headline
Campaign, or for a new campaign Campaign name, Campaign objective and Campaign budget
Ad set, or for a new ad set Ad set name, Budget amount, End date and Location targeting
Facebook pixel and Conversion event, when the ad set aims for results on your website, such as purchases

"You need the Owner, Admin, or Ad Manager role to launch ads"

Ask a team owner or admin to launch it, or to change your role.

"Your free trial has ended"

After the trial, Launch by hand shows this and asks you to upgrade. Click View Plans & Upgrade and pick a plan. If another of your teams has a paid plan, click Switch to and that team's name.

The Ad check shows things to fix

Ad check at the top of the ad page reads "No issues found" or, for example, "2 to fix". You can still launch, but fix them first. Polish an ad with Ask AI explains each check.

The launch fails

A window opens called "Ad didn't launch", or with a title from Meta. It shows the reason, often in Meta's own words. Show technical details has Meta's error code. Fix what it names, then launch again.

Plan and credit limits

Read Free trial, plans and credits for what each plan includes.

"You're out of AI credits"

Your team has used its credits. On a paid plan, click Buy credits for a top-up that never expires, or Upgrade plan for more each month. On the free trial, click Upgrade.

"Pick a plan to make ads"

The free trial covers 2 image ads, research, the Ad Library and AdGPT. Anything more needs a plan. Click Upgrade to pick one.

"You've used your 2 trial ads"

The trial makes 2 image ads. If you see "You have 1 trial ad left", click Pick 1 idea to make just one. To make more, click Upgrade.

"Your trial includes one research"

The trial's research has been used. Its ideas are still there to make ads from. Upgrade to research again.

"AI video clips are on the Starter plan and above"

AI video clips need a paid plan. Your product photo, text cards, free stock video and your own clips are free on every plan.

"Ask a team owner or admin to upgrade the plan."

Only a team owner or admin can change the plan or buy credits. Send them the page you were on.

Making ads

My ad is taking a while

While an ad is being made, it shows its progress and "Usually takes 2 to 4 minutes. You can keep working." You can leave the page. The ad shows under Ads when it is ready.

"Couldn't render this one"

Press Retry. A new ad that fails partway uses credits only for the AI work done before it stopped. If it fails again, send us a message from that page.

The product looks wrong in the ad

The ad uses your product photos, so clear photos give a better ad.

Open Products & Services and add clear photos from a few angles. Add a Photo in a hand to show the real size.
To fix one ad, open it and use Ask AI. Press +, pick Product photo and say how to use it. See Polish an ad with Ask AI.

If a picture change fails, you see "Couldn't make that change. Your ad is unchanged. The picture was not charged."

Problems on Meta's side

These happen inside Meta. Our free course covers each one.

Rejected ads. Meta found something in the ad that breaks its rules. Read the reason in Meta, fix that part, then send it again. See Rejected ads.

Ads not spending. The ad is on but spends little or nothing. The cause is usually review, payment, audience or budget. See Ads not delivering.

Account restricted. Meta limited your ad account, page or profile. Fix the cause, then ask Meta for a review once. See Account restricted.

Still stuck?

Send us a message from the app, email support@adplay.ai, or book a call. Get help from the AdPlay.ai team explains how, and what to put in your message.