Create a support ticket

You can create and submit a support ticket from either the Campaigns, Creatives, or Reporting screens in Ad Manager. Follow the instructions below to learn how to create and submit a support ticket for any issue you experience with Ad Manager.

1. Log into the Ad Manager application.

2. From the Campaigns, Creatives, or Reporting screens, click the Question Mark icon (top, right corner of the screen) and choose Contact Support.
   
   
   

3. From the Contact Support form, select the topic that directly relates to your issue or choose Other.

4. Provide a detailed description of your issue in the Description box. If support needs additional information, they will reach out to you via email.

5. Attach files that can further explain or clarify your issue. Only the following file types are accepted: CSV, PNG, JPG, XLS, MPG, and AVI.
   
   
   

6. Click Send to submit your request.

7. Check your email. The support team automatically sends you an email with a summary of your issue.

Support will notify you via email when your issue is in progress. While waiting for your issue to be resolved, you can search resource articles from the Help Center for topics relevant to your issue or find answers to frequently asked questions at https://help.samsungads.com/.

Resolving your issue

When your issue is resolved, support will send you and email. Verify the results by recreating the steps of your issue, and then reply to the resolution email to let support know you confirm their results.

If you do not reply to the email confirming your issue is resolved, the following occurs:

• If the support team does not hear back from you within three business days, they will send you a reminder email requesting you to confirm that your issue has been resolved.

• After an additional three business days (total of six days), if you have not reached out to verify your issue has been resolved, you will receive another request email from support.

• After an additional three days (for a total of nine days), if you have not emailed support to verify your issue has been resolved, you will receive a third and final email letting you know that your ticket has been closed. If you need further assistance from support, respond to one of the support emails to reopen the ticket.

Sharing your experience

Twenty-four hours after your issue is resolved, you might receive a feedback request via email. Follow the information below when completing your feedback form.

• Share your feedback by rating your experience using the range between Very unsatisfied to Very satisfied.

• Leave a comment in the appropriate text box. Support appreciates your feedback and reads all messages, so please highlight what went well and/or how improvements can be made.

• Click Submit feedback when finished.