Troubleshooting & support

Submit early — Allow time for the review process, especially if your page has a fixed start date.
Check your dates — Confirm that the start and end dates align with your plan. A page won't go live until both the approval and the start date conditions are met.
Choose slugs thoughtfully — The slug is permanent and visible to shoppers. Use something short, descriptive, and brand-relevant.
Monitor live pages — After launch, check the Brand Page Performance tab to ensure impressions are being recorded and the page is performing as expected.
Plan for updates — If you anticipate frequent content refreshes, factor in the review turnaround time.

Issue

Resolution

Page is approved but not live

Check the start date. The page will not appear until the start date has been reached.

Page was rejected

Open the page and review the rejection feedback. Make the requested changes and resubmit.

Shoppers see outdated products

Product details are resolved from the catalogue in real time. If products appear outdated, verify the catalogue is up to date.

Page is live but not receiving impressions

Confirm the page URL is live on the retailer's site. If the issue persists, contact your Epsilon Retail Media representative.

Cannot edit a live page

Some changes require the page to be taken through the review process again. Check whether your edit requires re-approval.

No data in the Performance tab

Confirm the Brand Page is live and has been receiving traffic. Performance data may take up to 24 hours to appear.

Sales numbers don't match other reports

Brand Page attribution is non-competing and runs on a 14-day window. The same sale may appear in other campaign reports. This is expected.

For help, contact your Epsilon Retail Media representative or use the Support tab within the platform.

Last updated 3 months ago