Troubleshooting 🛠️
Quick Reference Table of Common Issues
# | Issue | Quick Fix |
|---|---|---|
1 | Didn't receive verification code | Check spam folder 📧, ensure correct phone number 📱, click Verify again 🔄 |
2 | "Invalid code" error | Use the latest 6-digit code 🔁, request new code if expired 🕒 |
3 | Creative generation failed | Retry later 🔄 or contact support 💬 |
4 | Ad content needs tweaks | Use AI chat to edit 🎨 or regenerate 🆕 |
5 | Payment failed | Double-check card info 💳, try another card, or call bank ☎️ |
6 | Need to change live campaign | Contact support ASAP 📞 |
7 | Pause/cancel campaign | Reach out to support 🛑 |
8 | Need invoice/receipt | Check email 📧 or ask support 🗂️ |
9 | Remove/update card | Account Settings → Payment Methods 🏦 |
10 | Campaign ended – what next? | Duplicate or create new campaign 🔁 based on insights |
Below are detailed solutions and answers to frequent scenarios:
1. I didn't receive the verification code (OTP) via email or SMS.
If you're signing up or verifying contact info and the code hasn't arrived:
- Email: Check your spam or junk folder. The sender will be something like
support@adwave.com. If not received, ensure you typed your email correctly. Click Verify again to send a new code. - SMS: Make sure the phone number entered is capable of receiving texts and includes the country code (e.g., +1). If still missing, rely on the email code—it's the same.
2. My verification code says "invalid" when I enter it.
- Codes expire quickly; request a new one if needed.
- Ensure you're using the most recent code if you requested multiple.
- Remove any extra spaces and type only the 6 digits.
3. "Something went wrong while generating your creative."
This error can appear if the site couldn't be scraped or a temporary issue occurred.
- Retry Later: Click "Return to Dashboard" and start again.
- Contact Support: Provide your account email and the problematic URL so we can investigate.
4. My generated video isn't exactly what I wanted (content issues).
Use the Customize chat panel to request changes (images, text, music, narration). If multiple attempts don't help, contact support for guidance. Remember you're not charged until payment, so feel free to iterate.
5. The payment failed and I'm not sure why.
- Card Declined: Try another card or call your bank.
- Invalid Info: Double-check number, expiry, CVC, ZIP.
- Network Issue / 3-D Secure: Retry and complete additional authentication if prompted.
6. Can I change my campaign after launching (targeting or budget)?
Core settings are locked once paid. Contact support immediately if the campaign must be altered; significant changes usually require a new campaign.
7. Can I pause or cancel a running campaign?
The UI doesn't expose a pause button. Contact support; we can pause or cancel on your behalf. Refunds for unused budget are handled case-by-case.
8. How do I get an invoice or receipt for the campaign payment?
A receipt email is sent automatically. If you can't find it, check spam or ask support to resend it.
9. How do I remove or update a saved payment method?
Go to Account Settings → Payment Methods. You can add, delete, or set a default card. Removing the default card requires another card to be set as default first.
10. The campaign is over – what now?
Review analytics, duplicate the campaign for new dates/budget, or start a fresh campaign using insights gained.
11. Support and Contact
Still stuck? Reach out via chat, email, or phone—our team is here to help! 💬📞
Updated on: 13/06/2025
Thank you!