Quick answers to common questions.
Why are ads appearing outside the container, or they’re not centered?
Why am I seeing an advertiser or brand already on my blocklist?
How can I enable/disable Freestar products (sticky footer, pushdown, slider/CVA, etc.)
Can I create a new ad unit? How can I get tags?
I see blank spaces where there is supposed to be an ad. Why?
Is there a delay or data discrepancy in the dashboard?
Who can I contact about payment issues and/or discrepancies?
Why is my CPM and overall performance down?
Can Freestar's code lead to page speed/performance issues?
Why do I see errors in the developer console coming from Freestar scripts?
Which ad formats does Freestar insert automatically?
Why do I need to place Freestar tags on the page when using our own GAM?
Why do I need to implement dynamic ads.txt?
Why are ads appearing outside the container, or they’re not centered?
Ads might appear outside the container or not centered due to incorrect CSS styling, such as improper positioning, margin, or style settings. This can also happen if the ad's container has a fixed size that doesn't accommodate its content, causing it to overflow or misalign. Read more in our help center article.
Why am I seeing an advertiser or brand already on my blocklist?
You might see an ad from a blocked competitor, brand, or category if the advertiser or SSP is using a different identifier or source to serve the ad, bypassing our blocklist settings. You can reference common ad quality questions in our help center article.
How can I enable/disable Freestar products (sticky footer, pushdown, slider/CVA, etc.)
If you don’t want ads dynamically inserted on certain pages or sections, you can refer to our help center article on disabling products.
Can I create a new ad unit? How can I get tags?
We can assist in creating any new ad units for your site. Please contact us with all the relevant information (desired name, devices and sizes) and we’ll be happy to assist. Once new ad units are created, tags are available in the dashboard under Site Configuration > Ad Tags.
I see blank spaces where there is supposed to be an ad. Why?
Blanks can occur if the ad fails to load due to issues like slow server response, incorrect ad code, or ad server settings. It can also happen if the ad is blocked by a browser extension or there wasn’t a winning bid received relative to the audience. Read more in our help center article.
Is there a delay or data discrepancy in the dashboard?
We suggest allowing at least 48 hours for the dashboard to display fully accurate metrics, as it can take time to receive all data from demand partners. For reference, the dashboard operates in UTC timezone. If you are concerned about specific data or metrics, please contact our team with all the relevant information.
Who can I contact about payment issues and/or discrepancies?
Freestar provides accurate monthly invoices that can be found in the dashboard under Payments > Payment Details. Reporting totals in the dashboard do not reflect month-end adjustments (e.g., CMP fees). If you have any payment-related concerns, please contact our team with all the relevant information.
Why is my CPM and overall performance down?
CPMs from programmatic advertisers decrease for many reasons – some common explanations are the seasonal nature of advertiser budgets that typically reset at the end of the month/quarter, or the detection of an ad policy violation. If performance is lower than expected, please contact our team with all the relevant information.
Can Freestar's code lead to page speed/performance issues?
Although implementing ads throughout your site may affect overall speed and performance, this is normal behavior and won’t significantly affect the overall user experience. There are a few things you can check to see if the speed is slower than usual. Read more in our help center article.
Why do I see errors in the developer console coming from Freestar scripts?
Some errors within the developer console are coming directly from the third-party ad provider or the ad creative itself. Most errors can simply be ignored as they do not impact revenue or cause any issues with page performance.
If an error appears that is causing significant issues, (ex: delaying the load of the page or causing overall user experience issues) please contact us and our team will address the issue.
Which ad formats does Freestar insert automatically?
- Sticky Footer
- Sidewall
- Pushdown
- Dynamic Ads
Where should I place my ads?
Freestar will recommend ad unit placement during your onboarding. If you have any questions, please contact our team.
Why do I need to place Freestar tags on the page when using our own GAM?
To use Freestar's demand, Freestar tags must be implemented. Freestar maps the placements from your GAM to our tags. You will still have full control over everything in your GAM. For more information, please contact our team.
Why do I need to implement dynamic ads.txt?
Implementing the dynamic ads.txt will make sure it is always up to date. New changes will flow through automatically and remove the need for manual updates.
To safeguard sensitive information, we have a solid Content Security Policy (CSP) policy in place. One of the most important parts of that policy is a list of secure ad network domains, can you provide us with these network domains to include in our CSP?
Header bidding is not compatible with a strict CSP. There are a vast number of entities involved in the programmatic auction chain. Trying to whitelist all of them could lead to tens of thousands of domains. Running a strict CSP negates the benefits of header bidding.
Additionally, Freestar works with a trusted set DSPs, SSPs, and identity providers that have been fully vetted. We also use The Media Trust which is a leading ad quality technology that helps to stop malicious ads before they start causing problems. There are additional customizations we can consider as you need; please contact our team to consider further options.