Troubleshooting — Advertisers
My campaign is not live yet — what should I check?
Several possible causes:
Validation pending — Log in to app.getinside.media and check the "My Campaigns" tab. An active "Validate campaign" button means an action is required from you.
Creative not submitted — For Display Email or Dedicated Email, creative assets must be sent to the retailer via the platform. Check that your visual and destination URL have been submitted.
Print lead time — For Parcel Inserts, allow 2 to 4 weeks between BAT approval and the retailer receiving the flyers.
If none of the above applies, contact support@getinside.fr.
My creative was rejected — what are the common reasons?
The most frequent reasons for rejection:
- Insufficient resolution — Print files must be at least 300 DPI in CMYK mode. Check the technical specifications.
- Missing bleed — For Parcel Inserts, 3 mm bleed on each side is mandatory.
- Missing legal mentions — AGEC law (recycling logos), offer terms (validity period, conditions). See the legal guide.
- Banner out of spec — For Display Email, check the accepted specifications.
- Non-compliant content — Offer without a validity date, misleading promise, or content incompatible with the retailer's editorial charter.
I can't find the BAT validation button
The button appears only when a proof is waiting for your approval:
- Log in to app.getinside.media
- Go to My Campaigns
- Select the campaign in question
- Look for the "Validate campaign" button in the tracking tab
If the button is not visible, the retailer has not yet submitted the proof. Contact support@getinside.fr to check the status.
My campaign was paused — why?
Possible causes:
- Stock depleted (Parcel Insert) — The retailer has distributed all the flyers received. Contact support to discuss a potential resupply.
- Correction request — The retailer flagged an issue with your creative during the campaign. Check your notifications on the platform.
- End of period — The campaign end date has been reached.
- Technical issue — Contact support@getinside.fr if none of the above applies.
I want to modify a campaign that's already running
Possible modifications depend on the format:
- Destination URL — Changeable if you use a dynamic URL. Contact your account manager.
- Visual or creative — Cannot be changed after BAT approval for Parcel Inserts (the flyer is printed). For email formats, a minor change may be possible before sending — contact support.
- Budget or volume — Contact support@getinside.fr — a contract amendment may be required.
How do I contact support?
- General support: support@getinside.fr — response time: 24 to 48 business hours
- Creative Studio: studio@getinside.fr — graphic production, proofs, creation
- Operations: benoit@getinside.fr — contractual questions or urgent issues
Include your campaign number in the subject line to speed up processing.