Troubleshooting common issues

Find solutions to common problems with HTML5 ad creatives, API errors, and platform compatibility.

My creative is rejected by CM360

Several common issues cause CM360 rejection:

  • •Check clickTag format: CM360 expects a global variable named clickTag, declared as var clickTag=''.
  • •Check file weight: initial load size must not exceed 150 KB, and total size must not exceed 2 MB.
  • •Check SSL: all resources (images, fonts, external scripts) must use HTTPS. Mixed content warnings cause rejection.
  • •Use Adloom's "Fix all" feature to automatically resolve these issues.

ClickTag not detected

Adloom couldn't find a valid clickTag in your creative:

  • •Ensure clickTag is in global scope: it must be declared at the top level of your HTML or JS file, not inside a function or module.
  • •Check variable naming: clickTag must be named exactly "clickTag" (case-sensitive); other names like "click_tag" or "clickurl" will not be recognised.
  • •Check file type: clickTag must be in a .html or .js file, not a CSS file or comments.
  • •If you're using a framework like React or Vue, ensure the clickTag variable is exposed globally (window.clickTag).

Files still oversized after Fix all

The "Fix all" feature compressed your assets, but weight is still above limits:

  • •Images may already be optimally compressed; try replacing high-resolution or unoptimised images with smaller alternatives.
  • •Consider removing unused assets or consolidating animations into a single video.
  • •Use an external CDN for large assets (video, fonts) if your ad server and platform support it.
  • •Review Adloom's performance profiler to identify the largest assets and prioritise them for manual optimisation.

Backup image missing

Adloom flagged that your creative lacks a backup image:

  • •Adloom can generate a backup image automatically; use the "Fix all" button on Pro+ plans.
  • •Alternatively, add a static fallback image (GIF, JPG, or PNG) to your ZIP and reference it in your HTML with an <img> tag.
  • •The backup image must be at least 300x250px and should accurately represent your creative for users without JavaScript support.

API returns 401 (Unauthorized)

Your API key is invalid or missing:

  • •Check that your API key is present in the Authorization header (format: Bearer adl_YOUR_KEY).
  • •Verify your key is correct; copy it directly from Settings > API keys in the dashboard.
  • •Confirm your key starts with "adl_"; other formats are invalid.
  • •If you suspect your key has been compromised, revoke it immediately and generate a new one in Settings.

API returns 403 (Forbidden)

Your API key is valid, but your plan doesn't support this operation:

  • •API Scan plan supports validation only; use API Fix or higher to access the /fix endpoint.
  • •API Platform plan locks fixes to a single platform; specify the correct platform in your request.
  • •Check your plan details in Settings > Billing to confirm which operations you're entitled to.
  • •Contact support if you need to upgrade your plan.

API returns 429 (Too Many Requests)

You've exceeded your monthly API quota:

  • •Check your monthly usage in Settings > API keys; it resets on the first of each month.
  • •Overage charges apply automatically; log in to the dashboard to monitor spending.
  • •Consider upgrading to a plan with a higher quota (e.g., API Business offers 10,000 requests/month).
  • •For enterprise usage, contact sales@adloom.io to discuss custom limits.

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