Troubleshooting Brand Safety Shield

This page lists what can go wrong with Brand Safety Shield. Find what you see and follow the fix under it.

Scans

These cards cover a scan you cannot start, an Unknown verdict, and paying for scans with your plan or Onflow Credit.

Where you see it:
Under Scan a channel, with the message "We can only scan channels listed on the marketplace or connected to Onflow Ads, and this one isn't."
Plans affected:
Every plan.
Why it happens:
Shield scans only channels that are listed in Paid Promotions or connected to Onflow Ads.
How to fix it:
Choose a channel from the catalogue or from your cart. A channel that is not on Onflow Ads cannot be scanned.

Where you see it:
On a finished scan, where the verdict reads Unknown with a short reason.
Plans affected:
Every plan.
Why it happens:
Shield could not read enough recent posts to decide, usually because the channel is private.
How to fix it:
Read the reason under the verdict. With a profile set to Warn me you can still book; with Block the booking, choose another channel or switch the profile to Warn me.

Where you see it:
In the scan quote, which shows a price instead of an included scan.
Plans affected:
Every plan.
Why it happens:
Your plan includes no scans, or you have used every scan it includes this calendar month.
How to fix it:
Pay for the scan, with Onflow Credit first, or wait for the 1st of the month. See Scans and verdicts.

These cards cover a booking Shield stopped at checkout and an ad that Shield paused during its run.

Where you see it:
At checkout with Shield on, on a channel that lists the categories it matched.
Plans affected:
Every plan.
Why it happens:
Your profile is set to Block the booking, and the channel's latest scan failed it, or a first scan is still running.
How to fix it:
Remove the channel from the cart, wait for the scan to finish, or set the profile to Warn me if you are willing to book after seeing the warning. See Booking with Shield on.

Where you see it:
In a Brand Safety incident on the Brand Safety page, and in a message on the website and in the bot.
Plans affected:
Plus, Elite, Master and Ultimate, where live watch runs.
Why it happens:
A post next to your ad matched your brand profile.
How to fix it:
Nothing to do for the money: the unserved share is already back in your wallet. Open the incident to see the post. If you think it was wrong, press Appeal this. See Live watch and pauses.