Respond to a policy case and appeal it
Find a policy case on your dashboard, understand the action taken, send an appeal inside the window, and see how a decision reaches you.
When LtvAdx finds that an account has broken a policy, it opens a case. If it takes action on the account, you are told and you can appeal. Your cases show on your dashboard, in a card called Account health.
Where to look
Open your dashboard home. Publishers, advertisers and operators have an Account health card there.
- With no open case it says the account health is good.
- With a case, it lists each one with how serious it is, what kind of violation it is, when it was opened and, if there was one, when action was taken. Notes that LtvAdx has chosen to show you appear under the case.
- If action was taken, a banner above the list names the most serious one.
| Banner | What it means |
|---|---|
| Warning issued | A formal warning. Nothing else has changed. |
| Demand restricted | Some kinds of demand, such as open auction and private marketplace, are paused for you. |
| Payout on hold | A payout is held while LtvAdx investigates. |
| Account suspended | The account is suspended. |
| Account terminated | The account is closed. |
| Earnings reversed | An advertiser disputed traffic on your inventory, LtvAdx found some of it invalid, and the earnings on those impressions were reversed on your next payout. The note under the case gives the days, the impressions and the amount. Appeal if you disagree: a successful appeal restores the earnings. |
Each banner links to the policy that applies. The policies are the Advertising Policy, the Monetisation Policy and the Invalid Traffic Policy.
Alerts you get
Owner, Admin and Manager seats on a publisher, advertiser or operator account get two alerts.
| Alert | What it means |
|---|---|
| Policy action on your account | LtvAdx took action. The alert names the action and says you can appeal. A case still under investigation is not announced this way. |
| Policy case decided | The case is closed, or your appeal has been decided. The alert says whether your appeal succeeded and the action has been lifted, or was not successful and the action stands. |
Appeal a decision
You have 30 days from the day action was taken. Each case can be appealed once.
- Open your dashboard home and find the case on the Account health card.
- Read the notes, and the policy the banner links to.
- In the box under the case, describe your dispute or give the context LtvAdx needs. Be specific: what happened, what has changed, and anything that supports you.
- Select Submit Appeal.
The case then shows "Appeal submitted" with the date. LtvAdx reviews it and rules either that the action is upheld or that it is overturned. You get a "policy case decided" alert, and any note LtvAdx chose to share appears on the case.
The case card shows how many days are left. After that it says "Appeal window closed". The policies also give an address for appeals, policy@ltvadx.com. Use the dashboard where you can, as it keeps the appeal with the case.
What happens to the action
- Upheld. The action stands.
- Overturned. The action is lifted and the case is dismissed. It no longer shows on your card.
For operators, a payout hold or suspension also applies to the operator account while the action stands.
If something goes wrong
There is no appeal box. An appeal can only be sent when the case has action taken and has not been appealed. If you already appealed, the case shows the date. If the window has closed, it says so.
"An appeal has already been submitted for this case". Each case allows one appeal. Wait for the decision.
You think the action was a mistake but the window has closed. Contact support and refer to the case.
You want to know what counts as a violation. See Ad and content policy and What invalid traffic means for you.