Spotify Ad Analytics is an out-of-the-box SaaS solution, with support offered for platform features only.
General Support:
As a self-serve platform, Spotify Ad Analytics provides you with the tools necessary to track your campaign performance within the platform. We make this easier with our ever-growing help center, including articles on best-practices, which are recommended to make the most use of the platform.
If you have trouble finding what you need, please ask our ChatBot, which is preprogrammed to help you find your answer. If you need further support, you can reach out to our technical support team at support-adanalytics@spotify.com
Our Technical Support team provides technical support for the Ad Analytics platform. If you run into technical issues while setting up your account, accessing your pixels, and viewing or creating campaigns, they are happy to assist you via email. Once submitting your request to our alias, you will hear from our Tier 1 Support team. They will triage your request, and from there determine if they need to escalate the request to our Tier 2 Support team.
- Tier 1 Requests:
-
- Issues related to Access or Permissions - User access to SpAA, Agency or Brand access to campaign/dashboard Pixel / Tracking
- Pixel / Tracking URL /Campaign setup - Pixel creation and its setup, Campaign date extension Dashboard
- Dashboard / Campaign data - Queries related to numbers reflecting on the campaign or account dashboard
- General Information - Related to integration with other platforms, use/scope of SpAA portal and its features.
- Tier 2 Requests:
-
- Campaign Discrepancies/ inaccuracies
- Pixel Implementation
- Lag in data populating
- Missing Campaign
- Any technical support or campaign that requires further troubleshooting or that needs to be escalated to our Engineering support team.
Please note: Our support team does not offer support for or on applications outside of the Spotify Ad Analytics platform.
You can learn more about how to reach our support team here.
Meeting Support:
If your client needs further assistance from our team, please loop them in directly with our alias so we can gather the full context of what is needed. We do not accept pixel implementation calls as this is not something we can support. We can help via email to guide the client on how to generate their scripts but the client needs to work with their development team to install their scripts on their sites. Our team cannot accept meeting requests--all meeting requests will be rejected.
As a SaaS platform, the technical support team no longer provides dashboard walkthroughs or other trainings. Our technical support team is unable to assist in reviewing or interpreting your campaign results, however, our help center provides tips for making the most of the data provided to you. If you are unable to find resources for what you are looking for, please suggest an article here, and our team will review your request for future articles.
Campaign Support:
The campaign setup process is dependent on both parties involved, the publisher and the agency or brand. For the most seamless campaign tracking experience, we recommend aligning with your partners to determine who is responsible for which tasks within the Ad Analytics platform. You can learn more on this within the help articles below:
For inquiries about campaign performance please learn more here.