RE: [google-admob-ads-sdk] High SIVT and invalid traffic

[Mobile Ads SDK Forum Advisor]

Hi FreeLearning,

Thank you for reaching out to us. Regarding the SIVT and any possible actions that might be taken against your account. We are unable to do anything with this as we only deal with the technical implementation of the SDK. Which from what I can tell is fine. As for what we can suggest, you can definitely appeal any actions that are taken against you account. You can read this article about appealing. At the same time you can also contact our Product Support Team . As they are better equipped to handle account related questions.

Regards,

William Pescherine Mobile Ads SDK Team

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[FreeLearning]

Hello,

sorry maybe I didn't make myself understood well.

I have no problem with you. You have not limited me, and everything is fine.

The problem I have is with PubMatic (brokerage network), which says it detects me as having a high SIVT and has rejected me as a partner.

So since you are the "big boss" (joke) at the level of mediation networks, I was wondering if you could verify or help me understand more.

As for contacting your Product Support Team every time I try to contact them it seems like a joke. Enter all the data and they tell you "sorry, something went wrong" or "error, try again later" or it tells you "ask the community", for errors that the community (when it replies), cannot do anything about it... From what I've heard, I'm not the only one with this problem. Perhaps this is also why you receive so many questions that you cannot answer. This group is gold to me considering you are the only official people I can talk to.

In another conversation if I remember correctly I read that the "contact us" of the "Product Support Team" is available to those who earn more than 25 euros (or dollars, I don't remember) a week, is it possible?

It is not otherwise explained how a company as important as Google has a contact service that is not working.

Would you be able to give me an email or a contact that bypasses the "Contact us" button of the "Product Support Team"? So I can contact them directly.

Thanks

Francesco

[Mobile Ads SDK Forum Advisor]

Hi FreeLearning,

Thank you for the response back. I want to start by saying that I know we have spoken over the last few days and are always here to help you however we can. In looking over what you have stated and seeing what we can do with this. It is a little tougher for us to act upon it. The Product Support Team is really the people who have the best chance to give you some advise to move forward. One other issue with this is that PubMatic is not one of our supported mediators. So there is literally nothing we can do with them.

If your account is clean and no issues from us and you have never had any issues with us, then the problem really exist with the brokerage network. It might be possible that they consider something that is being done as SIVT. Which would be there call, and if so again nothing that we can do with them. I would only suggest changing the provider to one of our networks . Which would most likely not have this issue. And even if they did we would at least be able to handle it better.

[FreeLearning]

What does it mean that PubMatic is not a mediation network you support? it is present among the networks for which you support open bidding, how can you not have any connection with a network that you yourself make available to us and that is present in each of your articles that lists the networks you support for open bidding? ?

it is useless that you keeps telling me that the Product Support Team is the best choice because I have already told you that I cannot contact them. Every time I try with the contact us button it goes into error, so either it gives me an alternative way like an email or it is useless that it keeps telling me to contact them

[Mobile Ads SDK Forum Advisor]

Hi FreeLearning,

Thank you for the response back. In lookin more into this. Seeing that PubMatic is supported for the Open Bidding and if they are the ones rejecting you then we would suggests to contact them here  or email them here admobs...@pubmatic.zendesk.com. One of the other things that I am seeing is that this still appears to be in Beta so could also be an issue with the review process. Also you have done all the signup stuff as shown here ?

Also with the other issue that you have open with us, wondering if that might also be tripping off the PubMatic scanners. As it is basically giving it a false positive.

[FreeLearning]

Let's forget about the PubMatic issue. One last question to end this conversation: How do I contact your Product Support Team, the contact us button does not work, can you give me an email or something else to contact them?

[Mobile Ads SDK Forum Advisor]

Hi FreeLearning, 

Thank you for the response back. Allow me to bring this to my team to see if they can help to resolve this for you or offer some feedback as to what we can do to help you with this. Once we hear back from them we will be certain to pass along the feedback.

[Mobile Ads SDK Forum Advisor]

Hi FreeLearning,

For the Pubmatic issue, although they are a partner that has integrated with Open Bidding, each partner decides which publishers they want to transact with. If Pubmatic doesn't want to transact on your account/apps, that's not something we have visibility into.

https://support.google.com/admob/answer/9842838 is the link for setting up partnerships for Open Bidding partners, and linked off of that page for Pubmatic is additional info which leads to admobs...@pubmatic.zendesk.com for email support. I suggest contacting them about this issue.

Regarding general AdMob product support questions, the contact us pages and the community forum at https://support.google.com/admob/community are the recommended channels. I understand the response rate there is less than what's here (we've gotten that feedback before, it's been shared internally, and we'll continue to try to push for more staffing there), but those are currently the only support channels offered. Unfortunately on this forum, we're scoped to just to technical SDK questions. And although we try to help out where we can, we just don't have the visibility/tools/training to tackle the product specific questions, particularly when it gets into account status and policy issues that may be specific to individual accounts.

Thanks,
Eric, Mobile Ads SDK Team

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