Operations, ad ops & support: questions and answers
The people who traffic tags, run the moderation queue, watch status, and answer the first support ticket. 10 questions, grouped by stage.
Set up
What does Genuin ad operations do versus what we do?
On Genuin Ad Server, Genuin generates and places tags per placement after you set floors; on a partner ad server, you create ad units from the grid CSV and Genuin configures your tags inside Genuin Ad Server for those placements. Blocklists are yours to maintain.
Read: Programmatic: Genuin Ad Server or your partner ad server · Blocklists and ad quality controls · The Hierarchical Grid: one spine for inventory, layout, and reporting
How do I traffic an offsite tag in our DSP?
Create the tag under Offsite → Tags with content, size, format (VAST 4.2 or JavaScript), and the buyer's macros, then paste it into the DSP or trafficking sheet; impressions appear in Reports → Offsite.
Read: Offsite: generate IAB-standard tags for your media plan · Ad tag reference: VAST, IAB sizes, and macros
Can I bulk-create placements?
Yes. Import the grid as CSV with one row per placement from Network → Grid → Import/Export; the same file generates Marketplace listings and partner ad server line items.
Read: Register your placements on the Hierarchical Grid · The Hierarchical Grid: one spine for inventory, layout, and reporting
How do webhooks retry and how do I verify them?
Genuin retries with backoff for 24 hours and shows delivery logs; verify the HMAC signature in the x-genuin-signature header with your endpoint secret.
Read: Webhooks and events
Grow
How do I run the moderation queue and what are the SLAs?
The queue shows flagged items by source with SLA timers, assignment, bulk actions, and appeals; set hold, remove, or label per source, and read the weekly digest. Baselines are Standard or Strict, both editable.
Read: Set moderation, roles, and brand safety · Controls: roles, moderation, brand safety, and guidelines · Content policies and community guidelines
How do I keep ads.txt current when partners change?
BCC re-crawls daily and alerts the Revenue role if a line disappears; adding a demand partner that sells your inventory adds a line and shows the diff for approval.
Read: Set up ads.txt and sellers.json · Add brand partners and demand partners
Which routine work can Octo do without asking?
Anything you promote to a standing rule under Octo → Autonomy: classifying new videos, refreshing feeds, keeping ads.txt and sellers.json current, clearing moderation items inside the baseline, re-issuing keys. Public, paid, and sent changes stay on ask every time unless you decide otherwise.
Read: Octo Autonomy and Approvals · Octo operates your Brand Control Center: Octo proposes, you approve · 24/7 Octo-enabled support: how Octo brings in account managers, developers, and Ops
Troubleshoot
Where do I see incidents and who do I contact?
The status page covers SDK, API, player delivery, and ad serving; support is docs and community on Free, email next business day on Self-serve, and a named CSM with incident response within one hour on Enterprise.
Read: Support, status, and SLAs · Distribute your feeds across 7K+ apps and sites
A creative is running that should not. How do I stop it?
Block it with one click from the Ad quality report; add the advertiser domain or category to the blocklist, which syncs to Genuin Ad Server within minutes and is handed to your ad ops for a partner ad server.
Read: Blocklists and ad quality controls · Programmatic: Genuin Ad Server or your partner ad server
Reports look wrong after we changed the grid. Why?
A view is recorded against exactly one placement and archived levels keep their history, so totals still sum; check whether a placement was re-created rather than edited, which starts a new row.
Read: The Hierarchical Grid: one spine for inventory, layout, and reporting · Measure engagement: watch time, lift, and cohorts
