Pilot · human support
Get help and continue your work.
Support is handled manually during the pilot. Describe the step that failed and when it happened. Never send passwords, invitation links or customer materials in a support request.
中文Forgot your password or cannot sign in?
- Check that you are using the email address that received access. If you recently changed your password, use the new password; existing sessions have been signed out.
- Contact the person who arranged your pilot through your existing conversation. Provide your sign-in email and the step that failed, without including a password.
- Recovery is manual: the operator must verify ownership through the established contact before resetting access. Submitting a request does not change your password or grant access.
- After receiving replacement access through the agreed private channel, sign in and choose a new password in Workspace setup.
Generation or download failed
Keep the page open, refresh to check whether the result was saved, then retry if needed. Share the approximate time and error message with your pilot contact. Do not send the creative or credentials.
Payment or allowance questions
Check the agreed pilot scope with your contact before paying. If a payment result is unclear, ask for reconciliation before paying again. Self-service checkout is currently unavailable.
Feedback on an output
Use the feedback control beside the output, or explain what you need changed to your pilot contact. Ad-account access is not needed for creative preparation and downloads.
Security or data concerns
Stop the affected action. Contact support@adglobal.app and your existing pilot contact. Use the rights-request form for correction or removal requests.
If you do not receive a reply by email, follow up through your original pilot conversation. Support is not available 24/7.