FAQ

Basics

What is the time zone in the XMP dashboard?

The XMP dashboard displays data according to the time zone of each ad account. For example, if you view data from 2025/10/08 to 2025/10/10, a Meta ad account set to UTC+8 will show data in UTC+8, while a Google Ads account set to UTC+0 will show data in UTC+0.

Why can’t I see the ad I just created in XMP?

When you create an ad in XMP, the system generates a task that can be viewed in the Task Center.

1. Task processing – The task enters a queue and is executed in order. Once executed, ads will be published to media channels one by one.
2. Processing time – Usually it takes less than 1 minute to create and submit ads. You can refresh (sync) the list after a minute.
3. Possible failures – If there are errors in your ad settings, or if the media channel’s API encounters issues, some tasks may fail. In the Task Center, you can check the publishing status and failure reasons of each ad, and quickly copy and fix failed tasks.

How do I change my password?

At the top right corner of system setting, you can change the password.

How do I change the currency?

At the top right corner of system setting, you can change the currency of the dashboard.

How to cancel the authorization of my media account?

Meta

Step 1: You should log into your Facebook account page first and then go to Settings & Privacy Page. Navigate to Business Integrations .

Step 2: Choose the XMP app and click Remove to remove the authorization of XMP.

Google

Step 1: You should log in to your Google account first. Navigate to Security , click Manage third-party access at the right bottom.

Step 2: Click the blank space as the image is shown and then click Remove Access to remove the authorization of XMP.

TikTok

Step 1: You should log in to your TikTok Ads account first. On the top right corner of the page, click the first circle icon from the left. Then click User Settings under the list.

Step 2: Click Authorizations on the left catalog and then you see all the apps you share the authorizations. Click Remove on the top right corner of the Mobvista_XMP card to remove XMP.

Meta Ads

Unable to find Promoted App

1. In the Facebook Developer Console, ensure that the app's status is set to "Live," as shown below:
2. The promotional app is an asset of the advertising account; verify if it has been authorized to the advertising account. In the case of multiple accounts creation, make sure that each advertising account has the necessary permissions.

Facebook dashboard link: https://developers.facebook.com/

3. When setting up an ad campaign, enabling the "iOS 14+ Campaign" option will filter out Android apps.

4. Ensure the correct mobile app store is selected. Choosing the App Store will filter out Android apps; conversely, selecting Google Play Store will filter out iOS apps.

Why is my Facebook Page missing ?

① Please confirm that you have authorized the Facebook Personal Account/Ad Account :

First of all, confirm whether the source of the Page is a Facebook Personal Account/Ad Account. If the Page type is "Facebook Personal Account", it is necessary to confirm that the Page has authorized the corresponding Facebook Personal Account and whether the selection of Facebook Personal Account is correct.

If the page type is "Ad Account Page", make sure that the Page is authorized to the corresponding Facebook Personal Account and Ad Account;

② Authorize to XMP ：

When authorizing an Ad account, the Page will not be found if all available Pages are not selected. You can click Management > Ad Account on XMP to enter the new page and click "Add " to re-authorize.

Click " Edit Previous Settings " on the Facebook authorization page . We recommend that you select " Opt in to all current and future Businesses " and " Opt in to all current and future Pages " ,  and click " Continue " to complete the authorization operation.

If you have any further questions, please feel free to contact us via xmp-support@mobvista.com. Thanks!