At Kliken, we understand that navigating through our products and services can sometimes raise questions.
This General FAQ is designed to be your go-to resource for quickly finding answers to the most common questions across our platform.
Whether you're just getting started, troubleshooting an issue, or looking to optimize your experience, we've got you covered. Below, you'll find sections that address a wide range of topics. Each section includes links to more detailed articles and resources housed in our specific help center collections.
What do I need to set up a Kliken Account?
Setting up a Kliken account is simple. All you need is an online store, an active website, and 15 minutes! Depending on the eCommerce platform you use for your store/website, there may be some restrictions on what products may be available to you. More information on this can be found on our Getting Started page.
What do I do after creating my account?
Once you've created an account, it's time to choose what ad platform(s) you'd like to advertise your business on. We are proud partners with Google and Facebook, offering avenues to their platforms as well as the Open Web via our very own Kliken Ads. The platforms and specific products available to you may be restricted based on the eCommerce platform you use for your store. We are constantly rolling out updates and enhancements, so if you don't see what you are looking for - just contact our Support team to confirm!
What types of campaigns can I create with Kliken?
Kliken supports the creation of Shopping and Search/Retargeting campaigns across Google, Facebook, and the Open Web. The type of campaign you can create will depend on which eCommerce partner your store operates on and what type of store you have. If you have any questions, please reach out to our Team, who are happy to help!
How long will it take for my ads to start showing?
You've downloaded the app, set up your ads, and added your credits. While Google, Facebook, and Kliken all have different requirements relating to acceptable content and policies associated with your site and campaign, the process across all platforms follows the same general process
The ad campaign is immediately submitted for review to ensure compliance with the respective platform's rules and requirements.
If no issues are found, the campaign will move to active. This normally takes no longer than 72 hours and oftentimes can occur in less than 24 hours, depending on the campaign type, number of products, complexity of the industry, etc.
If issues are found, our team will contact you immediately, either via a direct ticket, dashboard banners, or something similar, notifying you that there are issues preventing the immediate approval of the campaign. These could be related to the products, your site, URL, or various other items, but we will let you know when we contact you and help provide some guidance on how to resolve the issues.
As long as the original issue was not a gross violation of the platform requirements, if issues arose, and once they are resolved within your store/site, the campaign is resubmitted to the platform for review.
If the issues are gross violations of the platform requirements, we will also let you know. Unfortunately, at this point, we need to cancel your campaign and will refund you in accordance with our refund policy.
Where would I see my ads / Why don't I see my ads?
This is one of the most common questions we get asked, and we absolutely understand why! It is your store, your business, your hard work - and it is always great to see those ads in the wild (and, of course, you want to make sure they're looking as expected).
Because these platforms prioritize showing your ads to new or unengaged users who may not yet be familiar with your brand, you may not see your own ads when browsing. Even when retargeting, the retargeting is focused on the new audience created, of which you are very rarely included. This strategy helps maximize your ad spend by focusing on expanding your reach to fresh audiences who are more likely to convert rather than serving ads to those who are already aware of or have visited your site.
Do I need a Google Account?
If you want to run Shopping Ads on Google, you do NOT need to have a Merchant Center Account, but if you have you - you can import that into our platform when you initially set up your account and ads.
Do I need a Facebook Account?
If you want to run Facebook Ads, you will need an active Facebook user account with administrator permissions to the business's Facebook page. If you also have an active Instagram account, you may be able to connect this to your Facebook Ads campaign to run Instagram Ads as well.
Can I advertise if I do not have a website?
While our platforms are flexible, and we want to do as much as possible to get you running, the ONE requirement is that you have a website in order to utilize our services.
If you do not, feel free to check out any of the eCommerce platforms we integrate with and see which may be right for you! Once your website is up and running, come back and get started!
How can I contact Support?
We continue to work to expand our Support channel to make it as easy as possible for you to find what you need. You can reach out to us via chat, email, phone, or explore our comprehensive Help Center for answers to common questions.
Email: [email protected]
Chat: Once your account is created, via the Help widget in your Kliken Dashboard
Help Center: https://intercom.help/kliken/en
Whether you prefer a quick phone conversation, detailed email support, or self-service through our Help Center, we're dedicated to providing you with the support you need.
How do I set my advertising budget?
Our system works on a 30-day billing cycle, allowing you to select how much you want to spend for the period, set it, and forget it. You will not spend more than the budget level you set. You'll initially set your budget at the campaign purchase step, and afterward, you can upgrade or downgrade as needed. You can learn more about this here.
How does billing work?
Our billing runs on a recurring, 30-day cycle. Depending on your product, you will be charged one of (or a combination of) the following: Platform Fee, Ad Spend, and/or a Management Fee. Details on the cycle can be found in our help center here.
Each campaign you run with Kliken has its own budget. This means that depending on when you purchase a campaign, you may receive multiple charges throughout the month as the campaigns reach their rebilling date.
It is important to keep in mind that these charges are not random and are directly related to the campaigns you are running and when you purchased them. If you have any questions or concerns about your charges, please don't hesitate to reach out to our support team for assistance.
Google Product Listings is an exception to the above, as these campaigns are included for free within our Platform fee. If you have the Platform fee on your account, you can run as many GPL campaigns as you would like, with the fee billing every 30 days on your account.
What payment options are available?
Looking to see how to pay? All that and more can be found in our Payment Method help article.
Why is my payment failing?
Did you payment fail? There are a few things that can cause this, with the common culprits most often being an expired card, insufficient funds, or possibly a flag by our payment processor due to inconsistencies in the payment details. If you incur a payment failure numerous times at checkout or receive a payment failure notification in your dashboard - please refer to our help article on the matter or contact our Support team for further assistance.