Support

Customer Support

For customer support with general questions about your campaign, technical support, or to make changes to your account, representatives are available by phone from 9 a.m. to 5 p.m. Pacific, Monday through Friday.

Support: (877) 763-3171

E-mail:

Frequently Asked Questions

• I search for my ad and can’t find it. Why?

  Your ad will not appear every time you search for it. However, it will appear with enough frequency to deliver your desired results. The more clicks you buy, or the greater your budget amount, the more likely your ad will appear when you or anyone search for it. When you buy online advertising on search engines, you are essentially buying a share or percentage of the total search results for your specific keywords. This means you might have to perform several searches using your keywords to see your advertisement.

  Try searching for your Web site URL or business name on Yahoo! and Google. This “vanity” search may produce your ad on-demand. However, in some instances, the search engines may not show your ad if they determine the Web site URL and business name are infrequently used keywords; if your account has reached its daily performance target; or if your campaign has fulfilled the contracted number of clicks.

• When will I see results with my campaign?

  In most cases, results can be seen within a week of your campaign’s start date. In rare cases, campaigns may begin slowly as they move across our search engine network, appearing on some search engines before others. When your campaign becomes active, the best performing keywords and locations are identified and our system continues to optimize your performance as your campaign matures.  Continue to check your Merchant Center often for your latest results.

• Why am I not getting phone calls?

  Through your Landing Page or Web site proxy, customers can contact you in a number of ways, not the least of which is phone calls. Checking your Merchant Center is the most effective way to see the entire scope of your customer connections, including e-mails, text messages, form submissions, map prints, and more. In addition, when a customer does call you, always ask, “How did you find me?”  More than ever, customers will say they found you on the Web.

• How do I log in to my Merchant Center?

  If you have not yet registered for Merchant Center access, go to www.yourmerchantcenter.com and click the Sign Up/Register for Merchant Center Access link at the bottom of the page. Enter your first name, last name, and e-mail address, and you will be sent a temporary password.

  To log in to your Merchant Center, visit www.yourmerchantcenter.com and enter your login name and password. If you cannot remember your password, click the Forgot Your Password? link, enter your login name and e-mail address, and your password will be sent to you.

• How do call tracking numbers work, and how can I listen to my calls?

  A call tracking number is a local or toll-free number assigned to your campaign to help you track which calls your business receives as a result of your WebVisible campaign. The call tracking number is displayed on your Web site proxy or Landing Page, and when a customer calls this number, the call is routed directly to your office, home, or mobile phone. If call recording is a feature of your account, you can listen to the calls in your Merchant Center by clicking the phone icon on your Dashboard, or visiting the Call Activity page under the My Reports tab located at the top of the page.

• How do I change my Merchant Center password?

  Changing your Merchant Center password is easy. First, log in to your Merchant Center at www.yourmerchantcenter.com. Select the Account Preferences tab from the navigation menu at the top of the page.  Change your password by entering your existing password, then creating your new password in the spaces provided, and subsequently clicking Save to submit your changes.

• How can I suggest different keywords and location terms for my campaign?

  You can suggest different keywords and location terms for your campaign, keywords, or locations by logging in to your Merchant Center at www.yourmerchantcenter.com.Then, select the My Ads tab from the navigation menu at the top of the page. To add or change your current keywords, click the Select Changes button located at the bottom of the Current Keywords section. To add or change your current location terms, click the Select Changes button located at the bottom of the Current Location Terms section. From there, you can delete existing locations and keywords or add new ones. When you have added or deleted the desired keywords or location terms, click the Submit Request button located at the bottom of the page.

• When will my campaign go live?

  Your campaign will be live approximately 10 to 15 business days after your order is placed. During this time, our team of creative experts builds your Landing Page and populates your campaign with relevant keywords, location terms, and ad content to target your potential customers. You will be notified by e-mail when your campaign is live on the search engines.

• I am running more than one campaign. How do I view my other campaigns in the Merchant Center?

  If you are running more than one campaign with WebVisible, you can toggle between them on your Dashboard once you have logged into the Merchant Center. Log in to the Merchant Center and select the Change arrow in the upper right corner. If you are in the My Ads section or any of the activity reports, you can use the drop down menu labeled Select Campaign in the upper right corner of the page. This will allow you to see the different metrics associated with each of your campaigns.

• How do I change the images or other content on my Landing Page?

  To change content on your Landing Page, submit an e-mail with your requested changes to gethelp@webvisible.com.