Journey is a self-service product supported primarily by the community, but our support team is still here to help with the following specific issues.
Please note: if your issue falls out of the scope of the examples below, Journey’s support team may not respond. In that case, the post will be kept open for responses from others in the community. We also recommend double-checking existing help articles and searching the forum for relevant threads on the topic for assistance.
Table of Contents
Ads Missing After Site Change
Ads missing due to theme change or template change:
If you’re missing ads after changing your theme or template and have already verified the ad script is still running on your site, you can post in this official thread with a link to your site and we’ll have the script retarget your ad placements.
No sidebar ad due to recently adding a sidebar or prior implementation of a sticky sidebar:
If you recently added a sidebar to your post templates or previously had a sticky sidebar theme or plugin setting enabled that caused your sidebar to scroll with the reader and have since disabled the sticky sidebar setting*, post in this thread with a link to your site so we can have the script retarget the sidebar ad.
*This only applies if the sticky functionality has been disabled. The script will not target the sidebar ad on a sticky sidebar since it will overlap with your sidebar. If you disable the sticky sidebar feature, though, you can reach out in the above thread.
Ads Affecting Site Layout
If you notice a display issue on your site after launching your ads that appears to be related to ads, make a new post in Troubleshooting Help with all of the relevant information, including how to replicate the issue, a link to the page experiencing the issue, and screenshots if possible.
Dashboard Issues
Missing data and other data bugs outside of GA4:
If you notice data issues in your Grow Publisher Portal such as missing revenue, missing pages from your Top Pages Report, problems with the date range picker, etc, create a post in Troubleshooting Help with all of the relevant information including a link to your site.
For help with GA4, check out the help articles below:
- Connecting GA4 to your Grow Publisher Portal
- Troubleshooting why GA4 data is not being sent to your Grow Publisher Portal
Settings issues:
If you run into issues in the dashboard, such as being unable to save a setting, create a new post in Ad Tech & Dashboard Settings with all of the relevant information, including how to replicate the issue, screenshots if possible, and your site’s name.
Payment issues
If you have not received your payment or the amount is incorrect, please contact us at payments@journeymv.com. Make sure that all relevant thresholds have been met prior to reaching out. Please review the payment thresholds here. Be sure to include the URL for your site in your initial email!
Note: General payment questions can be directed to the Payments section of the Journey Community. Keep in mind, this is a public forum. Do not post any private or sensitive information.
Onboarding Issues
Unable to onboard due to dashboard issues:
If you run into a server error or other type of error during the onboarding process that prevents you from onboarding, create a post in Onboarding & Setup with all of the relevant information, including the error you’re seeing, how to replicate the issue, screenshots if possible, and your site’s name.
Note: This does not apply to the Can’t find your ad script or ads.txt file errors. If you run into these errors, please refer to the following help articles, search the forum for existing threads on the topic, or create a new post in Onboarding & Setup for the community to assist with.
Onboarding confirmation email not received:
If you’ve been accepted to Journey and didn’t receive the onboarding confirmation email, first verify your email address is correct and the one associated with your Journey account. If it is, please comment in this thread for assistance.
Site Sale
Websites changing ownership must reapply and contact Journey support. Learn how to sell your site and how to contact us about a Site Sale here.
Domain Change
If you change your site’s domain name, please review this help article first. Once all redirects are in place, send a quick email to help@journeymv.com with your old and new URL so we can make the necessary changes.
Account Termination
If you wish to terminate your Journey account, 30-day written notice (i.e. email) is required. Read more about and learn how to terminate your account here.
For all other issues and inquiries, please find the relevant category topic in the forum and create a post with your site name and any relevant details so the community can assist you.
Please note that help@journeymv.com and payments@journeymv.com are for payment or administrative purposes only. Any questions in regards to technical troubleshooting or performance will be redirected back to the Journey Community Space.