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Account Support and Troubleshooting FAQs

Account Support and Troubleshooting FAQs

  1. Who do I go to for support on Self-Serve?  

    • You can refer to the Commerce Max Help Center and if you still have questions, please reach out to your Criteo representative.

  1. What happens if I want to move an existing program over from Managed Services to Self-Serve?   

    • Your Criteo representative can support you with this transition. 

  2. How do I access my Self-Serve account? What happens if I didn’t receive an email? 

    • If you’ve just set up your account, you should have received a welcome email that includes instructions on setting up a password. If you’re a returning user of the Criteo platform, simply log in as you usually do. 

    • In case you can’t remember your login details, please opt to reset your password. This will guide you through the process of establishing a new password and regaining access to your account. 

    • If you have previously had access to the UI through a different retailer, you will not receive a welcome email as you already have access and the new retailer will automatically populate in your platform dashboard.

    • If you are a new user of the platform and never received a welcome email, please contact your Criteo representative. 

  3. Why do I have to log in to my Commerce Max account every time? Can I not stay logged in?

    When you log in, check the "keep me logged in" box. You'll stay logged in for 30 days, even if you close your browser. If Commerce Max keeps signing you out, here are some steps you can try: 

    • Make sure cookies are turned on. Some antivirus or related software may delete your cookies. 

    • If your cookies are turned on, clear your browser's cache. Note: While deleting your cookies may resolve the problem, it will also remove your saved settings for sites you've visited. 

    • Make sure you’re using the latest version of your browser. 

  4. Is there any certification I can take to increase my Retail Media knowledge?  

    • Yes! Check out Criteo’s Retail Media 101 Course. It provides an introduction to retail media and its offerings, including Sponsored Products, on-site display and off-site display.  

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