You may notice that when your creative has failed for an aspect ratio guideline that the aspect ratio shown on your dashboard might not match with the aspect ratio of the file you download from our dashboard.
The reason for this is that if you upload a very large file for pre-flight evaluation, our system will shrink the creative that is available for download on the creatives page to enable faster page loading. This is done only to creatives submitted for pre-flight evaluation when they are over 400 pixels in height or width. Therefore, the file you download from the Creatives tab will usually be smaller and show lower dimensions, though the aspect ratio should be exactly the same.
Please note that the aspect ratio that is exposed on the dashboard is obtained from the creative that was originally uploaded, not the shrunken file. We only shrink the file for the purpose of enabling greater page speed. All evaluations are carried out on the originally uploaded file.
This is the data that is obtained during the review process and determines whether or not the creative should pass the guideline. With that in mind, these are the figures that you should consider before troubleshooting with Support.
If you want to know what the approved Aspect Ratios are across all of your applicable platforms, you can find them listed under the Rules section of your dashboard.
If you have any further issues or you believe that creative has still been evaluated incorrectly, please contact firstname.lastname@example.org