Frequently Asked Questions

Signing up for an account is free and you can launch your first local ad campaign on Zillow Group Media Manager for as little as $500.

A $500 campaign will deliver 83,333 impressions at a $6.00 cost per thousand impressions.

The minimum campaign investment is $500 (83,333 impressions) and the maximum campaign investment is $15,000 (2,500,000 impressions).

At the time of check out, you will be charged for the total number of booked impressions for each campaign.

In the event of under-delivery at the end of your campaign, you will receive a refund for the number of impressions that were not delivered. As an example, if your campaign did not deliver 41,666 impressions then you would be reimbursed $250. 

Reimbursements will be issued within 5 days of the order’s end date and will appear back in your original credit card payment. 

Campaign budgets cannot be updated after you have paid. You will need to duplicate an existing campaign to create a new order to add dollar amounts of $500 or more.  

To get a copy of your invoice go to the Order details page →  Select “Documents”  →  Review all invoices and select which one(s) to download.

Payment statuses are listed in the campaign details section. They include the following statuses:

• Settled: Payment is confirmed and the budget has been captured from the credit card. 
• Sent for refund: Refers to when a refund is issued due to undelivered impressions in the campaign. It usually takes 2-5 business days to complete the refund.
• Completed: All campaigns that were part of the booking are completed. Any potential under-delivered impressions have been calculated, and a potential refund is issued.
• Invalid credit card: There is an issue with your credit card. For more information please contact Zillow Group. A contact form is available through the Support button in the dropdown menu in the top right corner.

No, we only do business with advertising partners within the United States and do not accept payment through international credit cards. You must have a US billing address and credit card to book a campaign on Media Manager.

To submit a cancellation, follow these steps:

1. Go to your campaign details and update the status from “Live (delivering) to “Pause”.

2. Then change the status from “Paused” to “Cancel”. If the status is not changed from “Paused” to “Cancel” the refund will not be triggered until after the campaign ends. Selecting “Cancel” will trigger the refund process immediately.  Refunds are received within 5 business days.

You will receive a refund back to your original credit card used for payment. 

You will receive a refund within 5 business days of your campaign cancellation.

To view the status of your campaign, go to the campaign details page. Various statuses are available based on your campaign progress, these include the following:

• Draft: The campaign has been submitted and is currently being created in Zillow Group Media Manager. This process can take up to 30 minutes after it has been submitted.
• Inactive: There are no approved creatives added to the campaign. 
• Ready: At least one creative has been approved and the campaign is ready to go live at the set start date.
• Completed: The campaign has fulfilled the budget and is no longer delivering impressions.
• Inventory released: The campaign has been canceled and will no longer deliver impressions.
• Delivering: The campaign is currently delivering impressions.
• Paused: The campaign has been paused and is no longer delivering impressions. The campaign must be resumed in order to deliver impressions. 

To view the progress of your campaign, go to the campaign details page. Various progress statuses are available based on your overall campaign delivery: 

• Under-Delivering: The daily expected impressions are below the target for the day. This is common at the beginning of a campaign because the ad server takes a few days to calibrate delivery. If a campaign starts late it will also take a few days for your campaign to deliver evenly across the remaining number of days.
• Good Progres: The daily impressions are delivering on target for the day.
• On Track: The campaign is on pace to deliver its impressions in full.

Our ad server plans to distribute impressions evenly across all days of your campaign. It is common that each day will not be identical due to fluctuations in traffic. Our ad server will do its best to average out the number of impressions over the remaining days of your campaign so that it can deliver in full. You can access your dashboard in Zillow Group Media Manager at any time to see how your ads are delivering.

Our intent is to deliver all campaigns fully, however unanticipated events can arise. If your campaign does not deliver all your booked impressions by the end of your campaign your credit card will be automatically refunded for the number of impressions that were not delivered. It takes approximately 5 business days for a refund to fully process back to the credit card you used for the initial payment.

We recommend high-resolution imagery that features people interacting with your product or service as the featured image. A high-resolution logo that includes your business name for impactful brand recognition is required.  All images are subject to Zillow Group approval and must adhere to our Creative Approval Policies & Guidelines.

Up to 6 creatives can be added per campaign. All creatives will rotate evenly.

No, the limit is 6. If you wish to use more creatives for A/B testing then we recommend you set up an additional campaign.

Creatives are reviewed within 48 hours of submission. Any campaign creatives that are submitted on a Friday will be reviewed and approved the following business day. Weekends are excluded during this timeframe. Our business hours are Monday through Friday 9am-5pm ET.

Creatives are reviewed to ensure they adhere to our site guidelines. All images, business logos and text must be high quality and appropriate for a general audience.

You will need to go back to the “Creatives” section of your campaign and follow these steps:

1. Select “+Creative” to upload a new image, logo, header text, and sub-header text that adheres to our Creative Approval Policies & Guidelines. 
2. Once submitted, revised creatives will then be reviewed within 48 hours of submission. Campaigns cannot go live until at least one creative has been approved.

You cannot edit an approved creative, but you can always add new ones after your campaign has launched. This is a great choice if you’d like to A/B test up to 6 creatives and optimize whichever one is garnering the most clicks.

You can pause or resume the creative you are using for the campaign at any time, but must have at least one active creative per campaign to remain live on the site. You can manage the creatives on a campaign by entering the creative section through either the booking details or campaign details pages and pressing the edit button.