MediaBank has teams dedicated to support and troubleshoot questions for Spot media, Network media, Print media, Digital media and Direct Response. Media specific questions should be directed to the corresponding inbox, linked above.

General support questions, cross media questions, and non media specific questions should be emailed to support@mbxg.com

1. Please provide a description of your issue. Be as descriptive as possible.
2. Include all relevant information. Location number and client code are required. Details such as estimate, order, or plan numbers should also be included (if applicable).
3. Screenshots of the problem or error message are always welcome.
4. Please note the priority level (see FAQ below on priority level) .

Priority Level should be set in emails and calls to the support team according to the severity scale below:

Severity 1 = Critical: System down, loss of all processing capability system-wide
Severity 2 = High: Severe business impact, major function(s) disabled
Severity 3 = Medium: Degraded operations, nonessential function(s) disabled
Severity 4 = Low: Minimal business impact, informational questions, training needs

Financial support should be grouped according to what media the question involves. Spot accounting should contact the Spot email, Digital finance should contact the Digital email, etc. If you are unsure, or if you are working in multiple medias, please contact the general support email at support@mbxg.com

Passwords must contain 8 characters exactly. Dictionary words are not allowed. Also required are one capital letter, one special character (ie: $) and one number. An example of a valid password is : Atlant@1

1. Determine if it's isolated to your machine or a network issue by asking the users around you.
2. If it's a network/company wide issue, contact your internal IT department.
3. General OX support can be contacted via support@mbxg.com or the support hotline, 866-888-8775

Yes. We do have software that allows users working on MACs to log into MBOX. Basic PC to MAC rules would apply such as:
Control = Command
Alt= Option
Windows/Start = Command/Apple
Backspace = Delete

Yes. Remote access must be granted through your internal IT department.

Within MBOX, locate the "HELP" branch within the navigation tree for the appropriate system.

Every night the system is brought down for maintenance and updates. It is available at the following times:

MediaBank O|X Application Hours
8 a.m. - 12 a.m., Monday thru Friday
8 a.m. - 7 p.m., Saturday
12 p.m. - 7 p.m., Sunday
All times shown reflect Eastern Standard Time.

User security determines what can be viewed/accessed by anyone who logs into the system. Please contact your system/security administrators at your agency to gain access.

If there is a network outage, the system may lock your user ID within the last program you were in. Please wait 10-15 minutes as locks do clear themselves. If the problem persists, contact your system/security administrator at your agency to have them unlock you.

Open your Task Manager (ctrl, alt, delete) and end the JAVA process. This will free up your MBOX session.

Follow the support and training group on Twitter at @MediaBankHelp

For TV, we support Proposal XML, Cable CSV, MediaBank's Excel format and for Radio, we support Radio XML and MediaBank's Excel format.

Estimates can be changed or deleted only after buys are deleted and goals are removed from the system (in that order).

TV buys are unlocked after an order has been confirmed, recall approved, or rejected. Radio buys are unlocked after an order has been confirmed or rejected.

The Avail dates must be within the worksheet dates to show up. You may also need to close any open worksheets prior to uploading avails.

There may be active makegoods which need to be acted on before sending out a revision.

In order to effectively cost audit an entire plan, the final month of the plan must be the final month cost audited. There are two effective workarounds for the above scenario:
1) Enter a second invoice for the outstanding placements and Cost Audit ($0 placements still need an invoice).
2) Reverse one of the earlier invoices and re-enter it to include all placements (old and new).

Subplacements are the distributed monthly breakouts of an individual placement. It's important to keep in mind that the cost/impressions are distributed daily throughout the subplacements. So if a placement had flight dates of June 14th through August 1st, the month of July would get the majority of the weight (of cost/impressions) because it has the most days within the flight dates. August would get the smallest amount of weight because it's only 1 day long.

You cannot add mappings after the fact. All mappings need to be in before any vendor code is added to the order. If a mapping is added after this point, it will not port to the Ad Server.

1) Importing: When importing placements the start date must be in the future. (NOTE: The current date is considered to be in the past).
2) Manual Adding: The ability to add placements manually in the past is controlled by your agency.

The signature on the IO will always be whatever .jpg is currently loaded by the user who physically executed the IO. The signature is stored and loaded under the "User Signature" dialogue on the navigation tree within the Mediabank OX appliction. If two users need the same signature loaded to the IO, they should both upload the .jpg file.

You will need to know the 4-digit telemarketer code that your agency has assigned for their Client. In most cases, they tend to utilize the 4-digit client code, which you may wish to try first.

No, you can select either #800 or traffic, but not both.

To turn this feature on, you must proceed to Screen 3 of Telemarketing Company Maintenance and select Y for "Spot Clusters in Use?" You should also determine "Cluster by Minutes". Note that you must also select "Weight by IMPs" in Telemarketer Profile Maintenance in order for the feature to be fully functional.

You can either select Y for the "Weight by IMPs" field or create your own Weight table ID (which is created in Station Weight Table Maintenance).

Double check to make sure you have creative and an estimate number attached.

Please contact your system/security administrator at your agency. They can add them in for you.

An insertion order must have the creative attached. An insertion order will only contain one insertion per order. A space reservation can be printed out with multiple insertions.

For clients that do not use MBOX's production system, a fake-ad id must be attached to the ad to generate an insertion order.

Go to the actions button on the top of the screen and select Cancel. This will cancel the insertion but not remove it from the system.

NTI/NSS Weekly Pocketpiece and Cable Data Schedule:
The new book is loaded approximately 18 days after the end of the pocketpiece week.

ACM Weekly Data Schedule:
The new book is loaded approximately 21 days after the end of the pocketpiece week.

NAD Monthly Data:
-Broadcast Network Data (NTI NAD)- is loaded approximately 23 days after the end of the month.
-Syndication Network Data (NSS)- is loaded approximately 43 days after the end of the month.
-Cable Data (Time Period)- is loaded approximately 33 days after the end of the month.
-Cable Data (Program Average)- is loaded approximately 43 days after the end of the month.

Hispanic Data:
Preliminary Weekly Data- is loaded 15 days after the end of the week.
Final Weekly Data- is loaded with the monthly data (see below).
Monthly Data- is loaded approximately 22 days after the end of the month.

Minute-by-Minute Data:
The new book is loaded 3 weeks after the end of the pocketpiece week.

TCAR data and Warner Brothers TCAR Data:
The weekly book is loaded approximately 30 days after the end of the pocketpiece week.

ITN Data:
This data gets loaded approximately 2 ½ months after the end of the broadcast month.

The first step is to run a Network Research Reporter and pull for all networks. This report will show all Nielsen rated networks based on the date range selected. For additional confirmation on a particular network, please call MBOX support at 866-888-8775.

Media Reporter only pulls data that is attached to the buy. If your media report is not pulling data for any particular buy, refer to the buy entry to confirm that the data you're trying to pull has been seeded to your buylines. If the data is not there, you will need to seed that data prior to being able to view it in Media Reporter.

Unfortunately, once an Estimate is linked to a package it cannot be deleted. A new Estimate will be required. Changes to an Estimate can be made at any time.

A Seed report must be run for all units to be posted. Once the Seed report is pulled, make sure the NTI codes are assigned to the units to be posted.

Yes. In the Preferences Tab, select your weeks in the Spot Range fields. Click apply.

Yes. Open the live buy instead of a worksheet. On the Live Tab in the drop down menu, select insert station. Click apply. Select the station and number of lines to add

Utilize the allocate by spot count dialogue. Select the line you want to adjust. In the drop down menu select Alloc By Spotct. Click apply. Select the week(s) to adjust. Reduce the product spot count and then the total spots.

Yes. In Canada Buy, open the worksheet, select the Filter tab. Select the station you want, the weeks you want to see. Click Apply.

In the Nav tree select Broadcast, Buying, Estimate Maintenance. Fill in your Location, Client ID and select TV in media field. Click Search. All estimates are displayed use the next number in sequence.

Check the client billing profile for the appropriate tax input.

There are publications not assigned to a region.

The allocation and region tables are missing from the estimate.

Create an allocation table for the division of the split products, enter the allocation splits for the allocation table for Region "ALL" and assign region ALL and the Allocation Table to the estimate.

Access Affidavit Entry and enter the DEAL in addition to the client, station, invoice # and location. Click Add. In Invoice Entry main screen, enter the Media Total, No of spots, Net amount to pay as ZERO and select Pay Bottom Line in the dropdown. Click Next twice to clear and approve invoice.

Your internal supervisor must contact your agency's MBOX Account Manager who will coordinate any required trainings. Any questions can be addressed via the training email link above.