Why is my listing ad showing a "No LIVE BRAND website found" error?

Learn why listing ads may fail to populate and how to get the issue resolved.

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Overview

If your listings aren't showing up when you try to run a listing ad, the most common cause is that the listing ad was drafted before your brand website was live. When this happens, the workflow errors and does not retry automatically — but our team can resolve it manually.

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What causes this issue

When a listing ad is drafted before your brand website is live, the system returns a "No LIVE BRAND website found" error and the workflow stops. It does not automatically retry once your website goes live.

Important: This issue cannot be resolved from within the Presence® Platform. It requires manual intervention by our internal team.

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How to get it resolved

Contact our support team and let them know your listings aren't appearing for listing ads. They'll escalate to the appropriate internal team, who can rerun the workflow manually to get your listing ad populating correctly.

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FAQs

Why aren't my listings showing up for my listing ad?

The most likely cause is that your listing ad was drafted before your brand website was live. This triggers an error that stops the workflow and prevents listings from populating.

Will it fix itself once my website goes live?

No — the workflow does not retry automatically once your website is live. You'll need to contact our support team so the workflow can be rerun manually.

Is a permanent fix coming?

An automatic fix that reruns the workflow when a website goes live is on the product roadmap, but no timeline has been confirmed yet.

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For help with listing ads, contact our support team:

• Live chat in the Presence® Platform (fastest)
• Email: support@luxurypresence.com
• Phone: 310-955-1077, option 2