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Help centre
A little clarity goes a long way.
Find answers about packages, websites, artwork and your campaign.
Is this the Durham Banner Exchange?
Durham Advertising is the paid program. You choose a package and request websites for your campaign. You do not need to display other members’ banners. The reciprocal Banner Exchange is a separate program.
Can I choose where my advertisement appears?
Yes. Browse the website catalogue and select the websites you prefer. Staff confirm the connected publishers and positions that can carry your campaign before authorizing delivery. A catalogue listing alone does not guarantee availability.
Can I pay and start immediately?
You can prepare your account, request and artwork, then try SureCart test checkout from Billing. Test purchases do not charge real money or start advertisements. Live delivery still requires a verified live payment and staff approval of artwork and publisher positions.
What does my package include?
Each one-time CAD package has a defined impression or click allowance. It is not a fixed-duration booking or a guarantee of leads or sales. Your approved websites and positions are confirmed for the campaign.
How do the banners rotate?
Eligible advertisements rotate every five seconds. A desktop pair can show two different advertisers; tablet and mobile show one compact banner. The available advertiser mix depends on the approved campaigns for each position.
What sizes do I need?
Supply two separate images: 1983 × 385 pixels for desktop and 2172 × 724 pixels for mobile. Use PNG, JPEG or WebP, with a maximum of 5 MB per file. Keep your business name, domain and message readable.
What can I see in my reports?
Your workspace shows approved websites, package usage, recorded impressions and click events by website and position. An impression requires the image to load and be at least half visible for one second. Counts are events, not unique people.
Can I pause my advertisement?
An authorized campaign can be paused in your workspace. Previously issued display permission can take up to 60 seconds to expire. Pausing does not itself create a refund or restore already-used allowance.
Can you help with artwork?
Contact us with your website, logo and campaign idea. We can review the requirements with you. Confirm any design price and turnaround before commissioning work.
What if a connection goes offline?
Publisher websites keep downloaded images locally. A short interruption can use the remaining valid display permission. If permission expires, paid ads stop until the connection returns.
No matching questions. Try another word or contact us.
Troubleshoot your next step.
Start with the issue you can see, and include enough detail for support to reproduce it.
My artwork does not pass the size check
Check the actual exported pixel dimensions, not the editor’s document label. Use the artwork checker and export the exact desktop or mobile canvas without padding.
My campaign is not appearing
Check whether the request, artwork, funding and website assignments have been approved. A draft, test-funded or paused campaign is not proof of a live publishing failure.
My report looks different
Confirm the campaign, website and date range. Counts represent events rather than unique people. Send the filters and time of the discrepancy when requesting help.
What to include in a support request.
Clear details help us investigate without asking you to repeat the same steps.
Campaign or billing question
Include the campaign name or identifier, the relevant order reference and a brief description of what you expected. Never send complete payment-card details.
Display or layout problem
Include the publisher URL, phone or desktop type, approximate screen size, date and time, and a screenshot if available. Tell us whether the problem persists after refreshing.
