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General content FAQs

Use this section to troubleshoot issues with product content such as incorrect attributes, missing information, or content that isn't displaying as expected. Problems are often related to preferred CSP configuration, a rejected CSP submission, retailer-level overrides, or a delay in content processing. If standard troubleshooting doesn't resolve the issue, this section also covers how to request further investigation.

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Unless otherwise directed, contact your Instacart representative for help resolving product content issues.

I've updated my product content. Why aren't the changes visible on Instacart?​

Your updated content may not be visible for one of the following reasons:

  • Your content was rejected for not meeting Instacart's content standards.
  • Instacart source prioritization rules may be displaying content from a higher-priority source.
  • The updates have not yet been published. Typically, content changes are visible 24–48 hours after submission.
  • The retailer's configuration prioritizes the retailer's product content over content provided through a CSP or the product library.

What should I do if Instacart hasn't received expected content from my CSP?​

Contact the customer success manager at your CSP to help troubleshoot, or follow their recommended process to create a help desk ticket.

How do I correct and resubmit rejected content?​

For rejected content submitted through your CSP, contact your CSP to address the issue.

For rejected content submitted through the product library in Ads Manager, you'll receive an email with the error messages and related details. You can also see details about the rejected content in Ads Manager. To resolve the issue, correct the content and resubmit using the product library edit tool.

What information do I need to provide to escalate an issue to my Instacart representative?​

For issues that you cannot resolve on your own or by working with your CSP, you can escalate the issue to Instacart. Provide the following information:

  • Name of CSP
  • Date of last successful syndication from CSP
  • Impacted UPCs
  • Instacart.com product details page (PDP) URLs (not search URLs) of the products that are impacted as in the following examples:
    • https://www.instacart.com/store/fresh-grocery/products/123456789
    • https://www.instacart.com/products/123456789-tortilla-chips-5-oz?retailerSlug=fresh-grocery
  • Screenshots and description of what you see on the storefront
  • Description of what you expect to see on the storefront

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