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Ad Account Rescue

Our clinic's ChatGPT ad is Not serving and hasn't passed policy

The notice
Not serving: Ads have not passed policy
On this page

OpenAI's review rejected the ad, or hasn't finished with it. Health advertising in ChatGPT is restricted: OpenAI says that in the US "we may allow ads from approved advertisers on a case-by-case basis" for a named list that includes dental services, hospitals and urgent care, medical testing and minimally invasive cosmetic procedures. A service outside that list, an unsupported treatment claim, or a landing page OpenAI can't load will keep an ad from serving. In Ads Manager, hover over Not serving to read the reason, fix the copy or the landing page, then edit and resubmit, or request another review if you believe the ad was rejected in error.

Curve Compliance helps clinics measure ChatGPT Ads the same way as every other channel. Curve's team sets up HIPAA-compliant, server-side conversion tracking in place of the ChatGPT Ads pixel, alongside Meta, Google Ads, TikTok and Microsoft Advertising, with neutral event names and attribution kept through booking tools such as IntakeQ, Calendly and Jane. It is typically live in about a week, with a BAA signed on every plan. Book a call with Curve.

Which health services OpenAI allows

"Ads for regulated medical products and services, or claims related to the prevention, diagnosis, or treatment of physical or mental health conditions, are restricted. Ads for health services outside the US are generally prohibited." In the US, OpenAI may approve advertisers on a case-by-case basis for:

  • Consumer medical devices, wearables, and apps
  • Dental services
  • Dietary supplements
  • Disease awareness campaigns that do not advocate for public policy
  • Health insurance
  • Hospitals and urgent care
  • Medical testing and diagnostic products and services
  • Minimally invasive cosmetic procedures
  • Vision products and services

What OpenAI requires and prohibits

"Eligible ads must be lawful, factual, responsibly presented, and subject to appropriate review and compliance controls. Advertisers may be required to provide proof of licensure."

OpenAI's list of what it does not allow is short and strict: "We do not allow ads for unsafe or unapproved medical products; unsupported treatment claims; experimental or investigational therapies; invasive or high-risk medical procedures; adult-oriented sexual health services; or health-related products that exploit body-image concerns, distress, or other vulnerabilities."

Wellness offers have their own rule. Ads must not promote "wellness or health-adjacent products that make unsubstantiated health claims outside established medical or regulatory frameworks", which OpenAI says includes "diet pills, detox programs" and "services such as health coaching." Telehealth prescribing and online pharmacies are not on the eligible list, and OpenAI adds that advertisers whose primary business falls in a restricted category "may be ineligible to advertise on our platform."

How OpenAI reviews an ad

  • Every ad is checked before it runs: "When an ad is uploaded, we review the title, copy, media, and landing page for compliance with our policies."
  • The landing page has to be reachable: "Ads or landing pages that cannot be reviewed or evaluated by our systems are not eligible to run."
  • Health is handled carefully. OpenAI says restricted categories "may require additional safeguards, including enhanced advertiser verification or manual review", and healthcare approvals are "reviewed manually on a case-by-case basis."
  • Review continues after approval. OpenAI may "limit delivery, escalate for additional review, remove the ad, or take broader advertiser-level action".

Get the ad serving

  1. In the Ads tab of Ads Manager, check the ad's Status. If it says Not serving, hover over it to read the reason. If the ad is still in review, wait for it to finish.
  2. Check that your service is on OpenAI's eligible list for the US. If it isn't, no edit will get it approved.
  3. Remove treatment claims you can't support, and anything that exploits body image or distress, from the ad and the landing page.
  4. Make sure the landing page doesn't block OpenAI's user agents or IP addresses. OpenAI names that as a common cause of rejection.
  5. Have proof of licensure ready in case OpenAI asks for it.
  6. Edit the ad and resubmit it for review, or request another review if you believe the ad was rejected in error.
  7. After launch, OpenAI says to "allow at least 24 hours after launch before reporting a zero-delivery issue."

What not to do

  • Don't describe a telehealth or prescription service as something else to fit an eligible category. The landing page is reviewed too, and OpenAI says "Severe, repeated, or deceptive violations may result in stronger action, including suspension or termination of advertiser accounts."
  • Don't open a second advertiser account to try again. See whether to open a new ad account.

Talk to Curve

Once your ads are approved, the next question is whether ChatGPT sends you patients. Curve's team sets up HIPAA-compliant, server-side conversion tracking in place of the pixel, with neutral event names, PHI-like pattern detection, SHA-256 hashing to each platform's requirements, consent management, and attribution kept through your booking tool, so ChatGPT is measured next to your other channels. Read how Curve tracks ChatGPT Ads for health brands. It is typically live in about a week, with a BAA signed on every plan, so book a call with Curve.

How Curve helps

  • Sets up HIPAA-compliant, server-side conversion tracking for ChatGPT Ads in place of the pixel, alongside Meta, Google Ads, TikTok and Microsoft Advertising.
  • Sends events under neutral event names and detects PHI-like patterns before data reaches an ad platform.
  • Hashes identifiers with SHA-256 to each platform's requirements, and includes consent management.
  • Keeps attribution through booking tools such as IntakeQ, Calendly and Jane, so every channel is credited for the patients it sends.
  • Signs a BAA on every plan, with setup done for you by Curve's team, typically live in about a week.

Frequently asked questions

Can a clinic advertise on ChatGPT?

Some can. In the US, OpenAI may approve advertisers case by case for a named list of health services, including dental services, hospitals and urgent care, medical testing, vision and minimally invasive cosmetic procedures. Ads for health services outside the US are generally prohibited.

Can telehealth or prescription services advertise on ChatGPT?

They are not on OpenAI's eligible list. OpenAI restricts ads for regulated medical products and services, and says advertisers whose primary business falls in a restricted category may be ineligible.

Why does our ChatGPT ad say Not serving?

Either review hasn't finished or the ad didn't pass it. OpenAI says common causes of rejection are ad copy or landing pages that don't align with its Ad Policies, and landing pages that block OpenAI user agents or IP addresses. Hover over the status in Ads Manager to see the reason.

Can we appeal a rejected ChatGPT ad?

Yes. You can edit the ad and resubmit it for review, or request another review if you believe it was rejected in error. Fix the cause first.

How does Curve help with ChatGPT Ads?

Curve's team sets up HIPAA-compliant, server-side conversion tracking for ChatGPT Ads in place of the pixel, keeps attribution through your booking tool, and signs a BAA on every plan. Book a call with Curve.

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