If you get a 404 error (or similar error notification) when trying to submit editing instructions in MarketScale, work through these steps in order. Most issues resolve in the first two.
1. Refresh and retry
Close the page and reopen it
Clear your browser cache, then try submitting again
Try a hard refresh (Ctrl+Shift+R / Cmd+Shift+R)
2. Check URL and permissions
Make sure you're using the correct MarketScale link
Confirm you have the right permissions to submit edits
Your user profile type may also be limiting your access. A few possible reasons:
Invitation-only access: MarketScale operates on an invitation-only basis. You must be invited as a standard user through your organization or as a VIP Guest.
User type limitations: Different user types have varying levels of access. VIP Guests, for example, have restricted visibility and may not have full access to all features.
To resolve this, check with your organization's admin to confirm your user type and permissions. If you're a VIP Guest, you may need to be specifically added as a collaborator to access certain media. If the issue persists, contact MarketScale support or your DMS, or email your MarketScale lead.
Related MarketScale articles:
3. Try a different browser
Switch to Google Chrome, it's the best-optimized browser for MarketScale
Or try an incognito/private window to rule out extensions
4. Submit via email
If the issue persists, email your editing instructions directly to your MarketScale lead or your MarketScale lead as a temporary workaround
Include the video/project name, edit details, and deadline in your email
5. Contact MarketScale Support
Submit a support request via your MarketScale lead or notify your DMS (Digital Media Strategist) to escalate
When reaching out, include: a screenshot of the error, the URL you were on, and your browser/device type