How can I submit a customer support request for an offerwall ad?

Step 1: Open the app where you first engaged with the offer. Be sure to use the same device.

Step 2: Go back to the in-app store where you saw the offerwall (typically called “Free Offers”, “Earn Coins” or something similar)

Step 3: Click the three menu lines in the top left corner (sometimes called the “hamburger menu”)

Step 4: Tap on “Reward Status”, then on “Opened”

 

Step 5: Click on the offer you are missing rewards for and click the ‘Request Support’ button. Please note that you may need to wait up to 24 hours to submit a ticket. 

Step 6: For users submitting a ticket for an offer with multiple tasks/levels, select the task or level you are missing rewards for. 

Step 7: Fill out the required information in the ticket submission form. Proof of offer completion includes a screenshot of what your device shows upon reaching the required level in the game, or your receipt for purchasing an advertised product. For more information, please visit our FAQ.

 

Step 8: Once you submit your ticket, our support team will follow up via e-mail.

 

If you do not see the offer under “Opened”: 

This could be due to several reasons:

  1. It is under 72 hours since you completed your offer. If you only just completed your offer, please wait a day or two for our platform to communicate with the advertiser’s platform. Offers are not always instantaneous.
    • Why this might happen: An advertiser may choose to send their offer completion data to Tapjoy in a big group instead of as offers are complete.
  2. If it has been over 72 hours since you completed your offer: 
    • Check whether it has already been rewarded under the “Rewarded” tab. 
    • If you receive a notification that the offer has been rewarded, but you do not see it on the Reward Status page, check the following: 
      • Are you using the same device?
      • Have you reset your device identifier?
      • Has the reward expired? Some offers are limited-time-only, and we can’t always access the data record of your clicking on the offer.
  3. You are using an iOS14 device. We are aware of a current issue related to Apple’s new “Allow Apps to Request to Track” setting which can cause users’ offerwall history to disappear. We are currently working on an update so the offer history is not cleared in these situations.

If you are unable to submit a ticket for any reason, please contact us via our FAQ form and we would be happy to assist.

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