Player Support Overview
Our business begins and ends with the experience of our players – your users!
We strive to make sure that completing AdGem offers is a positive experience that keeps players engaged and rewarded for their time spent. With that said, we understand that there are going to be times when offers may not track correctly. We also know that players are going to be frustrated when this happens. No one wants to spend time or money to complete an offer just for there to be some sort of error and find themselves without a reward.
We offer easy to integrate, complimentary player support for all integration types for when these problems arise. Through our player support process, players can submit issues with AdGem offers directly to AdGem support staff. If rewarded, rewards are issued via secure postbacks and will appear as a regular postback received with payout and reward amount for the user. We aim to make this process as seamless as possible to ensure players are rewarded promptly and aren't reaching out to you directly to solve issues with AdGem offers.
Please note that utilizing our player support is the only way that we can reward players if offer issues arise. We highly recommend enabling and testing this as part of the integration process.
For full offerwall integrations, player support is built in to the offerwall and requires no additional setup.
For API & Prism integrations, you'll need to enable the support_URL - a direct link for each offer that routes a player to our support team. You can find documentation on setting this up here.
Our player support process
With AdGem offers, we're always working to make sure that offers track correctly and our ad copy is clear. You can expect a low level of tracking issues – less than 2% of our users tend to request support for our offers. We have a number of different controls that help mitigate issues that require support.
Here are some of the most important:
- Install Postbacks: Shortly after downloading a title, most app-based offers send us install postbacks. We pass the results of this to the user so they can verify that they are eligible. Players that are not eligible will be unable to earn for the offer, as they are attributed elsewhere. By displaying eligibility up front, this operates as a prerequisite to completing other goals in an offer.
- Timeframe Restrictions: After first starting offers, AdGem Offers have a limited time to complete. We display this timeframe to the user upfront (sometimes in multiple locations) so they can easily track and pace their progress accordingly.
- Evaluation of Ad Copy: When players are reaching out to us in higher numbers, this may mean that our ad copy is misleading or unclear. We're constantly taking this feedback and clarifying our instructions to keep instructions simple and understandable for players.
Our current turnaround time to respond to cases is roughly 2 business days.
If we need to correspond back and forth with players multiple times to verify completion, cases may take longer to resolve.
Support Team Collaboration
With any big change to your platform, there may be player confusion. Specifically, you may find that players reach out to your support team, unsure how to request support for AdGem offers.
There are a few resources and places you can point them to for assistance.
- The appendix to this document includes a number of FAQ questions that can be included in your FAQ/Knowledge Base for users. Implementing these can help to streamline the support process for your users and help to answer common questions.
- For more direct collaboration between AdGem's support team and your platform's support team, we recommend having a separate Slack channel dedicated to player support. This allows us to focus on player specific issues without escalating this to any larger communication channels.
- For all players, we have a Player Support FAQ where players can learn about offer eligibilty, gather instructions on how to request support and reach out to our team around account suspensions. A number of embedded forms allow players to reach out to us directly.
Refining the Process
Currently, our process works as outlined above. We are constantly taking in feedback from players, publishers, and advertisers to make the process even more streamlined. This feedback is incredibly valuable as we continue to iterate on our operational approach.
If you have any feedback or further questions about how AdGem handles support, please let us know and we would be happy to discuss.
Player Support FAQ
Full details of the player support process, eligibility, and the player-facing FAQ live in our dedicated Player Support site:
Appendix - FAQ Recommendations
When players have issues with AdGem and AdGem offers, they may be confused on who to contact to get assistance, especially if they have experience reaching out to your support team. When a player reaches out about needing AdGem support, your support team should direct all players to our comprehensive FAQ.
This FAQ outlines offer eligibility, requesting support for missing rewards and appealing suspensions. There are a number of embedded forms that allow players to reach out to us directly if they need to. The FAQ answers the majority of questions for players and is localized in a number of different common languages.
You may still see players reach out to your support team directly for assistance. It can be useful to add these common questions to your knowledge base or FAQ to provide a seamless experience for players running into common issues.
Q: Why am I not eligible for an offer?
A: When you start an offer through AdGem, the offer provider communicates with the title itself to determine your eligibility for that offer.
If you are considered a new user and are eligible, the "install" goal will check off automatically within 10 minutes. If this does not check off, make sure that you have let the game run for a few minutes. If you are still not seeing this goal check off after 10 minutes, you are not considered eligible for the offer.
Ineligible players are not able to participate in the offer, as they are not considered new users by the game. If you are not eligible, you are unable to earn any listed rewards or request support for that offer. If you are unsure if you are eligible, do not invest time or money into an offer until you see the "install" goal check off. Only eligible users can earn rewards.
Because eligibility is determined by the game itself, it is not able to be disputed. If you are not eligible for one game, try another!
Q: How do I request support for a goal not tracking within an AdGem Offer?
A: In order to request support for a goal of an offer not tracking, go to the "My Offers" section. Select the offer that you're requesting support for, then scroll down to the bottom of the offer and click on the "Support" button.
Note: Support is only available for eligible players. If the "install" has not checked off, you cannot earn for that offer, including through support requests.
The support form will link you to our offer provider's support team. You will need to provide them with your email address, your Advertising ID and screenshots that show that the goal was completed by providing screenshots of your progress in the game.
Once the form is completed, you will receive an email with a link to your case. AdGem will correspond with you via that link and will let you know if they need any more information from you.
Please note that if you are experiencing issues with tracking for multiple goals, you will need to submit a separate request for each goal for that offer.
Q: Why was I suspended from AdGem? How do I appeal this?
A: AdGem suspends accounts that have been marked as fraudulent or are otherwise breaking their Player Agreement.
Some common suspension reasons include, but are not limited to:
- Using a VPN
- Using multiple devices to complete offers
- Submitting fraudulent screenshots to the support team
If you believe that you have been suspended incorrectly, you can reach out to AdGem directly to appeal your suspension through their FAQ. You will need your Player ID to appeal a suspension, which can be provided by our support team.