Player Support Overview
At AdGem, our business begins and ends with the experience of our players. We provide all facets of Player Support on behalf of publishers, resolving issues when offers don't track correctly while applying anti-fraud measures to catch and ban illegitimate requests.
While AdGem provides the labor of Player Support free of charge, the costs of valid support requests are expected to be covered by the publisher. Publishers are required to provide the reward upon support request resolution; where a request is found ineligible, AdGem will not provide payout to publishers. Reach out to your dedicated AdGem Publisher Support Advocate with any questions.
When a support request is resolved and a reward is granted, AdGem triggers a postback to the publisher so the earned reward can be issued to the player.
Player Support FAQ
Full details of the player support process, eligibility, and the player-facing FAQ live in our dedicated Player Support site: