Player Support Frequently Asked Questions

Are you running into issues with AdGem or AdGem offers? We’re here to help! Please read the below information closely.

I completed a step of an offer and didn’t receive credit

All offers should track without any issues. There are a couple of situations that might lead to goals not tracking:

The install goal didn’t check off

If the install goal is not checked off within 5-10 minutes of installing an app, this means that there was an issue when we received this data – our partners have delivered us data that you didn’t download this through AdGem. You can read the next section for more information.

You completed a step in the offer past the eligible timeframe

All offers have a timeframe listed to complete goals by. If you complete any goals past this timeframe, you aren’t eligible for rewards or support. Sometimes timeframes will be in the individual goals of the offer and sometimes they will be in the “basic requirements” section. Make sure to check them out!

You didn’t fully complete the offer

Sometimes the language used in offers can be confusing if you’re not reading too closely. Remember that there’s a difference between reaching a level and completing it! Always make sure to fully read the step and make sure everything is finished.

There is a small delay in the offer step crediting

Some offers may have a bit of a delay in crediting, typically under 24 hours. If your goal wasn’t credited right away, it’s a good idea to wait a few hours before you decide to request support. This way you’re not going through the whole support process for a goal that will credit automatically just an hour later!

You are trying to complete the offer offline

Offers will not credit if you are trying to complete them while not connected to the internet. Make sure that you are connected to wi-fi or cellular data when completing offers!

You are attempting to complete the offer on multiple devices

All offers are going to be uniquely tied to the device that you start them on. If you try to transfer your progress or restart the offer on a different device, you won’t be eligible for rewards.

Why did my install goal never check off?

When you download an app through AdGem, that data is sent to the app or service itseslf. From there, they let us know if you successfully downloaded it through our offer or if you downloaded it somewhere else. There are a number of reasons why it might not have checked off. Here are a few:

You have downloaded this app before and are not a new user
You did not download the app through our offer link and downloaded it directly through the app store
You clicked on ads for this app or clicked on a different offer for this app somewhere else

If the install goal is not checked off after 5-10 minutes, this means that we received data that you didn’t download through our offer. Unfortunately, you’re not eligible for rewards or support for this offer. We try to show this as soon as possible so you can make sure to spend time on offers that you are eligible for. Thanks for understanding!

Am I eligible for support?

In order to be eligible for support, you need to have the following:

The “install” goal must be checked off, if there is one

The goal you are requesting support for must be fully completed

You must have completed the goal within the timeframe listed in the offer instructions or basic requirements — whichever timeframe is shorter

If you submit a support request and any of the above requirements are not completed, your request will be closed.

Contacting Player Support

If you’re eligible for support, you can create a support request by following the steps below. While doing this, please keep the following in mind:

All support requests are tied to the specific goals you request support for. You cannot submit a request for one offer hoping to get rewarded for a different one.

All goals of an offer require a separate support request.

Open the AdGem Offerwall on the service you use to access AdGem.

This will be where you originally started the offer

Click on “My Offers”. You’ll see offers you’ve started under your “Continue Earning” section.

If you don’t see a "My offers" section, you’ll need to figure out how to request support by contacting the service you use to access AdGem directly

Click on the offer where a goal did not track.
Scroll to the bottom. There is a “Support” button. Click this to see our support form

The form will ask you to confirm that you’re eligible for support and go over proper evidence requirements.
You will need to upload proper evidence and provide your device ID. The following sections cover what exactly is required!

What evidence do I need to upload to a ticket?

If an offer isn’t tracking correctly, this means that all of the information we’ve received indicates that you haven’t yet met the requirements. It’s your job to show us that you have.

When uploading evidence, please make sure that:

Screenshots are not cropped or edited in any way

Screenshots are not compressed or blurry

Screenshots clearly show the task being completed

If anything is unclear, we may ask for another screenshot.

What we need will depend on the offer you’ve interacted with.

For level-based offers, please upload evidence that clearly shows that the level or task was completed. Make sure these screenshots are uncropped and unedited.

For subscription-based offers, please upload evidence that shows when you signed up for the service through a welcome email or information within the account details of the service.

For purchase-based offers, please upload evidence that shows a clear receipt of purchase with the date and the name of the purchase.

What’s my Device ID and how do I find it?

Your Device ID is a unique identifier attached to your mobile device that helps us verify if an offer is completed.

If you use an iOS device, your device ID Is called IDFA

If you use an Android device, your device ID is called AdID

Finding your device ID is simple. There is a different process depending on your device. Once you have your device ID once, this should not change.

I am using an iOS (Apple) device

The device ID is hidden by default. You can download any of the below apps to find your IDFA.

My Device IDFA by AppsFlyer

Adjust Insights by Adjust

My TUNE Device by Tune

I am using an Android device

Open the Google Settings App – depending on your phone, either:

Open your phone’s Settings app and then Google
Open a separate app called Google Settings

Tap on Ads
Your Advertising Identifier will be listed at the bottom of the screen

I’m running into issues creating a support ticket

Sorry to hear that! The only way to get missing rewards is through a support ticket. We’re happy to assist more directly to help you create a ticket.

Please email [email protected] and we can help. Emails related to open cases will be ignored.

I am unable to access AdGem

You may have been banned from AdGem. There are a number of reasons that this might have happened:

You used a VPN while accessing or completing offers, breaking our terms of service

You submitted fraudulent screenshots when requesting support for an offer

You demonstrated abusive behavior towards the support team

You were marked as fraudulent by our partners

If you believe this ban was made in error, please email [email protected]. Please include any email addresses and phone numbers associated with your account so we can thoroughly investigate. Emails related to open cases will be ignored.

I am unable to access the service I use to complete AdGem offers

We’re sorry to hear that! Unfortunately, we can’t assist here. AdGem is only in control of AdGem related bans. If you were banned from the service that you were using to access AdGem, please reach out to that service directly.