Player Support
Customer Support
Here at AdGem, we look forward to helping you make sure that any and all offers you complete are properly rewarding you for your time spent. If a reward isn’t being granted and you completed all the steps, you’re in the right place! Read and follow the steps below so that we can look into the issue.
Contacting our Player Support Team
In order for our team to look into any issues, we need you to submit a Support Request. From there, we will need evidence that all of the steps have been completed. If everything looks correct, your reward will be granted.
If you are running into issues with the AdGem Offerwall that are not related to an open support ticket, please send an email to [email protected]. Please do not use this email to escalate open support cases. These emails will not be responded to.
How do I request support for missing rewards?
- Open the AdGem Offerwall. If you access the Offerwall through an app, make sure you are opening the Offerwall from that app.
- Once in the Offerwall, click on the menu icon. It should be in the top-left corner of the Offerwall with an icon that looks like this:
- Tap on the menu item titled “Reward Status”
- Choose the offer which you are requesting support for.
- Keep in mind that offers which you have started may take up to 4 hours to appear in this list. Also, offers that were started over 30 days ago will not appear in this list or be eligible for support.
- Tap “Request Support” and you’ll be brought to a support form. Fill in your email address and a description of the support you are requesting.
- Please note that offers which were started less than 24 hours ago are not eligible for requesting support, since offers can take 24-48 hours to process.
- Tap on the “Submit” button
- From here, your support request is submitted, but we still need a bit more information. A confirmation email will be sent to the email address you provided with instructions on submitting proof that you completed the offer.
Please respond directly to the confirmation email and do not modify the subject line. If the subject line is changed, your response will be missed by our system and we will not see your email.
To verify your request, we do need the additional information outlined earlier. If we don’t receive any evidence within 30 days, your request may be closed.
What Evidence Do I Need to Submit?
The confirmation email will request evidence showing the offer was completed. From the options below, please respond to that email with the appropriate information to verify the offer.
- Did you download a game and need to reach a certain milestone (or level) for your offer?
- Please respond to the email with a screenshot of that game running on your device, clearly showing that the milestone has been reached.
- Did you purchase a product or register for a service for your offer?
- Please respond to the email with a confirmation email, a billing invoice, or a welcome email you received when you signed up for/purchased the new service.
- Did you download an app for your offer?
- Please respond to the email with a screenshot of that app running on your device.
- Did you complete a survey, quiz, or fill out personal information for your offer?
- Please respond to the email with any screenshots and/or confirmation emails you received that show all steps of the offer were completed.
- Did you make a phone call for your offer?
- Please respond to the email with your first and last name, the phone number you used to make the call, and the date you completed the offer.
Device Identification
What is a device ID?
A Device ID is a string of letters and numbers that uniquely identifies individual mobile (smartphone or tablet) devices.
- iOS device identifier is called IDFA (Identifier for Advertisers)
- Android device identifier is called AdID (Advertising Identifier)
How to locate your IDFA (iOS Advertising ID)
The advertising ID on iOS devices is hidden from users by Apple by default but it can be retrieved with third-party apps. Here are a few selected apps for iOS that can show a device’s IDFA to users:
How to locate your AdID (Android Advertising ID)
To locate your Android Advertising Identifier
- Open the Google Settings App – depending on your phone, either:
- Open your phone’s Settings app Google
- Open a separate app called Google Settings
- Tap on Ads
- Your Advertising Identifier will be listed at the bottom of the screen
Once we receive the information showing that the offer was completed, we will verify this on our end and, if valid, will get your reward to you as soon as possible. If the information is not sufficient, we will reach back out to ask for more. The more information you provide to us now, the quicker we can resolve the issue.
Please note that it may take up to 14 business days after your response to verify the offer was completed and grant you your reward.