In most cases, rewards appear within a few minutes of completing a milestone. If 30 minutes have passed and your reward has still not shown up, contact our support team and we will open an investigation with the tracking team.
What happens during an investigation?
Once we open a tracking investigation, here is what to expect:
Our team will check our own logs to see if the event was received from the game partner. Investigations can take up to 4 weeks, though most users hear back well before that. As soon as we have an update we will share it with you straight away.
There are two possible outcomes once the investigation is complete:
- If we can confirm your completion, we will credit your reward straight away.
- If we are unable to confirm your completion, we will not be able to credit the reward. This is not a decision we take lightly, but we can only credit rewards that are verified through our logs. Evidence sent to us directly, such as screenshots or screen recordings, is helpful for our investigation but cannot override what the game partner has sent to us.
What should I do while I wait?
If an investigation is open on a specific game, we strongly recommend you stop playing that game. Continuing to play will not speed up the investigation and may create further tracking complications.