In most cases, rewards appear within 24 hours. If it has been less than 24 hours since you completed the milestone, please give it a little more time before reaching out.
If 24 hours have passed and your reward has still not shown up, contact our support team and we will open an investigation with the tracking team, and in some cases, the game studio.
What happens during an investigation?
Once we open a tracking investigation, here is what to expect:
Our team will first check our own logs to see if the event was received from the game partner. This initial review can take anywhere from 24 hours to 2 weeks depending on the complexity of the case and the number of investigations currently open.
- If we can confirm your completion from our logs, we will credit your reward straight away.
- If we cannot find confirmation in our logs, we will escalate directly to the game partner to request the data from their end.
Once escalated, it can take a further 2 to 4 weeks for the partner to respond as this is outside of our control. As soon as we receive an update from the partner, we will share it with you straight away.
What are the possible outcomes?
There are two possible outcomes once the investigation is complete:
- If the game partner confirms your completion with CashCow, we will credit your reward.
- If the game partner is 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 by the partner. Evidence sent to us directly, such as screenshots or screen recordings, is helpful for our investigation but cannot override what we receive from the partner.
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, may create further tracking complications which will not yield any rewards.