Support
Stuck on something? Our team can help. Sending the right details up front usually turns a multi-day thread into a single reply.
Contact us
Open a ticket from your dashboard, or use the contact form. If you already have a dedicated account manager, message them directly.
What to include
To get a fast answer, include as much of the following as applies:
| Detail | Why it helps |
|---|---|
| Your app placement ID | Lets us look up your exact configuration. |
| The full URL you called | With the API key redacted. Most issues are visible in the URL. |
| The response you received | The status code and the raw JSON body. |
| A click tracking code | The 8-character code, if the issue concerns a specific conversion. |
| Timestamps | When it happened, including the timezone. |
Never send us your secret key, your postback token or your provider password. We will never ask for them, and any message containing one should be treated as compromised.
Common issues
My offer feed returns "App Not Approved"
API access is separate from placement approval. Request it from your placement settings and wait for review. See Add Your Placement.
My postbacks are not arriving
- Confirm your postback URL is saved on the placement and served over HTTPS.
- Confirm your endpoint returns HTTP
200— anything else counts as a failure. - Confirm it responds within 10 seconds.
- Check the postback log in your dashboard for the exact URL we called.
My signature check always fails
The hash is md5(app_id + user_id + api_secret), concatenated with no separator, in that
order. Make sure you are using the user_id from the request rather than a value from your
own session, and that you are using the secret key rather than the API key. See
Postback Security.
A user says they completed an offer but was not credited
Check the Clicks API for that user. A
pending status means the advertiser has not confirmed the conversion yet, which for install
and multi-step offers can take days. Send us the click tracking code if it stays pending beyond the
offer's stated window.
Users are seeing an empty offerwall
- Check the placement status is
Active. - Confirm offers exist for the user's country and platform.
- Confirm the user is not on a VPN or proxy — that traffic is filtered.