Tapjoy

The user responded to their ticket Closed No Response (***) 9/9/stating "Not solved." but again provided no proofWe have gone ahead and awarded the user for the 'Help Animals!' offer as an exception Diamonds in Covet Fashion - Dress Up Game

Complaint: ***I am rejecting this response because: if tapjoy didn't take forever to respond to my emails I would have proof on my tapjoy app that I actually did go through their appHonestly I think they do this on purposePlus I wouldn't be able to submit a ticket to them if I never did the offerThem saying that the business is saying I didn't go through their app is ridiculousThey have proof I didThey just don't want to pay out my diamondsI sent them proof I did the offer It is their job to figure out why the other business said I didn't go through TapjoyIt's their job to reward me my diamonds because I have proven to them I did. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/13) */
When a customer's device is awarded for an offer, the publisher's servers notify us the currency was successfully deliveredIf a user has not received their currency after we've confirmed the currency was awarded, the customer must reach out to
the publisher for assistance with the missing currencyHere is what we show for these tickets:
XXXXXXXX - customer's device was successfully awarded Planet Coins for the offer "anyoption" 11/4/
XXXXXXXX - customer's device was successfully awarded Planet Coins for the offer "Trucker Parking Simulator Real Monster Truck Car Racing Driving Test" 11/4/
XXXXXXXX - customer's device was successfully awarded Planet Coins for the offer "Reach Level in Battle Camp" 11/4/
XXXXXXXX - customer's device was successfully awarded Planet Coins for the offer "Install and get one week free VIP access!" 11/4/
The customer can contact the publisher at: ***@dawnofthedragons.com for assistance with the missing currencyThey will need to be sure and let them know Tapjoy shows the currency was successfully awarded and has referred them to assist with the missing Planet Coins

Initial Business Response /* (1000, 5, 2015/06/10) */
Tapjoy's offers are owned by third-party AdvertisersIf a user has successfully completed an offer as per the instructions and are not rewarded, the Advertiser requires the user provide valid proof of completion and then verifies eligibility to
be rewardedWhen the proof provided was escalated to the Advertiser, they responded that the user was ineligible for reward as the email address provided to complete the offer which is used to confirm eligibility was not found, and the user did not take the Tapjoy offer of 'Join Now and Get Disney Movies for $Each plus a FREE Frozen Lunch Bag!!'The proof provided by the user was Disney Movies for $1, not Disney Movies for $each which is the Tapjoy offerBecause of this the Advertiser has determined the user ineligible for reward
Initial Consumer Rebuttal /* (2000, 7, 2015/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The reason the offer was filled out on DMCs site was because it kept crashing when attempting to fill out through TapjoyBusiness was still brought to DMC through Tapjoy, and I still made an orderHad not realized it was a different offer when doing itAfter much back and forth, I was awarded the reward as an exception, which satisfies me, but in the future, Tapjoy needs to be more understanding of situations where maybe their offer was having technical issues

Initial Business Response /* (1000, 6, 2015/07/28) */
This user was never told by Tapjoy's CS Team they were ineligible for reward for this offer as they did not spend $We are fully aware the offer was not updated to require the $minimum until 7/16/15, and as this user took the offer prior
to 7/they would not fall under the new offer instructionsThis user submitted their ticket 7/13/15, and then responded to it 4x, each time moving it to the bottom of the queue (Tapjoy works oldest tickets first)The user provided valid proof of completion as required by the Advertising Partner, which was escalated to confirm eligibility 7/19/15, which we informed the user takes up to business daysWe heard back from the Advertiser that the user was eligible 7/23/15, and their device was awarded for the 'The Art of Exclusive Offer: Enjoy Free Shipping at The Art of Shaving!' offer 7/23/Tapjoy considers this matter resolved

Initial Business Response /* (1000, 5, 2015/04/29) */
This user provided the required proof of completion 4/22/This was escalated to the Advertiser to confirm eligibility, which we received yesterday, 4/28, and the user's device was then credited XXXXXX Coins in Topps Bunt for the 'Tulips are
in season! Get yours now!' offerWe apologize for the time taken to resolve their issue

Initial Business Response /* (1000, 5, 2015/11/13) */
This customer submitted their ticket, and then responded 4x each time moving their ticket/issue to the bottom of the queue (Tapjoy works oldest tickets first)The proof of completion provided by the customer has been sent to the Advertiser to
verify eligibility, and we should have a response back shortly along with resolution to this issue
Initial Consumer Rebuttal /* (2000, 7, 2015/11/18) */
The business has resolved my complaint shortly after hearing from the Revdex.comI appreciate the help

Tapjoy's offers are owned by third-party AdvertisersIf a customer is not awarded after successfully completing an offer as per the instructions, we must confirm
eligibility before we can credit their deviceThis user was determined ineligible for the 'Play Final Fantasy XV & Upgrade to Level 10' offer by the Advertiser, MachineZone, 11/9/as they did not complete the requirements of the offerAs they were determined ineligible, we are unable to award them for the offerWe have included the offer instructions below:
NOTE: Registration of a NEW account is required to be eligible for this rewardUsers will only be rewarded for completing one Final Fantasy XV offer (last clicked).* You must complete this action within days for rewardPlay Final Fantasy XVView Requirements to level up your CitadelUpgrade your Citadel to Level (NOT User Level)* Reward granted to player upon upgrading the Citadel to Level 10.** Please note, your currency reward can be delayed up to hour

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Ticket *** was submitted 12/3/17, and awarded 12/8/with Diamonds in *** *** for the ‘Sign up now for *** *** ** for $and watch On Demand TV from 50+ top channels!’ offer, after being verified eligible

Initial Business Response /* (1000, 6, 2015/04/10) */
We requested proof of completions via ticket XXXXXXXX X/The user responded 3x each time moving the ticket to the bottom of the queue (Tapjoy works oldest tickets first)This was escalated to the Advertiser, DiscountMags to verify
eligibility 4/We heard back from DiscountMags 4/that the user is eligible, and the user's device was awarded Diamonds for the 'Get a full year of Us Weekly' offer 4/9/

As previously stated, this user was banned from Tapjoy's services due to manipulating the system to receive currency without providing the requested/required proofThe only time a user is banned is for violating Tapjoy’s Terms of Service:
***

Initial Business Response /* (1000, 5, 2015/08/13) */
Tapjoy's offers are owned by third-party AdvertisersIf a customer successfully completes an offer as per the instructions and is not awarded, we must confirm eligibility before we can credit their deviceThe customer is required to provide
the proof of completion received after completing the offerOnce provided we can then credit for the offerThis customer has submitted tickets for offers not awardedWe responded requesting the required proof, and the customer has not provided this for any of these tickets/offersOnce the customer provides the requested/required information we then confirm eligibility and award their device the missing currency

Complaint: ***I am rejecting this response pending further action for the following reasonsI will accept the company's response to my complaint if they can satisfy the two requests below:
Although TapJoy awarded most my current offers (and only after 20+ nonresponses from them over a month of time and a Revdex.com complaint was registered), they also responded to my complaint by restricting my access to their app on the same day my complaint was filedI can now only see basic video and app-install offers in the TapJoy app within DragonSoulThis retribution is uncalled for I ask that the company immediately restore and permanently maintain my full access to all offers within the TapJoy rewards app within the DragonSoul gameI have always made legitimate purchases and completed fields with genuine info, etcMany rewards have not been given to me, but I have held up my endIn short, I have done nothing to deserve restricted access to the appThe company has also failed to respond to my multiple requests regarding this issue (surprise!).
In addition to running me around in endless circles for weeks at a time, TapJoy's latest ploy to avoid customer support was to notify me that trying to follow up on unresponded tickets could bump my ticket further down the line (see attachment)For a company that already does not allow phone support and whose within-app ticket system fails much of the time, it is often necessary to contact them by email to (a) create tickets that are not possible due to the app's failure and (b) to follow up on tickets that are not responded to in a reasonable timeI ask the company to provide an email address for customer support that will allow me, in the future, to (a) converse with a human being who will actually read my emails and respond accordingly, rather than by pasting in prewritten emails that do not even respond to the question at hand, (b) create tickets when TapJoy's within-app system does not show the problematic offer, and (c) follow up on tickets that are not responded to, without penalizing meFor my part, I am willing to be patient of course--I just don't think that having to wait weeks at a time for a response (and often a response that simply does not address the question) is unacceptableI know of no other company that does this, so this seems like a reasonable request Thank you
--
Sincerely,*** ***

Ticket *** - awarded Coins in Quidd - Collect & Trade Stickers, Cards & Funko! 7/28/for the 'Purifier ™ register for your free day trial' offer, after being confirmed eligible by the Advertiser

Initial Business Response /* (1000, 5, 2015/11/04) */
Tapjoy's offers are owned by third-party AdvertisersIf a customer is not awarded after successfully completing an offer as per the instructions, we must confirm eligibility before we can credit their deviceThe customer is required to provide
the proof of completion received after completing the offer which is used to verify eligibilityThis customer has tickets submitted via this email address (***@gmail.com), all submitted 8/25/Two of these are "Closed No Response" as the requested proof was not provided, and the other is "Resolved" as the customer was awardedIf not credited after taking an offer as per the instructions, the customer must submit a ticket for the offer along with the required proof for their device to be awardedWe are not able to assist with missing currency without this

The customer's device was awarded for the 'Complete A Car Insurance Quote!' offer 3/31/with Coins in Prize Claw We apologize for the delay in resolution to their issue

When an offer is successfully completed as per the offer instructions, the user is provided proof of completionDepending on the offer, this can be in the form of a quote, purchase receipt, acknowledgement of completion, etcAs previously stated, as Tapjoy’s offers are owned by third-party Advertisers, any information provided is provided to the Advertiser, not TapjoyTapjoy has no control over what the third-party Advertiser does with the information provided

Initial Business Response /* (1000, 5, 2015/04/03) */
This user's device was flagged by our Risk Management system which blocked this user's rewardThe use of VPN, Proxies and/or any service or device that alters the information provided by the mobile device can trigger our systems and cause
issuesAfter review, this user's device will rewarded today for the 'Join Fanduel! One-Day Fantasy Basketball Leagues!' offer

Initial Business Response /* (1000, 5, 2015/07/28) */
This users rewards were blocked by our Risk Management systemThis user was warned for violating our Terms Of Service 7/21/via Tapjoy Ticket #XXXXXXXXIf this user continues to violate our TOS they will be banned from using Tapjoy's
services
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did nothing to violate their terms or service and they never indicated what I supposedly did to get banned
Final Business Response /* (4000, 9, 2015/08/06) */
This user has not been banned, only warnedHere is what was sent to the user 7/21/15:
"Our Risk Management systems have detected behavior on your account that is a violation of our Terms of ServiceChanging settings on your device to gain access to offers that are not normally available to you circumvents the steps we've taken to deliver the best user experience for all of our usersWe have systems in place to monitor and flag this behavior, so this can potentially lead to delays in receiving your rewards as well as situations where we're unable to deliver currency at all
Part of what allows these systems to be successful is that we don't reveal the specific criteria we use when flagging these violations, but here are a few tips to keep in-mind!
First, changing your Device Identifier causes a number of issues in our systems, not limited to being flagged by our Risk Management systems
The use of VPN, Proxies and/or any service or device that alters the information provided by your mobile device can also trigger our systems and cause issues with a lot of the measures we've put in place to try and deliver a fantastic experience to you as our user
Please let this serve as our notice to you that continuing this behavior will result in the permanent suspension of your account from Tapjoy services."
As long as they do not violate our TOS again, Tapjoy's services will be available to them