Tapjoy

Tapjoy's offers are owned by third-party advertisers, and state what information is required to complete the offer. When taking some of our offers the third-party advertiser may request additional information from the user. Tapjoy has no control over how the third-party advertisers use the...

information obtained. We have also recently integrated to a new ticketing system causing a back-log and delays in response time. We are having this customer's unresolved tickets handled right away, and apologize for the delay in resolution.

Complaint: [redacted]I am rejecting this response because: This was the only place to purchase the TUBE shots! They need to find a better way to track. I bought 3 items all on the same day. This was the one that did not go through. I knew that they were going to ask for the receipt, which they did, and then miraculously it wasn't purchased in the right time frame. I'm not in. Like I said this isn't the first time for the company lacked on paying out on items for the game. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/05) */
This user has submitted 10 tickets. One is Resolved as 'Rewarded' for the "Get Beach Ready! 3 Months Of Sex & Love Advice - Just 99¢" offer. Two are 'Waiting on Advertiser' as the user has provided the proof of completion as required by our...

Advertising Partners, and they have been escalated to the Advertiser to confirm eligibility. This process takes 3-5 business days, and we will respond to the user once we hear from the Advertiser. The other 7 tickets are all 'Closed No Response' as the user did not provide the requested/required proof of completion. If/when the user provides the required proof for the other 7-tickets, we are happy to escalate these to be verified eligible and credit their device.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However I don't understand why it takes so long to award diamonds that are paid for by paid subscriptions. I had sent my proof as soon as I opened the ticket. Payment receipts. And no communication from Tapjoy doesn't help either. As for the offer I was deemed ineligible for, I signed up to the lottery offers through 2 different companies so this is misleading to say the least. I was never informed at the signup that I was already a member which surely would have happened had I already been a member. Definitely not happy about that but I know they won't budge so there's nothing I can do except be extremely careful in future. 
The whole thing took over 2 weeks to resolve which is not acceptable when I have paid for goods. 
 
Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/01) */
Tapjoy's offers are owned by third-party Advertisers. If a customer is not awarded after successfully completing an offer as per the instructions, we must verify eligibility before we can credit their device. This customer submitted a ticket...

(#XXXXXXXX) X/24/15 for the 'Kickoff the season with the Ultimate Football Experience' offer. When the customer was awarded for this offer, they returned stating they were seeking credit for the FanDuel offer. We responded 9/25 requesting the required proof of completion, which was provided. This was then escalated to confirm eligibly by the Advertising Partner, and the user's device was awarded for the 'Play fantasy football? Turn that knowledge into cash!' offer 9/30/15 with XXXXXX Credits in StarWars: CardTrader.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The way that Tapjoy works is that when a user is not awarded after completing an offer, our Advertising Partners require the user provide valid proof of completion before we can issue the currency since we do not own the offer. We make sure to notify each user that this will take up to 3-5 business...

days for an Advertiser to verify.This user sent his ticket for this offer via an alternate email address which caused a delay in his reward. We're extremely sorry for how long it look but we have credited this user 2,600 Coins for the "Join Disney Movie Club Today! " offer.

Complaint: [redacted]I am rejecting this response because: Its not true. I did respond about the missing [redacted] offer. On two or three occasions. It has since been resolved. The attached png file tapjoy provided has done nothing but confirm all the offers I have not been awarded diamonds for. In my spreadsheet there are approximately 30 completed surveys each worth around 1800 - 2300 diamonds each. And even though I have provided proof on numerous occasions finally resulting in a spreadsheet with all the offers.. which they obviously received as they have addressed many of the offers on the spreadsheet since this case begun. None of those surveys have paid out as clearly shown on the list tapjoy themselves provided. In addition to this the statement about 'avaiable offers being shown' is completely untrue. I play on a separate account as well which is under my husbands [redacted] id, and unlike the two accounts which are severely restricted only showing videos and the occasional game all worth a pittance, on the other account there are scores upon scores of offers which are available which I am unable to complete. Like wise on the separate account in tapjoys own app I am able to see [redacted] as a option to track offers, but on my two accounts the [redacted] game has been hidden. I have also cross referenced and confirmed with several other players around the world what they see, and in the tapjoy app they can also all see [redacted] as an option. I wish they would stop for a moment and just admit the truth. So dissapointing to see a company continue to conduct their business in such a underhand way, when the evidence they themselves provided shows clearly the true situation. Again happy to provide screenshots to verify what I am saying is true. Unfortunately I can see from their response that they are unwilling to admit to being in the wrong and to rectify the situation for myself and the many many players who have also experienced this. All one has to do is do a quick [redacted] search and all will be very clear in regards to this situation. Further evidence is written by hundreds if not thousands of other players on the [redacted] page. This is not an isolated occurance and im saddened to say it be allowed to continue to go on unless something is done to regulate this practice  of shortchanging customers unchecked.Sincerely,[redacted]

As previously stated, this user is ineligible for the 'Install and Register for Twitter!' offer as Twitter is not installed on their DeviceID. However, due to the time taken to resolve their issue we have made an exception and awarded their device for the offer, 3502 Diamonds in Covet Fashion - Dress Up Game.

Initial Business Response /* (1000, 5, 2015/05/22) */
Tapjoy is not a scam. This user has already submitted a Revdex.com complaint. Please refer to case #XXXXXXXX.

This user's rewards were blocked by our Risk Management system. They were warned for violating Tapjoy's Terms of Service, and the blocked rewards forced/awarded. If they continue to violate our TOS, they will be banned from using Tapjoy's services.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I received the diamonds for my game and rather quickly after reporting the issue to the Revdex.com. However, when Tapjoy responded, they implied the reason I didn't receive my diamonds initially was because I hadn't completed all steps necessary, which was not the case. In the end, I was awarded what I paid for so I'm happy. I just wish I didn't have to go the route of contacting the Revdex.com in order to get their attention. Sincerely, [redacted]

Tapjoy's offers are owned by third-party Advertisers. If a customer is not awarded after successfully completing an offer as per the instructions, we must confirm eligibility before we can credit their device. Ticket 1[redacted] was determined ineligible for the 'Make a $19.99+ Purchase on [redacted]'...

offer, as they were already awarded for the 'Make a Purchase on [redacted]' offer 11/23/17. However, the currency for the 'Make a Purchase on [redacted]' offer went to a Rewards Failed status, so we re-credited their device 7200 Diamonds 3/7/18.

Initial Business Response /* (1000, 5, 2015/11/20) */
This customer was warned for violating Tapjoy's Terms of Service 10/7/15 and 10/14/15. This customer continued to violate our TOS and has been banned from using Tapjoy's services.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
Tapjoy sent me an email that I have violated their ToS. Since I did nothing different than I've been doing the whole time except buying and using a new device, I asked what I did wrong so I can change my behavior. I went through Tapjoy ToS several times and did not find where it states something I violated. The email didn't contain either info what I had violated. All stated in there didn't apply to me. After asking what the problem is they told me they can't go into further details. I believe they blame me of changing my device ID or such after I connected my account with my new device.Tapjoy can't just say I violated their ToS and not pay me my rewards, because I did not violate any of their ToS or anything of the additional ToS they pointed out in their e-mail. They say they can't go into further detail, but I don't need to know how I did something wrong, they shall prove me WHAT I did wrong. Also I wonder why they don't state all their ToS in advance, as research showed the additional part they send out via e-mail is always the same. But that is none of my concern, as I did not violate any of those ToS knowingly. How can they tell me to change any behavior I've been doing for months and was right all the time.
Final Business Response /* (4000, 9, 2015/12/02) */
This is the warning for violating Tapjoy's Terms of Service sent to the customer 10/14/15:
"Our Risk Management systems have detected behavior on your account that is a violation of our Terms of Service. Changing 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 users. We 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.
As this is your first warning, please let this serve as our notice to you that continuing this behavior could result in the permanent suspension of your account from Tapjoy services."
This is the email sent to the customer 11/12/15 after being banned from Tapjoy's services:
"I'm afraid our Risk Management systems have detected behavior on your account that is a violation of our Terms of Service. We do not provide information regarding proprietary systems and/or methods of detecting this type of behavior, so we will be unable to go into further detail. If you would like more information regarding the terms of our service, I encourage you to review them here:
https://my.tapjoy.com/static/tos
Unfortunately, with the suspension of your account, Tapjoy services and support will no longer be available to you."
Final Consumer Response /* (4200, 11, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I see no resolution in copying the emails which have been sent to me before. As I said, I did nothing to violate the ToS or any of the things mentioned in the email. All I did was buying a new device and connecting it to my Tapjoy account. That was stupid to do, if I wouldn't have connected I would have been able to do offers I have finished before. But I wanted to stay sincere. Copying the content of the emails makes no sense. My answer to these emails were that I have no idea what I did wrong and I read the ToS thoroughly. I believe Yapjoy banned me because I finished a lot of offers and kept receipts if an offer didn't pay out. They obviously don't like that and ban accounts for that, this can be found on various websites in the internet. Tapjoy still won't say what in particular I did wrong in this special case. Nobody asks them to reveal how they work. But obviously they have no proof that I violated the ToS. How can I stop violating the ToS if I just used their service like I am supposed to? Tapjoy is lying here and won't admit it's how they work to get rid of people who are eligible for many rewards.
Tapjoy, propose a resolution, don't just copy your mails here.

This customer's device was awarded 5400 Diamonds in Covet Fashion 4/1/16 for the 'Exclusive Offer - RoadSave $1 Trial! Pay Less & Save Big!' offer.

Complaint: [redacted]I am rejecting this response because: Ive attached 2 screenshots of the app running on my device, Ive never had a [redacted] account until I did this offer through tapjoy.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/22) */
Tapjoy's offers are owned by third-party Advertisers. If a customer is not rewarded after successfully completing an offer as per the instructions, we must confirm eligibility before we can credit their device. The customer is required to...

provide the valid proof of completion received after completing the offer which is used to verify eligibility. This customer has submitted 55 tickets since 1/14/16. The majority of these are "Closed No Response" as when our system responded requesting the required proof, there was no response or proof received. The 7 tickets that are not closed/resolved will be handled/responded accordingly.

We apologize for the delay but the way that Tapjoy works is that we are not trying to avoid issuing currency to users who have successfully completed our offers. When a user is not awarded after completing an offer, our Advertising Partners require the user provide valid proof of completion before...

we can issue the currency since we do not own the offer. We make sure to let each user know that this process make take up to 3-5 business days for the Advertisers to verify.
We’re currently transitioning to a new ticketing system in order to be more efficient and unfortunately it is causing a delay in responding to users. I have gone ahead and awarded this user 3640 Diamonds for the “Join Disney Movie Club Today!” offer. Again, we’re extremely sorry for how long this took.

Initial Business Response /* (1000, 5, 2015/05/01) */
Tapjoy does not spam our users. Tapjoy's offer are owned by third-party Advertisers. If a user has not been awarded after successfully completing an offer, we require proof of completion before we can credit their device. This user submitted one...

ticket (#XXXXXXXX) for the 'Complete A Car Insurance Quote!' offer. The offer instructions state: "To earn your currency, you must complete the mobile auto insurance quote by filling out your name, email, address, and car specific details, and must be interested in receiving quotes for a comparative auto insurance rate." We have requested the user provide the required proof of completion, and once provided we will credit their device the missing currency.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A screen shot was sent to the email they requested of the multiple phone numbers that had called regarding selling me insurance.
Final Business Response /* (4000, 9, 2015/05/20) */
We have received no such screen-shot, via their ticket (XXXXXXXX) or email address, but have made an exception on good faith and credited this user's device for the 'Complete A Car Insurance Quote!' offer, 63 Diamonds in MySingingMonsters.

Initial Business Response /* (1000, 8, 2015/09/04) */
Tapjoy's offers are owned by third-party Advertisers. If a customer has successfully completed an offer as per the instructions and is not awarded, we must confirm eligibility before we can credit their device. This customer was awarded for the...

'50% OFF This Powerful Bluetooth/FM Radio Wireless Speaker!' offer 8/27/15 via ticket XXXXXXXX, and for the 'Videostripe: movies on demand - Sign up for a free 7-day trial!' offer 8/15/15 via ticket XXXXXXXX. Regarding the 'Join Fanduel! One-Day Fantasy Basketball Leagues!' offer (ticket XXXXXXXX), our CS Team has requested multiple times the customer provide the welcome email received after joining Fanduel which is required as part of the offer instructions. The user has not provided this required proof. Once provided, we will then confirm eligibility with the Advertiser and award the customer for this offer.