Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tapjoy are refusing to reward gems on 2 tiers of a completed offer because I have violated their terms by completing them quicker than they expected me to. Nowhere is there a minimum amount of time stated that any given task should take to complete, there is however a time limit in which to be able to complete all the tiers to earn the maximum rewards, considering the (too quick)time taken to complete the stages I have done so far and the scaling difficulty of the remaining tasks it would seem that completing all the tasks in the correct amount of time would in fact be impossible which basically makes the whole thing a scam.

  

  Business Response

  Date: 03/15/2024

  What happened?

  The Customer created a support request regarding missing rewards for an event related to an offer started through a link in our offerwall. The Customer's ******************** complaint was created as our automated system denied their request following internal regulations.

   

  What did we do to help the Customer/resolve?

  We followed our internal process to review the information provided by the Customer and approve goodwill from ********************** to honor the Customer's time investment.

   

  How were things left with the Customer?

  We used the Customer's support request to inform them of the actions taken to resolve their open concerns and award them for the missing event.

  Customer Answer

  Date: 03/15/2024

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

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I play a mobile app game that uses Tapjoy for in-game currency offers through the completion of various tasks and monetary offers. I randomly checked their service this morning to then be informed that my device was flagged as not being old enough to use their services. As far as I know, the minimum age for this consent is 13; I more than exceed this threshold as my birth year is 1980. There has been no way to verify against their claim, and so it seems my account is irrevocably invalid without any avenue to remedy this false accusation. Indeed a particularly shady dealing on behalf of this company, one that I hope can be resolved swiftly.

  

  Business Response

  Date: 03/15/2024

  What happened?

  The Customer created a support request regarding not being able to access the offerwall due to being underage. Their BBB complaint was filed after they received an automated communication from our system advising them to create a case for the offer they were requesting when no offer was involved.

   

  What did we do to help the Customer/resolve?

  We followed our internal process to assign the Customer's request and gather additional data to determine the root cause of the Customer's concerns and provide the proper guidance to ***** them access to the offerwall.

   

  How were things left with the Customer?

  We used the Customer's support request to contact them and gather the necessary to validate if the block is imposed by our system to provide the proper assistance and resolve their open concerns.

  Customer Answer

  Date: 03/16/2024

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

• Initial Complaint

  Date:03/02/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Offer to subscribe to norton for reward and the reward wasnt given

  

  Business Response

  Date: 03/06/2024

  What happened?

  The Customer created a support request regarding missing rewards for an offer started through a link in our offerwall. The Customer's ******************** complaint was created as our response to their support request was provided beyond the expected timeframe.

   

  What did we do to help the Customer/resolve?

  We followed our internal process to assign the Customer's support request, review the proof shared, and award the Customer for the missing event.

   

  How were things left with the Customer?

  We used the Customer's support request to award them for the missing event to resolve their open concerns.

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started an offer in Tapjoy's Offerwall from Hero Wars Alliance (or HWA, the game I play, where I use the Offerwall to play other games so I can earn more of HWA's currency) on February 19th for a task completion in the game Gardenscapes. I had to reach level 1750 in that Gardenscapes game to earn ****** emeralds in Hero Wars Alliance, plus the other task for completing level 25 that would give me 388 (but that's not as important in value, of course) in less than ********************* the screenshots. I finished it on February 29th, so that's ten days only and still have 20 to go.When I got over the level 1750, I didn't receive anything, so I submitted a support ticket to see what was going on. They changed the Install Attribution status and said I didn't download the game through the Offerwall in HWA, which is a lie and I have the link to prove it. Then, they proceeded to answer generic responses to my questions (they clearly use a bot to answer) and I was never able to talk with a human. They wanted to dismiss the case by thinking I would get tired of asking to review the case and talk to a real human. The generic responses are a usual thing Tapjoy tends to use so people get tired of pursuing what is right from what I've been told.Since I wasn't able to solve the case with them and they seem to look away I was forced to bring this case to you.Sadly, the link is too long for me to copy here, but I have screenshots for the whole link and the history in my ****** Chrome with the date that proves I went to the Offerwall, then got redirected to Chrome, then to ****** Playstore, and I played the game for half an hour straight away to make sure it worked. You can see that the link states all of the aforementioned information and how key words like "Tapjoy", "Nexters Hero Wars", "Gardenscapes" are all in there chained together.I'm always open to give you more information about anything you need.Thank you in advance and I look forward to your response.Lautaro

  

  Business Response

  Date: 03/06/2024

  What happened?

  The Customer created a support request regarding missing rewards for an offer started through a link in our offerwall. The Customer's ******************** complaint was created after their case was denied following internal regulations.

   

  What did we do to help the Customer/resolve?

  We reviewed the Customer's support request and their device information available on our system confirming the Advertiser deemed their installation as ineligible following the conditions of the offer.

   

  How were things left with the Customer?

  We used the Customer's support request to inform them about the reason for the denial and provide the link to an article on how to avoid being ineligible for new offers they start through the offerwall.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21368542
  
  I am rejecting this response because:

  I did everything right and in order. I followed all of the rules listed by Tapjoy and provided all the proof necessary to support that. They have to pay the amount of emeralds after the completion of the task on time. This is unacceptable behaviour.

  There is no way they can prove they are right as I'm proving I am right, and they are trying to avoid talking to me every time I fill a support ticket for the task. They know they are not honouring their part of the deal.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/14/2024

  What happened?

  The Customer rejected our response as they were deemed ineligible by the Advertiser's system and our original response reassured the denial issued.

   

  What did we do to help the Customer/resolve?

  We have confirmed the Customer's ineligibility which is properly notified through our offerwall's detail screen. As we've previously granted a goodwill award and the Customer continued to play being aware of their ineligibility. We've determined the Customer is ineligible for further goodwill awards.

   

  How were things left with the Customer?

  We used the Customer's ******************** complaint to confirm the resolution provided and educate the Customer to check the attribution status on the offerwall before engaging with new tasks in our offerwall.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21368542
  
  I am rejecting this response because:

  They keep attributing the issue to the Advertiser (the other game I played) not confirming them (Tapjoy) I downloaded their game through the offerwall. That is an internal B2B thing between Tapjoy and the Advertiser. That has nothing to do with the Customer (me,) especially when they decide to change the "attribution" midway when I'm finishing the offer. Not even midway, but I was ending the task and they changed the feature settings to "not attributed," when that is something they should have done when I start the offer and not when I am finishing it. But still, that is an internal problem with the other company (the Advertiser,) because I did download everything through their offerwall and showed you the proof with the link and everything. There is no way they can deny I have done everything correctly. It is unbelievable that they are doing that when I am bringing all the proof necessary. If you need anything else, I can provide it, but I gave everything I had and showed it all. I really trusted them. They are responding with default answers and that is not cool.
  
  They are also talking about "educating the Customer" when I know how they work and how it has to be done. I have been their customer for 4 and so years. I followed every step of the way the way they intended me to. The problem is I was not uneducated when I started the offer. The real problem is they changed the "attribution" status midway when I was about to get my goal.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/18/2024

  What happened?

  The Customer rejected our response as they were deemed ineligible by the Advertiser's system and our original response reassured the denial issued.

   

  What did we do to help the Customer/resolve?

  We have confirmed the Customer's ineligibility which is properly notified through our offerwall's detail screen. As we've previously granted a goodwill award as a one time exception and the Customer continued to play being aware of their ineligibility, we've determined the Customer is ineligible for further goodwills.

   

  How were things left with the Customer?

  We used the Customer's ******************** complaint to re-assure our denial and remind the Customer to check the attribution status on the offerwall before continuing to complete new tasks in our offerwall. 

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21368542
  
  I am rejecting this response because:
  

  I am not going to accept their response until they pay what they owe me for my truthful completion of the tasks on time. After having submitted all the proof necessary to conclude I am absolutely right with every aspect of this claim, they keep managing this in a very poor way. I do not know what stage we are in now and how to break the cycle of the automated responses they keep submitting, but I just hope they do the right thing and pay the rewards for the time I invested in doing this the right way. I cannot believe they are getting away with this childish behaviour after proving them wrong with all the data I submitted. Is this what they are expecting to do when they keep on going with this kind of faulty business? I am now thinking this is what they do for a living, that they hope people get tired of their automated responses after having invested a lot of time and money on their Offerwall and they just get away with it by playing a childish game of just saying "no" while lying about the reason.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/29/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They offer to reward you for playing games in order to help lower your phone bill and when you do exactly as they tell you to they do not reward you their promised rewards and tell you it's because you didn't do something right.

  

  Business Response

  Date: 03/07/2024

  What happened?

  The Customer created two support requests regarding missing rewards for two different orders made via the link in our offerwall. The Customer created a ******************** complaint as they were not automatically awarded for their orders and our response was received beyond the expected timeframe.

   

  What did we do to help the Customer/resolve?

  We followed our internal process to assign the Customer's support request, and gather the necessary proof of completion to award the Customer for the missing order.

   

  How were things left with the Customer?

  We used the Customer's support request to apologize for our delayed response and award them for the missing event to resolve their concerns.

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I completed an offer through tapjoy, for a reward I did not receive. I signed up for Home chef meal plan at 40$ a month, and was supposed to receive ****** gems in injustice 2 mobile on IOS.

  

  Business Response

  Date: 03/05/2024

  What happened?

  The Customer created two support requests regarding missing rewards for two different orders made via the link in our offerwall. The Customer created a ******************** complaint as they were not automatically awarded for their orders and our response was delayed beyond expectation.

   

  What did we do to help the Customer/resolve?

  We followed our internal process to assign the Customer's support request, and gather the necessary proof of completion to award the Customer for the missing order.

   

  How were things left with the Customer?

  We used the Customer's support request to apologize for our delayed response and award them for the missing event to resolve their concerns.

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I completed a donation on 12/14/2024 through the TapJoy offer wall within the WB injustice 2 mobile game. The offer was a special due to the Valentines holiday. I initially did not received the rewards of ****** gems. I submitted a ticket through Injustice2 game and they told me to wait 48hrs to see if the issue would be resolved. I waited 48 hours after I made the donation and I still had not received rewards. The WB injustice 2 support team advised me to submit a trouble ticket through the off wall support menu. When I entered the TapJoy trouble reporting site I saw my completed donation and it linked me to report a problem. The Tapjoy team reviewed my trouble report (ticket #*******). TapJoy deferred all communication through their offer wall. And only sent updates to my personal email that provided a link to their page. After a few days they responded: We've verified the proof you sent and submitted your case to be awarded for the Help Rescue Kids from Homelessness, abuse, and Trafficking Donate Now offer, the *************************************** your Injustice 2 app in due course.I informed the TapJoy representative that the original offer was a special just for the holiday and because TapJoy delayed rewarding me timely the offer had since changed on the offer wall, but my donation was made during the offer window. TapJoy responded and asked for screen shots of the offer. I provided a screenshot of the offer wall and a screenshot of their support site with the original offer. They made excuse and refused to accept the information I provided. I explained through their chat bot that they shorted me ****** gems when they awarded me ****** gems. They said that the offer wall reflected ****** gems. I told them because they delayed in giving me the ****** gems and responded to my request after days passed is why the wall shows something different. I tried to escalate and found that they deleted all records of me reporting an issue with them.

  

  Business Response

  Date: 03/01/2024

  What happened?

  The Customer created a support request regarding missing rewards for an offer started through a link in our offerwall, creating a BBB complaint after our Team only partially awarded them for the missing event due to an update done on the offer's prize.

   

  What did we do to help the Customer/resolve?

  We followed our internal process to verify the Customer's eligibility and award them for the missing price related to their donation.

   

  How were things left with the Customer?

  We used the Customer's ******************** complaint to inform them about the delivery of their rewards to resolve their open concerns and apologize for the delay in the resolution of their support request. .

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tapjoy has an offerwall on the game shippingmanager, I did one of the higher paying offers that required I make a purchase and signup for tempo, through tapjoy affiliate link, which I did. You can see the proof that tapjoy was credited from tempo for the referral, I gave tapjoy more than the ***** hours to correct the issue after reaching out to customer service. The first ticket was closed without any resolution to the issue. Its going on day 4 of no rewards, yet I did everything tapjoy required in the offer. I dont believe tapjoy has good intentions.

  

  Business Response

  Date: 03/01/2024

  What happened?
  The Customer created a ******************** complaint after their original support request was closed following internal regulations that state the rewards can be delayed ***** hours and the new case they created was not responded within the expected timeframe.

   

   

  What did we do to help the Customer/resolve?

  We followed our internal process to assign the Customer's support request, review the proof presented, confirm the requirements had been met, and award them for their missing rewards.

   

   

  How were things left with the Customer?

  We used the Customer's support request to award the Customer for the missing event in order to resolve their open concerns.

• Initial Complaint

  Date:02/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  hello. I spent 5 days on this task, I spent all my free time. I didn't even help my family sometimes, I spent all my time doing this task. I got some awards today, but not all of them. I did not receive the reward for "reaching level 8" and for "reaching level 75". I spent every hour of my life playing the game. I wrote to support but they told me that I am not entitled to a reward...

  

  Business Response

  Date: 03/01/2024

  
  What happened?
  The Customer created a new support request regarding missing events for an offer started through a link in our offerwall. The Customer's ******************** complaint was filed as their original request failed to award all the events completed. One of their cases was denied by our system following internal regulations, and our response to their new support request was delayed.

   

  What did we do to help the Customer/resolve?

  We followed our internal process to review the information provided by the Customer and award the missing completed events, also reviewing their request for the event that was denied by our system.

   

  How were things left with the Customer?

  We used the Customer's support request to apologize for our delayed response, award the missing events, and forward the case denied for review with the Advertiser to resolve their concerns regarding the missing rewards.

• Initial Complaint

  Date:02/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  hello i spent my over 60 days to get paid from this app ur agent said i will get credited but then lied and said im not its over 60 days so the offer shows as expired but i dont want to lose my over 2 month for nothing i want to get credited as ur agent says #*******

  

  Business Response

  Date: 02/23/2024

  What happened?

  The Customer created a support request regarding missing rewards for the last event of an offer started through a link in our offerwall. The Customer's ******************** complaint was created as their request was denied by the Advertiser due to not meeting the requirement of the offer and their account was banned for trying to use proof that was not from their game account.

   

  What did we do to help the Customer/resolve?

  We followed our internal process to re-evaluate the resolution provided and confirm the level requested is not achieved on the Advertiser's system.

   

  How were things left with the Customer?

  We used the Customer's support request to inform them about the reasons for the denial and explain to the Customer that due to violations of our terms of service we've issued a permanent suspension of their Tapjoy privileges.