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:02/05/2024

  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.

  On January 29, ****, I used tapjoy through another game I was playing, Picture Cross. I choose an offer, paid $36.00 and have not received my in game reward. This business feels a lot like a scam and I would like my reward, in game, or my money back. I have reached out to tapjoy three times now and havent gotten a single response. Its been 7 days now.

  

  Business Response

  Date: 02/08/2024

  What happened?
  The Customer created a support request regarding missing rewards for a purchase done through a link in our offerwall. The Customer's ******************** complaint was filed as our response to their request was delivered beyond the expected timeframe.
  
  
  
  What did we do to help the Customer/resolve?
  We followed our internal processes to assign the Customer's support request, confirm the purchase information and award the Customer for the missing event.
  
  
  
  How were things left with the Customer?

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

• Initial Complaint

  Date:02/01/2024

  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.

  Last night I did an offer for tapjoy. Tapjoy stated that I would receive 952 gems if i donated ***** and finished all the steps through them to the ***** Charity. However , I did not receive any gems.

  

  Business Response

  Date: 02/06/2024

  Hello, we are unable to locate a support case under the email address provided. In order to assist you further, please share the email address used to submit your support request or the case number for the ticket. If you have not submitted a support request, please do so through the offerwall. This will give us all of the necessary information to review and provide assistance. We look forward to your response. 

• Initial Complaint

  Date:02/01/2024

  Type:Customer Service 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.

  Completed several offers though Tapjoy , and never received rewards. Spent time and money to get offers completed , and had extremely frustrating experience trying to communicate with Tapjoy customer service. Their system of filing claims is horrific , you are prompt to open window communication, and there is no option there to provide screenshots/ support. So you get left on read for hours or days, and after have to comeback to the same window and answer the same questions over and over, and each time they will tell you they will research and you will have to continue conversation after hours or maybe days. And cycle repeats. Process is designed to be prolonged and inefficient in hopes to discourage you from speaking resolution. And even after you go through their process that can take DAYS of responding to the same exact questions over and over through communication window, you still will not have resolution and they can close the inquiry due to claim exceeding the allowed time frame for resolution.Absolutely horrific experience, dishonest practices that need to be looked into. *****

  

  Business Response

  Date: 02/06/2024

  What happened?

  The Customer created a support request regarding missing rewards for a donation done through a link in our offerwall. The Customer filed a ******************** complaint as our response was delayed.

   

  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, and award them for the missing event.

   

  How were things left with the Customer?

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

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21230786
  
  I am rejecting this response because: There was several missing rewards , I have received some , but not all are resolved .
  

  Unresolved matter:I have contacted support on 02/02/24 regarding missing rewards on . KidPik - Offer.User ID: **********************.  Last communication I have received was from automated system on 02/03/24  , stating that matter is being forwarded to Agent, after I have submitted proof of offer completion.

  
  Tapjoy Support11:16 AM 
  Thank you for your inquiry, which will be routed to an Agent shortly. Once our Team responds, youll receive an email notification with a link to re-open this chat should you wish, or you can return to this chat via your offerwall. Regards, Customer Support.
  Sincerely,  

   

  That message was received on 02/03/24 today is 02/09/24.
  *************************

  

  Business Response

  Date: 02/13/2024

  What happened?
  The Customer was assisted with a support request regarding missing rewards for an event completed through our offerwall. The original resolution provided was rejected as the Customer opened a new support request they would like to have addressed.
  
  
  
  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 and award them for the new event they completed.
  
  
  
  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:01/31/2024

  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.

  Still waiting for my gold in tap joy baseball 2023 for completing puzzles and survivors offer from tap joy. I did not download the app in *********************** from as different device and I will continue to use vulgar language because you are obviously incompetent at your job, I have provided more than ample proof and will see you in court for the h*** you put me through. This wont be the first lawsuit youve lost and furthermore you fail to respond In a timely fashion unless I file a bbb complaint

  

  Business Response

  Date: 02/06/2024

  What happened?

  The Customer created a support request, which was denied by our Team after confirming with the Advertiser the events had not been completed prior to their ban from our platform due to breaching our terms of service. This denial caused a BBB complaint to be filed.

   

  What did we do to help the Customer/resolve?

  We followed our internal process to review the Customer's information, confirming the in-app progress indicates the requirements have not been met and their behavior on our platform disqualifies them from any possible goodwill awarding from Tapjoy.

   

  How were things left with the Customer?

  We have used the Customer's support request to inform them of the information we received from the Advertiser, deny their rewards as the requirements of the offer had not been accomplished, and confirm the permanent suspension of their account is final.

• Initial Complaint

  Date:01/30/2024

  Type:Delivery 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.

  On January 14th of ****, I completed a Tapjoy offer through the injustice 2 mobile app. It required me to donate $20 to a charity called *************, and in exchange I would receive ***** gems, the premium of the mobile game that I play. I waited a day and still hadnt received my reward, so on January 15th I contacted tapjoy through the offer wall and opened up a customer support ticket. I explained the situation to tapjoy and was told that I would be routed to an agent to help me with my problem. A couple days went and I still hadnt received a response from anyone at tapjoy. Two weeks went by and I still hadnt received a response. I decided to contact tapjoy customer support directly instead of through the injustice 2 offerwall. I received an automated response telling me that I would have to go through directly through the offer wall, instead of contacting them. I initially did this and I havent received any follow *** in over 2 weeks. I tried to get the contact information of a real person and I once again received an automated response telling to complete the steps I had already done way back on the 15th. I gave them the order ID to see if they could help me and once again I received no new information. I checked online and saw that Tapjoy was in hot water with the *** for advertising rewards and knowingly not giving them to their recipients. I wouldnt be surprised if they didnt learn their ****** and continued with these shady practices. Down below are screenshots regarding my one sided interactions with the company. The first photo is my initial contact with tapjoy on the 15th. The next photo is the ending of the conversation on 15th with me following up 2 weeks later without a response from them. The third photo is my proof of purchase with the promise of receiving my reward within 48 hours. The final photo is the automated response I received when I tried to follow up through their customer support. It appears to me that Im being purposely ignored

  

  Business Response

  Date: 02/06/2024

  What happened?

  The Customer created a support request regarding missing rewards for a donation done through a link in our offerwall. The Customer filed a ******************** complaint as our response was delayed beyond expectations.

   

  What did we do to help the Customer/resolve?

  We followed our internal process to review the proof of donation shared by the Customer and award them for the missing event.

   

  How were things left with the Customer?

  We used the Customer's support request to inform the Customer about the steps taken to award their case and deliver the missing currency for the completed event, resolving their open concerns.

  Customer Answer

  Date: 02/07/2024

  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:01/30/2024

  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.

  Thru do not credit people for games played and rules followed. They make up reasons why rewards aren't given and they'll say everything has to do with a purchase even if there's proof of purchase or proof that the reward should be received they'll make a reason why you won't get the reward. Time wasted and crappy customer service.

  

  Business Response

  Date: 02/06/2024

  Hello, we are unable to locate a support case under the email address provided. In order to assist you further, please share the email address used to submit your support request or the case number for the ticket. If you have not submitted a support request, please do so through the offerwall. This will give us all of the necessary information to review and provide assistance. We look forward to your response. 

• Initial Complaint

  Date:01/30/2024

  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.

  I made a purchase through Tapjoy's gaming offer wall (Design Home) in order to receive credits for said game. Tapjoy has abandoned all professionalism by employing a bot system and NEVER responding to inquires about unpaid credits. I found their direct email from a former complaint and sent proof of purchase in the email and got nothing but auto replies. This garbage "company" needs to be shut down, for good!

  

  Business Response

  Date: 02/06/2024

  What happened?

  The Customer created a support request regarding missing rewards for a purchase done through a link in our offerwall. The Customer filed a ******************** complaint as our response was delayed beyond expectations.

   

  What did we do to help the Customer/resolve?

  We followed our internal process to assign their support request and award the Customer for the missing event.

   

  How were things left with the Customer?

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

• Initial Complaint

  Date:01/29/2024

  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 worked with Tapjoy to get rewards in a game I play called Dream Girlfriend. I put in a request ticket on January 15 because I didn't receive rewards for all of the activities I did on the advertised game, Monopoly Go, only some rewards. I have screenshots of gameplay, and our conversation, or really lack thereof. They have not responded to my concerns at all. I have completed the entire offer but the two highest paying activities did not come through. I also have the conversation id/user id ********************** assigned me, it will be attached in screenshots along with my in game progress (the game I had to complete for the offer, Monopoly Go). I've also tried emailing Tapjoy directly about this, but no response as of yet. I would like Tapjoy to give me the rewards I deserve.

  

  Business Response

  Date: 02/02/2024

  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. Their review was submitted as our response to resolve their support request was provided beyond the expected timeframe.
  
  
  
  What did we do to help the Customer/resolve?
  We followed our internal process to review the Customer's support request and award them for the missing event.
  
  
  
  How were things left with the Customer?

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

• Initial Complaint

  Date:01/28/2024

  Type:Customer Service 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 completed a donation offer UNHCR for an offer of ***** gems on 1/14/24. The offer specifies that it may take up to 48 hours to pay out. After 3 days of not seeing any rewards, I put in a support ticket on 1/17/2024. The chat asked me to upload all supporting documents that showed that I completed the offer and said I should hear back shortly. I continue to wait and then begin reaching out through their contact us link on their website. The response I get from that is an email telling me to put in a support ticket through the offer wall. There I am taken back to the same chat that I have not gotten a response from in over a week. (Conversation ID: ********. I continue to reach out in that every so often and still get no response. The interesting part about that chat feature, is that it only indicates what time a message is sent or recieved, and not the date. Im sure that piece of information was removed after the amount of delays. As a customer, I feel like I am not being heard when I want to reach out about paying for something that I have not received. The difficulty in getting something from customer service seems to be intentional, and Ive never felt like I needed to report a business before. I dont think that Tapjoys practices are criminal or fraudulent, but most certainly unethical. Ive read the complaints here in the BBB and it seems like everyone is coming with the same complaint and getting the same canned answer of our response was delayed beyond customer expectations, a ******************** complaint was filed. There is no delay, we arent getting a response at all unless we escalate the issue to an outside party. This is a business transaction and you owe your customers better.

  

  Business Response

  Date: 02/02/2024

  What happened?
  The Customer created a support request regarding missing rewards for a donation processed through the link in our offerwall. The BBB complaint was created as our response to their request was delayed.
  
  
  
  What did we do to help the Customer/resolve?
  We followed our internal process to assign their support request and award the Customer for the missing event.
  
  
  
  How were things left with the Customer?

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

  Customer Answer

  Date: 02/02/2024

  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:01/27/2024

  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've played a game called Design Home (via ****** playstore) for several years. It uses a currency called diamonds for in-app purchases. One can earn diamonds (via a company called Tapjoy) by downloading games and reaching certain levels or milestones, or they can buy them with real money. I have downloaded and played games and reached required levels, and sometimes I'm given my reward without problems, and other times I need to reach out to Tapjoy support. In the past, I have been denied my rightful earnings, and I have let it go. However, recently (past few months) Tapjoy has stopped giving rewards consistently, and now customer support is giving me the runaround. I downloaded Candy Crush and played to level 400. I was given rewards for all milestones up to level 400 except for the first milestone of reaching level 2, with a 255 diamond reward. I downloaded the game 12/31/23 and still have 2 days left to earn more diamonds. Instead of playing the game, I'm spending hours writing emails and sending in-app chats, only to be ignored. I want the 255 diamonds I've earned, plus ******* diamonds for my trouble over several years.

  

  Business Response

  Date: 02/02/2024

  What happened?
  The Customer created a support request regarding missing rewards for an event of an offer started through a link in the offerwall. The BBB complaint was filed as the response to the Customer's concerns was provided beyond the expected timeframe.
  
  
  
  What did we do to help the Customer/resolve?
  We followed our internal process to review the Customer's history, confirming the rewards were delivered successfully on our end on January 21st.
  
  
  
  How were things left with the Customer?

  We used the Customer's support request to inform the rewards have been successfully delivered and instruct the next steps necessary to claim their rewards on the app they were credited to.

  Customer Answer

  Date: 02/03/2024

   
  Complaint: 21209294
  
  I am rejecting this response because:
  I communicated to Tapjoy that I was looking for my reward for reaching level 2, not 400. They insist I have received the reward for reaching level 400. Yes, I received the reward for level 400, but not for level 2. I am looking for the level 2 reward. My previously submitted screenshots show the level 2 reward was never granted to me. I have tried multiple times to follow the links they send me to re-open this case, but clicking on the links brings me to the closed chat where they say I have received my reward, and there is not an option to send communication via that chat anymore. There is no way for me to communicate with Tapjoy on the app in question regarding this matter anymore. They have stonewalled me in an effort to exhaust me. I will not back down.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/08/2024

  What happened?
  The Customer disputed the resolution provided as one of the lower events for the offer they completed was not awarded after the higher ones were sent.
  
  
  
  What did we do to help the Customer/resolve?
  We used the information supplied on the Customer's ******************** complaint to process the rewards manually due to the system limitation that did not allow them to open a new support request.
  
  
  
  How were things left with the Customer?

  We used the Customer's support request to award the missing event resolving their ************.

  Customer Answer

  Date: 02/11/2024

  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,
  
  ***********************