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Tapjoy
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BBB Accredited BusinessA Rated by BBB

Important information

Complaints

Customer Complaints Summary

  • 767 total complaints in the last 3 years.
  • 194 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/17/2023

    Type:Delivery Issues
    Status:
    Answered
    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 have completed a offer a week ago and never received rewards ticket number ******

    Business Response

    Date: 08/25/2023

    What happened?
    The Customer filed a complaint as they submitted 4 tickets for the same offer which were pending for 13 days.



    What did we do to help the Customer/resolve?
    A Supervisor took over all of the cases and processed the rewards the offer.



    How were things left with the Customer?

    An email was sent to the Customer informing that the rewards were credited and should reflect in their account shortly.

  • Initial Complaint

    Date:08/17/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Conversation ID: #****** I completed a task that required me to make a purchase in the game Star Trek Fleet Command. I successfully completed the task by making the necessary purchase 33 minutes after downloading the app from the Tapjoy Offer wall. However, I did not receive the promised reward. I contacted their support for assistance, but it took them about 10 days to respond. When they finally replied, they falsely claimed that I did not initiate the task from the Tapjoy offer wall, even though it's evident from the Tapjoy offer wall that I started the task on July 4th, 2023. I provided them with a screenshot of the purchase receipt and another screenshot showing the task's start date. These screenshots clearly demonstrate that I downloaded the app through their offer wall and completed the task within 33 minutes. Despite my efforts, after waiting for another 1 to 2 weeks, they responded by dismissing my concerns, stating that I have already received assistance, and closed the case. I have substantial evidence that I followed the correct procedure and completed the task as required. I simply request to receive the rewards that I am owed.

    Business Response

    Date: 08/25/2023

    What happened?
    The Customer created a support case for an offer after completing an in app purchase on 7/4/23. The case was escalated to the Advertiser for verification and they determined it ineligible on 7/27/23 due to not meeting the terms of service.

    The Customer submitted a new support case rejecting the denial. The case was handled by an Agent who denied the Customer a second time due to missing attribution.



    What did we do to help the Customer/resolve?
    A Supervisor took over and reached out to the Customer asking them to submit a new support request for us to further assist them, as the previous cases were closed. 



    How were things left with the Customer?

    We were able to re-award the Customer manually to improve their experience, as the new support case they submitted was also closed. The Customer came back thanking us for the help and confirmed receiving the currency.

    Customer Answer

    Date: 08/25/2023

    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:08/17/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Failure to respond to help ticket filed 8/12/23, other than initial AI response. I had to file complaint with BBB for previous reward completion on this offer after waiting 2 weeks with no response. Those were eventually rewarded after contacting BBB.

    Business Response

    Date: 08/22/2023

    What happened?
    The Customer submitted a support request and since we didn't answer in the first week due to the size of the backlog, they filed a complaint here.



    What did we do to help the Customer/resolve?
    A Supervisor took over the case and rewarded the missing milestone for the offer in question.



    How were things left with the Customer?

    The Customer has been notified that the reward was credited to their account and the case has been solved.

    Customer Answer

    Date: 08/23/2023

    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.  They responded promptly once I told them I had contacted BBB after waiting for a week to receive the reward.  I had to file two other complaints on this same offer after waiting almost two weeks for resolution.  Normally the company is much faster in issuing rewards and/or responding to tickets so I am not sure why this particular offer was so troublesome.

    Sincerely,

    ***************************

  • Initial Complaint

    Date:08/16/2023

    Type:Product Issues
    Status:
    Answered
    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 spent money ($1000+) through tapjoy to complete an offerwall but haven't gotten my reward for over a month (started 7/4/23). I opened a ticket with them under #***** using their ticket system. I've been transfered to several agents who said ******* was complete and rewards would be sent but never got anything. Finally got a manager to review my case but no response after several weeks since the initial response. I just want my resources earned via the offer to be sent to me.

    Business Response

    Date: 08/26/2023

    What happened?
    The Customer submitted a support case for an offer they were not awarded for. The case was assigned to an Agent who determined the Customer to be eligible for the last milestone of the offer. The *************** system blocked the reward from being processed.



    What did we do to help the Customer/resolve?
    One of our Supervisors took over the case and attempted to force the award. However, we weren't able to do successfully due to previous suspensions on the Customer's account. The case was escalated to **************** for further review. 



    How were things left with the Customer?

    This case is currently pending as **************** reviews the case. We have informed the Customer that we are currently investigating their case for further assistance and we will reach out to them as soon as we have an update.

    Customer Answer

    Date: 08/29/2023

     
    Complaint: 20481955

    I am rejecting this response because:

    They've made the effort to contact me and let me know what the issue is. But as of now, the issue still remains unresolved and I won't be closing the complaint until the problem is resolved. 

    Sincerely,

    *******************************

    Business Response

    Date: 08/31/2023

    What happened?
    The case was assigned to an Agent who determined the Customer to be eligible for the last milestone of the offer taken. They attempted to award the Customer, but the system blocked the reward from going through.



    What did we do to help the Customer/resolve?
    A Supervisor took over the case and tried to manually award the Customer, but was unable to. The case was escalated to the Management Team for review.



    How were things left with the Customer?

    This case is still pending as we wait for guidance from the Management Team. We will notify the Customer as soon as we have an update.

  • Initial Complaint

    Date:08/16/2023

    Type:Product Issues
    Status:
    Resolved
    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 did not provide complete payout after I finished completing all milestones for an offer. I completed all milestones on a ***** Continent offer, to receive gems on Animation Throwdown, but after spending a total of approximately $1300 on ***** Continent to achieve all milestones, I was not credited with gems on Animation Throwdown for two of the milestones at the end. I contacted Tapjoy and after two weeks and multiple follow-**** have not heard a response yet on my inquiry at all. I am just looking to receive the complete milestone rewards (Stronghold 21 and 26) as I have earned them. Tapjoy ID: ********

    Business Response

    Date: 08/22/2023

    What happened?
    The Customer filed a complaint as they did not receive the rewards for an offer after making purchases to complete it.



    What did we do to help the Customer/resolve?

    A Supervisor took over the case and escalated it to be awarded.


    How were things left with the Customer?

    An email was sent to the Customer informing that the rewards will be credited to their account and reflect shortly.

    Customer Answer

    Date: 08/22/2023

    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:08/16/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 for points on a game, Design Home, via clicking on the link the game that goes to Tapjoy offers. I met all of the requirements of an offer from Olay and did not receive my points. The offer was to spend $60+ to receive ******* points. My order came to $91.41. The order # is 7438344.I contacted Tapjoy **************** July 25, 2023 for resolution. The Tapjoy conversation ID is ******. I provided Tapjoy with an order #, screenshots of the order, and emails from the Olay purchase that showed I met the offer requirements. I also provided a delivery receipt. They confirmed that although I met the requirements of the offer, the documentation was not satisfactory. Tapjoy has refused to resolve this issue and provide the offer points.

    Business Response

    Date: 08/22/2023

    What happened?
    The Customer filed a complaint as they did not receive the rewards for an offer they made a purchase for.



    What did we do to help the Customer/resolve?
    A Supervisor took over the case and escalated it to be awarded.



    How were things left with the Customer?

    An email was sent to the Customer informing that the rewards will be credited to their account shortly.

    Customer Answer

    Date: 08/22/2023

    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:08/15/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchased ************ thru Tapjoy offerwall with promise of85,008 diamonds for Design Home Game.After several attempts never received the diamonds.Sent proof of purchase from ************ .Received replies from Tapjoy(that went straight to my junk mail) that they had not received any response and thought I no longer wanted follow-up and was fine with not resolving. Case #********* Very frustrating

    Business Response

    Date: 08/25/2023

    What happened?

    The Customer purchased an ************ offer, which they saw on 5/27/23 the offer was not awarded even after they filed a customer service support case.

     

    What did we do to help the Customer/resolve?

    We reviewed the original case to find the reason why the case wasn't awarded the first time. After review, the Customer was manually re-awarded to ensure the reward was processed ASAP.

     

    How were things left with the Customer?

    The Customer was awarded for the offer as an exception and an email was sent to inform them of the reward status. 

  • Initial Complaint

    Date:08/15/2023

    Type:Product Issues
    Status:
    Resolved
    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 many tasks and spent a lot of free time, more than 20 hours, but I did not receive a reward. I wrote to support, but my appeal was rejected with the answer "the customer cannot confirm that the application is installed for the first time.", Also they closed the chat and I couldn't reply to this message. I wrote to them again but did not receive a response, 10 days have passed since the writing in support.

    Business Response

    Date: 08/22/2023

    What happened?
    The Customer downloaded two offers from the ********************** offer wall and created support cases when they did not receive the rewards. Due to the size of the backlog, we were not able to respond within the first week.



    What did we do to help the Customer/resolve?
    A Supervisor took over the cases and the Customer was determined eligible for the reward.



    How were things left with the Customer?

    The Customer has been notified that the reward was credited to their account and the case has been solved.

    Customer Answer

    Date: 08/22/2023

    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:08/15/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Basically my complaint mirrors others on here. I completed certain tasks to obtain in game rewards. Wouldnt be an issue except real money was spent to achieve the given tasks. I have contacted them more than once with no reply. Would like what was promised when completing said task but Im afraid I maybe holding my breath on the issue. Let it be known proof was given that I achieved this goal to **********

    Business Response

    Date: 08/22/2023

    What happened?
    The Customer created a support request in which have been in the queue for five days. They also sent 2 new cases as a follow-ups.



    What did we do to help the Customer/resolve?
    A Supervisor took over the case and the Customer was determined eligible for the reward.



    How were things left with the Customer?

    The Customer has been notified that the reward was credited to their account and the case has been solved.

  • Initial Complaint

    Date:08/15/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 purchase to get a Tapjoy offer in a mobile app and I never received my reward. I sent a ticket to Tapjoy support on 06/08/23 and gave them all of my information as well as the screenshots for proof. Today is 14/08/23 and I have not received any answer yet. My conversation ID is #******. I just want my reward.

    Business Response

    Date: 08/22/2023

    What happened?
    The Customer filed a complaint as they did not receive the rewards for an offer they made a purchase for. The support ticket was pending for 9 days.



    What did we do to help the Customer/resolve?
    A Supervisor took over the case and awarded the offer.


    How were things left with the Customer?

    An email was sent to the Customer informing that the rewards will be credited to their account and should reflect shortly.

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