IronSource - any scope for assistance from BHG?

[Quali]

So I will start by saying I understand that this stuff is all outsourced, and any offer I complete is between IronSource and me. But with the recent double rewards I went and completed 3 offers through their offer wall. 1 of them has paid out.

Game 1: Ark of War (4,689 crowns) - completed unlocking some troop research to L2. I have evidence of never having downloaded the game before, evidence of completion, and evidence of downloading through their system. Rejected
Game 2: Idle Heroes (6,564 crowns) - get 2x5* Heroes. Completed and paid out automatically
Game 3: Star Wars: Galaxy of Heroes (2,626 crowns) - completed getting to L22. I have evidence of never having downloaded the game before, evidence of completion, and through their offer wall. Rejected.

I’m into a 20+ e-mail back and forth between me and their CS, asking for their complaints resolution process. They ignore that request. They won’t tell me on what basis it is being rejected. Apparently it might be because I had “Limit Ad Tracking” turned on when I downloaded these apps - because of that they may not be able to verify completion, therefore don’t pay out. That is frankly ridiculous. There are always a myriad of complaints about these offers. Finding out it may be due to Limit Ad Tracking and IronSource not having a robust system to actually honor these even when people really have completed these offers sucks. Given you are also a user of the system, BHG, and one they are far more likely to listen to, as you are a revenue stream to them, is this something you look to address at all? These feel worse than the last lot you had doing these offers.

 

[oddin]

where is this Limit Ad Tracking enabled? is it a common setting in android or ios?

 

[Quali]

On iOS it is within Privacy > Advertising. A similar thing exists within Android - Settings > Google > Ads > Opt out (according to the interweb)

 

[Esiebert7625]

What was your time investment in those games, I hate not knowing going into those if it’s going to take hours or days to complete.

 

[oddin]

how are you confident that this setting might be the one that caused the problem?

 

[Quali]

Time spent - from 30 mins to a couple of hours, in total (over the course of a few days).

How I found out about limit ad tracking was from the e-mail tennis with their CS.

 

[sileepuppee]

That's a tricky situation for sure. I've had issues with not being paid out and eventually gave up because going back and forth with them gets you nowhere. I would say to make sure you've already linked the game to Facebook and your Game Center account because sometimes that needs to be done. My alliance member completed all those achievements you listed and many more because of that double reward event. I think he made like 20k crowns playing all those games like final fantasy and such and yes some games take hours and some many days/weeks because some things can't be done quickly but he was paid out on every single one. I know that some games had time limits on them but other than that, sadly don't think you're going to get paid out. Only other thing I could ask is if you took multiple crow offers in the same game. It will only pay out once and if you try to double dip you won't get paid for the reward that gives you more crowns. Id say for those that are planning to do the offers, take a ss of the offer and save that so you know exactly what the goal is.

 

[phil_dee]

The 'limit ad tracking' explanation may explain why the offer was not completed automatically, but it definitely doesn't explain why in-game screenshots and such--showing username, completion, etc.--can't be used to routinely close these issues manually. This was common practice only months ago.

 

[Mcnasty]

Where is this privacy setting for iOS

 

[Quali]

Well BHG/Nexon are trying to help. IronSource maintain that if the advertiser can’t verify then there is nothing they can do. No amount of proof seems to matter. I’m not sure why they ask for proof, as they ignore it. They are unwilling to explain why they ignore the proof. I have had discussions with them through e-mail as well as DM on Twitter. No joy yet. The latest thing I have done is to record a video showing me going into my dominations account to prove it is me, then going to the two games in question and showing the things as complete. I also have proof of when I first downloaded them, so at this point I’m not sure why they can be rejecting them. I have also asked IronSource what further evidence I could send them to prove it.

 

[Bootney Lee Fonsworth]

Strangely, I've never had issues with this company, unlike Fyber. On the other hand I've also never gotten offers for anything close to 6000 crowns either. Mine always fall within the 400-2000 range even on double offer weekends. Think I got 3000 for slogging through Game of War and FFXV though. I think I got 2000 for Idle Heroes, but it's been awhile so I'm not sure.

 

[Quali]

No Title

BHG fixed it where IronSource were useless. Thanks BHG.

 

[Mountainking]

I am in the same situation Quali Whom did you contact at BHG? I am currently owed 9k crowns for a stupid game that took hours and days to complete... I'll do a video also tonight.

 

[Quali]

CS contacted me after using Twitter to hit up @ironsource and @playdominations - IronSource were useless

 

[Mountainking]

Thanks....I never use twitter. Guess I'll have to use it worst case....

 

[Kev's Empire]

I've had great success with the email contact as well.