Contact Support

How to get help, and what to include so you get an answer first time.

Ways to get in touch

Channel Best for
Support tickets in your publisher account
Support → Tickets 		Preferred for anything about your account. Tickets stay attached to your account, so your app, balance and history are already in context.
Contact form Questions before you have an account, or anything that is not account-specific. Use the form on the home page.
Your platform operator Everything account-specific ultimately sits with the operator of this installation — approvals, payment configuration, fraud decisions and payouts.

There is no published support email address on this documentation site. Contact details belong to whoever operates this installation, so use the channels above rather than looking for an address here.

What to include

These details turn a question into an answer:

  • The exact error text. Copy it rather than paraphrasing — the wording is what identifies the cause.
  • Which app or locker. The app name, or the locker's UUID.
  • When it happened, with a timezone, and whether it still happens.
  • Whether it affects everyone or one user. If one user, their userId and a description of it — for example a base64 ID, or one containing non-ASCII characters.
  • For postback problems: the Postbacks report for that attempt, which shows the resolved URL, HTTP status and error message.
  • For API problems: the meta.request_id from the response.

Check these first

Most reports are answered by one of these:

  • Is your app approved? A pending app fails every endpoint — either with 403 App not found or inactive, or by redirecting the visitor to the home page if the key is also wrong. This is the most common cause of "nothing works".
  • Are you passing a userId? The wall renders without one, so it looks healthy, but no clicks are tracked.
  • Is your exchange rate the right way round? It is your currency units per one US dollar.
  • Are you filtering on a country or device that excludes everything?

All four are covered in Troubleshooting, along with the exact error messages each one produces.

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