Hello Detectives! 🕵️

Let me introduce to you our new feature for earning some extra gems - Offer wall.
In this article, you will find answers to some very common questions as well as more details on the feature.

What is the offer wall?
Offer wall is a service provided by a third-party IronSource that enables you to receive some extra gems in our game.

Where do I find the offers?
To find the offer wall, go to "Shop”, then tap on “Gems” and there you will find the "Free gem offer" button. Once you have read the basic information, please continue by tapping on „Show offers“. Now you can see the offer wall with the available offers for you.

Also, you can tap on a new character waiting for you in your camp with the free gem offers.

What to do if you have completed the offer from an offer wall but have not received the reward?
There are conditions listed within each offer that need to be met, they may differ from one offer to another but most important are the following:

• All requirements for each offer must be met entirely. Premature uninstallation/cancellation will cause the offer to not credit properly. This means that it must be the first time you install an app game from an offer wall into your device.

• If you have attempted the same offer before, whether it be within Puzzle Adventure or another game/app/website, it will not credit a second time. The offer will have a "Denied" status.

• It´s necessary to download the game directly from the Offer wall. Doing so outside of the app will not result in a credit, even if all requirements are met - this means that visiting the App Store or a Google Play store and downloading the required game will not result in any credit. It´s necessary to download the advertised game directly from the Offer wall feature.

• Regarding some offers in conditions may be forbidden to use a VPN or emulators, so please make sure to check if it is safe to use VPN or emulator if you are using some.

If you believe you have met all requirements for an offer, but it has still not awarded you any gems, please give it at least 24 hours for the reward to show up. Then you can try to close the offer wall and reopen it.

It has been more than 24 hours and my offer status is "PENDING/REJECTED"
Offers are credited based on approval by the 3rd party provider (ironSource). While an offer is in the “Pending” phase, it may or may not be approved based on whether the provider indicates all requirements have been met.
As an example, if an offer is a 30-day trial, it may not credit for several days, or at all if it’s canceled instantly.
If an offer has been marked as “Rejected”, it usually indicates that requirements were not met, or that a duplicate submission was detected.
You can also check the status of your offer by tapping on the "IN PROGRESS“ section.
After 24 hours if you feel that an offer should have been credited you can contact ironSource directly from the Offer Wall. Open the Offer Wall via Gem Shop, tap on the IN PROGRESS section and select any offer which is currently in progress. You will see a "Missing gems" button in the bottom left corner. Please tap on it and again in the bottom left corner a "Contact Support" button will be shown. Please note that you can first contact support 24 hours after you selected the particular offer.
IronSource will need proof of the offer completion in the form of screenshots.
To access this menu please click go to the „IN PROGRESS“ section on any pending offer.

If you have already done this and have not heard back from their support within 3 business days, please contact our Support
We will also need proof of offer completion in the form of screenshots.
Please include a screenshot of your Gems Status screen (IN PROGRESS section) showing your offer and your attempt to resolve this issue with the ironSource team.

I found a misleading offer/scam (e.g. free trial not really free, etc.)
Our goal is to ensure all offers are as honest as possible for all players. So, if you encounter any offer that seems suspicious, misleading, or straight up malicious, please contact our Support with:

Name of the offer, and any relevant screenshots.
Description of why you believe the offer needs to be reported.

We will do our best in order to report the offers to the third party with the aim of removing them from the offer wall.

My offer says "Completed" but I have not received the gems
Offers may take some time to credit based on the type of offer. Usually relaunching the application can cause offers to be properly rewarded. If for any reason you do not see the gems you have been awarded, please allow up to 24 hours before contacting Support. After 24 hours, please contact our Support with the following information

• The name of the offer that you had difficulties with.
• A screenshot of the Offer Wall section „IN PROGRESS“

I contacted IronSource but they have not replied yet
We would kindly ask you to be patient. They are doing their best in order to help all customers in a timely manner. If you do not hear back from Iron Source for more than 3 days, please let our Support know and we will do our best to help you.