Most often it’s timing or eligibility. Confirm the promo is active, re-check the conditions, then refresh the app. If it still doesn’t apply, contact support with a screenshot of the promo and the time you attempted it.
Not always. Some promotions may be targeted, time-based, or tied to new-player status. Always rely on what you see in your app and official announcements.
Include a screenshot of the promo screen, the exact promo name, and the time you attempted it. If relevant, also mention your device model and network (Wi‑Fi/data).
Use the Guides hub for detailed walkthroughs and troubleshooting: Guides.
A missed condition—usually timing, eligibility, or doing the right action in the wrong category. Re-check the promo details inside the app and confirm the time window. Then refresh the app to reload the promo state.
Not immediately. Repeating the action without confirming the conditions can waste time and create confusion. First, verify the correct category/mode and the active window. Then try once more after refreshing the app. If it still fails, contact support with screenshots.
Yes. Promotions can rotate, especially limited-time and seasonal campaigns. Always rely on the in-app promo details and official announcements for the current rules and dates.
Send the promo name, a screenshot of the conditions, the time you attempted it, and a screenshot showing the action or progress. If the issue seems connection-related, mention whether you were on Wi‑Fi or mobile data.
Visit Our Games for a clear breakdown of categories, features, and what each type is best for.
“New” is usually defined by the promo itself (for example, first-time actions or a limited early window). Because definitions can vary across campaigns, the most accurate answer is always the in-app promo description. If the text is unclear, send a screenshot to support and ask for confirmation.
Yes. If your connection drops during a claim or during a mission step, the app may not refresh progress immediately. The safe approach is to finish a step on one stable network, then refresh the app. If you often switch networks, try completing promo steps on Wi‑Fi where possible.
If you suspect a network issue, tell support whether the problem happens on both Wi‑Fi and mobile data. That single detail helps diagnose whether the issue is device/network-related or rule-related.
Many promo systems update progress after a server confirmation, not instantly. That means you might need to close and reopen the app to see the updated state. This is normal behavior in many mobile-first event systems.
Run the quick checklist: confirm the promo is active, re-check the conditions, refresh the app, and try once on a stable network. If it still fails, gather screenshots and the time you attempted it.
Then use official support: Contact. Clear reports are resolved faster than vague messages.
Yes. Missions and events often reference specific categories or modes. If the promo says “complete in X category,” doing the action in a different category may not count, even if it feels similar. If you’re not sure which category a game belongs to, the Our Games page can help you map it: Our Games.
Use a routine: check promos at a consistent time each day and follow official announcements for start times. If you only check randomly, you’re more likely to miss short windows.
If you rely on announcements, make sure you’re using official channels. When in doubt, open the Contact page and use Support.