If a user reports a reward problem, first confirm whether the goal or conversion was recorded in Besitos. Then use the applicable section below to determine whether the issue is related to timing, goal requirements, reward calculation, delivery, or a reversal.
If the goal or conversion itself is missing, see Troubleshooting Missing Installs or Game Progress.
Before you start
Have the following information available:
Partner ID
User ID
Offer name and ID
Game name
Goal or conversion
Transaction ID, if available
Conversion date and time
Expected reward
Recorded reward and payout, if available
Use the Conversions report or Conversions Data API to verify the conversion and reward information.
Missing rewards
If a user completed a goal but didn't receive a reward, check the following in order.
1. Was the goal recorded?
First confirm that the goal or conversion appears in Besitos.
If the goal isn't recorded, this is a tracking or conversion-recording issue, not a missing reward issue. See Troubleshooting Missing Installs or Game Progress.
If the goal is recorded, continue below.
2. Was the goal completed on time?
Check the goal's completion time against the applicable goal window.
A goal can appear as completed even when it was completed after its applicable reward window ended. If the goal was completed late, the conversion may be recorded with a zero reward and a note such as "Missed days to complete."
If the timing appears correct but the reward is zero, continue troubleshooting.
3. Was it a bonus or turbo goal?
Check whether the goal has additional requirements.
Bonus goals: optional, non-linear tasks or side-quests that may require an in-app purchase
Turbo goals: optional, non-linear goals that require faster gameplay and in-app purchases
A user may complete a milestone but not receive the expected reward if the applicable condition wasn't met.
4. Is the reward pending?
A recorded conversion may have a separate pending or release period. Check the applicable pending period before treating the reward as missing.
A pending reward is different from a goal or conversion that was never recorded.
5. Was the user canceled for fraud?
Check the user's status in the applicable Games User Data API response.
If the user was canceled due to fraud, they may not be eligible for rewards.
6. Is there a conversion but no postback?
If the conversion and reward are recorded in Besitos but your system did not receive or credit the postback, this is a postback delivery or partner-side crediting issue, not a missing reward issue.
Incorrect reward amounts
If the reward amount doesn't match what you expected, first determine which value your system is using.
1. Check reward and reward_local_currency
The reward value represents the user's reward in USD.
reward_local_currency represents the user's reward in your configured local currency or points ratio.
Verify that your system uses the correct field and that your configured currency-to-USD ratio is correct.
See Postback Data for more information.
2. Make sure you're not using payout
payout represents the amount Besitos pays the partner. It is not the amount the user should receive.
If your system uses payout to calculate the user's reward, the amount may not match the reward shown to the user.
See Postback Data for more information.
3. Check for test credits
If you see an unexpected reward amount during implementation or QA, check whether the credit came from Offer Credit Test.
Custom Amount test credits can create amounts that don't correspond to a real offer goal.
Reversed rewards
A reversal occurs when a previously credited conversion is reversed.
When a reversal is sent, the same transaction_id is used with the applicable reversal indicator. Your system should use the transaction ID to associate the reversal with the original conversion.
Common reasons for reversals may include:
The user was later found ineligible.
The user uninstalled the game or stopped playing during the applicable pending period.
A chargeback occurred.
The user skipped required levels.
What to do when you receive a reversal
When your system receives a reversal:
Identify the original conversion using the
transaction_id.Process the reversal according to the
reverseindicator.Deduct the reversed amount from the user's balance as applicable.
Keep an audit trail connecting the original conversion and reversal.
See [Postback Data] for details about reversal data.
What if a conversion disappears?
A reversed conversion may no longer appear in standard Conversions Data API results.
If you need to reconcile a conversion that no longer appears, check the Reversal report or query the Conversions Data API for reversed conversions.
For API results:
Use
is_reverse=trueto request reversed events.The
reverseresponse attribute identifies a reversed conversion.A reversal uses the original transaction ID.
An empty Reversal report does not necessarily rule out a reversal.
When to escalate
Escalate when:
The conversion exists in Besitos.
The goal was completed within the applicable time limit.
The applicable pending period has elapsed.
The recorded reward doesn't match the expected reward.
The reward is missing or reversed without an identifiable reason.
Besitos and your system show different results.
For postback-specific issues, see Troubleshooting Postback Delivery Failures, or for help creating a thorough ticket, see How to Escalate a Tracking Issue.