Support chatbot loop! Specific bugged ad freezes and blocks rewards (Screenshot attached

Question

Hi Community Managers,

​I am writing here because the Player Support email system is stuck in an endless loop, sending me the exact same automated copy-paste response 4 times in a row without anyone actually reading my issue.

​There is a specific broken/bugged advertisement that appears in my game. It completely freezes, lacks any close (X) button, and cannot be reported. Because it forces me to shut down the game, I am completely blocked from receiving any rewards, which is ruining my experience.

​I have already tried all the standard troubleshooting (cleared cache, updated the app, checked my device storage which is over 2GB, and verified my internet connection). The issue is 100% with this specific ad itself, not my phone.

​My device model: Samsung Galaxy A7

​I am attaching the screenshot of the broken ad below. I hope a human moderator can look into this, escalate it to the technical team to block this ad, and help me with the compensation for my lost rewards.

​Thank you!

QueenB · Answer

Hi @king_9864 and welcome to the Community 😊

Thank you for taking the time to report this and for sharing the screenshot. I’m sorry to hear you’ve been stuck receiving the same response from Player Support. I’ll pass this feedback on to the team, as I understand that this can make it harder to get help with a specific issue.

From what you’ve shared, and based on the screenshot, this appears to be related to the ad itself rather than your device. Thank you also for confirming that you’ve already cleared the cache, updated the app, checked your storage, and verified your internet connection. That information is very helpful.

I’ll report this ad to the ads team so they can investigate it. Please note that it can take a day or two before they’re able to review and act on a specific ad report.

In the meantime, please do not reinstall the game app, as this can sometimes affect saved progress or stored items if the game is not fully connected.

Thanks again for reporting this so clearly. I’ll take care of passing the details on from here 🐝

Alienscar · Answer

If you have received four automated responses this is more than likely because you have emailed them yourself four times. This is something that you shouldn't do @king_9864. Once you have emailed Support do not email them again, instead you have to wait for up to 72 hours for a response. If you haven't heard back from an agent 48 hours after sending your query though reply to the automated response stating that you still have a problem and still need help.

You will not be compensated for any boosters that you did not win unless you used real money at any point.