This article explains how tracking works and how we handle tracking issues at Freecash. When a task isn't rewarded, we know that's frustrating, and we want to be transparent about what happens when a postback (the data that confirms a completion) doesn't reach us.
Understand Why Tracking Can Fail
Freecash sits at the end of a multi-step data chain. For a reward to trigger, completion data must travel through several stages.
User Device > Game Provider > Mobile Measurement Partner (MMP) > Freecash.
If any earlier stage fails, we don't receive the data needed to confirm the task completion event.
How We Proactively Monitor Issues
We actively monitor ticket volume to identify systemic issues rather than waiting for complaints. The chart below shows real-time data for a specific offer.
- Spike detection: We monitor ticket volume closely. When volume jumps, we investigate immediately.
- Offer health: We compare how many users click to start an offer against the number of installs we receive, using the install task as a key tracking checkpoint. We also track the percentage of users who opened a ticket for a specific offer, which helps surface issues with smaller offers that might otherwise go unnoticed.
- Data analysis: We evaluate whether an issue is specific to a certain OS (iOS vs. Android), a specific country, or a specific task within an offer.
- Escalation: Findings go to our Account Managers, who verify our internal setup and the MMP. If the issue originates further up the chain, they escalate directly to the advertisers or game providers.
How Our Support Team Fills the Gaps
When a user is missed due to a technical issue, our Support Agents manually review tickets to bridge the gap. High-level escalations can take time to resolve when the error originates outside our direct system.
Your feedback helps us identify upstream issues faster. If you notice patterns with specific offers, let us know so we can cross-reference them with our internal data.
