How to Fix First-Install Tracking Issues

The short version

Use the built-in Troubleshooter to check three things: confirm it's a new install, enable ad tracking, and disable any VPN or ad blockers.
If you've ever had the app installed before, the offer won't track regardless of other settings.
Tracking delays are normal. If still unresolved, submit a support ticket with screenshots after two days.

You found an exciting game offer, followed the instructions, and installed the app. But when you check your Freecash account, your progress isn't tracking.

This is a common issue for new users, and it's almost always correctable.

What Your Install Status Means

After you start an offer, its status shows on the Earn page, the offer page and in My Offers. You'll see Verifying installation while we wait for the game to confirm your install. Once it tracks, that changes to Installation completed! and then Started Playing?

If it says Install not tracking? or Failed connecting to game, the install hasn't reached us yet, and the troubleshooter below is the place to start. On your first offer, the rewards also stay blurred until your install is confirmed.

Using the First-Install Troubleshooter

Tap "Troubleshoot" on the offer page. On your first offer, it's there straight away. It opens a few short screens that cover four checks.

Download It Through Freecash. Start the game from the offer's button rather than the app store, so the install is linked to your account.
Confirm It Is a New Install. The tool will ask you to confirm you have never installed the app before. Previous installs cannot be credited.
Check Your Device Settings. You'll be prompted to verify that ad tracking is enabled on your device. Follow the specific instructions for your iOS or Android phone.
Disable VPN and Ad Blockers. Confirm you are not using a VPN or ad-blocking software, then disable them before trying the offer again.

Completing these steps prepares your device for a successful connection. For many users, this process is enough to start getting paid to play games without further issues.

Claim a Consolation Reward or Open a Ticket

If you followed every step and are certain it is a new install, two further options are available.

Consolation Reward

If you completed the troubleshooting steps before installing the game and believe it won't track, tap the "Still Not Tracking?" button. You may receive a $1.00 consolation reward applied directly to your account.

Manual Support Ticket

If you have already installed the game and progress has not appeared after 48 hours, wait the full two days before contacting support. Delays can occur on the advertiser's side. After that period, open a support ticket and include screenshots and offer details so the team can investigate with the advertiser.