- You have not met all the requirements mentioned in the offer conditions.
- You have not completed the offer directly from the offer provider’s wall, but from another page.
- There is a delay in processing the offer. In some cases, the offer provider might need up to 7 days to process the offer, so please be patient before reaching out to them.
- Gems Offers usually require that you install the other game for the first time or register a new account in it.
- Gems Offers are time-limited. Make sure to complete the task in the specified time frame.
- Gems Offers are device-specific. They must be completed on the same device.
- Gems Offers need to be initiated directly from links on the RevU website.
If you have fulfilled all the above criteria and still have not received your Gems, you should contact Xsolla customer support directly. You can raise a ticket directly from the quest's instruction page at any time.
How to Submit a Ticket
Follow these steps from inside the Free Gems Offers screen:
- Open the instruction page for the quest you need help with and tap Contact Support.
- Your email app will open with a pre-filled message — we automatically include your user ID, the quest ID, and your publisher app ID, so you don't have to worry about tracking those down yourself.
- Add any extra context in the email body — the more detail you can share about what happened, the better.
- Attach proof of completion — this is required for us to process your request. A screenshot or photo showing that you completed the required action is all we need.
- Hit send — that’s it! Your ticket is submitted.
What you'll need
- Your user ID, quest ID, and publisher app ID (pre-filled automatically)
- A screenshot or photo as proof that you completed the required quest action
What Happens Next
Once your ticket is in, here's what you can expect from the Xsolla team:
Milestone | Timeframe | What Happens |
First Response after submission | Within 12 hours | A support agent reviews your ticket and acknowledges receipt |
Resolution after submission
| Within 48 hours | Your ticket is resolved, and you receive a confirmation email
|
You'll receive a personalized email from Xsolla once a decision has been made — no need to follow up.
How Xsolla Reviews Your Ticket
The Xsolla support team takes a careful look at every submission. Here's a quick overview of what that process looks like:
- They verify the proof you've attached and match it against the quest requirements.
- If everything checks out, they'll manually convert your open click so the reward is applied to your account.
- If they're unable to approve the request, they'll explain why.
- Either way, you'll hear from Xsolla directly with a personalized update.
Tips for a Smooth Experience
- Submit your ticket as soon as you notice a missing reward — the sooner, the better.
- Make sure your screenshot clearly shows the completed action. Blurry or cropped images may slow things down.
- Include any relevant details in the email body, such as the date you completed the quest or any error messages you saw.
- Check your spam folder if you don't hear back within 12 hours — our reply might have landed there.