> ## Documentation Index
> Fetch the complete documentation index at: https://documentation.offerzy.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Missing rewards

> What to check when a user says a reward didn't arrive, and where to send them for help.

When a user reports a missing reward, a few checks in the dashboard usually show where it went.

<Steps>
  <Step title="Find the user's postbacks">
    Open **Reports > Postbacks** and look for the user's ID and the offer.
  </Step>

  <Step title="Delivered, but the user wasn't credited">
    We delivered the postback and your server answered `2xx`, so the issue is on your side. Check your postback logs for that `transaction_id`.
  </Step>

  <Step title="Failed or retrying">
    Your server didn't accept it. Check the status code and response in the report, fix your endpoint, then [contact us](mailto:hello@offerzy.io?subject=Resend%20postbacks) and we'll resend it. See [Retries](/postbacks/testing#retries).
  </Step>

  <Step title="No postback at all">
    The advertiser hasn't confirmed the conversion yet, or it wasn't valid. Send the user to reward support.
  </Step>
</Steps>

## Common reasons a reward is late or missing

* **Requirements not met yet**: every step counts, for example reaching the exact level within the time limit.
* **Waiting for confirmation**: some advertisers confirm completions later.
* **Not a new user**: many offers are for new users only, so an app the user had installed before may not count.
* **VPN or ad blocker**: these can stop tracking, and using a VPN breaks offer rules.
* **Different device or account**: offers must be finished on the device and account where they were started.

## Where to send your users

Link users to [offerzy.io/rewards](https://offerzy.io/rewards) from your reward history or help center. It explains these reasons and how to report a missing reward with the right details: their user ID on your site or app, the offer name, the completion date and screenshots.

<Note>
  Your users' balances and withdrawals are managed by you. We review the conversion with the advertiser, and if it's confirmed, you receive the postback as usual.
</Note>


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