What you can do Before contacting support
Before reaching out to support, please ensure you’ve followed these steps to troubleshoot any issues with missing rewards:
Wait the required time: Some rewards may take up to 48 hours (or more, depending on the partner) to reflect in your account. Make sure to wait the full time before checking your rewards.
Review offer conditions: Double-check the rules or conditions for the reward you’re expecting. Did you meet all the requirements, such as completing a task or making a purchase within the timeframe?
Ensure VPN and tracking settings: Rewards are not tracked correctly if you had a VPN enabled during gameplay or purchases. Make sure you had app tracking enabled throughout the process, as tracking is necessary to log your activities.
Use the latest app version: Verify that you're using the most up-to-date version of the Benjamin app. Sometimes, app updates fix issues related to tracking and reward logging.
Game installations: If you’re earning rewards through gaming, confirm that the game was downloaded from within the Benjamin app and that you are a new user for that specific game. Previous downloads may disqualify you from earning rewards.
Double-check payment/account details: For cashback offers, make sure your linked accounts are set up correctly and that transactions have been processed on your bank's side.
If you’ve gone through these steps and the issue persists, proceed to the next section for contacting the relevant support team.
Diamond Den reward issues
Our partner in Diamond Den is KashKick. If you have experienced issues with Diamond Den games or rewards, you can reach out to their support team at: support@kashkick.com
Contact Benjamin customer support
A great first step is to check our Help Articles, available in the app
(Profile → Customer support→ Search for help) or at Benjamin Help Center.
You can also contact our customer support in Benjamin app through
Profile → Customer Support → Contact us.
When you contact us, you’ll be guided through a series of questions to help us understand your issue better. Our customer support agents may follow up by asking for additional information to ensure we can address the issue accurately.
If you are contacting about reward issues, we will be asking you to provide the following screenshots / information:
Screenshot showing the installation date of the app (for gaming rewards)
Screenshot of the offer page related to the reward
Screenshot of the game, including relevant task details (e.g., the level you achieved)
Name of the game or offer
Missing amount
Brief description of the issue
How to check your game installation date
iOS:
Open the App Store and tap your avatar (top-right corner).
Select Purchased and open My Purchases.
Find the game in your download history to see when it was installed.
Android:
Open Google Play Store.
Search for and install App Usage—Manage/Track Usage by App Usage Tracker.
Open the app and navigate to Manage Apps.
Select the game to view installation details and usage statistics.