Troubleshooting ad issues

Resolving Ad Issues in the Game

Optimal Gameplay on Facebook

Playing on Facebook Games Platform:

• Recommended Platform: To ensure the best experience, we encourage playing our game through the Facebook Games platform as intended.
• Addressing Potential Issues: Playing the game outside Facebook may result in unresolved issues our Support team cannot rectify.

Ad Availability Limitations:

• Regional and Profile Variations: Ad availability differs based on location and profile settings, impacting certain features like the Lucky Wheel or +5 cards.
• Facebook's Influence: The availability of these features relies on ad availability through Facebook, outside our control.

Ad Return Timeframe:

• Expected Ad Availability: Ads usually reappear within 4 to 12 hours after a temporary absence.
• Potential Extended Blocks: In some cases, players might face longer ad unavailability periods.

Troubleshooting Steps

Desktop Troubleshooting:

1. Hard Refresh: On the Facebook website, perform a hard refresh by pressing Ctrl+F5 to reload the page without using cached data.
2. Internet Stability: Ensure a stable internet connection.
3. Ad Blocker Check: Verify and whitelist Facebook in browser ad blocker settings.
4. Browser Switch: Attempt using a different browser if the issue persists.

Apple Mobile Device Troubleshooting:

1. Facebook App Update: Ensure the Facebook app is updated for optimal functionality. Guide here
2. Internet Connectivity: Connect to a reliable Wi-Fi or data network.
3. App Reopen: Close and reopen the app. Guide here
4. Device Restart: Perform a device restart for troubleshooting.

Android Mobile Device Troubleshooting:

1. Clear Cache: Clear the Facebook app data cache via Settings > Apps > Facebook > Storage > Clear Cache.
2. App Update: Update the Facebook or Facebook Lite app. Guide here for FB app and Guide here for FB Lite.
3. Network Connectivity: Ensure a stable Wi-Fi or data network connection.
4. App Reopen: Close and reopen the app. Guide here
5. Device Restart: Restart your device for troubleshooting purposes.

Additional Considerations:

• Settings Impact: Issues may arise due to custom settings or feature limitations set by yourself or others.
• Feature Availability: Certain features might not be universally accessible or might be under Facebook's restriction.
• Reporting Issues: If problems persist, report bugs or issues through the respective channels provided on different devices.

Here is how you can report issues with ads directly to Facebook:

1. Click on the top right corner where you'll find a drop-down arrow resembling a triangle.
2. Select "Help & Support."
3. Then, choose "Report a problem."
4. A new pop-up will emerge; opt for "Something went wrong."
5. In the dropdown menu that appears, select "Ads," just as shown in the screen capture below.

Below you have an example of details you can share with Facebook once you make the report.

Please also read: Why you may be blocked from using features on Facebook