The Short Answer
BitLabs handles its own reward disputes, so the fastest route is to report the problem inside the BitLabs wall itself rather than waiting on anyone else:
- Open BitLabs from your offer list
- Open the menu icon at the top-left of the wall
- Choose Reward History
- Find the offer or survey, press View Details, then Report a problem
If you hit an error during a survey rather than afterwards, BitLabs also shows a Report a Problem option on the error screen itself. Use that one - it carries the session information automatically.
Before you report anything, check the timing. A large share of "missing" BitLabs rewards are not missing at all - they are pending. Reporting a reward that has not had time to arrive usually just means waiting twice.
Check These Four Things First
Most reports that get closed without a payout fail on one of these, and all four take under a minute to rule out.
1. Has enough time passed?
Survey rewards are usually quick, but offer rewards go through the advertiser first. Depending on the offer, crediting can take up to two weeks. If an offer is still uncredited after 30 days, it has almost certainly failed the advertiser's review rather than gone astray.
Short version: give a survey a few hours, give an offer a couple of weeks, and only then treat it as missing.
2. Was it a completion or a screenout?
Surveys have two failure modes that feel identical but are not. A screenout means you answered the qualifying questions but did not match the study's target profile - that is normal, happens to everyone, and generally pays a small consolation amount rather than the full reward. A completion that was not credited is a genuine fault worth reporting.
If you were dropped out partway through the qualifying questions, you were screened out. Reporting that as a missing reward will not produce a payout.
3. Were you on a VPN or proxy?
Surveys and offers are matched to your country. If your IP address says one country and your profile says another, the completion is normally rejected outright and support cannot override it. This is the single most common unrecoverable cause. See our VPN and proxy policy.
4. Did you have the app already installed?
For app and game offers, an install that existed before you clicked the offer link cannot be attributed to you. Nothing can be done about this after the fact, which is why the safest habit is to uninstall first and reinstall through the offer.
What to Include in the Report
Whether you report inside the wall or through the BitLabs support portal, the same details decide whether your case can be resolved:
| What to send | Why it matters |
|---|---|
| The offer or survey ID | The single most important item. Without it, support cannot locate your session |
| Date and approximate time | Narrows the search when the ID is unavailable |
| A screenshot of the completion | The in-game confirmation, receipt or completion screen |
| Your username on Shark Earnings | Lets the reward be matched back to the right account |
If you use the BitLabs support portal rather than the in-wall form, select "BitLabs Offers" from the dropdown so the ticket reaches the right team, and attach the screenshot before submitting.
How to Find the Offer ID
On Shark Earnings, open your transaction history and locate the entry for the offer. The description shows which partner supplied it - entries beginning with BitLabs are the ones BitLabs handles. Inside the BitLabs wall, Reward History shows the same activity with the reward IDs attached.
If the offer never appeared in your history at all, it did not track, and that is a different problem - our tracking troubleshooting guide covers it.
What We Can and Cannot Do
It is worth being straight about this, because it saves everyone time.
When BitLabs confirms a completion, they send us a postback and we credit your balance - usually within seconds. If no postback arrives, there is nothing on our side to release: we never received the confirmation. That is why a dispute has to start with BitLabs, not with us.
What we can do is check whether a postback arrived and was rejected on our end, which occasionally happens and is entirely fixable. If BitLabs tells you the reward was sent but your balance never moved, open a ticket with us and we will check the log.
If BitLabs Does Not Reply
Offerwall support queues vary. If you have had no response after a couple of weeks, resubmit once with the same details rather than opening several parallel tickets - duplicates tend to slow a queue rather than speed it up.
If the advertiser has genuinely rejected the completion, no amount of follow-up will change it. That is frustrating, but it is also why the four checks above matter: they are the difference between a case that can be won and one that cannot.
Frequently Asked Questions
How long should I wait before reporting a BitLabs reward?
A few hours for a survey, up to two weeks for an offer. After 30 days an uncredited offer has almost certainly been rejected by the advertiser rather than lost.
I was disqualified from a survey. Can I get the full reward?
No. A screenout means you did not match the study's target profile, which is normal and not a fault. Most screenouts pay a small consolation amount instead of the full reward.
Does Shark Earnings decide whether BitLabs pays?
No. BitLabs and the advertiser confirm the completion and send us a postback; we credit your balance when it arrives. Disputes about whether a completion counted have to go to BitLabs.
What if BitLabs says they paid but my balance did not change?
That is worth reporting to us. Open a ticket with the offer ID and the date, and we will check whether a postback arrived and what happened to it.
Can I report the same offer twice?
Resubmitting once after a long silence is reasonable. Opening several tickets for the same offer generally slows the queue rather than speeding it up.
Is BitLabs legit?
Yes. BitLabs is an established survey and offer provider used across many reward platforms. Like every wall, it rejects completions that fail advertiser checks - which is what most disputes turn out to be.
Related Reading
For the general version of this problem across every partner, see what to do if a reward is missing and why an offer did not track. To understand how the different walls compare, read the Offerwall Bible.
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