Use the ticket system
The Support Center is the only channel that reaches someone who can actually see your account and act on it. It is private, it keeps a record, and it routes your message to the right place. Public chat cannot do any of that.
Pick the category that matches your problem - the form then asks for exactly the details that case needs:
- Missing Reward - an offer, survey or task that did not credit
- Cashout Issue - a withdrawal that failed, was rejected, or has not arrived
- Account Issue - access, verification, or account standing
- Bug Report - something on the site is broken
- Feature Request - an idea for the platform
- Other - anything that does not fit
Response time: typically 1 to 5 business days, often faster. Tickets are answered in order. Opening a second ticket about the same problem does not speed anything up - it moves you to the back of the queue with a new number.
Before you write: two things worth checking
Both of these are timing rather than faults, and both account for a large share of tickets:
- Withdrawals are processed within 24 hours. Most are done in a few hours, but verification requirements, volume and account activity can stretch it. If it has been less than a day, it is very likely still in the normal queue.
- Rewards can take time to arrive. Partners confirm completions on their own schedule and some hold conversions before reporting them. See what to do about a missing reward first.
The one thing support cannot do
If more than 24 hours have passed since you completed an offer and it never credited, the offer partner has to verify it, not us. We do not have access to their tracking data, so there is genuinely nothing to credit manually - the record does not exist on our side.
In that situation the ticket form points you at the right provider so you can contact them directly. Shark Earnings works with many offerwall and survey partners, including Adscend Media, AyetStudios, BitLabs, CPX Research, Lootably, TheoremReach, TimeWall and Torox. Have these ready when you write to them:
- The exact offer name
- The date and approximate time you completed it
- A screenshot proving completion, if you have one
Full detail is in why an offer did not track.
What to include in a ticket
A ticket with the details attached usually gets resolved in one reply. A ticket saying "my reward is missing" needs three or four exchanges before anyone can even look. Include:
| For | Include |
|---|---|
| Missing reward | Offer or survey name, provider, date and time, amount expected, screenshot |
| Cashout issue | Method, amount, the date requested, and the recipient address you entered |
| Account issue | What you were doing, what happened, and any exact error text |
| Bug report | Device, browser, the page, and the steps that reproduce it |
Never send your password. Support does not need it and will never ask. Anyone who does is not staff, whatever their name looks like - see the account security tips. Official contact only ever comes through the ticket system or an address ending in @sharkearnings.com.
Where not to ask
Do not post account problems in the community chat. It exposes your details publicly, it marks you as a target for the fake-admin scam, and nobody reading the channel can resolve it anyway.
The community is genuinely good for general questions though - which offerwalls pay well, whether a game offer is worth the time, how the race works. Save the tickets for things only staff can see.
For data protection requests specifically - access, correction or deletion of your personal data - write to [email protected] rather than opening a ticket. See how your data is protected.
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