The Short Answer
Torox runs its own missing-reward process inside the wall. You do not email anyone - you file a claim against the specific offer:
- Open the Torox wall from your offer list
- Go to the My Activity tab
- Find the offer and press Apply for Missing Reward
- Fill in as much detail as you can and attach your screenshots
Expect a reply within roughly seven business days. Torox also publishes a missing-reward page on their own site with a contact form at the bottom, which is the fallback if the in-wall form is unavailable to you.
The claim form has conditions, and most rejected claims fail on them rather than on the evidence. Check all three below before you submit - it takes a minute and saves a week.
The Three Conditions
1. The offer must still show as "Clicked"
Torox only accepts a missing-reward claim while the offer carries the Clicked status in My Activity. If it shows anything else, the claim form will not help you - the offer either already resolved or was never registered to your account in the first place.
If the offer does not appear in My Activity at all, it never tracked. That is a different problem, and our tracking guide covers it.
2. At least 24 hours must have passed
Claims filed sooner than 24 hours after completion are premature. Many rewards land inside that window on their own, and a claim submitted early simply gets closed. Wait the day out first.
3. You must have finished inside the offer's time window
Every Torox offer carries a completion deadline. The default is 30 days unless the offer description says otherwise - and plenty of game offers say otherwise, with milestones that must be reached within 60 days or less.
This one catches people who come back to an old game weeks later. If you passed the deadline, the reward was never owed, and no claim will recover it. Read the deadline before you start an offer, not after.
What to Send With the Claim
| What to include | Why it matters |
|---|---|
| The offer name and reward value | Identifies exactly which claim you are making |
| Your user ID | Ties the claim to the right account - without it nothing can be matched |
| Screenshots proving completion | The in-game level screen, receipt or confirmation email |
| Date and time of completion | Lets support find the session in their logs |
If you use the form on the Torox website rather than the in-wall one, select "I'm a user" so the ticket routes to user support rather than to their publisher team.
Why Torox Offers Fail to Credit
Torox carries a lot of multi-milestone game offers - reach level 30, reach level 60, and so on. That structure creates its own failure modes worth knowing about.
- A pre-existing install. If the game was already on your device before you clicked the offer, no milestone will ever credit. Uninstall first, then install through the offer link.
- VPN or proxy. Offers are geo-matched. A mismatched IP address is normally an outright rejection that support cannot override - see our VPN and proxy policy.
- The milestone was not actually reached. Some offers require a level within a time limit, or a specific in-game achievement rather than a level. Re-read the milestone wording before claiming.
- Partial progress. On a multi-level offer, earlier milestones crediting while later ones do not is usually normal - the later ones are still pending, not lost.
What We Can and Cannot Do
Being straight about this saves time. When Torox confirms a milestone, they send us a postback and we credit your balance, usually within seconds. If no postback arrives, we have nothing to release - we never received the confirmation. That is why a dispute starts with Torox rather than with us.
What we can check is whether a postback arrived on our side and was rejected, which happens occasionally and is fixable. If Torox tells you the reward was approved but your balance never moved, open a ticket with us with the offer name and date, and we will look at the log.
Frequently Asked Questions
How long does Torox take to answer a missing-reward claim?
Around seven business days. Filing the same claim repeatedly does not speed it up and usually slows the queue.
My offer is not in My Activity at all. What now?
Then the click never registered, and the claim form cannot help. This is a tracking failure - usually a pre-existing install, an ad blocker, or a VPN. Start with our tracking troubleshooting guide instead.
How long do I have to complete a Torox offer?
Thirty days by default, but many offers set their own shorter deadline - some game milestones require completion within 60 days, others much less. The offer description is authoritative.
Some milestones credited but the later ones did not.
That is usually normal on multi-level offers. Later milestones credit as they are confirmed, which can lag behind your in-game progress. Give it 24 hours before treating it as missing.
Can Shark Earnings force Torox to pay?
No. Torox and the advertiser decide whether a completion counts. We credit your balance when their confirmation reaches us. We can check whether that confirmation arrived, which is worth asking about if Torox says it was sent.
Is Torox legit?
Yes. Torox is an established offerwall used across many reward platforms, and it is one of the largest sources of completed offers on Shark Earnings. Like every wall, it rejects completions that fail advertiser checks.
Related Reading
For the general version of this problem, see what to do if a reward is missing. If another wall is involved, we have a guide for BitLabs too, and the Offerwall Bible explains how the partners differ.
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