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tubemice

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Reply with quote  #1 
hi guys, 7 months ago I was wrongly treated by Chartboost
They said my apps got abnormal player activity and suspended my payment

I replied 3 mails to them but no response at all until I send mail to Nate Barker at chartboost the problem solved their publisher review team sent me a mail to apologize

And I can't believe after 7 months 6 hours earlier they suspended my account including logging to the website with the very same, vague reason!

I replied to their mail and sent every evidence that can prove my user base to them instantly and I don't know how long this time can be resolved

To be honest Chartboost really made me very disappointed, I wonder maybe I need to take a full network switch...

What's your guys' experience or opinion on this? Thanks
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Roman

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Reply with quote  #2 
Are you sure that you didn't cheat? Did you click ads, install games or asked your friends to do it?
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tubemice

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Reply with quote  #3 
No I'm not cheating at all unless someone I don't know is setting me up but that's kind of not possible to happen,  and I didn't change any game logic and behavior since the last time they cancelled my suspension

The only reason I can guess is that in my game,

if user encounter frequent game over in my game, they would see ads at every game over screen,

if one player lose many times in a game session,  they might seen many ads, like, let's guess, 7~8 times, maybe that's the reason Chartboost flag it as alert

I don't know the true reason since Chartboost never explained, I don't expect them to explain this time, all I can do is two things right now:

1. keep sending them emails about the report file & snapshot from my google play console, showing them my real player base stats, that's how I do last time

and last time when I contact Nate Barker at Chartboost, the problem solved quickly (without contacting him their team never respond to me)

2. making in-game interval between each ad, making it less frequent to display, and maybe switch to another network to see the result

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tubemice

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Reply with quote  #4 
Guys there is new update of this issue, to me it's even more ridiculous news:

The publisher review team at Chartboost replied to me earlier this morning, and they changed the reason for suspension, this time they said because my account was connected with other fraud account they've found, so my account was also suspended

I immediately replied to them claiming this is nonsense because I only have one account on Chartboost, but obviously proving this point, is near impossible, How can I prove I only have one account on Chartboost?

On the other hand, they just hide all detailed info to me, also if I'm not remember wrong, on google play, if someone has opened multiple account and google want to ban his latest one, the reason would be "Prior Violation"

On my case, the first time Chartboost told me is that there is "abnormal activity" in my account, here's what they said in the first mail last Friday:
[image]

There is no any description about "prior violation" or" connection with other fraud account"

Then after I sent them the report file from Google play console, they changed the suspension reason to "connection to other account"

[image]

Quite weird huh?

It sounds to me like they just toss the first suspension reason, ok it didn't work, so they threw the second excuse
anyway there's always a catch and they're the boss huh?

I wonder what if I can prove I only have one account, will they find a third new reason?

To me the only two things I can do now is to:

1: Keep sending mails/ arguments to more people at chartboost, maybe the hope to resolve this is nearly zero, but still have to try
2: Like Martin already stated, switch to more ad networks

Will update you guys when there is something new, thank you
And by the way, by the time they suspended my account ,there is about $700 in it, and the stats are growing this month
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Hello World v.2

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Reply with quote  #5 
You also could try to get a VPN with a fixed ip.
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tubemice

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Reply with quote  #6 
Thanks Hello World v.2

I use VPN almost everyday coz I live in Shanghai, China (the great fire-wall internet block you know)
but VPN here is not very stable so next time I will try to use a fixed ip (problem is VPN company often changes their ip)

to me what Chartboost did is very frustrating to me, just like Martin already stated long ago, small indie developers got very little(or none) to defend
so never put all eggs in one bucket

It is confirmed that the more streams you generate revenue from all over places, the safer your revenue flow would be
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Crichton333

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Reply with quote  #7 
Didnt you say in a couple of threads that you use Appodeal. Doesnt the Appodeal SDK control Chartboost requests ?
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tubemice

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Reply with quote  #8 
Hi Crichton, yes it contains Chartboost, I understand what you mean, hmmm, let me think about it
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GeoWhere

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Reply with quote  #9 
That's upsetting. I had the same experience with revmob, they never gave me any explanation, just told me I had suspicious activity.

Nothing I could but to move to a new publisher. These days I focus on admob, startapp and chartboost, in that order.

All the best and good luck
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Martin

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Reply with quote  #10 
Hey TubeMice. Happy new year man [smile] I hope you have a great 2016 and lots of success.
Sorry for the late reply, I've been very busy again this week. I seen your email but wanted to reply here instead so the community can also see.

It's a huge shame about your chartboost account, im very sorry to hear this. As you mentioned above, its super important in this industry to spread your risk across multiple accounts, multiple games, multiple ad networks, and multiple monetization strategies (IAP, static ads, reward video ads etc).
 
Its always good to chat with other devs about these things because it helps a lot. Many other developers face similar problems. The issue with mobile games is that our money is made through the app stores and ad networks. Apple / google and the other companies control their stores and can kick off developers at any time. So its important to always have some kind of back-up or multiple revenue stream strategy.

I hope things get fixed with your chartboost account. We are using applovin.com ads too which is going well so I do recommend them. Also we're now getting unityads in our new game and I'll let you know how it goes.

By the way, I didn't know you were based in Shanghai. Cool. Which area do you live in? I might be able to see your apartment from my window lol.

Chat soon
Martin
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iEpic

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Reply with quote  #11 
This happened to a friend of mine a few months ago, and they said the same thing they did to you.

He had over $3,000 in his earnings when they did that.

I wonder if chartboost just pockets the $3,000 or do they actually refund the game companies who were paying for ads. (lol)

This isn't the first time I've heard stories like this from them, and I try to learn from other peoples mistakes.

All it takes is for you to click on one of your own ad, ( I know it's tempting ) but as soon as you do that, they can shut you off and keep all your earnings because you violated the terms, and it says they can do that.

I used to love chartboost until they removed the minimum bid limit feature.
I used to get $3-$8 installs and make way more money.
Now I constantly get $0.50 installs, which is complete crap.

Does anyone know of any other ad networks that pay $3 or more for installs??
I'm ready to try something new.

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nsoud2008

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Reply with quote  #12 
hi man this is happened to me too, is your problem solved, and pleas can you post or send me Nate Barker email so i contact , thank you very much
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asktolik

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Reply with quote  #13 
Hey , this guy not work already in Chartboost , anyway Chartboost suspend daily account and simply they decide not invest too much time in indie developers accounts.

Only in the moment they start loose money because more and more developers will be aware about there policy and people stop use them , it's can chnage , it's will heppend in the end , meanwhile only what you can do it's like me post about it like in my article

http://asktolik.com/blogs/best-aso-optimization-techniques-tips/i-not-scammer-the-real-story-about-applovin-and-chartboost-suspsend

I talk already with dozens managers in Chartboost even meet personally in some event , very nice guys , but they can't help , only publisher review team deside , i guess publisher review team is 2-3 people who simply get notifictions about strange activity and after 1-2 min of checking deside who suspend and who not , basicly i can today suspend everyoone account , can ask 5 people download ad's from somebody game or app and the account will suspend , not worth all of you time try reactive your old accounts.

Chartboost already loose because my post so much money , i get every week 2 emails also from big companies who saw my story and going avoid use them like advertiser and publisher. i even send them , but they simply not care :-)



  

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