Video Ad Issues

The ads in our games are provided by third party ad networks the games connect to. As the ads come from these networks, Concrete Software does not control aspects of the ads like their length, content, format, or which players see which particular ads. If you're running into issues with ads in the game such as not being able to get an ad to load when requested, you can try the steps below.

1. Ensure you have a strong and stable Internet connect. Internet is required to load the ads, so connection issues can prevent them from being available. A strong Wifi signal is recommended, but you can also try toggling between cellular data or wifi networks to see if that helps.
2. If you use a VPN, Ad Blocker, Antivirus Software, or Security Software on your device or network, it's possible these are blocking network traffic from the game. You can try turning these options off to see if that helps.
3. Try restarting the game and your device and clearing the game's cache (but not the data). Sometimes restarting and refreshing these can help. Not all games on all platforms support clearing the cache, but if the option is available you would find it in your device's main settings app. You can find the game in the list of app settings there, and the option is usually under Storage or Data Management for that game.

If you are running into issues with particular ads, such as not being able to close a particular ad, we potentially may be able to block it. Support would require some information about the ad for our team to investigate.

1. A screenshot of the ad showing the name of the product being advertised.
2. A message sent using the game's help or contact button shortly after having seen the ad.

If you are playing on Apple platforms, Ad Tracking will also need to be enabled when having seen the ad and sending a message for us to track down the ad. To do this:

1. Open your device's main settings app.
2. Tap on the game's settings in your app list.
3. Make sure "Allow Tracking" is turned on.