If you are using an ad blocker, please disable your ad blocker and try again.
If videos still don't play after disabling your ad blocker, please check the following items.

The message "rewardedAd.showError" is displayed.

This error may occur because there are temporarily no more ads available for serving.
In this case, please wait for a while until the ads can be served again.

It stops at the "Loading ads..." screen.

If tracking is not allowed, video ads may take longer than usual to load.
Follow the procedure below to verify that tracking is allowed (i.e., you have not opted out of personalized ads).

• For iOS
  Go to [Settings] => [Privacy] => [Tracking] => [Allow Apps to Request to Track] and turn on [GeoSmile].
• For Android
  Go to [Settings] => [Google] => [Ads] and turn off [Opt out of Ads personalization].

In addition, it may take more than 1 minute to load a video if you are experiencing mobile connection speed limitations or are connected to a slow Wi-Fi connection.

It may take some time to play video ads depending on the circumstances of the advertising provider.

If your problem persists, please try these steps for resolving problems.

The message "The ad could not be loaded. Please try again after a little while" is displayed.

Please check your internet connection and wait a little while before trying again.

If you are using developer options on Android, please disable them and try again.

If your problem persists, please try these steps for resolving problems.

Ads are stopping or freezing midway.

If the video ad stops or the entire screen freezes in the middle of playing an ad, the ad may be the cause.

If this problem occurs repeatedly, try resetting your ad ID because this may lead to an issue with displaying the same ads.

Steps for resolving problems

Try the following steps.

Force Stop GeoSmile

• For iOS
  Exit the app from the App Switcher (Task List).
• For Android
  Go to app configuration -> [Apps & notifications] -> [App info] -> [GeoSmile] -> [Force stop].

Restart your smartphone

Allow apps to request to track

*For iOS
Go to [Settings] -> [Privacy] -> [Tracking], turn on [Allow Apps to Request to Track] and [GeoSmile].

After trying the above steps, wait a while to see if the problem resolves itself.

If the problem persists, please try resetting your advertising ID.

Reset your advertising ID

For iOS

Go to [Settings] -> [Privacy] -> [Tracking] and turn off [Allow Apps to Request to Track] and then turn it on again.

For Android

1. Tap [Settings] -> [Google] -> [Ads] -> [Reset advertising ID].
2. Go to [Settings] -> [Google] -> [Ads] and turn off [Opt out of Ads personalization].

After trying the above procedures, wait a while to see if the problem resolves itself.

If the problem persists, there may be a problem with the ad. Please use our Contact Us form to send us a screenshot of the last screen with the ad (the screen with the x button).