How to Contact Moonetix Support

How do you contact Moonetix Support?

If you have a Moonetix publisher account, open your dashboard and click Chat with us (under Need help? in the sidebar, or the round chat button in the bottom-right corner). The team answers in that chat as Moonetix Support and also emails the reply to your account address. If you cannot log in, use the form at moonetix.com/contact, and if you earn on a site that uses the Moonetix offerwall, report a missing reward at moonetix.com/missing-reward.

The old ticket pages at /support were replaced by the chat in October 2026. Links to them in older emails still work: they open the chat on your dashboard. Everything below was checked against the live site on November 4, 2026.

Every Moonetix support channel at a glance

Pick the channel by who you are and what you need. They all reach the same team.

Those reply times are what the pages themselves say, not a guarantee. A question that needs an answer from an advertiser, such as a disputed conversion, takes longer.

Using Chat with us in the dashboard

The chat is on every page of your dashboard. When you open it, the Home tab greets you by username and asks “How can we help?”. From there you can:

• Search for help. The search box looks through Academy articles, the integration docs and a few help pages, and labels each result Academy, Docs or Help. Before you type, it shows Popular articles. If nothing matches, it offers Ask our team instead.
• Send us a message. This opens a conversation with Moonetix Support. If you already have an open conversation, the button reads Continue the conversation, and new messages go to that one.
• Read your history. The Messages tab lists your conversations, newest activity first, with a red dot when there is an unread reply. Messages you sent through the public contact form from your account email show up here too.

Once you send the first message, the chat confirms that you will get replies in the chat and in your email, and shows the address it will use. Each reply email has an Open the chat button that takes you back to the conversation.

What you can send in the chat

On a computer, Enter sends and Shift+Enter starts a new line. Images are converted to WebP and scaled so the longest side is at most 1,600 pixels, so crop a screenshot to the part that matters before you send it, and the text stays sharp.

When a conversation closes

If the team answers and you do not reply for 7 days, the conversation closes. You can still read it; to ask something new, click Send us a new message. Images in a closed conversation that has been quiet for 90 days are removed and show as “Image removed after 90 days”; the text stays.

When to use the contact form instead

Use moonetix.com/contact when you cannot use the chat: you are locked out, your account is not created yet, or you are not a publisher. The form starts with I am and four choices:

• A user: “I earn on a site or app with the Moonetix offerwall”. You pick what happened, such as “I completed it but got no reward”, and add the site, your user ID, the offer name and the date.
• A publisher: “I run a site or app with the offerwall”. Topics are Integration and postbacks, Earnings and payouts, Publisher application, Account and login, and Something else.
• An advertiser: “I want to advertise on Moonetix”. Advertising works through custom integrations agreed with the team, so this is where that conversation starts.
• Something else: partnerships, press, privacy or a general question.

Every field is required, the message needs at least 20 characters, and a quick security check runs before Send message unlocks. The answer goes to the email address you enter. If you write from the email on your Moonetix account, the conversation also appears in your dashboard chat once you log in again.

What to send so support can help on the first reply

Most back-and-forth comes from a missing detail. Collect these before you write:

To take a screenshot, Google’s Android help page says to press the Power and Volume down buttons together, and Apple’s screenshot guide says to press the side button and volume up button together on iPhones with Face ID. Before you send it, cover anything secret on the screen, like a postback secret key or an API key.

Before you write about a single missing reward, check the data you already have. How to read your dashboard and reports explains each report, Handling missing reward tickets walks through a user’s complaint step by step, and How to resend a failed postback covers the most common fix you can make yourself.

If you are a user of a site with the Moonetix offerwall

Moonetix runs the offerwall, and the site or app you use pays your rewards. The Missing a reward? page puts it plainly: your balance, cash-outs and your account on the site are handled by that site, and Moonetix handles a reward still missing after 24 hours, a reward rejected or reversed by mistake, and an offer that does not work.

The fastest way to report is Report on the offer in My offers on the wall. It opens the form with your user ID and the offer filled in. Most rewards arrive within minutes and some take up to 24 hours, so wait that long first. Offer not credited? Why rewards go missing lists the usual causes, such as an ad blocker, a VPN, or not being a new user of the app.

What Moonetix Support never asks for

Real support works in writing, in the dashboard chat and by email. Reply emails come from noreply@moonetix.com with support@moonetix.com as the reply address. Support may ask for your username, your account email or an App ID, because none of those lets anyone into your account. Support never asks for:

• your password, or a 6-digit code from a Moonetix email (why account changes need a code explains what each code protects);
• your postback secret key, link hash salt or API key;
• a wallet seed phrase, a private key, or a “test” transfer;
• money, crypto or gift cards to release a payout or speed up a review;
• remote access to your computer.

The FTC’s page on business impersonator scams warns that scammers ask you to pay with gift cards, cryptocurrency or a wire transfer, “which no honest business will do”. CISA’s guide to recognizing and reporting phishing adds the habit that matters most: do not use the links in a suspicious message; go to the company’s website yourself. For Moonetix, that means typing moonetix.com and asking in Chat with us.

Getting a faster, better answer

1. Search for help in the chat first. Many setup questions are answered by a docs page, such as the postbacks or testing guides.
2. Keep one problem per conversation, and continue it instead of starting a new one, so the history stays together.
3. Lead with the IDs, then describe what you expected and what happened.
4. Add one cropped screenshot rather than several full screens.
5. Say what you already tried, such as a test postback or a fresh login.
6. Reply in the same conversation within 7 days if the team asks for more details, or it closes.

Frequently asked questions