# When something does not work

> Plain-language checks for the most common problems, and who should look at each one.

Source: https://dashboard.adquest.batriders.ir/docs/dashboard/troubleshooting · Audience: Publishers · Section: Help

## Quick checks

| What you see | Check | Who |
| --- | --- | --- |
| People cannot open AdQuest | The platform shows Live: approved, with the Quests switch on. A Secret Key is generated (Connection, Keys) and saved on your server. | You, then your developer |
| The platform stays In review | Review usually takes a day. If it says Rejected, choose See why, fix the listing and save it. | You |
| A quest does not appear | The quest is Live and within its dates. The person is in its audience, its budget and limits are not used up, and they have not finished it already. | You |
| A published theme change is missing | You chose Publish and Theme Studio says Live theme is up to date. Your developer has no override in code. | You, then your developer |
| AdQuest is blank or shows an error in your app | Open the platform’s Connection tab and read Problems this week. Send the details to your developer. | Your developer |
| A reward did not reach someone | Find the person on the platform’s People tab and open their activity. Rewards you deliver yourself also show under Reward notices. | You, then your developer |
| A payment did not go through | Open Rewards and credits, then History, and check the status. Open Receipt and keep its Reference. | You, then support |

## Contact support

Include your platform name, the quest name, roughly when it happened and what you expected. Never include a Secret Key or a password.

- [Contact support](https://dashboard.adquest.batriders.ir/support?new=1): Open a ticket from the dashboard.