If you experience an ad failing, for example, by freezing, showing a black/white screen or similar issues - please re-start your device and WiFi.
If that won’t help, we need to investigate the issue further. We will try to locate the ad and the provider of the ad.
If this happens. Please do the following:
- Take a screenshot of the video ad (if possible)
- Right after seeing the ad, open the Settings menu in Subway Surfers (if it has been necessary to close the game, do this as the first thing when you open it again)
- Tap the game version displayed in the lower right corner. This will copy all the information we need to the clipboard on your device.
- Paste the information to an email and attach the screenshot
- Reach out to the team by clicking on the 'Contact us' button below.