Troubleshooting Channels and dashboard
Every message and dead end you can meet between signing in and managing a channel is listed here, with what happened and what to do next. Find the message you see, or the thing that is not working.
Problems with links in an ad, notifications or your reliability score are on Troubleshooting links, alerts and reliability. Nothing on this page costs money, and nothing here depends on your plan unless a card says so.
Getting to the dashboard
These cards cover the moments when you ask for the Telegram dashboard, or a page inside it, and land somewhere else.
You are sent to the sign-in or email verification page
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Where you see it:
The website, when you open the Telegram dashboard, a channel's setup page or any other signed-in page.
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Plans affected:
Every plan.
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Why it happens:
You are signed out, or the email address on your account is not verified yet. Nothing was changed. If you were filling in a channel's setup page, anything typed after you were signed out was not saved.
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How to fix it:
Sign in again, or finish verifying your email. The page you asked for opens afterwards. If you are returned to the dashboard home instead, open the channel again from there. See signing in and verifying your email.
You are sent to the connect screen instead of the dashboard
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Where you see it:
The website, on every page of the Telegram dashboard. The launchpad is not affected.
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Plans affected:
Every plan.
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Why it happens:
The Telegram dashboard needs both a Telegram account and a real email address on your account. An account made with an email address has to connect Telegram. An account made by signing in with Telegram has to add an email address.
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How to fix it:
Complete the step the screen shows. You are then returned to the page you opened. Connecting Telegram and adding your email walks through both cases.
"Connect your Telegram to continue."
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Where you see it:
The website, as a red line under the link field on Add your channel, after you press Fetch & preview. The other wording is "Add your email address to continue."
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Plans affected:
Every plan.
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Why it happens:
The page was left open from before your account needed this step, and the account is not connected yet. No channel was added.
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How to fix it:
Open the Telegram dashboard again. The connect screen appears. Finish it, then add the channel.
The dashboard home and My channels
These cards cover the number tiles, the header and the My channels list on the Telegram dashboard home.
The number tiles or the header pills show a dash
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Where you see it:
The website. The four tiles on the dashboard home, or the reliability and wallet pills in the header of any signed-in page. On a phone, the menu shows no figures beside Reliability and Wallet. The greeting may also read "Welcome, there", and the Paid Promotions card may not name your side.
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Plans affected:
Every plan.
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Why it happens:
The figures or your account details have not arrived, or could not be loaded. A dash means no answer. It never means zero. Your channels, campaigns, balance and score are unchanged.
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How to fix it:
Reload the page. If the dashes stay for a long time, tell support the time it happened.
Free plan · new account The dashboard home when its figures did not load. 1 Each number tile shows a dash, which means no answer arrived, not zero. 2 The line "Couldn't load your channels — refresh to try again." stands where the list should be. Your channels are untouched, so reload the page.
"Couldn't load your channels — refresh to try again."
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Where you see it:
The website, on the dashboard home, in place of the My channels list. While the list is still on its way the line reads "Loading your channels…".
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Plans affected:
Every plan.
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Why it happens:
The list could not be loaded: a weak connection, a busy moment on the site, or you were signed out in another tab. Nothing happened to your channels. The page shows this line on purpose, so that a failed load never looks like an empty account.
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How to fix it:
Reload the page. If you are sent to the sign-in page, sign in. If the line keeps coming back, sign out and sign in again.
"No channels yet — add your first public channel to get started."
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Where you see it:
The website, on the dashboard home under My channels. The Connected channels tile reads 0.
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Plans affected:
Every plan.
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Why it happens:
This account has no channel in any of the four engines. Nothing is wrong.
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How to fix it:
Press Add a channel and follow Adding a channel. If you expected to see channels, check which account you are signed in to.
A channel you own is missing from My channels
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Where you see it:
The website, on the dashboard home.
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Plans affected:
Every plan.
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Why it happens:
The channel was never added or used on this account. Often it was added while you were signed in to a different account. A channel known only from an old Boost order can also drop off the list. Nothing was deleted.
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How to fix it:
Press Add a channel and add it. If the answer says the channel is already on Onflow Ads under another account, see that card under "Adding and verifying a channel" below.
A row shows a blank picture, no Channel ID or "Private channel"
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Where you see it:
The website, on a row in My channels and in its story pop-up. Missing figures show a dash. Pressing such a row opens the story pop-up, not a full page.
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Plans affected:
Every plan.
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Why it happens:
The channel reached your list through a Boost order or an Auto-Boost rule and was never added on Add your channel. It has no Channel ID, no picture and often no figures. A channel with no public @username is titled "Private channel". Nothing is wrong.
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How to fix it:
Press Add a channel and add it. It then gets a Channel ID, a picture and its own dashboard. Once a row has a Channel ID, pressing the row opens that dashboard, and the story button on the row opens the pop-up.
"Not in a flow yet"
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Where you see it:
The website, as a grey chip on a row in My channels.
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Plans affected:
Every plan.
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Why it happens:
The channel is on your account but is not used in any engine yet. A channel that was only sent for review on its setup page also shows this chip.
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How to fix it:
Open the channel and use one of the cards under Start something with this channel. The chip is replaced by one chip for each engine the channel joins.
There is no "Copy link" button, or a copy button reads "Press Ctrl+C"
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Where you see it:
The website. Copy link on a row in My channels, and every Copy button on a channel's own dashboard. The story pop-up has no copy button: it shows the link as text under Public link.
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Plans affected:
Every plan.
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Why it happens:
Copy link and Public link are shown only while the channel has a Paid Promotions listing that is on sale. "Press Ctrl+C" appears when your browser does not let the page copy for you. The link text is selected instead.
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How to fix it:
For a missing button, list the channel on Paid Promotions or put a paused listing back on sale. For "Press Ctrl+C", press Ctrl+C, or use the copy option in the long-press menu on a phone. If Copy link on a row does not react at all, open the channel's dashboard and use Copy there.
The channel story pop-up
These cards cover the pop-up that opens from a row's story button and shows the channel's latest campaigns.
"This channel hasn't run in a campaign yet. Start one in any engine and its story will appear here."
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Where you see it:
The website, inside the story pop-up. On the row itself the story button reads "No campaigns yet".
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Plans affected:
Every plan.
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Why it happens:
No campaign is on record for this channel in any engine. A Boost order appears in the story only when its link is the channel's public Telegram address.
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How to fix it:
Start a campaign in any engine. If you believe one already ran, open that engine's own page and check the channel named there.
"No money moved" or "— No reliability change" on a campaign card
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Where you see it:
The website, as chips on a campaign card inside the story pop-up.
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Plans affected:
Every plan.
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Why it happens:
"No money moved" shows on a Paid Promotions booking that is not completed yet, on a Boost order that was fully refunded, or when nothing changed hands. "— No reliability change" can show on a campaign that did change your score, because the chip is a summary. No money and no score change is lost.
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How to fix it:
For money, wait for the booking to complete and read the entries in your wallet. For your score, read Your ledger on the reliability page. The ledger is the record.
A line says older campaigns are on the channel's own page
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Where you see it:
The website, at the foot of the story pop-up, as a count followed by "older, on the channel's own page." There is no Open the full record button.
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Plans affected:
Every plan.
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Why it happens:
The channel has more campaigns than the pop-up shows. A channel with a Channel ID has an Open the full record button under the line. A channel without one has no page of its own to open. The older campaigns are not lost. They are on each engine's own page.
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How to fix it:
If the button is there, press Open the full record. If it is not, press Add a channel and add this channel. It then gets a Channel ID and a dashboard with the full record.
Adding and verifying a channel
These cards cover the Add your channel page: the link field, the Fetch & preview button and the panels that ask you to do something in Telegram.
"Enter a public Telegram link, e.g. https://t.me/yourchannel."
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Where you see it:
The website, under the link field on Add your channel. With an empty field the line reads "Enter your public channel link."
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Plans affected:
Every plan.
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Why it happens:
The text is not the address of a public channel. Common causes are a private invite link, a link to a post or a share page, or a name Telegram would not accept as a username. Nothing was added.
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How to fix it:
Paste the channel's public Telegram link or its @username. A private channel cannot be added.
"That channel isn’t public, or it doesn’t exist. Only public Telegram channels can be listed."
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Where you see it:
The website, under the link field on Add your channel. It is rare: a channel that cannot be found normally opens the amber panel Add our bot to verify your channel, with the sentence "We couldn't find that channel. Add @OnflowAdsBot to your channel as an administrator, then try again." On the Cross-Promotion pages the sentence ends "can be cross-promoted."
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Plans affected:
Every plan.
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Why it happens:
No public channel exists under that name. Nothing was added.
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How to fix it:
Check the spelling against the channel's link in Telegram. If the channel is private, make it public in Telegram first, then try again.
"This channel is already on Onflow Ads under another account. …"
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Where you see it:
The website, as a red line under the link field. The full message continues: "Connect your Telegram account in your account settings so we can confirm you are one of its administrators, then try again."
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Plans affected:
Every plan.
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Why it happens:
Another Onflow Ads account already has this channel, so we first need to confirm that you are one of its administrators. Nothing was added.
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How to fix it:
Connect the Telegram account that administers the channel on your account page, then add the channel again. If the other account is also yours, sign in to that account and use the channel there.
"You’ve already added that channel."
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Where you see it:
The website, on Add your channel, with the button Open this channel.
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Plans affected:
Every plan.
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Why it happens:
The channel is already on this account. It may have been added for you when you used it in Cross-Promotion, listed it on Paid Promotions or enrolled it in the Subscriber Exchange. It also appears when an earlier attempt worked but its answer never reached you. No second copy was made.
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How to fix it:
Press Open this channel to open its setup page, or open the channel from My channels.
"Onflow Ads doesn’t list channels about gambling, …"
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Where you see it:
The website, under the link field on Add your channel, or as a red message when you press Submit for review. The full message reads: "Onflow Ads doesn’t list channels about gambling, betting, casinos or lotteries, adult content, illegal drugs, weapons, scams, hacking or stolen data, fake documents, or terrorism. If you believe this is a mistake, open a support request quoting this channel."
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Plans affected:
Every plan.
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Why it happens:
The channel falls under a topic that Onflow Ads does not list. It was not added, or not sent for review. A draft and its saved fields stay as they are.
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How to fix it:
If this is a mistake, open a support request. Give the channel's link, its Channel ID if it has one, and one sentence on what the channel is about. The topics are explained in Prohibited content and the content check.
"This channel can't be used on Onflow Ads…"
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Where you see it:
The website, under the link field on Add your channel, or as a red message when you press Submit for review. The message continues: "If you believe this is a mistake, reply to the email we sent you about it, or open a support request quoting" a reference. It can name one service, such as Cross-Promotion, and can end with "Reason:" and a note from our team.
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Plans affected:
Every plan.
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Why it happens:
Our team has blocked this channel from Onflow Ads, or from the service the message names. Nothing was added or submitted, and no money is involved.
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How to fix it:
Reply to the email you received about it, or open a support request and quote the reference from the message. Adding the channel again does not change the answer.
"We couldn’t reach Telegram from our server right now. Please try again in a moment."
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Where you see it:
The website, under the link field on Add your channel.
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Plans affected:
Every plan.
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Why it happens:
Telegram did not answer us. Nothing was saved, and nothing you did was wrong.
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How to fix it:
Wait a little, then press Fetch & preview again.
"Too many attempts. Please wait a minute and try again."
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Where you see it:
The website: under the link field on Add your channel, and as a notice when you upload a channel photo. The ending can also ask for a longer wait.
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Plans affected:
Every plan.
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Why it happens:
The same action was tried too many times in a short period. That attempt was not carried out, and nothing else changed.
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How to fix it:
Stop, wait, then try once. The wait can be longer than the message says, so do not keep pressing the button.
"Network error — please try again."
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Where you see it:
The website, under the link field on Add your channel, and on a channel's setup page after Submit for review. Two related lines appear under the link field when no clearer answer arrived: "That doesn't look like a public channel." and "Add our bot to your channel as an admin, then try again."
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Plans affected:
Every plan.
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Why it happens:
Your browser could not reach the website, or the page did not load completely. Usually nothing was added or submitted. If the connection dropped after your action was sent, it may have gone through.
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How to fix it:
Check your connection, reload the page and try again. If you then see "You’ve already added that channel." or "This channel is already under review.", the first attempt worked.
The "Fetch & preview" button has disappeared
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Where you see it:
The website, on Add your channel, while a panel that asks you to do something in Telegram is open.
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Plans affected:
Every plan.
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Why it happens:
The panel has its own button that does the same job, so the page hides Fetch & preview until the panel closes.
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How to fix it:
Use the panel's I’ve done it — check again or Check again button. To bring Fetch & preview back, edit the link in the field.
"Add our bot to verify your channel"
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Where you see it:
The website, as an amber panel on Add your channel. The panel carries one of these sentences: "We couldn't find that channel. Add @OnflowAdsBot to your channel as an administrator, then try again."; "Only public Telegram channels can be verified — that looks like a group or user."; "Add @OnflowAdsBot to your channel as an administrator (with “Post Messages” and “Delete Messages”), then verify again."; or "@OnflowAdsBot is an admin but is missing the named right. Turn it on in the channel's admin settings, then verify again." When two rights are missing the sentence says "rights" and "Turn them on". Inside another product the same sentences end "then try again."
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Plans affected:
Every plan.
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Why it happens:
The name may be misspelled, the bot may not be added, the link may point to a group or a person, or the bot may lack a required right. Nothing was added yet.
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How to fix it:
- Check the spelling of the link.
- Press the panel's button to add @OnflowAdsBot as admin. Telegram opens.
- Choose your channel and confirm with Post Messages and Delete Messages switched on. Add the bot to the channel itself, not to its discussion group.
- Return to the website and press I’ve done it — check again. The button reads "Checking…" while we look.
- If the same panel comes back, read its sentence and the rights marked "!" again, give Telegram a few seconds, and check once more.
The full walk-through is in Verifying your channel.
"Your Telegram account is not an admin of this channel"
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Where you see it:
The website, as a panel on Add your channel. When Telegram can name the account, the heading starts with that @username. The panel says: "You must be an administrator of this channel to list it." The full sentence goes on to say that we checked the Telegram account linked to your Onflow Ads account, "and it is not one of the channel's admins. Make it an admin, then try again." The panel also confirms that @OnflowAdsBot already has every right it needs.
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Plans affected:
Every plan.
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Why it happens:
The bot is set up correctly, but the Telegram account connected to your Onflow Ads account is not one of the channel's administrators. This is common when you manage the channel from a different Telegram account.
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How to fix it:
Ask the channel's owner to make the named account an administrator, then press Check again. To see which Telegram account is connected, press See your linked Telegram. Nothing was added in the meantime.
The panel asks for a second account "as an admin with no powers"
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Where you see it:
The website, as a panel on Add your channel, the first time you bring a channel in. The panel names our reading account and asks you to add it, besides our bot, "as an admin of this channel with every power switched off." It adds: "It cannot post, edit, delete or invite anyone." Outside the panel the same request is one sentence that ends "Then check again.", for example "Also add our reading account to the channel as an admin with every power switched off. Then check again."
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Plans affected:
Every plan.
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Why it happens:
The bot is already an administrator with every right it needs. The reading account named by the panel is not an administrator of the channel yet. Nothing was added yet.
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How to fix it:
- Open your channel in Telegram and tap its name at the top.
- Tap Edit (the pencil), then Administrators.
- Tap Add Admin, search for the account the panel names and select it. Use Copy on the panel to copy its @username.
- Switch off every power on the screen that opens.
- Tap Save (the tick in the corner).
Then press I’ve done it — check again on the website.
Telegram opens but your channel is not in the list
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Where you see it:
The Telegram app, after you press the panel's button to add @OnflowAdsBot as admin.
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Plans affected:
Every plan.
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Why it happens:
Telegram decides which channels it offers in that list. We cannot see or change it. Nothing was added.
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How to fix it:
Add the bot by hand. Press Copy beside the bot's @username on the panel, open your channel in Telegram, go to Administrators and add it with Add Admin. If you cannot add administrators on that channel, ask its owner to do it. Then press I’ve done it — check again.
The setup wizard
These cards cover a channel's setup page: its three steps, Details, Pricing and Audience, and the preview beside them.
"Channel not found."
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Where you see it:
The website, as a red message on a channel's setup page, with no form under it.
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Plans affected:
Every plan.
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Why it happens:
The Channel ID in the address is not one of this account's channels. The address may be mistyped, it may belong to another account, or the channel was removed. Nothing changed.
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How to fix it:
Check which account you are signed in to, then follow the card "You cannot find the way back to the setup page" below. If the channel is gone from My channels, add it again.
"Couldn't load this channel — refresh to try again."
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Where you see it:
The website, on a channel's setup page and on a channel's own dashboard, in place of the page.
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Plans affected:
Every plan.
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Why it happens:
The page could not load the channel, usually because of the connection. Nothing happened to the channel.
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How to fix it:
Reload the page. If a message with a reference appears instead, give that reference and the Channel ID to support.
You cannot find the way back to the setup page
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Where you see it:
The website. Rows in My channels and a channel's own dashboard do not link to the setup page. The buttons in the review emails open the dashboard home.
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Plans affected:
Every plan.
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Why it happens:
The setup page opens from Continue to setup, from Open this channel and from the review notices in the bell. Nothing is lost: everything saved with Continue is still stored.
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How to fix it:
- Open the bell and press the review notice for this channel. It opens the setup page.
- If there is no notice, press Add a channel, paste the same link and press Fetch & preview.
- Press Open this channel.
Bookmark your channel's setup page while a draft is unfinished.
"Add a channel name to continue."
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Where you see it:
The website, on step 1 of the setup page, after you press Continue.
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Plans affected:
Every plan.
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Why it happens:
Channel name is empty. Nothing was saved, and the page stays on step 1.
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How to fix it:
Type a name in Channel name, then press Continue again.
"Set a price of at least $1 for the required 1-day placement."
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Where you see it:
The website, on step 2 of the setup page, under the price rows, after Continue or Submit for review. For a longer placement the line names its length and says it "needs a price between $1 and $1,000,000."
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Plans affected:
Every plan.
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Why it happens:
The price on Stays 1 day is empty or under $1, or a placement you switched on has a price outside that range. Nothing was saved, and the page stays on step 2.
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How to fix it:
Enter $1 or more on Stays 1 day. Correct the price of the placement the message names, or switch that placement off.
A placement, a keyword or a number changes or disappears by itself
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Where you see it:
The website, on the setup page and its preview card. The preview reads "No prices set yet." when no placement has a price.
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Plans affected:
Every plan.
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Why it happens:
The page keeps values inside its limits without showing a message. A placement that is switched on but has no price is not saved or offered. A fourth keyword, or one you already have, is ignored, and a keyword longer than 40 characters is cut. A discount above 90 becomes 90. Pinned for cannot be longer than the stay.
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How to fix it:
Type a price for every placement you want to offer and check that the preview lists it. Remove a keyword with its Remove button to make room for another.
"Your changes weren’t saved — they will be saved again when you submit."
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Where you see it:
The website, on the setup page, after you press Continue. With a dropped connection it reads "Network error — your changes weren’t saved yet. They will be saved again when you submit."
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Plans affected:
Every plan.
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Why it happens:
Saving failed, but the page still moved to the next step. Your entries are on screen and are not stored yet. Leaving the page now loses them.
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How to fix it:
Stay on the page and carry on. Submit for review saves everything again before it sends. If that fails too, copy any long text somewhere safe before you reload.
"Listing completeness" stays below 100%
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Where you see it:
The website, beside the steps on the setup page, with the hint "A more complete listing gets more bookings."
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Plans affected:
Every plan.
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Why it happens:
One of the items the meter counts is missing. Most often it is the channel photo. Nothing is blocked: a photo is not required to send the channel for review.
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How to fix it:
Upload a photo on step 1 and fill in any empty field. At 100% the hint reads "Looking great — ready to submit!".
"Couldn't reach Telegram for live data right now — showing stored values."
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Where you see it:
The website, in the details pop-up that opens when you click the channel's name in the setup page's preview. If the pop-up cannot load at all it reads "Could not load details."
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Plans affected:
Every plan.
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Why it happens:
The channel's public page could not be read just now, so the pop-up shows the figures we already hold. Engagement and Posts seen show a dash and there are no recent posts. The closing note is always there: "Telegram doesn't expose a channel's exact creation date publicly, so that one isn't shown."
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How to fix it:
Close the pop-up and click the channel's name again a little later.
Sending a channel for review
These cards cover the Submit for review button on step 3 and what happens to a channel while our team reviews it and afterwards.
"Almost there — still needed: …"
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Where you see it:
The website, on the setup page, after you press Submit for review. Each empty field is marked "Required." When the gaps are on different steps, each group ends with the step's name in brackets.
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Plans affected:
Every plan.
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Why it happens:
One or more required items are missing. The message lists all of them. On step 1 they are a channel name, a short description, a category, a primary language and at least one keyword. On step 2 they are the required 1-day price and a valid price for every placement you switched on. On step 3 it is where your subscribers came from. Nothing was submitted.
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How to fix it:
The page jumps to the first step with a gap. Fill in every item the message names, then press Submit for review again.
"Could not submit — check the highlighted steps."
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Where you see it:
The website, as a red message on the setup page, after Submit for review.
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Plans affected:
Every plan.
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Why it happens:
The channel could not be saved or sent, and no clearer reason came back. The channel keeps its status.
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How to fix it:
Look through the three steps for anything marked, then press Submit for review again. If you then see "This channel is already under review.", the first attempt went through.
A red sentence about the bot appears when you press "Submit for review"
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Where you see it:
The website, as a red message above the form on the setup page. It is one of the sentences from the Add your channel panels, such as "Add @OnflowAdsBot to your channel as an administrator, then verify again." No panel opens here.
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Plans affected:
Every plan.
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Why it happens:
Since you added the channel, the bot was removed from it or lost a required right, or your connected Telegram account stopped being one of its administrators. Your fields were saved. The channel was not sent and stays a Draft.
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How to fix it:
In Telegram, make @OnflowAdsBot an administrator of the channel again with Post Messages and Delete Messages switched on, or restore whatever the sentence names. Then press Submit for review again.
"This channel is already under review."
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Where you see it:
The website, as a red message on the setup page. The other wording is "That channel was already submitted."
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Plans affected:
Every plan.
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Why it happens:
The channel was already sent, from a second tab or by a double press. The first submission stands and nothing new happened.
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How to fix it:
Reload the page. The Under review panel appears. Wait for the decision.
"This channel is locked while it’s under review."
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Where you see it:
The website, when you save, upload or remove a photo from a setup page left open in another tab. Opening the setup page itself shows a panel in place of the form: Under review, or Approved and live.
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Plans affected:
Every plan.
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Why it happens:
A channel cannot be edited while it is In review, and it stays closed to editing once it is Approved. Editing opens again only if the review comes back Not approved. Nothing was changed, and the channel's own dashboard stays fully open.
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How to fix it:
Press Back to dashboard and wait for the decision. Our team reviews every channel; the confirmation email says "usually within a day", and the product sets no deadline. To change an approved channel, contact support with the Channel ID and the change you want.
"Your channel needs a few changes"
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Where you see it:
As a notice in the bell, an email, and a Telegram message if you allow those. The notice says the channel "was not approved yet. Make the changes and send it for review again." On the setup page a red line reads "Changes requested:" followed by the reviewer's note.
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Plans affected:
Every plan.
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Why it happens:
Our team did not approve the channel and wrote what to change. The channel is Not approved and can be edited again. Nothing else on your account is affected.
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How to fix it:
- Open the notice in the bell. It opens the setup page.
- Change what the note asks.
- Go to step 3 and press Submit for review. Saving with Continue alone does not send the channel back to our team.
If the note is unclear, ask support and quote the Channel ID.
"Add a channel title before submitting."
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Where you see it:
The website, as a red message on the setup page. Others in this family: "Set a price for the required 1-day placement (at least $1) before submitting."; "Tell us your subscriber source before submitting."; "Audience split (male % + female %) must add up to 100."; "Choose a category from the list."; "Please enter whole numbers for counts and percentages."; "That number is out of range."; or a sentence that names one field and says it "is out of range.", such as "The subscriber count is out of range."
-
Plans affected:
Every plan.
-
Why it happens:
The saved channel is missing that item, or holds a value the form does not accept. This is rare. It mostly happens after a save that did not go through, or with a channel that was first added from another engine. Nothing was submitted.
-
How to fix it:
Enter the item the message names, press Continue to save, then press Submit for review. If the value looks right on screen, reload the page and enter it again.
The channel photo
These cards cover Upload image and Remove under Channel photo on step 1 of the setup page. The page accepts "JPG, PNG, WebP or GIF · up to 2 MB".
"That image is over 2 MB — pick a smaller one."
-
Where you see it:
The website, on step 1 of the setup page, under the photo buttons. The upload notice may read "That image is over the 2 MB limit. Please upload a smaller one."
-
Plans affected:
Every plan.
-
Why it happens:
The file is larger than 2 MB. Nothing was uploaded and the current photo stays.
-
How to fix it:
Save or export the picture at a smaller size, then upload that file.
"Please upload a JPG, PNG, WebP or GIF image."
-
Where you see it:
The website, on step 1 of the setup page, in the upload notice and under the photo buttons.
-
Plans affected:
Every plan.
-
Why it happens:
The file is not one of those four kinds of image. Renaming a file does not change what it is. Nothing was uploaded.
-
How to fix it:
Open the picture in an image editor, save it again as JPG or PNG, and upload that file.
"We couldn’t use that image — reason. Please choose another."
-
Where you see it:
The website, in the upload notice on step 1. The reason says the file is damaged or is not a real image, or that the image is too large, with the size to stay under. Related notices: "Could not read that upload — please try again."; "Choose an image to upload."; "Image uploads aren’t available yet — please try again later."
-
Plans affected:
Every plan.
-
Why it happens:
The file is damaged, cut off or empty, or the picture has very large dimensions. With the last notice, photo uploads are unavailable for the moment. Nothing was uploaded.
-
How to fix it:
Save the picture again from an image editor at a normal size and upload it. If uploads stay unavailable, tell support the Channel ID and the time.
"We can't use that picture: …"
-
Where you see it:
The website, on step 1 of the setup page, under the photo, as a card that lists what was found. It ends "Choose a different picture, or appeal if you think this is wrong." and carries an Appeal button.
-
Plans affected:
Every plan.
-
Why it happens:
Every picture a member uploads goes through a content check, and this one did not pass. Nothing was uploaded and the current photo stays.
-
How to fix it:
Choose a different picture. If you think the decision is wrong, press Appeal on the card and a person looks at it. The rules are in Prohibited content and the content check.
"Upload failed — please try again."
-
Where you see it:
The website, in the upload notice and under the photo buttons. Other wordings: "Upload failed — check your connection and try again."; "That upload timed out — try again."; "That file is too large."
-
Plans affected:
Every plan.
-
Why it happens:
The connection dropped, the upload took too long, or no clearer reason came back. Nothing was uploaded.
-
How to fix it:
Check your connection and upload the picture again. A smaller file uploads faster.
"Could not remove the photo."
-
Where you see it:
The website, on step 1 of the setup page, after you press Remove. With a dropped connection it reads "Network error."
-
Plans affected:
Every plan.
-
Why it happens:
The removal did not go through. The photo is still there.
-
How to fix it:
Check your connection and press Remove again.
After "Photo removed." the channel has no photo at all
-
Where you see it:
The website. The setup page, the row in My channels and the channel's own dashboard show a blank square.
-
Plans affected:
Every plan.
-
Why it happens:
Remove clears the photo completely. The picture that came from Telegram when you added the channel does not return.
-
How to fix it:
Press Upload image and choose the picture you want. To replace a photo, upload the new one without pressing Remove first.
A channel's own dashboard
These cards cover the page that opens when you press a row with a Channel ID in My channels, and the public page its share links open. Badges such as "Flagged as scam", "Flagged as fake" and "Restricted by Telegram" under the channel's name repeat what Telegram reports about the channel.
"That channel isn't on your account."
-
Where you see it:
The website, in place of a channel's own dashboard. A related line reads "That link doesn't say which channel to open."
-
Plans affected:
Every plan.
-
Why it happens:
The address has no Channel ID, or the ID is not one of this account's channels. It may be mistyped, belong to another account, or belong to a removed channel.
-
How to fix it:
Press My channels and open the channel from its row. If it is not there, check which account you are signed in to.
"We have no readings for this channel yet. They arrive the first time Telegram answers for it."
-
Where you see it:
The website, on a channel's own dashboard, where the number tiles would be.
-
Plans affected:
Every plan.
-
Why it happens:
Telegram could not be read just now and we hold no earlier figures for this channel. Nothing is wrong with the channel on your account.
-
How to fix it:
Open the page again later. Check in Telegram that the channel is still public.
"As stated by the owner — not measured by us"
-
Where you see it:
The website, on the tiles Subscribers, Views per post, Reactions per post and Shares per post of a channel's own dashboard. The header reads "Last measured" with a date and time.
-
Plans affected:
Every plan.
-
Why it happens:
A fresh reading from Telegram was not available, so the page shows the figures it already holds and says so. Nothing changed.
-
How to fix it:
Reload the page later. When the header says "Read from Telegram just now", every tile is a fresh reading.
A tile or the "On Telegram since" line is missing
-
Where you see it:
The website, on a channel's own dashboard. The tiles that can be absent are Posts a week, Posts published, Admins, Online now and Engagement.
-
Plans affected:
Every plan.
-
Why it happens:
That figure could not be measured this time. The page leaves a tile out and does not show a zero that is not true.
-
How to fix it:
There is nothing to fix. Open the page again later. Posts a week needs posts spread over a longer time before it can appear.
"No history yet. These four numbers are recorded when you open your Boost dashboard, …"
-
Where you see it:
The website, on the card The last 14 days of a channel's own dashboard. The sentence ends: "so a line appears here once there are readings from two different days."
-
Plans affected:
Every plan.
-
Why it happens:
There are not yet readings from two different days to draw a line between. Nothing is wrong.
-
How to fix it:
Open your Boost dashboard on two different days. The lines then appear on this card.
"No public page"
-
Where you see it:
The website, in the header of a channel's own dashboard, where the share links would be. It is followed by "A shareable link exists only while the channel has an ACTIVE Paid Promotion listing." and one more sentence about the listing, such as "Its listing is a draft that has not been submitted. Finish it and submit it for review; the link appears here once it is approved and on sale.", "Its listing is in review, so there is no public page yet. The link appears here once the listing is approved and on sale." or "Its listing was not approved, so it has no public page. Change what the review asked for and submit it again."
-
Plans affected:
Every plan.
-
Why it happens:
The channel has no Paid Promotions listing, or its listing is a draft, in review, not approved, or not on sale. Being Approved on the setup page does not create a public page. If you received the notice "Your listing was paused by Onflow Ads", our team paused the listing. The notice names the listing and says: "It takes no new bookings until it is relisted; bookings already accepted are unaffected." It ends with "Reason:" and the reason.
-
How to fix it:
Do what the second sentence names: list the channel on Paid Promotions, finish and submit the listing, change what the review asked for, or put the listing back on sale. See listing your channel. For a listing our team paused, reply through support and quote the reason.
"No money has moved through this channel. …"
-
Where you see it:
The website, on the card What this channel has earned and cost. The sentence continues: "Payouts from sponsored posts and anything you spend boosting it will be totalled here." Nearby cards can read "This channel has not run here yet." or "Nothing has run on this channel yet. Campaigns, bookings and boosts all appear here once they start."
-
Plans affected:
Every plan.
-
Why it happens:
The channel has no completed booking and no Boost spend, or it has not been used in that engine. No money is missing. Bookings that are pending, declined or refunded are not counted as earned, and money on live placements shows separately as In escrow on live placements. On a very busy channel the card adds "so treat these as a floor."
-
How to fix it:
There is nothing to fix. For exact totals use the Paid Promotions, Boost and Wallet pages. To start using the channel, pick a card under Start something with this channel.
"This account buys sponsored posts rather than selling them, and that side cannot be changed. …"
-
Where you see it:
The website, on the Paid Promotions card under Start something with this channel. The sentence ends: "Listing a channel needs a Channel Owner account." If you have not chosen a side yet, the card reads "Sell sponsored posts here. Pick the Channel Owner side first — it is permanent, and it is what unlocks the listing wizard."
-
Plans affected:
Every plan. This depends on your account's side of the marketplace, not on your plan.
-
Why it happens:
Each account takes one side of the Paid Promotions marketplace, advertiser or channel owner, and the choice is permanent. An advertiser account cannot list a channel for sale.
-
How to fix it:
On an advertiser account there is nothing to change: press Open Paid Promotions to book posts in other channels. If you have not chosen yet, press Choose your side and choose with care. Choosing the channel-owner side explains what it means.
The Subscriber Exchange card says the channel is not hosting, or no link can be copied
-
Where you see it:
The website, under Start something with this channel. The card says the channel is enrolled "but it is not hosting other members’ ads right now" and gives the reason. A separate line can read "This channel has no public username, so the other three engines cannot be pointed at it by link."
-
Plans affected:
Every plan. One reason mentions your plan: "until the exchange is big enough for your plan".
-
Why it happens:
Hosting is paused, and the card gives one of four reasons. Your own ad is waiting for the exchange to grow or recover. You paused hosting. The channel is not hosting "during a suspension from the exchange. It lifts by itself". Or the exchange is not yet large enough for your plan, and the card may say how many more channels it needs: "It starts by itself when it is". Nothing was lost.
-
How to fix it:
If you paused it, resume on the exchange page. In every other case hosting starts again by itself. For the missing link, give the channel a public @username in Telegram and add it again. More in Hosting ads.
"You can’t vote on your own channel."
-
Where you see it:
The website, on a channel's public page, in the small print under the Recommend and Not for me buttons. The line returns to normal after a few seconds. Others in this family: "Sign in to vote on this channel."; "Sign in to vote on a channel."; "This channel is no longer taking votes."; "Voting is unavailable right now. Please try again in a moment."; "That didn’t save. Check your connection and try again."; "Choose thumbs up or thumbs down." A page with no votes reads "No one has voted on this channel yet."
-
Plans affected:
Every plan, and visitors who are signed out.
-
Why it happens:
An owner cannot vote on a channel of their own. The other lines mean you are signed out, the channel's listing is no longer on sale, voting could not be reached, or the vote did not arrive. No vote was recorded, and the counts are unchanged.
-
How to fix it:
On your own channel there is nothing to do: the votes come from other members. Otherwise sign in, check your connection and press the button once more. See your public channel page.
"Sign in to book a slot" or a note in place of the booking button
-
Where you see it:
The website, under "Book a post in this channel" on a channel's public page. Signed out, the button reads Sign in to book a slot with the note "Booking needs an Onflow Ads account. Sign in or create one — we bring you straight back here to finish." On a channel-owner account the note reads "You are signed in on a channel-owner account. Owner accounts sell slots and cannot book them, and the role is permanent, so booking here needs a separate advertiser account." An account with no side yet reads "Booking is for advertiser accounts. Your account has not picked a side of the marketplace yet."
-
Plans affected:
Every plan, and visitors who are signed out. This follows your side of the marketplace, not your plan.
-
Why it happens:
Only an advertiser account can book, and the side is permanent. If you have no side yet, Book a slot opens "Continue as an advertiser?", which warns: "An account can hold one marketplace role and it cannot be changed later. An advertiser books slots in other people's channels; it can never list a channel of its own for sale in the marketplace." It also says "You will connect your Telegram account next. That is required before you can book, and it is a separate step from this one." and "We may email you a six-digit code to confirm this is you before the role is locked in. Come back to this page once you are through to finish booking — the link works the same afterwards." Nothing is booked or charged on this page.
-
How to fix it:
Sign in, or create an account, and you return to the same page. On a channel-owner account, booking needs a separate advertiser account. Before you confirm the advertiser side, read choosing the channel-owner side, because the choice cannot be undone. If you see "We couldn't set your role just now. Please try again in a moment." or "That didn't reach us. Check your connection and try again.", nothing was chosen; press Continue as advertiser again.
Our bot on this channel
These cards cover the card Our bot on this channel on a channel's own dashboard, its Check again button and the reading-account card under it.
The card "Our bot on this channel" is not there
-
Where you see it:
The website, on a channel's own dashboard.
-
Plans affected:
Every plan.
-
Why it happens:
The card appears only when the channel is used by a service that needs the bot, such as Paid Promotions, the Subscriber Exchange or Cross-Promotion. A channel that was only added, or is only used for Boost, has no card. Nothing is wrong.
-
How to fix it:
There is nothing to do. The card appears by itself when you start using the channel in one of those services.
"Needs your help"
-
Where you see it:
The website, as a red pill on the card Our bot on this channel. The card says "The bot needs your help on this channel." and lists what is wrong: the bot is not an administrator, it was removed, it needs a named permission, or "We could not find this channel on Telegram. If it is private or has a new name, add @OnflowAdsBot as an administrator and check again."
-
Plans affected:
Every plan.
-
Why it happens:
The bot cannot do its work on this channel for a service the card names after "Used for:". The check itself charges and cancels nothing. Until it is fixed, posts booked on this channel may not be published or taken down on time.
-
How to fix it:
- Open your channel in Telegram and tap its name at the top.
- Tap Edit (the pencil), then Administrators.
- If @OnflowAdsBot is not in the list, tap Add Admin, search for it and select it. If it is there, tap it.
- Turn on the rights the card names.
- Tap Save (the tick in the corner).
Then press Check again on the card. If the channel is private or has a new name, add the bot as an administrator and check again.
Master plan · Channel owner The bot has lost a right it needs on this channel. 1 The pill reads Needs your help. 2 This line names the right that is missing. 3 How to fix it opens by itself with the steps to follow in Telegram. 4 Press Check again after you save the change in Telegram. 5 The card Add our reading account sits underneath; you can close it and it blocks nothing.
"You have checked this channel a few times in the last ten minutes. Please wait a little and try again."
-
Where you see it:
The website, as a notice titled Bot access, after you press Check again.
-
Plans affected:
Every plan.
-
Why it happens:
Check again was pressed several times in a row. Nothing changed on the channel.
-
How to fix it:
Wait a little, then press Check again once. Make the change in Telegram first, so that one check is enough.
"We could not check right now. Please try again in a moment."
-
Where you see it:
The website, as a notice titled Bot access. Related wordings: "We could not reach Telegram just now. Nothing needs doing on your side; we will try again shortly."; on the card itself, "We could not reach Telegram to check this channel. Nothing needs doing on your side; we will try again shortly."; and, beside a pill that reads Checking, "We have not checked this channel yet."
-
Plans affected:
Every plan.
-
Why it happens:
The check could not be completed, Telegram did not give a clear answer, or the first check has not happened yet. The card keeps what it showed before, and nobody is blamed for a check that got no answer.
-
How to fix it:
Nothing needs doing. We check again automatically, or you can press Check again later.
"The bot still needs your help on this channel."
-
Where you see it:
The website, as a notice titled Bot access, after you press Check again. The notice may instead repeat the first problem line from the card.
-
Plans affected:
Every plan.
-
Why it happens:
The fix has not taken effect. The usual causes are a different right switched on, a different channel edited, or the change not saved in Telegram.
-
How to fix it:
Read the line on the card again and repeat the steps under How to fix it, ending with Save in Telegram. Then press Check again.
"Add our reading account"
-
Where you see it:
The website, as a card under Our bot on this channel, with the pill Not added yet or Added, but with powers it does not need. You may also get the notice "One more admin for your channel". The card says the account "cannot post, edit, delete or invite anyone."
-
Plans affected:
Every plan.
-
Why it happens:
The reading account the card names is not an administrator of this channel, or it was given powers it does not need. Nothing is blocked and no running deal is affected.
-
How to fix it:
Follow the steps under How to add it: add the named account as an admin with every power switched off. If the pill says it has powers it does not need, open it under Administrators in Telegram and switch every power off. If the card shows a date, do this before that date. You can press Close to fold the card away; the steps stay under Our reading account.
Removing a channel
These cards cover taking a channel off your account, which is done by support and not by a button on the website.
There is no delete or remove button
-
Where you see it:
The website: the dashboard home, a channel's own dashboard and its setup page.
-
Plans affected:
Every plan.
-
Why it happens:
Removing a channel is not something you do yourself. Our support team removes it for you.
-
How to fix it:
Contact support at onflowads.com/support. Give the Channel ID, for example
OFCH-204-6042, and one line on why. Removing a channel explains what is and is not removed.
"This channel has cross-promotion campaigns on record, so it can’t be deleted — …"
-
Where you see it:
No page of the website shows this sentence, because no page has a remove control. It is the product's rule for a channel with cross-promotion campaigns on record, and it is why a removal request for such a channel is declined. The sentence ends: "your partners’ records of those campaigns depend on it."
-
Plans affected:
Every plan.
-
Why it happens:
The channel has taken part in Cross-Promotion, on either side. Your partners' campaign records refer to it, so it stays on record. Nothing was removed.
-
How to fix it:
The channel cannot be removed. Stop using it in each engine instead: leave the exchange, take its listing off sale and end its Auto-Boost rules on each engine's own page.
A removed channel still shows in My channels
-
Where you see it:
The website, on the dashboard home, as a row without a Channel ID.
-
Plans affected:
Every plan.
-
Why it happens:
Removing a channel from your account does not take it out of the engines. A channel that is still enrolled in the Subscriber Exchange, listed on Paid Promotions, in an Auto-Boost rule or named by a Boost order keeps its row.
-
How to fix it:
Leave or stop the channel on each engine's own page. The row goes when no engine uses the channel.
Emails and the Telegram bot
These cards cover messages from our team that reach you by email, and what @OnflowAdsBot answers when you try to manage a channel in Telegram.
An email says your channel "has been taken down" or "has been removed from Onflow Ads"
-
Where you see it:
By email. A take-down also shows as the red line "Changes requested:" on the channel's setup page.
-
Plans affected:
Every plan.
-
Why it happens:
Our team took the channel down, or removed it. After a take-down the channel is Not approved, the email carries a "Reason:" line when our team recorded one, and editing opens again. After a removal the email says the channel "can't be listed again", and adding it is refused.
-
How to fix it:
For a take-down, open the channel's setup page, change what the reason describes and press Submit for review on step 3. It goes through review as normal. The email's button opens the dashboard home; the card "You cannot find the way back to the setup page" above shows how to reach the setup page. For a removal, reply to that email if you believe it is a mistake.
An email from the team about the bot on your channel
-
Where you see it:
By email, and sometimes as a Telegram message. The subject says to add our bot to your channel so your campaigns can run, that the bot needs a few more permissions, or that our bot was removed from your channel.
-
Plans affected:
Every plan.
-
Why it happens:
Our team saw that the bot cannot do its work on a channel one of your services uses. It is the same situation as the pill Needs your help on the channel's own dashboard.
-
How to fix it:
Follow the steps in the message. Then open the channel's own dashboard and press Check again on Our bot on this channel. If you do not press it, we check again automatically.
"This button has retired. Manage everything on the Onflow Ads website."
-
Where you see it:
The Telegram bot, as a pop-up when you tap a button on an old bot message. The bot also answers any other message with its welcome card, which says "Your account, channels, campaigns, wallet and support live on the website."
-
Plans affected:
Every plan.
-
Why it happens:
Channels are added and managed on the website. The bot has no menu or command for them; it shows the welcome card and delivers your notices.
-
How to fix it:
Send
/startto @OnflowAdsBot and press Open Onflow Ads, then do the task on the website.
Messages that can appear on any page
These sentences can take the place of any message on this page, and one card covers every short refusal that has no card of its own.
"Something went wrong on our side and this did not go through. Nothing was changed. Quote reference if you tell us about it."
-
Where you see it:
The website, anywhere in this area, in place of the message you expected. Others in this family: "The site is busy right now and this did not go through. Please try again in a moment."; "This feature is temporarily unavailable. Please try again shortly."; "A number, date or piece of text in this request is not one we can use (too large, or not a real date), so it did not go through."; "Please sign in to continue."; "Please verify your email first."
-
Plans affected:
Every plan. Asking Onflow AI in the support chat to act for you, such as refreshing a channel's figures, is part of Plus and above.
-
Why it happens:
The action could not be completed. The sentence with a reference, "The site is busy" and "temporarily unavailable" come from our side. The sentence about a number, date or piece of text means a value you entered was not usable. Any other short refusal usually comes from a page left open too long, a double press or a broken link. In each case nothing was changed.
-
How to fix it:
- For "The site is busy" or "temporarily unavailable", wait a moment and try again. It is safe to repeat.
- For the sentence with a reference, try once more. If it returns, send the reference to support.
- For the unusable value, check the numbers and dates you typed, or reload the page and enter them again.
- For the sign-in and email sentences, sign in or verify your email.
- For any other short refusal, reload the page and repeat the action once.
In the support chat, "That channel’s public preview is no longer available." means the channel can no longer be read at its saved @username, for example after it was renamed or made private: tell support the Channel ID and the current @username.
Still stuck?
The fastest way to reach support is onflowads.com/support, which opens the support chat for anyone, signed in or not. Send these four things so the first reply can help:
- What you were doing, and on which page.
- The exact message, copied or in a picture of the screen.
- The Channel ID shown on the channel's row or page, for example
OFCH-204-6042. - The time it happened.
Every other way to reach us is on Help and support overview.