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Troubleshooting links, alerts and reliability

This page covers problems with links and buttons in an ad, Click analytics, notifications, your reliability score and appeals. Find the message you see, or the thing that is not working.

Problems with signing in, adding, verifying, setting up or removing a channel are on Troubleshooting Channels and dashboard. That page also lists the short messages that can appear on any page.

These messages appear in the post composer on the website, wherever you write an ad. In every one of them the post is not saved with the refused link or button, and nothing is charged. What a post may carry depends on your plan:

FreeLitePlusEliteMasterUltimate
Buttons under a post—12344
Private Telegram links—YesYesYesYesYes
Public Telegram linksYesYesYesYesYesYes
Links outside TelegramAdd-onAdd-onAdd-onAdd-onAdd-onAdd-on

These are the current published figures; the figure shown on your own screen is always the one that applies to you.

"Inline buttons are not available on this account."​

  • Where you see it: The post composer on the website, when you add a button to a post. A card with a See plans button slides in at the same time.
  • Plans affected: Free.
  • Why it happens: Buttons under a post start on the Lite plan. The post was not saved with the button.
  • How to fix it: Remove the button and put the link on words in the text instead. A text link is counted the same way as a button. To use buttons, move to Lite or above on the pricing page.

"Your plan allows up to N buttons per post."​

  • Where you see it: The post composer on the website, when you add one button more than your plan includes.
  • Plans affected: Lite, Plus, Elite, Master and Ultimate.
  • Why it happens: Each plan includes a fixed number of buttons per post, shown in the table above. The message names your own limit. On Lite it reads "Your plan allows up to 1 button per post."
  • How to fix it: Remove the extra buttons, or move those links into the text. A higher plan includes more buttons, up to four on Master and Ultimate.

"Button text must be 1–48 characters."​

  • Where you see it: The post composer on the website, when you save a button.
  • Plans affected: Lite and above.
  • Why it happens: A button's label is empty or too long. Related messages point at other mistakes in the same button: "Button text cannot contain line breaks.", "Each button needs a label and a link." and "That link doesn't look valid. Use a full https:// URL."
  • How to fix it: Give the button a short label on one line and a full web address that starts with https://. If you see "Those buttons couldn't be read. Please reload the page and try again.", reload the page and add the buttons again.
  • Where you see it: The post composer on the website, when the text or a button holds an invite link or a link into a private channel.
  • Plans affected: Free. One variant, described below, appears on every plan.
  • Why it happens: Private Telegram links start on the Lite plan. If you see "Private Telegram links can't be used in ads right now." instead, that kind of link is switched off for everyone at the moment, and a higher plan would not change it.
  • How to fix it: Use the channel's public t.me address. On Free you can also move to Lite or above to link private chats and invite links.

  • Where you see it: The link box of the post composer on the website, when you paste the address of a website.

  • Plans affected: Every plan.

  • Why it happens: Links outside Telegram need the External Links add-on, a one-time purchase from your wallet. The add-on belongs to the plan you bought it on, so after a plan change you buy it again. If you see "Links outside Telegram can't be used in ads right now." instead, website links are switched off for everyone and there is nothing to buy.

  • How to fix it:

    1. In the link box, press the Enable external links button. It shows the price that applies now, which is the one you pay.
    2. Wait for "External links enabled." The link is then accepted.
    3. If you see "Not enough wallet balance.", follow Top up your wallet, add funds and press the button again.

    If you do not want the add-on, use a public Telegram link.

"This address can’t be opened from an ad: address. Use a t.me or https:// address instead."​

  • Where you see it: The post composer on the website, when you save the post or go to pay. The live preview lists the refused link and its reason before you save.
  • Plans affected: Every plan.
  • Why it happens: An address in the text is not one a reader can open from an ad. Three related messages name other addresses that are not accepted: "This link points into a reader's own device or network: link. Use a public https:// address.", "This link can’t be used in an ad: link. Use the real, full https:// address." and "This link can’t be used in an ad: link. Use a full https:// address with no spaces."
  • How to fix it: Replace the address the message names with the real, full destination, starting with https:// or t.me. Shortened links and addresses written to look like another site are not accepted, and no appeal changes that.

"This post already has one of our short links in it. Put the real address there instead; we make the short link for you."​

  • Where you see it: The post composer on the website, when you save a post.
  • Plans affected: Every plan.
  • Why it happens: You pasted a short onflowads.com link from an earlier ad. Every ad gets fresh short links of its own, so an old one cannot be reused.
  • How to fix it: Delete the short link and paste the address you want readers to reach.

"An ad can carry up to N links in its text, and this one has M. Remove some so every link can be counted."​

  • Where you see it: The post composer on the website, when you save a post with very many links.
  • Plans affected: Every plan.
  • Why it happens: The text holds more links, typed addresses and @handles than one ad can carry. The message shows the limit and your own count.
  • How to fix it: Remove links until you are within the number shown. Buttons are outside this count, so you can move a link to a button if your plan includes one.

"Telegram cannot put buttons under an album. Keep the buttons with a single photo, a video or a text-only post — or drop to one photo."​

  • Where you see it: The Paid Promotions checkout on the website, when a post with buttons has more than one photo.
  • Plans affected: Lite and above.
  • Why it happens: Telegram does not show buttons under a group of photos. Nothing was booked and nothing was charged.
  • How to fix it: Keep one photo, a video or text only, or remove the buttons and put the links in the text.

"Too many previews — wait a moment."​

  • Where you see it: The live preview of the post composer on the website.
  • Plans affected: Every plan.
  • Why it happens: The preview was asked for many times in quick succession. Only the preview is missing; your draft is intact. A post far longer than any real ad shows "That post is too long to preview." instead.
  • How to fix it: Stop typing for a moment and the preview returns. For the second message, shorten the post.

Links when you pay and when the post goes out​

Every link in an ad is turned into a short onflowads.com link of its own, so each tap can be counted. These two messages appear when that could not be done.

  • Where you see it: The Paid Promotions checkout on the website, after you press the pay button.
  • Plans affected: Every plan.
  • Why it happens: The short links for your ad could not be created at that moment. There is no booking and no charge.
  • How to fix it: Press the pay button again. Your post and your choices are still there.

"A link in the ad couldn’t be tracked, so the post wasn’t published."​

  • Where you see it: The delivery note of a booking on the website, and the notice sent about it.
  • Plans affected: Every plan.
  • Why it happens: When the post was due, one of its links was not ready to be counted. A post is never published with uncounted links, so it was held.
  • How to fix it: You do not need to do anything. We try again automatically. If the post still cannot go out, it is treated like any undelivered post and the usual refund rules apply. If the message repeats, send support the booking's Order ID.

These are pages and replies that a reader of your ad can meet, not you. If a reader reports one, this is what it means for your campaign.

  • Where you see it: A reader's browser, after tapping a link in an ad. The page adds "The page this ad links to is not available through us right now. Please try again a little later." and a Go to Onflow Ads link.
  • Plans affected: Every plan.
  • Why it happens: We are not sending readers to that destination at the moment. Taps stopped this way are not counted. They appear under Not counted in Click analytics.
  • How to fix it: Open the destination yourself and check that it still works and is a real, direct address. If it does, send support the campaign's Order ID and the address.

"Please wait a minute"​

  • Where you see it: A reader's browser, after tapping a link. The page asks the reader to wait, then tap the link again.
  • Plans affected: Every plan.
  • Why it happens: The reader is asked to try again shortly, and nothing is lost on your campaign. A reader may also see "Opening your link" with "One moment, taking you there." and a Continue link for a moment. A mistyped or very old link opens the Onflow Ads home page.
  • How to fix it: You do not need to do anything. If you share a link by hand, copy it in full.
  • Where you see it: The Telegram bot, when a reader taps a button on an older Cross-Promotion post. Other answers are "Preview Mode", with "You tapped a button in Preview Mode: this post has not gone live yet.", and "Expired or invalid link".
  • Plans affected: Every plan.
  • Why it happens: The campaign behind that button has not gone live yet, has ended, or the button no longer exists. The tap is not counted.
  • How to fix it: You do not need to do anything. New posts use short links, which do not pass through the bot.

Links & results on a campaign​

The Links & results block sits on each campaign card on your Paid Promotions campaigns page. These cards explain figures that look missing. In each case counting has not failed.

A campaign card has no "Links & results" block​

  • Where you see it: A campaign card on the Paid Promotions campaigns page of the website.
  • Plans affected: Every plan.
  • Why it happens: The ad had nothing that could be counted. It had no link at all, or only an email address or text in code formatting, which are left as written.
  • How to fix it: In your next ad, put a link on words in the text. That works on every plan. On Lite and above you can add a button as well.
  • Where you see it: A row of Links & results. The chip reads "taps counted" where you expected "taps and joins counted".
  • Plans affected: Every plan.
  • Why it happens: Joins are shown only for a link to the plain public address of a channel that is connected to your account and where our bot is allowed to invite users. A link to a single post, an invite link or a bot is counted for taps only. Readers still reach your channel.
  • How to fix it:
    1. Connect the channel to your account. See Adding a channel.
    2. In the channel's admin settings on Telegram, let our bot invite users.
    3. In your next ad, link the channel's plain t.me address.
  • Where you see it: A row of Links & results for a link to a website. It shows taps and no landings figure.
  • Plans affected: Every plan.
  • Why it happens: Landings are reported by the Onflow tag on your own page, and the page the ad opens does not carry it. Taps are counted either way.
  • How to fix it: Add the Onflow tag to the page the ad opens. Links and results in your ads explains what a landing is and how it is counted.

"CTR · taps" shows a dash​

  • Where you see it: The "CTR · taps" figure on a campaign card.
  • Plans affected: Every plan.
  • Why it happens: No views have been measured on that campaign yet, so a rate cannot be worked out. A dash is not a zero.
  • How to fix it: Wait until the placement has been measured. The figure fills in by itself.

Click analytics​

The Click analytics panel opens from Click analytics on a campaign or from Details on one link. None of these messages changes your campaign or the totals on its card.

"The figures could not be loaded."​

  • Where you see it: The Click analytics panel, with "Try again in a moment." or "Check your connection and try again." and a Try again button.
  • Plans affected: Every plan.
  • Why it happens: The site was busy or your connection dropped. The same button follows "Temporarily unavailable." and "Some figures could not be read." A chart that could not be worked out shows "Nothing is drawn rather than a zero that is not true. Try again in a moment."
  • How to fix it: Press Try again. If you see "These figures cannot be shown here.", close the panel and open it again from the campaign's own card.

"Not found."​

  • Where you see it: The Click analytics panel, with "There is no link or campaign with this reference on your account, so there are no figures to show." You may see "That campaign could not be found." instead.
  • Plans affected: Every plan.
  • Why it happens: The link or campaign you asked for is not on the account you are signed in to. This answer is final, so no Try again button is offered.
  • How to fix it: Check that you are signed in to the right account. Then open the panel from the campaign's own card, not from a saved address.

"Sign in again to see these figures."​

  • Where you see it: The Click analytics panel, on a page that has been open for a long time. The line above it reads "Please sign in."
  • Plans affected: Every plan.
  • Why it happens: You were signed out while the page was open. Nothing is lost.
  • How to fix it: Sign in again and reopen the panel from the campaign card.

"That is a lot of figures in a short time. Try again in a few minutes."​

  • Where you see it: The Click analytics panel, after opening it or changing the period many times in a row.
  • Plans affected: Every plan.
  • Why it happens: The panel was asked for more figures than it serves in a short time. Nothing is lost.
  • How to fix it: Wait, then open the panel again.
  • Where you see it: The Click analytics panel, when you open one placement's link of a Subscriber Exchange ad.
  • Plans affected: Every plan.
  • Why it happens: This is by design. A Subscriber Exchange advertiser sees totals for the ad, never the figures of one host channel.
  • How to fix it: Press Click analytics on the ad itself to see the totals.

"No taps in the last N days."​

  • Where you see it: The Click analytics panel, with "Every link below is counted the moment a reader taps it." or "The figures appear here as soon as readers tap." A single chart can show "No taps to break down yet."
  • Plans affected: Every plan.
  • Why it happens: Nothing was counted in the period you chose. Nothing is wrong.
  • How to fix it: Choose a longer Period, or wait for readers. The longest period is 90 days. In the breakdowns, "No referring site" under Came from and "Not known" under a device heading are ordinary rows: the tap was counted, but it did not say where it came from.

The "Not counted" tile shows a number​

  • Where you see it: The Click analytics panel, as the last headline tile. Under the number, the tile sorts the taps by label: "previews and crawlers", "in automated bursts", "past a reader’s daily limit", "during the review, before the post went live" or "stopped because the destination was found unsafe".
  • Plans affected: Every plan.
  • Why it happens: Some taps reached a link but were not made by a reader choosing to open it, or were stopped before the reader was sent on. They are left out of your figures so that the totals show real readers. Nothing is charged for them, and nothing is taken from your campaign.
  • How to fix it: There is nothing to fix. Read Taps and Readers as your results. If "stopped because the destination was found unsafe" shows a number, see the card "This link is paused" above.

Reading notifications​

These messages appear under the bell at the top of every page and on the Notifications page. No notice is ever lost by any of them.

"Couldn’t load notifications. Try again in a moment."​

  • Where you see it: Notifications → History. After Load more it reads "Couldn’t load more notifications — please try again." or "Couldn’t load more notifications — check your connection."
  • Plans affected: Every plan.
  • Why it happens: The list could not be fetched, or you were signed out. The rows already shown stay. If the page says "We couldn’t load your account just now. Reload the page in a moment to try again.", your account could not be read when the page opened.
  • How to fix it: Reload the page, or press Load more again. Sign in again if you are asked to.

"No notifications yet"​

  • Where you see it: Notifications → History, with "Orders, payments and account notices will appear here." A category filter shows "No notifications here" with "Nothing in this category yet — try another one." Unread shows "Nothing unread" with "Everything in this view has been read." The bell says "You’re all caught up."
  • Plans affected: Every plan.
  • Why it happens: Nothing has happened yet, the category you chose is empty, or everything is read. Unread only narrows the rows that are already loaded.
  • How to fix it: Choose All. On a long list, press Load more before you use Unread.

"Couldn’t mark your notifications as read — please try again."​

  • Where you see it: The Notifications page after Mark all read. The bell shows "Couldn’t mark them as read — please try again.", "Couldn’t mark that as read — please try again.", a line that begins "Too many requests" or "You’re signed out — sign in again first."
  • Plans affected: Every plan.
  • Why it happens: The request did not go through, came too soon after many others, or you were signed out. The unread count and marks are put back; nothing else changed. You may also see "Network error — please try again."
  • How to fix it: Press the button again after a short wait, and sign in again if the message says so. For "That notification wasn't recognised. Refresh the page and try again.", reload the page first.

"You’re signed out — sign in to see notifications."​

  • Where you see it: The list under the bell, on a page that has been open for a long time.
  • Plans affected: Every plan.
  • Why it happens: You were signed out while the page was open. The bell clears its number until you are back.
  • How to fix it: Sign in again. Your notifications and their unread marks are as you left them.

"Boost couldn't be delivered" or "Boost partially delivered"​

  • Where you see it: A notice in the bell and on the Notifications page, by email, and in Telegram if you allow order alerts there. The text reads "Your Boost (paid growth order) on the service couldn't be delivered — none of the ordered amount arrived." or "Your Boost (paid growth order) stopped short: delivered of ordered arrived on the service." Each can end with the refund: "amount is already back in your balance." or "amount for the rest is already back in your balance."
  • Plans affected: Every plan.
  • Why it happens: A Boost order delivered nothing, or only part of what you ordered. The part that did not arrive was refunded to your wallet automatically, and the notice states the amount.
  • How to fix it: You do not need to claim anything. Press the notice, or View your Boost orders, to see the order, and check the refund in your wallet. To try again, place a new order. See Boost cancellations and refunds.

The bell badge looks out of date, or a row opens the Notifications page​

  • Where you see it: The bell at the top of any page on the website.
  • Plans affected: Every plan.
  • Why it happens: The badge updates by itself, but it can lag while the tab is in the background or the page has lost its connection. With very many Onflow Ads tabs open, a tab can show "Too many live views open — close a tab." A row with no page of its own opens the Notifications page with that row highlighted.
  • How to fix it: Switch back to the tab or press the bell, and the badge catches up. Close tabs you are not using. For a row that opens the Notifications page, read the full text there.

Notification settings and delivery​

You choose how notices reach you under Notifications → Settings. The bell and History keep every notice whatever you choose here. Notifications and alert settings explains each switch.

"Couldn’t load your notification settings — refresh to try again."​

  • Where you see it: Notifications → Settings. Every switch and the Email frequency list stay grey. The message can also read "Couldn’t load your notification settings — check your connection and refresh."
  • Plans affected: Every plan.
  • Why it happens: Your saved settings could not be read. The switches stay locked on purpose, so a half-loaded page cannot overwrite your choices. Nothing was changed.
  • How to fix it: Reload the page.

"Couldn’t save your notification settings — please try again."​

  • Where you see it: Notifications → Settings, a moment after you change a switch. It can also read "Couldn’t save — check your connection and try again."
  • Plans affected: Every plan.
  • Why it happens: The change did not reach us. The switches return to the last saved state, so what you see is what is stored.
  • How to fix it: Change the switch again and wait for Saved to appear.

"Want alerts on Telegram too? Connect your Telegram on your account page and you'll get every notification as a DM — at the same time as your email."​

  • Where you see it: A note at the top of Notifications → Settings. Every switch in the Telegram column is off and locked.
  • Plans affected: Every plan.
  • Why it happens: No Telegram account is connected to your Onflow Ads account. Email and the bell still work.
  • How to fix it: Follow Connect your Telegram in the note and connect on your account page. Opening the bot by itself connects nothing.

"Your Telegram is linked, but the bot can't message you yet. Open the bot from your account page and tap Start once, so the Telegram notifications below can reach you."​

  • Where you see it: A note at the top of Notifications → Settings. The Telegram switches still work.
  • Plans affected: Every plan.
  • Why it happens: Your Telegram is connected, for example because you signed in with Telegram, but you have never started the bot. Telegram does not let a bot write to you first.
  • How to fix it: Follow Open the bot in the note and press Start once in Telegram.

No Telegram message arrives for one kind of update​

  • Where you see it: Telegram. The notice is in the bell and in History, but no message came from the bot.
  • Plans affected: Every plan.
  • Why it happens: The Telegram switch of that row is off, your Telegram is not connected, the bot was never started, or you blocked the bot.
  • How to fix it:
    1. Open Notifications → Settings and follow either note at the top, if one is shown.
    2. Switch Telegram on for the row you want: Orders, Payments, Marketplace or Account.
    3. If you blocked @OnflowAdsBot in Telegram, unblock it.

An email arrives at once although you chose a digest​

  • Where you see it: Your inbox, with Email frequency set to an hourly or a daily digest.
  • Plans affected: Every plan.
  • Why it happens: This is by design. The Settings page says "Time-sensitive alerts — a failed payment, a refund, or your ad going live — always arrive right away, even on a digest." A notice that has its own dedicated email is also sent at once.
  • How to fix it: You do not need to do anything. Everything else waits for your digest.

No email for a top-up, a wallet charge or a channel review notice​

  • Where you see it: Your inbox. The notice is in the bell and, if Telegram is on, in the bot.
  • Plans affected: Every plan.
  • Why it happens: This is by design. A top-up is covered by its invoice email, and a channel review sends its own email. A wallet charge is recorded in your wallet history and is not emailed.
  • How to fix it: Look for the invoice email or the email about your channel, and check your spam folder. For charges, open your wallet.

No pop-up card appears for a new notice​

  • Where you see it: Any page of the website. The notice is in the bell, but no card slid in.
  • Plans affected: Every plan.
  • Why it happens: Pop-up alerts on the site is off, another open tab showed the card, or the notice was already old when you opened the page. When several arrive together you see the newest ones and a card "More new notifications".
  • How to fix it: Switch Pop-up alerts on the site on under Notifications → Settings. Press the bell to read anything you missed.

The "Enable notifications" pill never appears​

  • Where you see it: The bottom-left corner of a website page, where the Enable notifications pill normally shows shortly after the page loads.
  • Plans affected: Every plan.
  • Why it happens: Your browser does not support notifications, you already allowed or blocked them for the site, or you dismissed the pill before in this browser. It also stays hidden inside Telegram and while a cookie or install banner is showing.
  • How to fix it: In your browser's site settings, set notifications for onflowads.com to allowed, then reload the page.

"Link incomplete" on the unsubscribe page​

  • Where you see it: The page that opens from the unsubscribe link in a marketing email. Other headings are "Link invalid", "Link unavailable" and "Something went wrong".
  • Plans affected: Every plan.
  • Why it happens: The link was cut off, is no longer valid, or could not be handled at that moment. Your marketing email choice is unchanged.
  • How to fix it: Open the link from the email again. You can also sign in and switch Product news and offers off under Notifications → Settings. If marketing emails keep coming, tell support which address receives them.

Your reliability score and what it blocks​

These messages appear on your reliability page and when you start a new deal. A plan never changes a minimum score: the rules are the same on every plan. Deals already in progress always finish.

"Couldn’t load — refresh to try again"​

  • Where you see it: The badge beside your score on the reliability page. The number shows a dash and the three chips show a dot. Under Your ledger the message is "Couldn’t load your score history just now — refresh to try again."
  • Plans affected: Every plan.
  • Why it happens: Your score or its history could not be read just then. A dash is not a score, and your real score is unchanged.
  • How to fix it: Reload the page.

"No activity yet — your score sits at the neutral 8.0 until you complete deals."​

  • Where you see it: Your ledger on the reliability page.
  • Plans affected: Every plan.
  • Why it happens: No change to your score has been recorded yet. Every account starts at 8.0.
  • How to fix it: You do not need to do anything. Rows appear as you complete deals.

A chip shows a cross beside "needs N+"​

  • Where you see it: The three chips under your score on the reliability page: Paid Promotions, Cross-Promotion and Subscriber Exchange.
  • Plans affected: Every plan.
  • Why it happens: Your score is below the minimum for that product. Each chip shows the minimum that applies now. The page says: "Each product has a minimum score to start something new. Below the floor, that surface locks until you recover — but anything already in flight always finishes." Its tier table says the same for the two lowest tiers: at "Building", Paid Promotions stays open and Cross-Promotion is locked; at "Low", the marketplaces are locked and the row ends "Rebuild before you can start new deals."
  • How to fix it: Complete clean deals on the products that are still open to you. A clean streak also recovers the score over time. If you believe a penalty is wrong, appeal it in Your ledger. See Your reliability score and appeals.
  • Where you see it: The website, when you start a deal: paying for a booking, accepting a request or placing a bid. Cross-Promotion shows the same sentence under its own name. The Subscriber Exchange version ends "Honour your placements to earn it back."
  • Plans affected: Every plan.
  • Why it happens: Your score is below the minimum for that product. The deal was not started and nothing was charged. The numbers in the message are the ones that apply.
  • How to fix it: Raise your score with clean deals where you still can, let a clean streak recover it, or appeal a penalty you believe is wrong. Your reliability page shows what each one changes.

"Your account is under review while an open fraud concern is resolved. You can finish anything already in progress, but can't start a new deal until it's cleared — see your reliability page."​

  • Where you see it: The website, when you start a deal on any product. Your reliability page shows the badge Under Review.
  • Plans affected: Every plan.
  • Why it happens: A fraud concern about your account is open, or your wallet is frozen. Until it is settled you cannot start new deals, and your score does not recover by itself. The reliability page puts it this way: "While a fraud concern about you is open — or your wallet is frozen — you can't start a new deal on any surface until it clears. In-flight deals still finish." It adds that the score "is frozen to Under Review so it can't be used against you unfairly, and it won't heal in the meantime — though a separately confirmed penalty still applies."
  • How to fix it: Finish the deals you have in progress. If your reliability page shows Give a statement under Decisions about your campaigns, send your side there. The review then runs its course, and the block lifts when the concern is resolved.
  • Where you see it: The website, when you start a deal. The sentence can open with "Cross-promotion is paused", "Booking is paused" or "The exchange is paused" instead.
  • Plans affected: Every plan.
  • Why it happens: A decision about one of your campaigns paused that product for your account. New deals on it are refused until the time shown.
  • How to fix it: Open your reliability page and find Decisions about your campaigns. The row says what was decided and until when you can appeal. Press Appeal there if you believe it is wrong. Otherwise the pause ends at the time in the message.

"This account can't start new deals right now."​

  • Where you see it: The website, when you start a deal on any product.
  • Plans affected: Every plan.
  • Why it happens: Your account is suspended or closed to new deals. Nothing was started and nothing was charged.
  • How to fix it: Open onflowads.com/support and ask about your account. Give the email address of the account and the exact message.

"Your wallet is amount overdrawn. Top up to clear it and your account unlocks — every credit, including anything you earn, comes straight off the balance first."​

  • Where you see it: The website, when you start a deal. Later it can read "Your wallet is amount overdrawn and the 14 days to clear it have passed. Top up amount to unlock your account — every credit comes straight off the balance."
  • Plans affected: Every plan.
  • Why it happens: Your wallet balance is below zero, and new deals wait until it is cleared. Nothing was started.
  • How to fix it: Top up the amount the message shows. Owing money explains how the balance is cleared.

A Telegram message says "Reliability: amount recorded" or "Logged for review"​

  • Where you see it: A message from the Telegram bot about a Cross-Promotion campaign, with the button See why and appeal. The line can also read "Recorded, no change".
  • Plans affected: Every plan.
  • Why it happens: A rule break on one of your campaigns was confirmed. "Recorded" with an amount means your score changed by that amount and the change has a row in Your ledger. "Logged for review" means nothing has been applied to your score.
  • How to fix it: Press See why and appeal to open your reliability page. If the row is not there yet, reload the page a little later. Appeal from the row if you believe it is a mistake.

A ledger row reads "Carried over from a removed account", "Adjustment" or a whole sentence​

  • Where you see it: Your ledger on the reliability page. Most rows carry a short label, such as "Did not post in the window", "Paid pin taken down early", "Boost not delivered", "Fake taps on your own link" or "Score frozen for review". Every label is listed on Your reliability score and appeals.
  • Plans affected: Every plan.
  • Why it happens: "Carried over from a removed account" means an earlier account of yours was removed with a score below 8.0, so this account starts from that standing. An account removed in good standing leaves nothing behind. "Adjustment" or a full sentence is a normal entry that has no short label.
  • How to fix it: Recover the usual way, with clean deals and a clean streak. If such a row is a penalty and shows an Appeal button, you can appeal it like any other.

Appealing a penalty or a decision​

You appeal a penalty with the Appeal button on its row in Your ledger. You appeal a campaign decision under Decisions about your campaigns. A person reviews every appeal, and the full rules are on Appealing a penalty or a decision.

A penalty row has no "Appeal" button​

  • Where you see it: Your ledger on the reliability page.
  • Plans affected: Every plan.
  • Why it happens: The row is a credit, or the tag on its right says Reversed, Appeal under review or Appeal declined. The button also goes when the time to appeal has passed, for the penalty or for the campaign decision it belongs to.
  • How to fix it: Read the tag on the right of the row. Nothing more can be filed on that row. If the time has passed, our team can still review it on their own: write to support with the label and date of the row.

"Please add a short reason so our team can review it."​

  • Where you see it: The appeal dialog, after you press Submit appeal with an empty box. The form under Decisions about your campaigns says "Please tell us what happened in a sentence or two."
  • Plans affected: Every plan.
  • Why it happens: An appeal needs a reason. Nothing was sent, and the attempt does not use up an appeal.
  • How to fix it: Write at least one full sentence about what happened and send again. If the decisions form says "That did not go through. Please try again." or "Network error. Please try again.", press the send button once more.

"Could not submit the appeal."​

  • Where you see it: The appeal dialog on the reliability page. It can also read "Network error — please try again."
  • Plans affected: Every plan.
  • Why it happens: The appeal did not reach us. Nothing was sent, and your text is still in the box.
  • How to fix it: Press Submit appeal again.

"You've already appealed this — our team will review it."​

  • Where you see it: The appeal dialog and the support chat. A campaign decision says "You have already appealed this decision. Our team will review it."
  • Plans affected: Every plan.
  • Why it happens: An appeal on that penalty or decision is already open, and the first one stands. Other refusals under Decisions about your campaigns are "This decision no longer stands, so there is nothing to appeal.", "Only the member the decision is about can appeal it.", "Nobody has asked you for a statement on this case." and "That decision isn't on your record."
  • How to fix it: Wait for the outcome. You are told by the bell, by email and in Telegram. For the other refusals, reload the page and read the row's state. Contact support only if the row itself looks wrong.

"Your appeal on this penalty was already reviewed, and it stands. Each penalty can be appealed once."​

  • Where you see it: The appeal dialog and the support chat, when you appeal a penalty a second time.
  • Plans affected: Every plan.
  • Why it happens: Your first appeal was declined. A penalty can be appealed once, so nothing was filed.
  • How to fix it: Recover the score with clean deals and a clean streak. Your reliability page shows how each works.

"That penalty was already reversed — nothing to appeal."​

  • Where you see it: The appeal dialog and the support chat. Related refusals are "That isn't a penalty you can appeal.", "That event isn't on your record.", "Which penalty are you appealing?" and "Tell us briefly why you think this penalty is wrong."
  • Plans affected: Every plan.
  • Why it happens: The entry is already reversed, is a credit or a restoration, is not on your account, or the request was incomplete. Nothing was filed.
  • How to fix it: Reload the reliability page and use the Appeal button on a penalty that still stands.

"A penalty can be appealed within N days of being recorded, and that time has passed for this one."​

  • Where you see it: The appeal dialog and the support chat. For a campaign decision the sentence is "The time to appeal this decision has passed, so it stands. Our team can still review it on their own." The row reads "The time to appeal has passed. The decision stands."
  • Plans affected: Every plan.
  • Why it happens: The time to appeal has passed, so nothing was filed and the penalty stands. A campaign decision has its own deadline, shown on its row as "You can appeal until date and time."
  • How to fix it: Recover the score with clean deals. Next time, appeal before the time shown on the decision or within the number of days this message gives.

"You can appeal N penalties a day. Please try this one again tomorrow."​

  • Where you see it: The appeal dialog and the support chat.
  • Plans affected: Every plan.
  • Why it happens: You have used the day's allowance of appeals. The message shows the number. Nothing was filed, and your earlier appeals stand.
  • How to fix it: File this appeal the next day. Keep an eye on the time left to appeal that penalty.

Lite plan · Channel owner An appeal refused because the day's allowance is used. 1 The dialog title names the penalty you are appealing. 2 The reason box, holding the reason you typed. 3 The refusal, in red under the box: nothing was sent, and you can file this appeal the next day. The number in the sentence is your daily allowance. The page behind the dialog is dimmed until you press Cancel or Submit appeal.

"Too many attempts. Please try again in an hour."​

  • Where you see it: The appeal dialog on the reliability page. You may see "Appeals aren't available yet — please try again later." instead.
  • Plans affected: Every plan.
  • Why it happens: The dialog was submitted very many times in a short period, or appeals could not be taken at that moment. Nothing was filed.
  • How to fix it: Wait, then try again. If the second message stays, tell support which penalty you want to appeal and its date.

A row under "Your content appeals" reads "Held automatically: …"​

  • Where you see it: The reliability page, in the section "Your content appeals". The full line is "Held automatically: the picture could not be checked, so a person is reviewing it." Once decided it ends "so a person reviewed it." The tag on the right reads "Under review", "Granted", "Declined" or "Withdrawn".
  • Plans affected: Every plan.
  • Why it happens: A post of yours carried a picture that the automatic check could not read, so the post was passed to a person. You did not file this row yourself, and it is not a penalty.
  • How to fix it: Wait for the tag to change; you are also told by a notice. "Granted" lets that exact post run. If the row is "Declined", the line that starts "Reviewer:" says why: change the picture and send the post again.

"Your appeal was reviewed"​

  • Where you see it: A notice in the bell, by email and in Telegram. It adds "We reviewed your appeal and the penalty stands. See your reliability page for the details." The ledger row shows Appeal declined.
  • Plans affected: Every plan.
  • Why it happens: A person reviewed your appeal and kept the penalty. It cannot be appealed again.
  • How to fix it: Recover the score with clean deals and a clean streak. The sections of your reliability page on how the score climbs show what each adds.

Asking the support assistant to do it for you​

On Plus and above you can ask Onflow AI, the assistant in the support chat, to mark notifications read or to appeal a penalty for you. On every plan it can read your notifications and your standing to you.

"Doing things inside your account from this chat — cancelling an order, accepting a booking, pausing a listing, marking notifications read — is part of the plan plan and above. Reading your account is included on every plan, so I can still tell you where things stand; here is how to do it yourself in the meantime."​

  • Where you see it: The support chat on the website, when you ask Onflow AI to mark notifications read, appeal a penalty or refresh a channel's figures.
  • Plans affected: Free and Lite.
  • Why it happens: Having the assistant act inside your account starts on the plan the message names. Nothing was changed. If you see "Actions from the chat are switched off at the moment — here is how to do it yourself.", this is off for everyone for now.
  • How to fix it: Do it on the page itself, which costs nothing on any plan. The assistant tells you where. To have it act for you, move to the plan the message names.

"Tell me the reason in the same message — for example: appeal reference because the post stayed live the whole time."​

  • Where you see it: The support chat on the website, when you ask Onflow AI to appeal a penalty without saying why.
  • Plans affected: Plus and above.
  • Why it happens: An appeal needs its reason in the same message. The assistant then asks you to type CONFIRM in capitals. Any other reply gives "Not confirmed — I’ve changed nothing. Ask again whenever you’re ready." An offer left too long gives "That offer expired, so I didn’t do anything. Ask again and I’ll set it up fresh."
  • How to fix it: Ask again with the reason in the same message, then type CONFIRM while the offer is open. Nothing is filed until you do.

Still stuck?​

The fastest way to reach support is onflowads.com/support. It opens the support chat whether you are signed in or not. Include these four things so the first reply can be an answer:

  • What you were doing, and on which page.
  • The exact message you saw, word for word.
  • The reference shown on screen: the Order ID on the campaign card, or the label and date of the ledger row.
  • The time it happened.

Every way to reach the team is on Help and support overview.

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