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Troubleshooting your account and the website

This page collects the problems you can meet on your account page, on the Referral Programme page, during a scheduled account deletion, and on the website's bar, menus and app. Find the message you see, or the thing that is not working.

Problems with creating an account, verifying your email or connecting Telegram are on Troubleshooting Getting started. Problems with signing in, passwords and two-factor codes are on Troubleshooting signing in and passwords.

Opening your account page​

These are the things that can happen when you open your account page, the Referral Programme page or the launchpad. If you see "Your account has been suspended." or "Access denied.", go to Troubleshooting signing in and passwords.

Your account page opens the sign-in page instead​

  • Where you see it: The website, when you open your account page, the Referral Programme page or any dashboard address.
  • Plans affected: Every plan.
  • Why it happens: You are not signed in on this browser. The sign-in lapsed, you signed out, or it was ended from another device. Nothing is lost.
  • How to fix it: Sign in again. The page you asked for opens straight after. If you are sent back to the sign-in page every time, allow cookies for onflowads.com in your browser and try again.

Your account page opens the "Check your email" screen instead​

  • Where you see it: The website, when you open your account page or the Referral Programme page.
  • Plans affected: Every plan.
  • Why it happens: You are signed in, but the email address on the account has not been verified yet.
  • How to fix it: Enter the 6-digit code from the email we sent you. Verifying your email covers a code that did not arrive.

Open dashboard takes you to a connection screen​

  • Where you see it: The launchpad, after pressing Open dashboard on the Telegram card. You land on "Connect Telegram to continue" or "Add your email to continue".
  • Plans affected: Every plan.
  • Why it happens: Your account has not finished the one-time connection step. Your account page, the Referral Programme page and the launchpad stay open meanwhile.
  • How to fix it: Finish the step on the screen. The website then continues to the page you were going to. See Connecting Telegram and adding your email.

"We couldn’t load your account just now. Reload the page in a moment to try again."​

  • Where you see it: A notice on your account page. The page keeps its placeholder text, such as "Your account", "Checking…" and "Loading…".
  • Plans affected: Every plan.
  • Why it happens: The page could not read your account details this time, usually because of a weak connection or a brief interruption. You are still signed in and nothing changed.
  • How to fix it: Wait a moment, then reload the page.

The "User ID" line is missing from your account page​

  • Where you see it: The top of your account page, under your name and email address.
  • Plans affected: Every plan.
  • Why it happens: The page did not finish reading your account details, so it has no ID to show.
  • How to fix it: Reload the page. If the line is still missing, write to [email protected] from your sign-in email address and say that your User ID is not shown.

There is no "Advertiser" or "Channel Owner" label on your account page​

  • Where you see it: The top of your account page, beside your name.
  • Plans affected: Every plan.
  • Why it happens: This is not a fault. The label appears only after you have chosen a side in Paid Promotions.
  • How to fix it: Nothing needs fixing. The label appears on its own once you choose a side. That choice is permanent, so make it when you are ready.

"You're already enlisted, and your role can't be changed."​

  • Where you see it: The page headed "Choose your role", or the panel "Continue as an advertiser?" on a channel's public page, after you confirm a side of the Paid Promotions marketplace. Other lines in this family are "Please choose Advertiser or Channel Owner.", "Please verify your email before enlisting.", "Something went wrong confirming your role. Please try again." and "We couldn't send the confirmation email right now. Please try again in a moment."
  • Plans affected: Every plan.
  • Why it happens: Each line names its own cause. Your account already has a side, and a side is permanent. No side was picked. The email address on the account is not verified yet. Or the email with the confirmation code could not be sent, or the confirmation did not complete. In every case nothing new was saved.
  • How to fix it: Follow the line you see:
    1. "already enlisted": reload the page. Your account page shows your side as a label beside your name, and it cannot be changed.
    2. "Please choose": pick Advertiser or Channel Owner, then confirm.
    3. "verify your email": sign out and sign in again, enter the code we email you, then choose again.
    4. Either of the last two lines: wait a moment, then choose again.

The launchpad says "Welcome, there"​

  • Where you see it: The heading of the launchpad, the page you land on after signing in.
  • Plans affected: Every plan.
  • Why it happens: There is no name on your account, or the page could not read your account details this time.
  • How to fix it: Open your account page, type your name in Full name on the Profile tab and press Save. If a name is already there, reload the launchpad.

Your account shows "Signed in with Telegram" where the email address should be​

  • Where you see it: The top of your account page and the account menu on the top bar.
  • Plans affected: Every plan.
  • Why it happens: This is not a fault. An account created with Telegram has no email address yet. Receipts, security codes and account notices have nowhere to go until you add one.
  • How to fix it: On your account page, open the Profile tab and press Add your email address. The address you add becomes your permanent sign-in email. See Connecting Telegram and adding your email.

Your name, your email and the Security tab​

These messages appear on the Profile, Security and Wallet tabs of your account page. Messages about two-factor codes are on Troubleshooting signing in and passwords.

"Please enter your name."​

  • Where you see it: Your account page, Profile tab, after pressing Save.
  • Plans affected: Every plan.
  • Why it happens: The Full name box is empty, holds only spaces, or holds a name that is too long. Your old name is kept.
  • How to fix it: Type a name with visible characters, no longer than 200 characters, and press Save again.

"Could not save."​

  • Where you see it: Your account page, Profile tab, after pressing Save. You may see "Network error." instead.
  • Plans affected: Every plan.
  • Why it happens: The save did not go through. "Network error." means your request did not reach us at all. Your name was not changed.
  • How to fix it: Check your connection and press Save again.

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

  • Where you see it: Your account page, after saving your name on the Profile tab or pressing Sign out other devices on the Security tab.
  • Plans affected: Every plan.
  • Why it happens: The same action was repeated too many times in a short while. Nothing was changed by the last press.
  • How to fix it: Wait for the time the message gives, then try once. Pressing again sooner does not help. Account limits and lockouts explains these waits.

"Please sign in to continue."​

  • Where you see it: Your account page, after pressing Save or Sign out other devices.
  • Plans affected: Every plan.
  • Why it happens: Your sign-in on this browser ended while the page was open.
  • How to fix it: Sign in again, then repeat the action.

There is no way to change your sign-in email​

  • Where you see it: Your account page, Profile tab, the Email address card. It has no edit control. The card reads "Your sign-in email is your address. For your security it's permanent — the sign-in email on an Onflow Ads account can't be changed once set. If you're ever about to lose access to this inbox, write to [email protected] from it while you still can." A page left open from long ago may instead answer "For security, the sign-in email on an Onflow Ads account can't be changed once it's set."
  • Plans affected: Every plan.
  • Why it happens: This is by design. For your security the sign-in email is permanent once it is set.
  • How to fix it: If you are about to lose access to that inbox, write to [email protected] from it while you still can, and our team will help you keep the account.

"Could not sign the other devices out."​

  • Where you see it: Your account page, Security tab, after pressing Sign out other devices. You may see "Network error. Nothing was changed." instead.
  • Plans affected: Every plan.
  • Why it happens: The request did not complete. Your other devices are still signed in.
  • How to fix it: Check your connection and press Sign out other devices again. If you think someone else has access, also reset your password and turn on two-factor authentication.

"Already signing your other devices out."​

  • Where you see it: Your account page, Security tab.
  • Plans affected: Every plan.
  • Why it happens: Sign out other devices was pressed twice in quick succession. The first press is still finishing.
  • How to fix it: Do nothing. The first press completes on its own.

"No other device was signed in. This one stays signed in."​

  • Where you see it: Your account page, Security tab, after pressing Sign out other devices.
  • Plans affected: Every plan.
  • Why it happens: This is not a fault. This browser was the only one signed in, so there was nothing to end.
  • How to fix it: Nothing needs fixing. You stay signed in here.

The Wallet tab did not load​

  • Where you see it: Your account page, Wallet tab, with the line "Couldn't load your wallet." or "Could not load withdrawals."
  • Plans affected: Every plan.
  • Why it happens: The tab could not read your wallet figures this time. Your balance is not affected.
  • How to fix it: Reload the page. If it keeps happening, see Payment troubleshooting.

The Referral Programme page​

These cards cover the Referral Programme page, which you open from Referrals on your account page or from the Referral Programme card on the launchpad. The Referral Programme explains how the page works.

"Your link is being prepared — refresh in a moment."​

  • Where you see it: The Referral Programme page, in the place of your link. The share buttons are hidden.
  • Plans affected: Every plan.
  • Why it happens: Your referral link was not ready when the page loaded.
  • How to fix it: Reload the page. If the line is still there, contact support and give the User ID from your account page.

"Couldn’t load your referral stats — try again shortly."​

  • Where you see it: A notice on the Referral Programme page. The chip at the top right reads "Couldn’t load — tap to retry".
  • Plans affected: Every plan.
  • Why it happens: The page could not read your figures this time. On a first load the figures stay as grey placeholders. On a later load the earlier figures stay on screen. Your referrals and earnings are not affected.
  • How to fix it: Wait a little, then press the chip.

"Couldn’t reach the server."​

  • Where you see it: A notice on the Referral Programme page.
  • Plans affected: Every plan.
  • Why it happens: Your device has no working connection, so the page could not load or refresh its figures.
  • How to fix it: Check your connection, then press the chip at the top right of the page.

"Couldn’t copy — select the link and copy it manually."​

  • Where you see it: A notice on the Referral Programme page after pressing Copy. After Copy ID it reads "Couldn’t copy." On a partner link it reads "Couldn’t copy — select the link and copy it by hand."
  • Plans affected: Every plan.
  • Why it happens: Your browser did not allow the page to copy for you.
  • How to fix it: Select the link or the ID on the page and copy it yourself.

A friend signed up but is not listed under "Your referrals"​

  • Where you see it: The Referral Programme page, Your referrals card.
  • Plans affected: Every plan.
  • Why it happens: A person becomes your referral only when they create their account after following your link. They are not attached if they reached the website another way, already had an account, or followed your link longer ago than the number of days printed on the page.
  • How to fix it: Press the chip at the top right to refresh the figures. If the person is still missing, they were not attached. A referral cannot be added after the account exists.

"Number sign-ups did not count — see why"​

  • Where you see it: The Referral Programme page, on the Signed up tile. With one sign-up it reads "1 sign-up did not count — see why". It leads to the card Sign-ups that did not count, where each row carries the pill "Your device".
  • Plans affected: Every plan.
  • Why it happens: The page states the rule: "A sign-up from your own device is never a referral." The person keeps their account. They are not your referral, so nothing they pay earns you credit.
  • How to fix it: If a different person really did use your device, contact support with that person's Onflow ID from the row. A person reviews it. If it is accepted, the referral counts from the day they joined. Nothing is paid for top-ups made before that.

Elite plan · Advertiser The Referral Programme page when a rule has stopped something from counting. It looks the same on every plan. 1 A referral marked Under review, with the note under the table that says it earns nothing until a person has looked at it. 2 A row in Sign-ups that did not count, with the pill "Your device". 3 The sentence that tells you what to send support: the person's Onflow ID.

A referral shows "Under review"​

  • Where you see it: The Referral Programme page, Status column of the Your referrals table, with a note under the table.
  • Plans affected: Every plan.
  • Why it happens: The referral is waiting for a person on our team to look at it. It stays yours, but, as the page's note says, "nothing it pays earns you credit until a person has looked at it."
  • How to fix it: Wait for the review, or contact support with the referral's Onflow ID from the Member column.

A referral topped up but you earned nothing​

  • Where you see it: The Referral Programme page. The referral's top-ups grew but Commission history has no new line.
  • Plans affected: Every plan.
  • Why it happens: You earn on money your referral actually pays in. Nothing is earned when the credit was a bonus or an adjustment, when the referral is Under review, when the commission works out at less than one cent, or when the top-up was refunded. On a partner link that pays only once a referral counts, the person had not yet met the rules at that moment.
  • How to fix it: Check the referral's Status. For a partner link, read its "When a referral counts" line. If neither explains it, contact support with the referral's Onflow ID and the date of the top-up.

"Earned all time" went down, or a line says "reversed"​

  • Where you see it: The Referral Programme page, the money panel and Commission history. The panel may add "amount was reversed when a top-up it came from was refunded."
  • Plans affected: Every plan.
  • Why it happens: A top-up that earned you commission was refunded, so the commission went back with it. Credit you have already spent is never taken below zero.
  • How to fix it: Nothing needs fixing. The figures are correct.
  • Where you see it: The Referral Programme page, the four tiles.
  • Plans affected: Every plan.
  • Why it happens: Not every opening of your link is counted as a click, while the sign-up that follows is still attached to you. Referrals carried over from an earlier programme have no clicks at all.
  • How to fix it: Nothing needs fixing. Your referrals and your earnings are not affected.

The charts and lists are empty​

  • Where you see it: The Referral Programme page, with lines such as "No activity in the last number days yet.", "No clicks yet.", "Nobody yet." and "No commission yet. You earn the moment one of your referrals tops up their wallet."
  • Plans affected: Every plan.
  • Why it happens: This is not a fault. Nobody has opened your link, signed up through it or topped up yet.
  • How to fix it: Share your link. The first figures appear after the first click.
  • Where you see it: A person you shared your referral link with tells you so.
  • Plans affected: Every plan.
  • Why it happens: That is what the link does. It opens the homepage and remembers that the visitor came from you. There is no box to type a code.
  • How to fix it: Ask them to sign up in that same browser, with any sign-in method. They become your referral when the account is created.

The Member column shows dots instead of an ID​

  • Where you see it: The Referral Programme page, Your referrals table, where a row reads "OFA-•••-••••".
  • Plans affected: Every plan.
  • Why it happens: That referred account has no ID to show. The referral is still yours.
  • How to fix it: Nothing needs fixing. If you need to ask support about that row, give its Joined date.

A partner link is a tracked link our team attaches to your account. Its card, Your partner link, sits on the Referral Programme page. Partner links explains the card.

  • Where you see it: The Referral Programme page.
  • Plans affected: Every plan.
  • Why it happens: No partner link is attached to your account, your only link has ended, or the card could not load this time. Only our team can attach a partner link.
  • How to fix it: Reload the page. If you received an email saying a partner link was attached, contact support and quote the Partner link ID from that email.
  • Where you see it: The Referral Programme page, Your partner link card, in the groups Funnel, Activity, Money and Qualification.
  • Plans affected: Every plan.
  • Why it happens: Our team chooses which figures each partner link shows.
  • How to fix it: Contact support, quote the Partner link ID shown on the card and say which figure you expected.

"Counts?" says "Not yet" or "Inactive so far"​

  • Where you see it: The Referral Programme page, Your partner link card, the table "People who joined through this link". The card also totals them as "number count so far, number not yet."
  • Plans affected: Every plan.
  • Why it happens: The person has not yet met every rule on the link's "When a referral counts" line, or did not meet them in time. "Inactive so far" means they have done nothing since joining.
  • How to fix it: Nothing on your side. The row changes to "Counts" on its own when the person meets the rules.
  • Where you see it: The Referral Programme page, Your partner link card, as a pill beside the link's name. You also receive an email saying the link is paused.
  • Plans affected: Every plan.
  • Why it happens: Our team paused the link. The email says: "The partner link your link is paused. While paused it does not count new visitors. Everyone who already joined stays your referral." When our team gave a reason, the first sentence ends with it.
  • How to fix it: Read the email, which gives the reason when our team stated one. To discuss it, contact support and quote the Partner link ID shown on the card. Your own referral link keeps working.

An email says "Your partnership has ended"​

  • Where you see it: Your inbox. The card for that link also disappears from the Referral Programme page.
  • Plans affected: Every plan.
  • Why it happens: Our team ended the partner link. The email reads: "The Onflow Ads team has ended the partner link your link attached to your account. Reason: the reason our team gave The link no longer counts new visitors. Everyone who already joined through it stays your referral, and commission already credited stays yours. Your own referral link keeps working as before." This is permanent for that link.
  • How to fix it: Nothing is taken from you, as the email says. Contact support if you believe the reason is wrong, and quote the Partner link ID from the email.

The referral report email never arrives​

  • Where you see it: Your inbox, when our team said they would send you a referral report.
  • Plans affected: Every plan.
  • Why it happens: An account created with Telegram has no email address yet, so there is nowhere to send the report.
  • How to fix it: Add your email address on the Profile tab of your account page, then ask the team to send the report again. If your account already has an address, check the spam folder first.

The referral report PDF asks for a password​

  • Where you see it: When you open the PDF attached to the referral report email.
  • Plans affected: Every plan.
  • Why it happens: The file is locked so that only you can open it.
  • How to fix it: Type your full User ID exactly as your account page prints it, including the letters and dashes. Emails call it your Account ID.

A scheduled account deletion​

These cards cover the red strip that appears while a deletion is scheduled, the "Stop the scheduled deletion" page that its button opens, and what the support chat says about deleting an account or sending your data. Tasks Onflow AI can do for you has the full procedures.

A red strip says "Account deletion scheduled"​

  • Where you see it: Across the top of every page of the website while you are signed in. It shows the time left, the date and a Stop deletion button. It cannot be dismissed.
  • Plans affected: Every plan.
  • Why it happens: A deletion has been scheduled on your account. Nothing has been deleted yet.
  • How to fix it: If you want to keep the account:
    1. Press Stop deletion on the strip.
    2. Read the page. It says "Your account is scheduled for deletion on" and gives the date. Enter the code it asks for. With two-factor authentication on, that is the code from your authenticator app or a recovery code. Otherwise it is the 6-digit code we email you.
    3. Press Stop the deletion. The page confirms that the deletion is cancelled.
    4. If you did not ask for the deletion, reset your password and turn on two-factor authentication straight away.

"Sign in to this account first, then come back to this page — or use the Stop deletion button on the red banner."​

  • Where you see it: The "Stop the scheduled deletion" page.
  • Plans affected: Every plan.
  • Why it happens: You opened the page while signed out, and not from the button in one of our deletion notices.
  • How to fix it: Press Sign in, sign in to the account that is scheduled for deletion, then press Stop deletion on the red strip.
  • Where you see it: The "Stop the scheduled deletion" page. Related lines are "This link isn't valid any more.", "Nothing on this account is scheduled for deletion — there's nothing to stop." and "This account was already deleted on date, so there is nothing left to stop."
  • Plans affected: Every plan.
  • Why it happens: The link from the notice has already been used or has lapsed, there is no deletion to stop, or the deletion has already been carried out.
  • How to fix it: Sign in and look for the red strip. If it is there, press Stop deletion. If there is no strip, nothing is scheduled. If the account was already deleted and you did not want that, write to [email protected] from the account's email address.

"That code isn't right. Check it and try again."​

  • Where you see it: The "Stop the scheduled deletion" page, after pressing Stop the deletion. Related lines are "Enter the code first." and "That code has expired — tap “Send a new code” for a fresh one."
  • Plans affected: Every plan.
  • Why it happens: The code box was empty, the code was mistyped, or an emailed code was entered too late.
  • How to fix it: Type the newest code with care. For an emailed code, press Send a new code and use the latest email. For an authenticator code, wait for the app to show a new one.

"Too many wrong codes — this link has been locked. Sign in and use the Stop deletion banner instead."​

  • Where you see it: The "Stop the scheduled deletion" page. Only a Sign in button is left.
  • Plans affected: Every plan.
  • Why it happens: Several wrong codes were entered on this link. The deletion has not been stopped.
  • How to fix it: Press Sign in, sign in to the account, then press Stop deletion on the red strip and enter a fresh code.

"We couldn't send the code just now — try again shortly."​

  • Where you see it: The "Stop the scheduled deletion" page. Lines of the same kind are "Please try again in a moment.", "That didn't work — please try again.", "Too many attempts — slow down a little.", "Too many tries at once. Wait a moment and try again.", "Too many attempts — try again in an hour.", "Too many attempts. Please try again later.", "Network error — please try again.", "Network error — refresh to try again." and "The code was right but the cancel didn't go through — please try once more."
  • Plans affected: Every plan.
  • Why it happens: The step did not complete: the code email could not be sent, the page was used too quickly or too often, or your connection dropped. The deletion is still scheduled.
  • How to fix it: Wait as long as the message says. Then press Try again if the page shows it, or reload the page and enter the code once more. Check that the red strip has gone before you leave. If the date is close and you cannot get through, contact support at once.

"This account has no real email address to send a code to. Sign in with Telegram and stop the deletion from the banner or the support chat."​

  • Where you see it: The "Stop the scheduled deletion" page.
  • Plans affected: Every plan. Stopping from the support chat is for Plus and above.
  • Why it happens: The account was created with Telegram and has no email address yet, so a code cannot be emailed to you.
  • How to fix it: Sign in with Telegram. On Plus and above, open the support chat and tell it to stop the deletion. On Free and Lite, use the contact form or write to [email protected], and give the User ID from your account page.

"Starting or stopping an account deletion from this chat is part of the Plus plan and above."​

  • Where you see it: The support chat on the website, after asking it to delete your account or to stop a deletion.
  • Plans affected: Free and Lite.
  • Why it happens: Starting or stopping a deletion from the chat is included on Plus and above.
  • How to fix it: Write to [email protected] from the email address on your account, or use the contact form. To stop a deletion that is already scheduled, press Stop deletion on the red strip. That button works on every plan.

The support chat will not start or stop a deletion​

  • Where you see it: The support chat on the website. It answers with one of these: it needs to know who you are first; the account "was created with Telegram, so it doesn't have an email address yet"; "There's no deletion scheduled on your account, so there's nothing to stop."; or "Your account is already scheduled for deletion on date."
  • Plans affected: Every plan.
  • Why it happens: You are signed out, the account has no email address to receive the code that confirms a new deletion, nothing is scheduled, or a deletion is already scheduled.
  • How to fix it: Sign in and ask again. To start a deletion on an account with no email address, add one on the Profile tab of your account page first. If a deletion is already scheduled, you do not need to ask again. If you changed your mind, tell the chat to stop it or press Stop deletion.

A notice says "We have not deleted your account yet"​

  • Where you see it: A notice from us on the day the deletion was due.
  • Plans affected: Every plan.
  • Why it happens: The account still held money you can withdraw or money held for you, or other members still had open business with you. In that case the notice says: "Other members still have bookings, bids, running promotions or a concern under review with you". The deletion is paused so nobody loses money. Your exchange ads, exchange channels and paid-promotion listings are paused meanwhile.
  • How to fix it: Withdraw the money and let the open business finish. The deletion then completes on its own. If you cannot withdraw, write to [email protected] from the account's email address. To keep the account instead, press Stop deletion. You can then switch your ads and listings back on.

The support chat will not send your data report​

  • Where you see it: The support chat on the website, after asking for your data report.
  • Plans affected: Every plan. On Free and Lite the chat answers "Sending your full data report from this chat is part of the Plus plan and above." On Plus and above it gives one of the other reasons.
  • Why it happens: On Plus and above the chat refuses when a condition for releasing the report is not met, for example two-factor authentication is off or the account has no email address yet. The chat's answer says which condition applies and, where there is a wait, when you can ask again. One answer begins "You've already asked for number copies of your data" and gives the date you can ask again. Another reads "We couldn't email you a verification code just now. Nothing has been sent and nothing has been refused — please try again in a few minutes, and contact support if it keeps happening." For an account that was deleted, the chat answers "This account has already been deleted at your request, so there is no longer a full record to send." or "We couldn't find this account. If you've just deleted it, support can tell you what we had to keep."
  • How to fix it: On Free and Lite, write to [email protected] from the email address on your account. On Plus and above, do what the chat's answer says, then ask again. If a copy you asked for never reached you, contact support and do not ask again. Tasks Onflow AI can do for you lists every message.

"The code we emailed you has expired. Ask for your data again and we'll send a fresh one."​

  • Where you see it: The support chat on the website, while you confirm a request for your data report. Other answers at this step are "We need both codes: the 6-digit code from your authenticator app and the code we emailed you. Enter both and try again." and "You didn't finish confirming this request within 10 minutes, so the code expired and we closed it. Nothing was sent." Four more begin "You didn't enter the emailed code within the time allowed of confirming your authenticator, so I've cancelled this request for your security.", "We can't check your codes right now — something on our side is down.", "Too many incorrect codes. For your security we've stopped this request and locked new attempts for a few hours." and "Too many incorrect codes have been entered on this account recently, so it's locked for a few hours."
  • Plans affected: Plus and above.
  • Why it happens: A data report is released only after two codes: one from your authenticator app and one we email you. A code was missing, came too late or was wrong too many times, or we could not check the codes at that moment. Nothing was sent.
  • How to fix it: Ask the chat for your data again and enter both codes promptly, using the newest email. After a "Too many incorrect codes" answer, wait until the lock ends before you ask again. If the wrong codes were not yours, change your password at once, as the answer says, and press Sign out other devices on the Security tab.

The top bar, the menu and the notifications bell​

These cards cover the bar across the top of the website, the menu it opens on a phone, and the bell that lists your notifications.

The top bar shows Sign in and Get started although you are signed in​

  • Where you see it: The top bar, on any page. The opposite can also happen: the account bar shows after your sign-in has ended.
  • Plans affected: Every plan.
  • Why it happens: The page could not confirm who is signed in, usually after a dropped connection or after signing out in another tab. The bar shows the last state it knew. Nothing changed on your account.
  • How to fix it: Reload the page. If the bar still shows Sign in, sign in again.

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

  • Where you see it: The notifications pop-up under the bell. After pressing a notification it reads "You’re signed out — sign in again first."
  • Plans affected: Every plan.
  • Why it happens: Your sign-in ended while the page was open. No notification is lost, and the one you pressed was not marked as read.
  • How to fix it: Follow the sign in link in the message and sign in again.

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

  • Where you see it: The notifications pop-up, after pressing Mark all read. After opening a single notification it reads "Couldn’t mark that as read — please try again."
  • Plans affected: Every plan.
  • Why it happens: The request did not complete. The unread count and the unread rows are put back as they were.
  • How to fix it: Press Mark all read again, or open the notification again.

"Too many requests — try again in a minute."​

  • Where you see it: The notifications pop-up under the bell.
  • Plans affected: Every plan.
  • Why it happens: Notifications were marked as read too many times in a short while.
  • How to fix it: Wait for the time the message gives, then try once.

"You’re all caught up."​

  • Where you see it: The notifications pop-up, followed by "Orders, payments and account notices land here."
  • Plans affected: Every plan.
  • Why it happens: This is not a fault. You have no notifications yet.
  • How to fix it: Nothing needs fixing. New notices appear here as they arrive.

The reliability and wallet pills show a dash instead of a figure​

  • Where you see it: The top bar on a computer. On a phone, the Reliability, Wallet and Notifications rows of the menu show no figure.
  • Plans affected: Every plan.
  • Why it happens: The figures are still loading or could not be loaded this time. Nothing changed in your wallet or your score.
  • How to fix it: Reload the page, or close the menu and open it again. Open Wallet to see your balance directly.

The top bar shows only the logo and a menu button​

  • Where you see it: The top bar on a phone, a small tablet or a narrow browser window. The pills, the bell and your avatar are not on the bar.
  • Plans affected: Every plan.
  • Why it happens: This is not a fault. On a narrow screen everything moves into the menu.
  • How to fix it: Press the three-line button. The menu holds Account, Dashboard, Reliability, Wallet, Notifications, Help & Guide, Blog and Sign out.

Opening onflowads.com shows your launchpad, not the home page​

  • Where you see it: The website's main address, while you are signed in.
  • Plans affected: Every plan.
  • Why it happens: This is not a fault. A signed-in member is taken straight to the launchpad.
  • How to fix it: To read the home page, sign out or open it in a private window. Every other public page opens normally while you are signed in.

Installing the app​

These cards cover the Install app entry in the account menu and the installed app's updates. Installing Onflow Ads as an app has the steps for each device.

There is no Install app entry in the menu​

  • Where you see it: The account menu on the top bar, or the menu on a phone.
  • Plans affected: Every plan.
  • Why it happens: The entry shows only where the app can be installed. It is hidden when your browser cannot install apps, when the app is already installed, and when you open Onflow Ads as a Mini App inside Telegram.
  • How to fix it: Open onflowads.com in Chrome, Edge or Safari. If the app is already installed, open it from your home screen or your apps.

The entry reads Open in browser instead of Install app​

  • Where you see it: The menu, when the page is open inside Telegram's or another app's built-in browser. Pressing it opens "Open Onflow Ads in your browser", which says "Apps can only be installed from a full browser".
  • Plans affected: Every plan.
  • Why it happens: A browser built into another app cannot install apps.
  • How to fix it: Press Copy link and paste the link into Chrome or Safari, then install the app from there. On Android you can press Open browser instead.
  • Where you see it: A notice after pressing Copy link in the "Open Onflow Ads in your browser" dialog.
  • Plans affected: Every plan.
  • Why it happens: Your browser did not allow the page to copy the link for you.
  • How to fix it: Press and hold the address shown in the dialog, choose copy, then paste it into your normal browser.

"No Add to Home Screen in the list? Open onflowads.com in Safari and try again."​

  • Where you see it: The "Add Onflow Ads to your Home Screen" dialog on an iPhone or iPad. On a Mac, the "Add Onflow Ads to your Dock" dialog carries "Add to Dock needs macOS Sonoma or newer. On an older Mac, Chrome or Edge can install the app instead."
  • Plans affected: Every plan.
  • Why it happens: The browser or system you are using does not offer the option the steps point to.
  • How to fix it: Do what the note says. On an iPhone or iPad, open onflowads.com in Safari. On an older Mac, use Chrome or Edge.

Nothing happens after you dismiss the browser's install prompt​

  • Where you see it: After pressing Install app and closing your browser's own prompt. The entry may disappear from the menu.
  • Plans affected: Every plan.
  • Why it happens: You dismissed the prompt, so nothing was installed. The browser decides when to offer it again.
  • How to fix it: Reload the page later. When the browser offers the prompt again, the entry returns.

"Could not check for updates. Check your connection and try again."​

  • Where you see it: The installed app, after pressing Check for updates.
  • Plans affected: Every plan.
  • Why it happens: The app could not connect to look for a new version.
  • How to fix it: Check your connection and press Check for updates again.

The entry stays on "Updating…" and then the app reloads​

  • Where you see it: The installed app, after pressing Update app.
  • Plans affected: Every plan.
  • Why it happens: This is normal. The new version is being put in place, and the app reloads to finish.
  • How to fix it: Wait for the reload. If no App updated notice follows, press Check for updates again.

Pages that will not open​

These cards cover pages that show something other than what you asked for, and the Help button and support chat when they do not appear.

"You're offline"​

  • Where you see it: A full page with "We can't reach Onflow Ads right now. Check your connection and try again — your work isn't lost."
  • Plans affected: Every plan.
  • Why it happens: Your device has no working connection.
  • How to fix it: Reconnect, then press Try again.

"This page drifted off the grid."​

  • Where you see it: A page headed "404", with "The link may be broken or the page may have moved."
  • Plans affected: Every plan.
  • Why it happens: The address does not match any page. It was mistyped, the link is broken, or the page has moved.
  • How to fix it: Check the address for typing mistakes. Otherwise press Back home or Explore Telegram and find the page from there.

The welcome intro plays again or covers the page you wanted​

  • Where you see it: Any public page, while you are signed out.
  • Plans affected: Every plan.
  • Why it happens: The intro plays for a signed-out visitor at the start of a new visit. It always removes itself.
  • How to fix it: Press Skip, click, scroll or press the Escape key. Signing in stops the intro from playing.

Get notified opened the sign-up form​

  • Where you see it: The page of a platform marked as coming soon, for example Instagram.
  • Plans affected: Every plan.
  • Why it happens: The button leads to creating an account. There is no waiting list and no launch alert, so nothing is recorded for a member who is already signed up.
  • How to fix it: Nothing needs fixing. For launch news, follow What's New in this guide and the blog.

The Help button is missing on a first visit​

  • Where you see it: Any page of the website, in the corner where Help normally sits.
  • Plans affected: Every plan.
  • Why it happens: The cookie card or the cookie preferences dialog is open. The Help button and the support chat stay hidden until you have chosen.
  • How to fix it: Press Accept all or Reject all. Either choice brings the button back. See Cookie preferences.

The support link opened the Contact page but no chat is visible​

  • Where you see it: The Contact page, after following https://onflowads.com/support.
  • Plans affected: Every plan.
  • Why it happens: One of four things. The cookie card is still showing on a first visit. The welcome intro is still playing. You are inside Telegram's built-in view, where the chat is not shown. Or you refreshed the page, and the link opens the chat only once.
  • How to fix it: Press Accept all or Reject all on the cookie card, or wait for the intro to finish. Inside Telegram, use the form on the Contact page or open the link in your normal browser. After a refresh, press Help or follow the link again. Help and support overview covers the chat itself.

Still stuck?​

Open https://onflowads.com/support. It is the fastest way to reach us, and it opens the support chat whether you are signed in or not. If you cannot sign in at all, write to [email protected] from your sign-in email address.

Include these, so we can help on the first reply:

  • What you were doing, and on which page.
  • The exact message you saw.
  • Your User ID from your account page.
  • The reference shown in the message, if it has one.
  • The time it happened.

We never ask for a code or a password, and we do not run support in Telegram direct messages. Help and support overview lists every way to reach us.

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