Troubleshooting signing in and passwords

Every message you can meet while signing in to Onflow Ads, with what it means and what to do next. Find the message you see, or the thing that is not working.

Nothing on this page costs money, and none of it depends on your plan. Problems with creating an account, verifying your email or connecting Telegram are on Troubleshooting Getting started.

Signing in with email and password

These cards cover the sign-in form at onflowads.com/signin and the times a signed-in page sends you back to it.

"Enter a valid email address."

Where you see it: The sign-in page, after pressing Sign in. Other wordings of the same thing are "Enter your password.", "Please enter a valid email address." and "Please enter your password."
Plans affected: Every plan.
Why it happens: One of the two boxes is empty, or the email address is not written as a full address.
How to fix it: Fill in both Email and Password, check the address for a missing letter or dot, and press Sign in again. Nothing was checked yet, so no attempt was used.

"Incorrect email or password."

Where you see it: The sign-in page, in a red box above the Sign in button, after pressing Sign in.
Plans affected: Every plan.
Why it happens: The address and password do not match an account. You see the same message for a mistyped address and for an account that has no password because it was created with Telegram, Google or Apple.
How to fix it:
1. Read the address again, letter by letter.
2. If you created the account with Telegram, Google or Apple, press that button instead.
3. Otherwise press Forgot password? and choose a new password. See Resetting or changing your password.

"Your account has been suspended."

Where you see it: The sign-in page, after a correct password or after returning from Telegram, Google or Apple. If you were signed in, every device is signed out first.
Plans affected: Every plan.
Why it happens: The account has been suspended for breaking the rules. There is no end date on this kind of suspension.
How to fix it: You cannot lift it yourself. Write to [email protected] from the account's sign-in email and include your User ID. Ask for the reason and say why you think it is a mistake.

"Your account is suspended until date."

Where you see it: The sign-in page, after a correct password. After signing in with Telegram, Google or Apple the page says "Your account is suspended. Please try again later." instead.
Plans affected: Every plan.
Why it happens: A suspension with an end date is running on the account.
How to fix it: Sign in again after the date shown. The first sign-in after that date reopens the account without any other step. To dispute the suspension, contact support with your User ID.

"Please verify your email first — we sent a 6-digit code to it."

Where you see it: The sign-in page, after a correct password. You are then taken to Check your email. If the code email could not be sent, the message is "Please verify your email first. We couldn't email your code just now — tap “Resend code” on the next screen."
Plans affected: Every plan.
Why it happens: Your password is right, but the email address on the account was never confirmed with a code.
How to fix it: Open the newest email from us and type its code on Check your email. You are signed in as soon as the code is accepted. If no email arrived, press Resend code there. See Verifying your email.

"Network error — please try again."

Where you see it: The sign-in page, after pressing Sign in or Verify & sign in.
Plans affected: Every plan.
Why it happens: Your browser could not reach the website at that moment. Nothing was checked and no attempt was used.
How to fix it: Check that other websites open, then press the button again. If you are on a weak mobile signal, wait until it improves before trying.

Where you see it: After pressing a button in @OnflowAdsBot that should open a page of the website.
Plans affected: Every plan.
Why it happens: The browser that Telegram opened is not signed in to Onflow Ads. Nothing is wrong with your account or with the button.
How to fix it: Sign in on that page. The page the button promised opens straight afterwards. Tick Remember me when you sign in with email and password, and this happens less often on that device.

Where you see it: On a signed-in page, when you press something. You are signed out at the same time.
Plans affected: Every plan.
Why it happens: The account this browser was signed in to has been removed, or it was combined with another of your accounts.
How to fix it: Sign in to the account you kept. If you do not know which account that is, contact support and give every User ID you have used.

"Access denied."

Where you see it: A blank page that shows only these two words, on any address of the website.
Plans affected: Every plan.
Why it happens: The website is not accepting the internet connection you are using. It is about the connection, not about your account, and nothing on your account has changed.
How to fix it:
1. Turn off any VPN and reload the page.
2. If the page still says this, write to [email protected] with your sign-in email and User ID.

You were signed out without pressing Sign out

Where you see it: A page you had open asks you to sign in again, on one device or on all of them.
Plans affected: Every plan.
Why it happens: If only one device was signed out, its sign-in lapsed, or you signed in again in the same browser. It also happens when Sign out other devices was pressed, or two-factor authentication was turned on, from another device. If every device was signed out at once, a password reset finished, or our team changed your sign-in details and emailed you the reason. A suspension or a deletion of the account does the same.
How to fix it: Sign in again. If every device was signed out and you did not expect it, check your inbox for an email whose subject starts with "Onflow Ads security". If you find nothing, reset your password and turn on two-factor authentication. See Staying signed in and signing out.

Where you see it: The sign-in page accepts your details, then shows the empty form again when the next page opens.
Plans affected: Every plan.
Why it happens: Your browser is not keeping the sign-in. This is usually a privacy setting or an extension that blocks cookies for the website.
How to fix it: Allow cookies for onflowads.com, open the address that starts with https://onflowads.com, and sign in again. If it still loops, try another browser to confirm the cause.

With two-factor authentication on, the sign-in page asks for a code after your password, or after Telegram, Google or Apple confirms it is you.

The second step of signing in on a phone: a line saying two-factor authentication is on, one code box and a Verify and sign in button — **Signed out — the second step of signing in when two-factor is on** The email, password and one-press buttons are gone, and only the code is asked for. 1 The line "Two-factor authentication is on for this account." 2 **Authentication code** takes the current code from your authenticator app, or one of your recovery codes. 3 **Verify & sign in** finishes the sign-in.

"Enter the 6-digit code from your app, or one of your recovery codes."

Where you see it: The code step of the sign-in page, after pressing Verify & sign in. Shorter wordings are "Enter your code." and "Enter your 6-digit code."
Plans affected: Every plan.
Why it happens: The Authentication code box is empty, or it holds something that is neither a six-digit code nor a recovery code.
How to fix it: Type the six digits your authenticator app shows now, or one recovery code. A recovery code works with or without its dash. No attempt was used by this message.

"Incorrect code. Number attempts left."

Where you see it: The code step of the sign-in page. If the page cannot read the full answer it says "Incorrect code."
Plans affected: Every plan.
Why it happens: The code does not match. The usual causes are a phone clock that is wrong, reading a different entry in the app, or a recovery code that was already used.
How to fix it:
1. Set your phone's date and time to automatic.
2. In the app, find the "Onflow Ads" entry for this email address and type its current code.
3. If the app code still fails, use a recovery code you have not used before.
The message tells you how many tries remain. Stop before they run out, because the next step is a lock.

"That code has already been used. Wait for the next one in your authenticator app."

Where you see it: The code step of the sign-in page.
Plans affected: Every plan.
Why it happens: Each code from the app signs in once. The same code was sent a second time, for example by pressing the button twice.
How to fix it: Wait until the app shows a new code, type that one, and press Verify & sign in once.

"That recovery code has already been used."

Where you see it: The code step of the sign-in page, and the Security tab of your account page.
Plans affected: Every plan.
Why it happens: Each recovery code works once. This one was already spent, sometimes by the same press being sent twice.
How to fix it: Reload the page first, because the earlier press may have signed you in. If you are still signed out, use a different recovery code and cross the used one off your list.

"Too many incorrect codes. For your security this is locked for 6 hours."

Where you see it: The code step of the sign-in page, and the Security tab when you turn two-factor on or off or regenerate recovery codes. While the lock runs, a new try shows "Too many attempts. For your security this is locked for a few hours."
Plans affected: Every plan.
Why it happens: Too many wrong codes were entered. Code entry is locked. Your password and everything on your account are untouched.
How to fix it: Wait until the lock ends. Nothing shortens it, and support cannot lift it early. Use the time to find your recovery codes and set your phone's clock to automatic. If the lock started on the Security tab, stay signed in until it ends, because the sign-in code step is locked too. Shorter waits are explained on Account limits and lockouts.

Where you see it: The code step of the sign-in page. The page reloads by itself a moment later. A shorter wording is "Your sign-in expired."
Plans affected: Every plan.
Why it happens: The code step was left open too long, or the page was opened without a sign-in in progress. No attempt was used.
How to fix it: Start the sign-in again and enter the code as soon as the step appears. Have your authenticator app open before you press Sign in.

Where you see it: The code step of the sign-in page. If the account was suspended or removed during the step, the message names that instead, or reads "Your account isn't available."
Plans affected: Every plan.
Why it happens: The account's password was reset after you typed the old one and before you entered the code. This sign-in was cancelled and no recovery code was used up.
How to fix it: Sign in with the new password. If you did not reset it yourself, reset it again now, press Sign out other devices on the Security tab, and tell support.

You have no authenticator app and no recovery code left

Where you see it: The code step of the sign-in page, after losing or replacing your phone without saved recovery codes.
Plans affected: Every plan.
Why it happens: Two-factor authentication asks for a code that only your app or your recovery codes can give. A password reset does not switch it off.
How to fix it: Contact support at https://onflowads.com/support or [email protected], and say that you have lost both your authenticator app and your recovery codes. When our team switches two-factor authentication off, every device is signed out and you receive an email. Sign in with your password and turn two-factor on again with your new phone. See Two-factor authentication.

Signing in with Telegram

After you press Log in with Telegram and return from Telegram, any problem appears in a red box on the sign-in page, above the Sign in button.

Where you see it: The sign-in page, after pressing Log in with Telegram.
Plans affected: Every plan.
Why it happens: Signing in with Telegram is switched off or briefly unavailable. You can also see it when no account exists for your Telegram yet and new accounts through Telegram are paused.
How to fix it: Use another way to sign in. If you have no account yet, create one with the sign-up form and connect Telegram afterwards. See Creating your account.

Where you see it: The sign-in page, after returning from Telegram.
Plans affected: Every plan.
Why it happens: Telegram's confirmation was declined or closed before it finished. Nothing changed.
How to fix it: Press Log in with Telegram again and confirm when Telegram asks.

Where you see it: The sign-in page, after returning from Telegram.
Plans affected: Every plan.
Why it happens: Too much time passed in Telegram, the return opened in a different browser from the one you started in, or your browser blocks cookies for the website.
How to fix it: Start again and finish without a long pause, in the same browser. Allow cookies for onflowads.com if your browser blocks them.

Where you see it: The sign-in page, after returning from Telegram. The same family includes "We couldn’t reach Telegram to finish signing in. Please try again.", "Telegram couldn’t complete the sign-in. Please try again in a moment." and "We couldn’t verify your Telegram sign-in. Please try again."
Plans affected: Every plan.
Why it happens: The last part of the sign-in failed, on Telegram's side or on ours. You are not signed in and nothing was created.
How to fix it: Wait a minute and press Log in with Telegram again. If it fails twice, sign in another way and tell support which of these messages you saw and when.

Where you see it: The sign-in page, after returning from Telegram, Google or Apple.
Plans affected: Every plan.
Why it happens: The Telegram account or email address you signed in with belonged to an Onflow Ads account that was deleted very recently. No new account was created.
How to fix it: Wait until the time named in the message has passed since the deletion, then press the button again. With Telegram, a new account then starts empty, on Free. With Google or Apple, the address of a deleted account can then show a different message, which begins "This email address belonged to an Onflow Ads account that has been deleted". That message is covered on Troubleshooting Getting started.

Signing in with Telegram opened a different, empty account

Where you see it: Your launchpad, after Log in with Telegram. Your channels, wallet and history are missing.
Plans affected: Every plan.
Why it happens: Your main account was created with email and this Telegram was never connected to it. The button therefore opened a separate account that belongs to the Telegram. Nothing moved between the two.
How to fix it: Sign out, then sign in to your main account with its email. To have this Telegram on the main account, write to support from the main account's email address with both User IDs. See Signing in to the website with Telegram.

"Couldn’t sign you in automatically."

Where you see it: Only when the website opens inside Telegram itself, with a Continue anyway link. Related lines are "Automatic sign-in isn’t configured on the site yet.", "Telegram couldn’t verify this session." and "Telegram sign-in isn’t set up on the site yet." with Continue.
Plans affected: Every plan.
Why it happens: The page tried to sign you in from Telegram without asking and could not. Your account is unchanged.
How to fix it: Press Continue anyway and sign in as usual, or open onflowads.com in your normal browser. If the screen says "This Telegram is linked to another account." and you are not sure what to choose, press No, keep them separate and ask support, giving both User IDs.

Adding your email to an account made with Telegram

An account created with Log in with Telegram has no email address yet. These cards cover the Add your email to continue screen.

"Please enter your email address."

Where you see it: The Add your email to continue screen, after pressing Send me a code. Other wordings are "Please enter a valid email address." and "Please enter your own email address."
Plans affected: Every plan.
Why it happens: The box is empty, the address is not complete, or it is not an address with an inbox you can read.
How to fix it: Type an address you own and can open now, then press Send me a code. No code was sent by the refused attempt.

Where you see it: The Add your email to continue screen. Close wordings are "This account's sign-in email has just been set. Reload the page to see it." and "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: The account already has its email address. This screen only adds a first address, and a sign-in email cannot be changed by its owner.
How to fix it: Reload the page. There is nothing more to add. If you need a different address on the account, open the support chat at https://onflowads.com/support and ask our team to move it.

Where you see it: The Add your email to continue screen, after pressing Send me a code. After a correct code, the shorter "That email is already in use." means the same.
Plans affected: Every plan.
Why it happens: Another account already signs in with that address. No address was added to this account.
How to fix it: If the other account is yours, sign out and sign in to it with that email. To bring this Telegram onto that account, contact support with both User IDs. Otherwise type a different address in the box and press Send me a code. If "That email is already in use." appeared after a code, reload first, because the account may already have its email. If it does not, press Use a different address.

"We couldn't send the verification email. Please try again shortly."

Where you see it: The Add your email to continue screen, after pressing Send me a code. The page can also say "Could not send the code. Please try again."
Plans affected: Every plan.
Why it happens: The code email could not be sent just then. Nothing was added to your account.
How to fix it: Check the inbox and the spam folder for a code that already arrived. If there is none, wait a little and press Send me a code once. Pressing repeatedly leads to "Too many attempts. Please wait a few minutes and try again.", which is covered on Troubleshooting Getting started.

"Enter the 6-digit code."

Where you see it: The Add your email to continue screen, after pressing Confirm and continue. A wrong code shows "Incorrect code." with the number of attempts left, or "That code did not match. Please try again." A code sent twice shows "That code has already been used."
Plans affected: Every plan.
Why it happens: The code box is incomplete, or the code is not the newest one we emailed. Each wrong code uses one of a small number of tries.
How to fix it: Open the newest email and type all six digits. If you are unsure which email is the newest, press Send a new code and use that one. If the page says "Network error. Please try again.", check your connection and press Confirm and continue once more.

"That code expired. Tap “Resend code” to get a new one."

Where you see it: The Add your email to continue screen, after pressing Confirm and continue.
Plans affected: Every plan.
Why it happens: The code was not used in time. The email says how long a code lasts. Nothing was added to your account yet.
How to fix it: On this screen the button is labelled Send a new code, not "Resend code". Press it, then type the code from the new email.

"Could not send a new code. Please try again."

Where you see it: The Add your email to continue screen, after pressing Send a new code. Pressing too soon shows "Please wait numbers before requesting another code."
Plans affected: Every plan.
Why it happens: Send a new code was pressed before the wait ended, or the email could not be sent. The button stays grey for a short time after each press.
How to fix it: The code you already received still works, so try it first. Otherwise wait until the button is active again and press it once.

"Add your email address first, then choose again. We confirm this choice with a code sent to your email."

Where you see it: Paid Promotions, when you choose between Advertiser and Channel Owner on an account made with Telegram.
Plans affected: Every plan.
Why it happens: That choice is permanent and is confirmed by an emailed code, and your account has no email address yet. No side was chosen.
How to fix it: Add your email on the screen you are taken to, then make the choice again. See Connecting Telegram and adding your email.

Signing in with Google or Apple

After Continue with Google or Continue with Apple, problems appear in a red box on the sign-in page, above the Sign in button. Each heading quotes the Google wording, and the card names the Apple one.

Where you see it: The sign-in page, after pressing Continue with Google. For Apple it reads "Apple sign-in isn’t available right now."
Plans affected: Every plan.
Why it happens: That way of signing in is switched off or briefly unavailable. A first-time visitor also sees it while new accounts through that button are paused.
How to fix it: Sign in another way. If you already have an account, you can set a password for the same email address with Forgot password? and sign in with email and password.

Where you see it: The sign-in page, after returning from Google. For Apple it reads "Apple sign-in was cancelled."
Plans affected: Every plan.
Why it happens: The Google or Apple screen was closed or declined before it finished. Nothing changed.
How to fix it: Press the button again and approve the request on the Google or Apple screen.

Where you see it: The sign-in page, after returning from Google. For Apple it reads "Your Apple sign-in session expired — please try again."
Plans affected: Every plan.
Why it happens: Too much time passed on the Google or Apple screen, the return opened in a different browser, or your browser blocks cookies for the website.
How to fix it: Start again and finish promptly in the same browser. Allow cookies for onflowads.com. Signing in with Apple in particular needs them.

"We couldn’t verify your Google email. Try another method."

Where you see it: The sign-in page, after returning from Google.
Plans affected: Every plan.
Why it happens: Google did not give us an email address we can use, or it reports the address as not verified. No account was opened or created.
How to fix it: Verify the address in your Google account and try again, or create your account with the sign-up form.

"We couldn’t read your Apple email. Try another method."

Where you see it: The sign-in page, after returning from Apple.
Plans affected: Every plan.
Why it happens: Apple did not give us an email address we can use, or it reports the address as not verified. No account was opened or created.
How to fix it: Press Continue with Apple once more. If the message returns, sign in another way or create your account with the sign-up form.

Where you see it: The sign-in page, after returning from Google. For Apple it reads "We couldn’t complete Apple sign-in. Please try again."
Plans affected: Every plan.
Why it happens: The last part of the sign-in failed, on their side or on ours. You are not signed in.
How to fix it: Press the button again. If it fails a second time, sign in with email and password and tell support which button you used and when.

Google or Apple opened a brand-new empty account

Where you see it: Your launchpad, after Continue with Google or Continue with Apple. Your channels, wallet and history are missing.
Plans affected: Every plan.
Why it happens: Your account is found by email address. The address on that Google account or Apple ID is not the address on your Onflow Ads account, so a second, separate account was opened.
How to fix it: Sign out and sign in with the address your first account uses. Next time, check which address Google or Apple is about to share before you approve. See Signing in with Google or Apple.

Where you see it: The sign-in form refuses the old password, your other devices are signed out, and Telegram and two-factor authentication show as not set up.
Plans affected: Every plan.
Why it happens: The address had been signed up with the form but never confirmed with a code. Google or Apple proved the address is yours, so the account became yours and its unconfirmed set-up was cleared. Your wallet, channels and campaigns are kept.
How to fix it: Keep signing in with the Google or Apple button. If you also want a password, press Forgot password?. Then connect Telegram and turn two-factor authentication on again.

Resetting your password

These cards follow the three steps of the reset page at onflowads.com/reset-password: your address, the code, the new password.

"Please enter a valid email address."

Where you see it: The first step of the reset page, after pressing Send reset code.
Plans affected: Every plan.
Why it happens: The Email address box is empty or the address is not complete.
How to fix it: Type the email address you sign in with and press Send reset code again.

No reset email arrives

Where you see it: The reset page has moved on to Check your email, but your inbox stays empty.
Plans affected: Every plan.
Why it happens: The page moves on whatever you type. No code is sent when the address has a typing mistake or your account uses a different address. The same is true for an account made with Telegram that has no email yet, and for a suspended or deleted account. It also happens when too many codes were requested recently.
How to fix it:
1. Look in spam for an email whose subject starts with "Your Onflow Ads password reset code".
2. Go back and read the address again, then try any other address you use.
3. If the account was made with Telegram, sign in with Telegram and add an email first.
4. Otherwise wait a while and ask for a code once.

"Password reset by email isn't available right now. Please contact support."

Where you see it: The first step of the reset page, after pressing Send reset code.
Plans affected: Every plan.
Why it happens: We cannot send reset emails at the moment. Nothing changed on your account.
How to fix it: Try again later. If you need access now, open https://onflowads.com/support or write to [email protected], and give your sign-in email.

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

Where you see it: The reset page, after pressing Send reset code or Reset password. A shorter wait reads "Too many attempts. Please wait a minute and try again."
Plans affected: Every plan.
Why it happens: Resets were requested too often in a short time. This request sent no code.
How to fix it: Use the code already in your inbox if you have one. Otherwise wait as the message says and ask once. See Account limits and lockouts.

"Enter the 6-digit code from your email."

Where you see it: The Check your email step of the reset page, after pressing Verify code. A wrong code shows the number of tries left, or "Incorrect code. Please try again."
Plans affected: Every plan.
Why it happens: The Reset code box is incomplete or holds a code that is not the newest one. Each wrong code uses one try.
How to fix it: Type the code from the newest email and press Verify code. This page does not move on by itself when the sixth digit is typed.

"That code expired. Please start again."

Where you see it: The Check your email step of the reset page. The page returns to the first step a moment later.
Plans affected: Every plan.
Why it happens: The reset is no longer open. Too much time passed, or it was started in another browser.
How to fix it: Start again and finish in one sitting, in the same browser. If no code has reached your inbox, see the card "No reset email arrives".

"You can request another code in numbers."

Where you see it: Under the code box on the reset page, after pressing Resend code. Other lines there are "A new code is on the way.", "Couldn't resend right now.", "We couldn't resend the email. Please try again shortly.", "You've requested too many codes. Please start again." and "Your verification session expired. Please sign up again."
Plans affected: Every plan.
Why it happens: Resend code was pressed too soon, too many times, while email could not be sent, or after the reset closed. The last line is worded for sign-up, but here it means the reset must be started again.
How to fix it: Wait for the countdown, then press Resend code once. The code you already have still works. If the line tells you to start again or to sign up again, go back to the first step and enter your address.

"Please choose a password with at least 8 characters."

Where you see it: The Choose a new password step, after pressing Reset password. Related messages are "Those passwords don't match.", "Choose a password 8-20 characters long.", "Password needs a lowercase letter.", "Password needs an uppercase letter.", "Password needs a number.", "Password needs a symbol (e.g. ! ? # …).", "Password can't contain spaces.", "That password is too common — please pick another." and "Password can't contain your email name."
Plans affected: Every plan.
Why it happens: The new password breaks the rule the message names, or the two boxes differ. Nothing was saved and your old password still works.
How to fix it: Choose a password of 8 to 20 characters with a lowercase letter, an uppercase letter, a number and a symbol. Use no spaces, no common password and not the first part of your email address. Type it in both boxes and press Reset password.

"Your reset session expired. Please start again."

Where you see it: The Choose a new password step, after pressing Reset password.
Plans affected: Every plan.
Why it happens: Too much time passed between the code being accepted and the new password being sent. The password was not changed.
How to fix it: Start again from the first step. Decide on the new password before you ask for the code, so the last step takes a moment.

Where you see it: The Choose a new password step, after pressing Reset password a second time.
Plans affected: Every plan.
Why it happens: The first press already saved the new password. The second press had nothing left to do.
How to fix it: Go to the sign-in page and sign in with the new password. Start the reset again only if that password is refused.

"This account has been deleted, so its password can't be changed. Write to [email protected] if you need help."

Where you see it: The Choose a new password step, after pressing Reset password.
Plans affected: Every plan.
Why it happens: The account was deleted while the reset was open. There is no account left for a password to belong to.
How to fix it: If you did not ask for the deletion, write to [email protected] from the account's email address and give your User ID if you still have it.

"Couldn't reset your password. Please try again."

Where you see it: Any step of the reset page. The same family includes "Network error — please try again." and "Something went wrong. Please try again."
Plans affected: Every plan.
Why it happens: Your browser could not reach the website, or got no answer it could read. The page cannot tell whether the step went through.
How to fix it: Check your connection and press the button again. If the last step was the one that failed, try signing in with the new password first. If it works, the reset went through.

Where you see it: Every browser and device where you were signed in, straight after a password reset. Two-factor authentication still asks for its code.
Plans affected: Every plan.
Why it happens: A finished reset signs every device out on purpose, including the one you used. It does not touch two-factor authentication.
How to fix it: Sign in on each device with the new password, and enter your two-factor code if it is on. This is expected and nothing is wrong.

Setting up and managing two-factor authentication

These cards cover the Security tab of your account page: turning two-factor on or off and regenerating recovery codes.

"Verify your email before enabling two-factor."

Where you see it: Your account page, Security tab, after pressing Enable two-factor.
Plans affected: Every plan.
Why it happens: The email address on the account has not been confirmed with a code, so setup did not start.
How to fix it: Sign out and sign in again. You are sent a code and taken to Check your email. Enter the code, then return to the Security tab.

"Two-factor is already enabled."

Where you see it: Your account page, Security tab, after pressing Enable two-factor.
Plans affected: Every plan.
Why it happens: Two-factor authentication was turned on in another tab or on another device, and this page had not caught up.
How to fix it: Reload the page. The tab then shows the badge Two-factor is on and the controls for managing it.

"Could not start setup."

Where you see it: Your account page, Security tab, after pressing Enable two-factor. A lost connection shows "Network error." instead.
Plans affected: Every plan.
Why it happens: The page got no usable answer when it asked to start setup. Nothing changed on your account.
How to fix it: Check your connection and press Enable two-factor again.

"Use the key below" appears where the QR code should be

Where you see it: The setup panel on the Security tab, in the place of the QR code.
Plans affected: Every plan.
Why it happens: The QR picture could not be drawn. The rest of the setup works as usual.
How to fix it: Press Copy setup key. In your authenticator app, choose to add an account by typing a key, and paste it. Then enter the code the app shows.

"Enter the 6-digit code from your app."

Where you see it: The setup panel on the Security tab, after pressing Turn on 2FA.
Plans affected: Every plan.
Why it happens: The confirm box does not hold six digits. A recovery code does not work for this first confirmation.
How to fix it: Type the six digits your authenticator app shows now and press Turn on 2FA.

"That code didn't match. If you have more than one “Onflow Ads” entry in your authenticator app, it is almost certainly reading an old one — check the entry against the key on this page, or start over with a new key and delete the rest."

Where you see it: The setup panel on the Security tab, after pressing Turn on 2FA.
Plans affected: Every plan.
Why it happens: The code is not the one for the key on screen. Two-factor authentication is still off.
How to fix it:
1. Delete every old "Onflow Ads" entry from your authenticator app.
2. Scan the QR code on screen again, or press Start over with a new key and scan the new one.
3. Set your phone's date and time to automatic.
4. Enter the code the app shows now.

"Your setup expired. Start again."

Where you see it: The setup panel on the Security tab, after pressing Turn on 2FA.
Plans affected: Every plan.
Why it happens: The panel was left open too long without being confirmed. Two-factor authentication is still off, and that key and its recovery codes no longer count.
How to fix it:
1. Delete the entry you just added to your authenticator app.
2. Press Enable two-factor and scan the new QR code.
3. Save the new recovery codes, not the earlier ones.
4. Enter the app's code and press Turn on 2FA.

"That code didn't match."

Where you see it: The Security tab, after pressing Disable 2FA or Generate new codes. An empty box shows "Enter your code."
Plans affected: Every plan.
Why it happens: The code is wrong or missing, or it is a recovery code that was already used. Nothing changed.
How to fix it: Enter the current code from your authenticator app, or a recovery code you have not used before.

"Two-factor isn't enabled."

Where you see it: The Security tab, after pressing Regenerate recovery codes and then Generate new codes. If two requests crossed, it reads "Your recovery codes were just changed by another request. Reload the page and generate them again."
Plans affected: Every plan.
Why it happens: Two-factor authentication was turned off in another tab, or recovery codes were regenerated twice at the same moment. The codes on screen may not be the ones that work.
How to fix it: Reload the page, then regenerate once. Save the set shown after the reload and throw away every earlier set.

Where you see it: The Security tab, after pressing any two-factor button. On the Add your email to continue screen the same thing reads "Sign in to continue."
Plans affected: Every plan.
Why it happens: Your sign-in ended while the page was open. Nothing changed.
How to fix it: Sign in again, return to the page and repeat the step.

Recovery codes you saved during setup are refused

Where you see it: The code step of the sign-in page, or the Security tab, when you type a recovery code you wrote down.
Plans affected: Every plan.
Why it happens: The setup panel was opened more than once before you confirmed. Each opening shows a new set, and only the set on screen when you pressed Turn on 2FA works. Regenerating the codes later also replaces every earlier set.
How to fix it: While signed in, open the Security tab and press Regenerate recovery codes. Confirm with a code from your app, then save the set that is shown.

An email about two-factor that you did not expect

Where you see it: Your inbox. The subject is "Two-factor authentication was turned off", "Two-factor authentication is on", or it starts with "Onflow Ads security".
Plans affected: Every plan.
Why it happens: Two-factor authentication was changed on your account. The change named in the email is already in force, and it may not have been you.
How to fix it: If it was not you:
1. Reset your password at once. This signs every device out.
2. Sign in and turn two-factor authentication back on.
3. Press Sign out other devices on the Security tab.
4. Contact support with the Account ID shown in the email. It is the same as the User ID on your account page.

"Two-factor is on. Any other device that was signed in has been signed out."

Where you see it: The Security tab, straight after pressing Turn on 2FA.
Plans affected: Every plan.
Why it happens: This is the confirmation, not an error. Turning two-factor on signs out every other browser and device. The one you are using stays signed in.
How to fix it: Nothing needs fixing. Sign in again on your other devices. Each one now asks for a code after your password.

A recovery link from our team

When you ask support for help getting back in, our team can send you an email with a link. Its subject starts with "Onflow Ads security". The link works once and for a limited time, and nothing changes until you press the button on its page.

"This link can’t be used"

Where you see it: The page the emailed link opens. Under it: "This link has expired or was already used. Ask our team to send a new one." A shorter wording is "It has expired or was already used. Ask our team to send a new one."
Plans affected: Every plan.
Why it happens: The link is too old or was already used, or the account changed after the link was sent. Nothing changed on your account.
How to fix it: Reply to the support conversation and ask for a new link. Use the new one soon after it arrives.

"Open the link from your email"

Where you see it: The recovery page, with the line "Open the link in our email again — it works until it has been used."
Plans affected: Every plan.
Why it happens: The page was reloaded, or its address was typed or bookmarked instead of being opened from the email. The link itself is still good.
How to fix it: Go back to the email and press the link again. Do not reload the page it opens.

"We couldn’t check this link just now. Try again in a moment."

Where you see it: The recovery page, when it opens. After pressing the button, the same kind of problem reads "Network error — please try again." or "That didn’t work. Ask our team for a new link."
Plans affected: Every plan.
Why it happens: The page could not reach us, or the step did not go through. The link has not been used up by a failed check.
How to fix it: Check your connection and open the link from the email again. If the page tells you to ask for a new link, reply to the support conversation and ask for one.

"That address is no longer available. Ask our team to start again."

Where you see it: The recovery page for a new sign-in email, after pressing Confirm this email. That page is headed "Confirm your new sign-in email" and reads "Our team is moving your Onflow Ads sign-in email to the new address. Press the button to confirm it. Every device will be signed out and you’ll sign in with the new address."
Plans affected: Every plan.
Why it happens: Since the link was sent, another account started using the new address. Your sign-in email was not moved.
How to fix it: Tell support, and give them a different address that no Onflow Ads account uses. They send a new link to it.

"We couldn't send the code just now. Press the button again in a minute."

Where you see it: The recovery page for a password reset, after pressing Email me the code.
Plans affected: Every plan.
Why it happens: The code email could not be sent at that moment. The link is kept, so you can use it again.
How to fix it: Wait a minute and press Email me the code again. When the code arrives, continue on the reset page as usual.

An unexpected "Onflow Ads security" email

Where you see it: Your inbox, for example "Onflow Ads security: Reset your password", "Onflow Ads security: Your password was reset", "Onflow Ads security: Confirm your new sign-in email" or "Onflow Ads security: Your sign-in email was changed".
Plans affected: Every plan.
Why it happens: Someone asked our team to change how this account signs in. If that was not you, somebody may be trying to take the account.
How to fix it: Do not press the button on the page. It carries the same advice: "If you didn’t ask our team for this, don’t press the button — write to [email protected] instead." Write from your sign-in address and quote the Account ID shown in the email.

Still stuck?

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

Tell us:

what you were doing, and which button you pressed last
the exact message, copied word for word
your User ID from your account page, if you can reach it
the reference shown in the message, if there is one
the date and time it happened

We never ask for a password, an emailed code, an authenticator code or a recovery code. We do not give support in Telegram direct messages. More ways to reach us are on Help and support overview.

Signing in with email and password​

"Enter a valid email address."​

"Incorrect email or password."​

"Your account has been suspended."​

"Your account is suspended until date."​

"Please verify your email first — we sent a 6-digit code to it."​

"Network error — please try again."​

A button in the bot opens the sign-in page instead of the page it promised​

"This account no longer exists. Please sign in again."​

"Access denied."​

You were signed out without pressing Sign out​

You sign in and are sent straight back to the sign-in page​

The two-factor step at sign-in​

"Enter the 6-digit code from your app, or one of your recovery codes."​

"Incorrect code. Number attempts left."​

"That code has already been used. Wait for the next one in your authenticator app."​

"That recovery code has already been used."​

"Too many incorrect codes. For your security this is locked for 6 hours."​

"Your sign-in expired. Please sign in again."​

"Your password was changed. Please sign in again."​

You have no authenticator app and no recovery code left​

Signing in with Telegram​

"Telegram sign-in isn’t available right now."​

"Telegram sign-in was cancelled."​

"Your Telegram sign-in session expired — please try again."​

"We couldn’t complete Telegram sign-in. Please try again."​

"This sign-in was used on an account deleted less than 48 hours ago. To protect that deletion, it can’t open a new account until the 48 hours have passed."​

Signing in with Telegram opened a different, empty account​

"Couldn’t sign you in automatically."​

Adding your email to an account made with Telegram​

"Please enter your email address."​

"This account already has a sign-in email. If you need it changed, ask our team through the support chat — they can move it for you."​

"That email already belongs to an Onflow Ads account. If it is yours, sign out and sign in with that email instead — or enter a different address here."​

"We couldn't send the verification email. Please try again shortly."​

"Enter the 6-digit code."​

"That code expired. Tap “Resend code” to get a new one."​

"Could not send a new code. Please try again."​

"Add your email address first, then choose again. We confirm this choice with a code sent to your email."​

Signing in with Google or Apple​

"Google sign-in isn’t available right now."​

"Google sign-in was cancelled."​

"Your Google sign-in session expired — please try again."​

"We couldn’t verify your Google email. Try another method."​

"We couldn’t read your Apple email. Try another method."​

"We couldn’t complete Google sign-in. Please try again."​

Google or Apple opened a brand-new empty account​

After a first Google or Apple sign-in your old password stopped working​

Resetting your password​

"Please enter a valid email address."​

No reset email arrives​

"Password reset by email isn't available right now. Please contact support."​

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

"Enter the 6-digit code from your email."​

"That code expired. Please start again."​

"You can request another code in numbers."​

"Please choose a password with at least 8 characters."​

"Your reset session expired. Please start again."​

"Your password was already reset. Please sign in with it, or start again."​

"This account has been deleted, so its password can't be changed. Write to [email protected] if you need help."​

"Couldn't reset your password. Please try again."​

Every device asks you to sign in again after a reset​

Setting up and managing two-factor authentication​

"Verify your email before enabling two-factor."​

"Two-factor is already enabled."​

"Could not start setup."​

"Use the key below" appears where the QR code should be​

"Enter the 6-digit code from your app."​

"That code didn't match. If you have more than one “Onflow Ads” entry in your authenticator app, it is almost certainly reading an old one — check the entry against the key on this page, or start over with a new key and delete the rest."​

"Your setup expired. Start again."​

"That code didn't match."​

"Two-factor isn't enabled."​

"Please sign in to continue."​

Recovery codes you saved during setup are refused​

An email about two-factor that you did not expect​

"Two-factor is on. Any other device that was signed in has been signed out."​

A recovery link from our team​

"This link can’t be used"​

"Open the link from your email"​

"We couldn’t check this link just now. Try again in a moment."​

"That address is no longer available. Ask our team to start again."​