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Troubleshooting advertiser booking and checkout

This page covers every problem between pressing Book a post and seeing your receipt: the six steps of the booking composer, your saved templates, the cart and paying. Find the message you see, or the thing that is not working, under the task you were doing.

A refused step never costs you money. A booking is charged only when the payment succeeds and the receipt appears. For problems after you have paid, see Troubleshooting advertiser campaigns and disputes.

Opening the composer and picking a slot​

These are the problems you can meet when the booking composer opens and on its first step, Slot, where you choose the placement, the day and the time.

"We couldn't load that channel to book."​

  • Where you see it: The booking composer, in place of the steps, with the line "It may have been removed, or the link is missing its listing. The marketplace has plenty more." and a Back to marketplace button.
  • Plans affected: Every plan.
  • Why it happens: The channel is no longer listed, or the address you followed does not point at a listing.
  • How to fix it: Press Back to marketplace and open the channel from there. If it no longer appears, the owner has removed or paused it. Choose another channel.

"We couldn't load this booking."​

  • Where you see it: The booking composer, with the line "Check your connection, then try again. Nothing was booked or charged." and a Try again button.
  • Plans affected: Every plan.
  • Why it happens: The page could not reach us while it was loading, usually because of a weak connection.
  • How to fix it: Check your connection and press Try again. What you had already written for this channel is kept in this browser.

"This channel takes bookings the channel's lead time. Pick a later time."​

  • Where you see it: The Slot step, when you press Continue. You may also see a notice titled "Too soon", or day and time chips that are greyed out. Typing a time under Custom time on a day that is too close can read "That day is inside this channel's lead time — pick a later day."
  • Plans affected: Every plan.
  • Why it happens: Each channel owner sets how far ahead a booking must start. The time you chose is closer than that. It can also happen when time has passed while you were writing.
  • How to fix it: Choose a day and time that are not greyed out, or press Custom time and enter a minute at or after the earliest one the message names. The note under the time chips states the channel's lead time.

"Pick your slot again"​

  • Where you see it: A notice when you reopen a draft: "The time you picked for this placement is no longer available. Pick a new one." On the Slot step you may instead see "Pick a day and a time for your post." or "That placement isn't sold on this channel any more — pick another."
  • Plans affected: Every plan.
  • Why it happens: The time saved with your draft can no longer be booked, no time is chosen yet, or the owner has stopped selling that placement.
  • How to fix it: Choose a placement, a day and a time again, then press Continue. The rest of your draft is unchanged.

"Best-time scheduling is a paid feature."​

  • Where you see it: The Slot step, under Suggest the best time for this channel, together with a card that has a See plans button.
  • Plans affected: Free and Lite.
  • Why it happens: The AI best-time suggestion is included on Plus and above.
  • How to fix it: Pick the day and time by hand. The suggestion is optional and the booking works without it. To use it, see What each plan gives advertisers.

"You’ve used today’s AI actions — pick a time above, or try again tomorrow."​

  • Where you see it: The Slot step, under Suggest the best time for this channel.
  • Plans affected: Plus and above.
  • Why it happens: The suggestion uses one AI action, and your allowance for the day is used.
  • How to fix it: Pick a time by hand, or ask again tomorrow. Your allowance is explained on AI allowance and limits by plan.

"Not enough recent posts on this channel to recommend a time yet — pick any slot."​

  • Where you see it: The Slot step, under Suggest the best time for this channel. Related lines: "No upcoming slot on this channel's busy days fits the booking window — pick any slot.", "Couldn’t read this channel’s posting pattern just now — pick any slot." and "The best slot on this channel is day and time — further out than this picker shows. Pick the closest day above." When the suggestion cannot be prepared at all, the line reads "Scheduling is temporarily unavailable." or "That channel isn’t available to schedule."
  • Plans affected: Plus and above.
  • Why it happens: The channel has too little posting history, its best day is later than the days offered, or the suggestion could not be prepared at that moment.
  • How to fix it: Pick a time by hand. No AI action is used when no suggestion is made.

Templates​

A template is an ad post you chose to keep. These problems appear on the composer's Template step, on the Templates page, and when you press Save as template.

"We couldn't load your templates just now."​

  • Where you see it: The composer's Template step or the Templates page, with "Nothing was changed." and a Retry button. A single template can also answer "Couldn't load that template." or "Couldn't open that template." In the composer the notice for one template is titled "Template not loaded".
  • Plans affected: Every plan.
  • Why it happens: The list or the template could not be fetched, usually because of the connection.
  • How to fix it: Press Retry. In the composer you can also press Start blank and write the post now. Your saved templates are untouched.

"No templates yet"​

  • Where you see it: The Templates page, with "Write an ad in any booking and press Save as template, or start one here — it will be ready for your next campaign." and a New template button. The composer's Template step reads "No saved templates yet. Write this post, then keep it with Save as template on the last step — it will be here for your next campaign."
  • Plans affected: Every plan.
  • Why it happens: You have not saved an ad post as a template yet. A template is saved only when you ask for it, so booking a post does not create one.
  • How to fix it: Nothing is wrong. Press New template to write one now, or press Save as template on the Review step of your next booking. In the composer, press Start blank to carry on without one.

"This template is past what your library keeps open. Delete an older one to open it."​

  • Where you see it: A template that shows Locked in the composer or on the Templates page. Pressing it can also read "This template is locked on your plan." The Templates page states how many are locked. Saving a change to a locked template answers "This template is past your plan’s library allowance, so it is read-only for now. It is kept exactly as it is.", in a notice titled "Locked template". The card with it can read "Your plan’s template library is full, so the newest templates are kept read-only until it covers them again." The line at the top of the Templates page reads "number locked — your plan keeps your plan's limit templates unlocked, oldest first. The rest stay exactly as they are."
  • Plans affected: Every plan. It happens when you hold more templates than your plan keeps unlocked, usually after a plan change.
  • Why it happens: Each plan keeps a set number of templates unlocked, oldest first. The newer ones are kept exactly as they are, but cannot be edited or used until there is room.
  • How to fix it: Delete templates you no longer need until the locked one opens, or move to a plan that keeps more. A locked template can still be deleted. The numbers are on Booking a paid placement.

"Your plan keeps your plan's limit saved templates. Delete one to add another."​

  • Where you see it: The composer's Review step after pressing Save as template, on a card with a See plans button. On Ultimate it is a notice titled "Template library full". The Templates page reads "Library full. Delete a template to add another." When no card is shown, the notice reads "Your plan's template allowance is full." On the Templates page, a new template that cannot be started has a notice titled "No new template", which can read "Couldn't create a template."
  • Plans affected: Every plan. Each plan keeps its own number of templates.
  • Why it happens: Your library already holds as many templates as your plan keeps.
  • How to fix it: Open Templates, delete one you no longer need, then save again. Your booking is not affected: you can add the post to the cart without saving it as a template.

"Template not saved"​

  • Where you see it: A notice after pressing Save as template in the composer, or "Not saved" in the template editor. The line under it reads "Write your ad post first — a template needs something to keep.", "Fix the issues under the post first.", "Give every button both a label and a link, or clear the row." or "Couldn't save that template." Saving an empty post from the composer can also answer "Write your ad post before saving it as a template."
  • Plans affected: Every plan.
  • Why it happens: The post is empty, a check under the editor is still failing, a button row is half filled, or the connection dropped.
  • How to fix it: Fix what the line names, then save again. What you typed in the template editor is kept in this browser and restored when you reopen it.

A template cannot be deleted while it is on a live auction bid​

  • Where you see it: The Templates page, after pressing Delete. The message reads "This post is the creative on number live auction bids you are leading — deleting it would leave nothing to publish if you win, and the slot would go unsold. Change the post on those bids first, or let the auctions close." Any other delete that fails reads "Couldn't delete that template." You may instead see "We can’t currently confirm whether this post is attached to a live bid. Please try again in a moment."
  • Plans affected: Every plan.
  • Why it happens: You are the leading bidder in an auction with this post chosen as the ad. If you win, this is the post that runs.
  • How to fix it: Choose a different post on that bid first, or wait until the auction closes, then delete the template. For the second message, wait a moment and press Delete again.

Writing the post, buttons and links​

These problems appear on the composer's Write step and in the link dialog. Some are checked again when you press Add to cart and when you pay.

"Write your ad post — the words are what the owner reviews and what the channel's readers see."​

  • Where you see it: The Write step, when you press Continue. The check row under the editor reads "Write your ad post, or attach a photo." The checklist and the checkout say the same as "Write your ad post before booking."
  • Plans affected: Every plan.
  • Why it happens: The post text is empty.
  • How to fix it: Write the post in Post text, or press Draft with AI to start from a draft, then press Continue.

"Telegram allows the limit characters for this post — shorten it."​

  • Where you see it: The Write step, when you press Continue. With a photo or video attached, the message adds "(a caption is shorter than a text post)". A row under the editor begins "Too long". On the Media step the same problem reads "With media attached Telegram allows the limit characters. Shorten the post on the Write step, or remove the media." The wording of that row varies: "Too long for Telegram — shorten the post.", "Too long — Telegram allows 4,096 characters in a text post.", "Too long — Telegram allows 1,024 characters in a caption when a photo or video is attached (4,096 for a text-only post)." or, on the Templates page, "Too long — Telegram allows 1,024 characters in a caption when media is attached." The check on the Check step reads "Too long — trim number characters. A paid placement keeps a little of Telegram's limit-character message limit for the “advertisement via onflowads.com” line, so this post can run to your limit." Saving can answer with a longer sentence that begins "Telegram caps a caption at" and ends "Shorten the text or remove the media". The Templates page also notes "33 characters are held back for the “advertisement via onflowads.com” line most channels carry under a placement."
  • Plans affected: Every plan.
  • Why it happens: The post is longer than Telegram allows. A post with a photo or video has a much shorter limit than a text-only post, and a few characters are always held back for the advertising line under a placement.
  • How to fix it: Shorten the text until the counter under the editor stops showing an overrun, or remove the photo or video. The counter is the figure that applies to your post.

"Button the button's number needs both a label and a link — or clear the row."​

  • Where you see it: The Write step, when you press Continue. Saving can also answer "Each button needs a label and a link.", "Button text must be 1–the limit characters." or "Button text cannot contain line breaks." Under the editor the same row reads "Button the button's number needs both a label and a link — half-filled rows are not saved."
  • Plans affected: Every plan that includes inline buttons: Lite and above.
  • Why it happens: A button row has a label without a link, a link without a label, or a label that is too long.
  • How to fix it: Complete the row, shorten the label, or press Remove on the row.

"The editor didn't load — refresh the page and try again."​

  • Where you see it: The Write step. If your browser has scripts switched off, the page reads "The composer needs JavaScript." instead. That page adds "Enable JavaScript to write your ad, schedule the posting window and add the placement to your cart." On the Templates page the same problem reads "The editor didn't load — refresh and try again." or "The composer didn't load — refresh and try again."
  • Plans affected: Every plan.
  • Why it happens: Part of the page did not finish loading.
  • How to fix it: Reload the page. Your draft for this channel is kept in this browser. If your browser blocks scripts, allow them for onflowads.com.

"No link yet — add a text link or a button so results can be measured."​

  • Where you see it: An amber warning under the editor on the Write step.
  • Plans affected: Every plan.
  • Why it happens: The post has no link, address, channel handle or button, so taps and joins cannot be counted for it.
  • How to fix it: Add a link or a button if you want results counted. This is a warning only. You can continue without one. See Tracked links and delivery proof.

"Your plan allows up to your plan's limit buttons per post."​

  • Where you see it: When the post is saved. On Lite, which includes one button, it ends "1 button per post." On the Write step the extra button rows show Locked, and pressing one opens a card titled "Inline buttons" or "More inline buttons". On Free the message reads "Inline buttons are not available on this account." On Free the "Inline buttons" card reads "Lite and above can add inline buttons under a post."
  • Plans affected: Free has no inline buttons. Lite, Plus and Elite each allow fewer buttons than Master and Ultimate.
  • Why it happens: The post carries more buttons than your plan includes. This can also happen after a plan change, if the post was written on a higher plan.
  • How to fix it: Press Remove on the extra buttons, or move to a plan that includes them. Nothing is removed for you. The numbers are on Post buttons and links by plan.
  • Where you see it: The link dialog on the Write step. Before you type anything, the dialog prompts "Paste a full https:// URL."
  • Plans affected: Every plan.
  • Why it happens: The address is incomplete or mistyped.
  • How to fix it: Paste the full address, starting with https://, with no spaces.
  • Where you see it: The link dialog, or when the post is saved. The card reads "Lite and above can link to private Telegram chats and invite links."
  • Plans affected: Free.
  • Why it happens: Links to private Telegram chats and invite links are included on Lite and above.
  • How to fix it: Link to a public channel or group by its public address, or move to Lite or above.
  • Where you see it: The link dialog, when you add a link that leads outside Telegram.
  • Plans affected: Every plan. The add-on is bought once from your wallet and is not part of any plan.
  • Why it happens: Web links in a post need the External Links add-on on your current plan. The add-on belongs to the plan you bought it on, so after a plan change you buy it again.
  • How to fix it: Press Enable external links in the link dialog. The button shows the price that applies now, which is the one taken from your wallet. If you see "Not enough wallet balance. Top up your wallet and try again.", add funds first. If the purchase does not go through, the dialog reads "Could not enable external links. Try again."; press the button once more. If the add-on was already on your account, it reads "Already enabled for your tier." and nothing is charged.
  • Where you see it: When the post is saved: on Run the check, Add to cart or the pay button. Related messages: "This address can’t be opened from an ad: the address. Use a t.me or https:// address instead.", "This link can’t be used in an ad: the address. Use a full https:// address with no spaces." "This link points into a reader's own device or network: the address. Use a public https:// address." and "This post already has one of our short links in it. Put the real address there instead; we make the short link for you."
  • Plans affected: Every plan.
  • Why it happens: The address is not one an ad may carry, or it is an onflowads.com short link from an earlier campaign. Each booking gets its own counted links, made for you.
  • How to fix it: Replace it with the real, full, public address of the page you are advertising, starting with https://, or with a Telegram address. Do not use a link shortener.

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

  • Where you see it: When the post is saved: on Run the check, Add to cart or the pay button.
  • Plans affected: Every plan.
  • Why it happens: The post text holds more links than one ad may carry.
  • How to fix it: Remove links until you are at or under the number the message names.
  • Where you see it: When the post is saved. The same refusal for private links reads "Private Telegram links can't be used in ads right now."
  • Plans affected: Every plan.
  • Why it happens: That kind of link is switched off for all ads for the moment.
  • How to fix it: Use a public Telegram link for now, or try again later. Nothing was charged.

"Couldn’t draft that just now — no action was used."​

  • Where you see it: The "Draft your ad post" dialog. Related lines: "Describe the ad you want, and I’ll draft it.", "The AI could not do that just now - nothing was used.", "The AI returned nothing - nothing was used.", "Network error - please try again." and, when your daily or monthly AI actions are used, "You have used your AI allowance for now." The dialog can also say "Tell the AI what the post is about first.", "There is no copy to improve yet." or "Your ad post could not be saved yet - nothing was used. Please try again."
  • Plans affected: Every plan. The size of the AI allowance depends on your plan.
  • Why it happens: The description was too short, the AI assistant could not return a draft at that moment, or your allowance is used.
  • How to fix it: Describe the offer in a full sentence and press Generate again. An AI action is used only when a usable draft comes back. If the allowance is used, write the post by hand: the composer works without AI. AI allowance and limits by plan shows when it resets.

"That request breaks our content policy. Please try a different, on-topic prompt."​

  • Where you see it: The "Draft your ad post" dialog, for a text draft or an image. A draft or image that is refused after it was made reads "The draft broke our content rules, so it was not used and no action was spent. Try a different brief." or "The generated image broke our content rules, so it was not used and no image was spent. Try a different description."
  • Plans affected: Every plan for text. Master and Ultimate for images.
  • Why it happens: The request or the result falls outside what the AI tools may produce.
  • How to fix it: Describe your product in different words. Nothing was used from your allowance. The rules are on Content rules for the AI tools.

Photos, video and AI images​

These problems appear on the composer's Media step, where you attach photos or one video, and in the template editor's own Media step.

"That photo or video is its size — the limit is the limit."​

  • Where you see it: The Media step, as soon as you choose a file. You may instead see "That file is over the limit MB limit. Please upload a smaller one.", or a message that the image is too large or too long and thin for Telegram. Those two messages begin "That image is too large for Telegram" and "That image is too long and thin for Telegram", each followed by the image's measurements.
  • Plans affected: Every plan.
  • Why it happens: The file is bigger than a photo or a video may be, or its shape is one Telegram does not accept.
  • How to fix it: Export a copy smaller than the limit the message names and attach that. For a very wide or very tall image, crop it closer to a normal photo shape.

"That file is not an image."​

  • Where you see it: The Media step. For a video it reads "That file is not a video." Uploading can also answer "Please upload a JPG, PNG, WebP or GIF image.", "Please upload an MP4, MOV or WebM video." or "We couldn't use that image - the reason. Please choose another one."
  • Plans affected: Every plan.
  • Why it happens: The file is not one of the accepted types, or it could not be read as a picture.
  • How to fix it: Save the picture as JPG, PNG, WebP or GIF, or the video as MP4, MOV or WebM, and attach it again.

"Upload failed — check your connection."​

  • Where you see it: The Media step. Related lines: "Couldn't upload that file.", "That file could not be attached.", "Could not read that upload — please try again.", "Couldn't start your ad post — try again." and "Media uploads aren’t available yet — please try again later." Less often: "Choose a file to upload.", "Couldn't add that image — try again." and "That image or video isn’t in this post any more. Refresh the page and try again."
  • Plans affected: Every plan.
  • Why it happens: The file did not reach us, or the post could not be saved before the file was attached.
  • How to fix it: Check your connection and attach the file again. If the message is "Couldn't start your ad post — try again." more than once, go back to the Write step: a refused link or an extra button is usually the cause.

"Your plan attaches up to your plan's limit items to an ad post."​

  • Where you see it: The Media step, when you add one photo too many.
  • Plans affected: Every plan. Each plan has its own number of photos per post.
  • Why it happens: The post already carries as many photos as your plan includes.
  • How to fix it: Remove a photo before adding another, or move to a plan with more. The note on the Media step states your number.

"Video creatives are a paid feature on Paid Promotions."​

  • Where you see it: The Media step, where the Video type shows Locked and opens a card titled "Video creatives". At checkout it reads "Video creatives aren’t included on this account — swap the video for a photo to book." Before the post has been saved once, the card reads "Run a video as the ad creative."
  • Plans affected: Free, Lite and Plus.
  • Why it happens: A video as the ad is included on Elite and above. The checkout message appears when a post with a video was made on a higher plan.
  • How to fix it: Use a photo instead, or move to Elite or above. Nothing is charged for the refused checkout.

"Telegram cannot show buttons under an album. Keep one photo, a video, or go back and remove the buttons."​

  • Where you see it: The Media step, when you press Continue. A row under the editor and the checkout say the same in slightly different words. The checkout wording is "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."
  • Plans affected: Every plan that includes inline buttons: Lite and above.
  • Why it happens: Two or more photos go out as one album, and Telegram does not show buttons under an album.
  • How to fix it: Keep the buttons with one photo, one video or a text-only post. To keep several photos, remove the buttons and put the link in the text.

"AI image generation isn’t included on this account."​

  • Where you see it: The Media step after pressing Generate image with AI. In the dialog's Image tab it reads "AI images are not available on this account."
  • Plans affected: Free, Lite, Plus and Elite.
  • Why it happens: AI images are included on Master and Ultimate.
  • How to fix it: Upload your own photo. To use AI images, see What each plan gives advertisers.

"You've used your AI image allowance (daily and/or monthly). Daily resets at 00:00 UTC, monthly on the 1st."​

  • Where you see it: The Media step or the dialog's Image tab.
  • Plans affected: Master and Ultimate.
  • Why it happens: Your AI images for the day or the month are used.
  • How to fix it: Upload a photo, or wait for the reset the message names. See AI allowance and limits by plan. If the line reads "AI is paused on your account while a review is open." or "Image generation is limited while your reliability recovers.", upload your own photo and see Your reliability as an advertiser.

"The AI couldn't create that image just now — no image was used. Please try again in a moment."​

  • Where you see it: The Media step or the dialog's Image tab. Related lines: "Describe your ad first — a brief or the post text.", "Couldn't create that image just now — no image was used.", "The image couldn't be kept for your ad post — no image was used. Please try again in a moment." and "That image is no longer available. Generate it again." The dialog can also say "Describe the image you want.", "Describe the ad image you want the AI to create.", "Generate an image first.", "The AI returned no image - nothing was used.", "That image couldn't be added just now. Please try again in a moment." or "The AI hit an unexpected error. Please try again in a moment."
  • Plans affected: Master and Ultimate.
  • Why it happens: The post has no text to work from yet, or the AI image tool could not finish at that moment.
  • How to fix it: Write the post first, then press Generate image with AI again. An image counts against your allowance only when it is delivered and kept.

The compliance check​

Every post is checked against Telegram's rules and the channel's own rules on the Check step before it can go in the cart. The check is free on every plan and does not use your AI allowance.

Plus plan · Advertiser The Check step when a channel rule stops the post: this channel does not accept posts with links. 1 The six-step bar, with Check as the current step. 2 The What is this ad about? chips: the outlines show which topics this channel welcomes and which it does not accept. 3 The verdict "Fix this first" and its reason. 4 Fix to pass rewrites the post for you; Run the compliance check beside it runs the check after you edit. 5 The step's main button, which reads Continue in this picture. The check looks the same on every plan.

"Run the compliance check before you continue."​

  • Where you see it: The Check step, where the panel reads "Not checked yet". On the Review step, pressing Add to cart shows a notice titled "Run the compliance check first" with a Run it now button. The panel's own line reads "Press Run the compliance check. It screens the words, the links and the images against Telegram's rules and this channel's own, in one pass."
  • Plans affected: Every plan.
  • Why it happens: The post has not been checked for this channel as it reads now.
  • How to fix it: Press Run the check on the Check step, or Run it now in the notice.

"Your post changed"​

  • Where you see it: A notice in the composer: "Run the compliance check again before booking — it screens the post as it reads NOW, against Telegram's limits and this channel's rules."
  • Plans affected: Every plan.
  • Why it happens: You edited the text, a button or the topics you ticked after the check ran. The earlier result no longer applies.
  • How to fix it: Go to the Check step and run the check again.

"Fix this first"​

  • Where you see it: The verdict panel on the Check step, and a notice titled "This channel's rules". The reason is one of: "This channel doesn't accept posts with links — remove the link or choose another channel.", "This channel declines these topics: the topics. Reword or choose another channel." or "This channel doesn't take the category content — the owner switched that category off. Pick a different channel for this ad, or change what the ad is."
  • Plans affected: Every plan.
  • Why it happens: The post breaks a rule the channel owner has set: no links, a topic they decline, or a category they do not take.
  • How to fix it: Edit the post on the Write step, or press Fix to pass to have it rewritten, which uses one AI action. Then run the check again. If the channel does not take your kind of ad at all, book a different channel.

"The check flagged this post"​

  • Where you see it: The verdict panel on the Check step, with the issue and "Edit it on the Write step or press Fix to pass." A notice reads "Compliance check flagged this post". The issue begins "Promotes the category — this channel's owner prohibits that." or "Conflicts with this channel's rule: the topic." When the check gives no specific issue, the panel reads "It may conflict with this channel's rules." and the notice reads "Compliance check flagged a conflict with this channel's rules." Pressing Continue then answers "The compliance check flagged this post. Edit it, press Fix to pass, or appeal the decision." A row under the editor begins "Compliance check:" and can end "this may conflict with the channel's rules".
  • Plans affected: Every plan.
  • Why it happens: The check read your ad as something this channel's owner has said they do not carry.
  • How to fix it: Reword the post and press Re-run the check, or choose a channel that accepts the topic.

"This post can't run"​

  • Where you see it: The Check step, on a card marked "Refused", with a notice titled "Refused by the content check". The reason line begins "[Onflow Terms]" or "[Telegram ToS]".
  • Plans affected: Every plan.
  • Why it happens: The words, links, buttons or picture fall in a category that is not allowed on the platform, or break Telegram's terms.
  • How to fix it: Edit the post and run the check again. If you believe the decision is wrong, press Appeal this decision, explain why in a sentence or two, and press Send appeal. A person reviews exactly that post and you are told the outcome. The rules are on Prohibited content and the content check.

"A person is reviewing this post"​

  • Where you see it: The Check step, on a card marked "Held for review", with a notice titled "Waiting for a person".
  • Plans affected: Every plan.
  • Why it happens: A person needs to look at this post before it can be booked. It is sent to them for you.
  • How to fix it: Wait for the notice that the review is done, then run the check again without editing the post.

"Couldn’t run the compliance check right now — try again in a moment."​

  • Where you see it: A notice titled "Check not run" on the Check step, or the line "The check didn't run — try again in a moment." When the panel reads "Recorded", its line is "Within Telegram's limits. The AI screen was unavailable, so the owner reviews this one unaided." and the notice is "Compliance check recorded — the AI screen was unavailable, so the channel owner reviews this one unaided."
  • Plans affected: Every plan.
  • Why it happens: The check could not be completed at that moment.
  • How to fix it: Press Run the check again after a moment. If the panel reads "Recorded" instead, you can continue: the channel owner still reviews the post before accepting.

"Couldn’t fix that just now."​

  • Where you see it: The Check step, after pressing Fix to pass. Related lines: "Write your ad post first.", "Nothing to fix — this post already passes pre-flight." and "You’ve used your daily and/or monthly AI actions." An empty post can also answer "Write your ad post first, then I can fix it."
  • Plans affected: Every plan.
  • Why it happens: The post is empty, it already passes, the AI assistant could not rewrite it at that moment, or your AI allowance is used.
  • How to fix it: Edit the post by hand on the Write step and press Re-run the check. An AI action is used only when a rewrite comes back.

"This refusal can't be appealed from here. Submit the post again and appeal from that refusal."​

  • Where you see it: The Check step, after pressing Appeal this decision. Related lines: "Tell us in a sentence or two why you think this was wrong.", "Couldn't send the appeal. Please try again.", "Network error — your text is still here; please try again." and "Your appeal about this post is already with our reviewers."
  • Plans affected: Every plan.
  • Why it happens: The post was edited after it was refused, the explanation is empty, the connection dropped, or an appeal for this post is already open.
  • How to fix it: Run the check again to get a fresh decision, then appeal from that one with a short reason. If an appeal is already with our reviewers, wait for the outcome.

"One thing to fix first"​

  • Where you see it: A notice when you press Add to cart on the Review step. Other titles: "Nothing to book yet", "Trim your post" and "Fix your post first". The line under it can read "That format isn't available on this channel." With more than one problem the title counts them, as in "number things to fix first".
  • Plans affected: Every plan.
  • Why it happens: Something on an earlier step no longer holds: the time has passed, the owner withdrew the placement, the text is too long, or photos and buttons clash.
  • How to fix it: The composer takes you to the step with the problem. Fix what the message names, then press Add to cart again.

"Not added to your cart"​

  • Where you see it: A notice on the Review step after pressing Add to cart, with "Couldn’t save your ad post — please try again.", "Couldn't start your ad post — try again." or a reason about a link or a button. When the connection is the cause, the reason reads "Couldn't reach the server. Check your connection and try again."
  • Plans affected: Every plan.
  • Why it happens: The post could not be saved. The usual causes are a refused link, more buttons than your plan includes, or a dropped connection.
  • How to fix it: Read the reason and fix it on the Write step, or press Add to cart again if it was the connection. Your draft is kept and nothing is in the cart yet.

The cart​

These problems appear on the Cart page before you press the pay button: missing lines, promo codes, the pin, the bundle offer and the overlap check.

"Your cart is empty"​

  • Where you see it: The Cart page, with a Browse the marketplace button. When only some lines have gone, a notice reads "A channel in your cart is no longer available — it was removed.", a line reads "This channel is no longer available." with Remove, or after pressing the pay button you see "Some channels are no longer available — your cart was refreshed." When several lines have gone at once, the notice reads "number channels in your cart are no longer available — they were removed."
  • Plans affected: Every plan. On Free the cart is kept in one browser only, and its sub-line reads "saved in this browser."
  • Why it happens: Nothing has been added yet, or on Free you built the cart in a different browser or on a different device. A line disappears when its owner paused or removed the listing, or stopped selling that placement.
  • How to fix it: On Free, open the cart in the browser where you added the placements. Otherwise open a channel, press Book a post and finish with Add to cart. After a line was removed, check the new Total and pay. Nothing was charged for the removed channel.

The cart looks different on another device​

  • Where you see it: The Cart page on a second phone or computer. No message is shown.
  • Plans affected: Every plan. On Free the cart stays in one browser. On Lite and above the lines follow your account.
  • Why it happens: On Lite and above the list of channels follows you, but the post, your note to the owner and the time stay on the device where you wrote them.
  • How to fix it: Pay from the device where you wrote the post. On another device, press the pay button and follow the "compose it now" link to write the post and pick a time there.

"That code isn’t valid."​

  • Where you see it: The Cart page, under Promo code, after pressing Apply. Other answers: "Enter a promo code.", "That code isn’t active yet.", "That code has expired.", "That code has been fully redeemed.", "You’ve already used that code.", "That code is for a first order only.", "Your order is below this code’s minimum." and "That code isn't live." If the page could not reach us, it reads "Couldn't check that code. Check your connection and try again."
  • Plans affected: Every plan.
  • Why it happens: Each line says why: the code is mistyped, not started, ended, used up, already used by you, limited to a first order, or needs a larger order.
  • How to fix it: Check the spelling and the conditions that came with the code, or pay without it. For the connection message, press Apply again. No discount was applied and nothing was charged.

"The pin is no longer offered on the channel — the owner has switched it off. Turn it off on that line to book at the standard price."​

  • Where you see it: The Cart page after pressing the pay button. A second wording reads "“Pinned for the whole campaign” is no longer offered on the channel. Remove it from your cart to book at the standard price."
  • Plans affected: Every plan.
  • Why it happens: The owner stopped offering the pin after you ticked it. The booking is not made without the pin you chose unless you agree.
  • How to fix it: Untick Pinned for the whole campaign on that line and pay at the standard price, or remove the line. Nothing was charged.

The green bundle box is missing from the cart​

  • Where you see it: The Cart page Summary. If you reach the offer another way, a card reads "Booking several channels as one discounted campaign isn't included on this account. You can still book them one by one at the normal price." A bundle of the wrong size answers "A bundle on this account spans up to your plan's limit channels. Remove the number over to book it as one campaign." or "A bundle needs at least the minimum different channels — book them together to get the discount."
  • Plans affected: Free and Lite never see the box. Plus and above see it only when the cart qualifies. Plus and Elite have a smaller bundle size than Master and Ultimate.
  • Why it happens: The bundle offer is included on Plus and above. It needs at least two different channels, and it does not appear when the discounts already on your lines leave nothing more to save.
  • How to fix it: Press the ordinary pay button. It books every line at the Total shown. To book as a bundle, remove the number of channels the message names first. See Paid Promotions discounts and deals.

"Couldn’t check overlap right now."​

  • Where you see it: The Cart page, under Audience overlap, after pressing Check overlap. With one channel it reads "Add another channel to compare." When the written advice cannot be added it reads "You’ve used your daily and/or monthly AI actions — the overlap above still stands." or "Please wait a moment before your next AI request — the overlap above still stands."
  • Plans affected: Every plan sees the overlap groups. The written advice under them is included on Master and Ultimate. On Free, Lite, Plus and Elite a card reads "The overlap advice isn’t included on this account."
  • Why it happens: The check could not run at that moment, there is only one channel to compare, your AI allowance is used, or your plan does not include the written advice.
  • How to fix it: Press Check overlap again after a moment. Without the advice, read the groups: "Likely same audience" and "Some overlap" name the channels that may reach the same people. The check is optional and does not stop you paying.

Paying​

These messages appear on the Cart page after you press the pay button. In every case below nothing was charged and your cart is kept, unless the card says otherwise.

Free plan · Advertiser The cart Summary on a phone after a payment the balance could not cover. 1 The Monthly placements line shows how many bookings your plan has used and has left this month. 2 The refusal, under the pay button, names the missing amount and links to your wallet. 3 The pay button is ready again: nothing was charged. The last line shows your wallet balance. Every plan sees the same refusal; only the monthly number differs.

"Balance is short by the missing amount — top up from your wallet."​

  • Where you see it: The Cart page, in red under the pay button, after you press the pay button. If the balance changes while the order is being placed, the answer is "Not enough wallet balance to complete this order."
  • Plans affected: Every plan.
  • Why it happens: Your spendable wallet balance is lower than the Total. Held funds do not count.
  • How to fix it: Follow the "top up from your wallet" link, add at least the missing amount, return to the cart and press the pay button again. See Adding funds to your wallet. If the top-up itself fails, see When a payment or receipt goes wrong.

"Your reliability is your score/10 — Paid Promotions needs at least the required score/10 to book."​

  • Where you see it: A note in the cart Summary, ending "Raise it with clean, on-time deliveries, then check out." The same sentence appears under the pay button when you press the pay button. A longer wording begins "Paid Promotions needs a reliability score of at least the required score/10".
  • Plans affected: Every plan.
  • Why it happens: Your reliability score is under the level Paid Promotions needs for new bookings. Bookings already in progress continue.
  • How to fix it: Open your reliability page to see what lowered the score and how to appeal. Your reliability as an advertiser explains how the score recovers.

"Monthly ad placement limit reached: this account books up to your plan's limit placements a month."​

  • Where you see it: The Cart page after pressing the pay button. Before that, a note in the Summary reads "This order needs the number placements, but this account books up to your plan's limit a month and you've used the number used. Remove the number over to check out."
  • Plans affected: Free, Lite, Plus, Elite and Master. Ultimate has no monthly limit.
  • Why it happens: This order would take you past the placements your plan books in one calendar month.
  • How to fix it: Remove the number of lines the note names, wait for the next calendar month, or move to a plan with more. Cancelled and refunded bookings do not count. The limits are on Paid Promotions cart and checkout.

"Bookings must start at least the required number of hours from now."​

  • Where you see it: The Cart page after pressing the pay button, with a Pick a new time link and a notice of the same name. Related lines: "Bookings can start at most the limit days from now.", "Choose when your promotion should run." and "Pick a new start time for your promotion."
  • Plans affected: Every plan.
  • Why it happens: The cart waited until the start time came too close for one of the channels, or you added a channel that needs more notice than the others. A start time can also be too far ahead.
  • How to fix it: Press Pick a new time. The composer opens on the Slot step. Choose a time every channel in the cart accepts, go through to Review, press Add to cart, and pay again.

"@the channel is fully booked on the date (UTC) — the owner takes a limited number of paid posts a day. Please pick another day."​

  • Where you see it: The Cart page after pressing the pay button. When the owner has closed the day it reads "One of these channels isn’t taking bookings on that date. Please pick another day."
  • Plans affected: Every plan.
  • Why it happens: The owner takes only so many paid posts a day and that day is full, or the owner is not taking bookings that day.
  • How to fix it: Choose another day for the booking, or remove that channel and pay for the rest. The date in the message is in UTC, so it can differ from your local date.

"Add your ad post first — compose it now."​

  • Where you see it: The Cart page, under the pay button, after you press the pay button. If the post cannot be saved at that moment, the line reads "Couldn't reach Onflow Ads to save your ad post. Check your connection and press Pay again." or "Your ad post couldn't be saved, so nothing was charged. Edit the post and press Pay again."
  • Plans affected: Every plan.
  • Why it happens: The cart has channels but no post or time on this device. This happens when the lines came from another device or from the Channel finder.
  • How to fix it: Follow the "compose it now" link, write the post, pick a time, run the check and press Add to cart. Then pay.

"Run the compliance check for the channel before booking."​

  • Where you see it: The Cart page after pressing the pay button, with a notice titled "Compliance check needed". With several channels it reads "Run the compliance check for the number of channels before booking." The cart's Compliance check panel lists each channel as "not screened yet" or with the reason it was flagged. A flagged channel with no stated reason reads "conflicts with this channel’s rules", and the refusal at payment then ends "it may conflict with that channel's rules".

  • Plans affected: Every plan.

  • Why it happens: At least one channel in the cart has no passing check for the post as it reads now. Each channel has its own rules, so each needs its own check.

  • How to fix it:

    1. Press Run the compliance check in the cart's panel.
    2. For a channel that is flagged, press Edit the post, change the post, and run the check in the composer.
    3. Return to the cart and press the pay button.

    If you see "You've run a lot of compliance checks in a short time — wait a few minutes and try again.", wait and then run it once.

"Your ad post needs a change before it can be booked."​

  • Where you see it: The Cart page after pressing the pay button, with an Edit your post link and a notice titled "Edit your post first" that offers Open the composer. A more exact reason may replace it, for example about buttons, a video, an album or the length. Other wordings: "Your saved ad post couldn’t be found. Please re-create it and try again.", "Your ad post’s buttons need updating." and "Your ad post couldn't be saved, so nothing was charged. Edit the post and press Pay again."
  • Plans affected: Every plan.
  • Why it happens: The saved post no longer fits your current plan or Telegram's limits, was deleted from your templates, or could not be saved.
  • How to fix it: Press Edit your post, fix what the message names, press Add to cart and pay again.

"Couldn't reach Onflow Ads, so we can't confirm the booking. Press Pay again: if it already went through, you won't be charged twice."​

  • Where you see it: The Cart page, with a notice titled "Connection lost".
  • Plans affected: Every plan.
  • Why it happens: The connection dropped while you were paying, so the page does not know whether the booking was made.
  • How to fix it: Stay on the page and press the pay button again. You are not charged a second time for the same order. If you reloaded the page, open Campaigns and your wallet history first, and pay again only if the booking is not there. If the first attempt had gone through, the page answers "This order was already placed — you weren’t charged again."

"Your ad post changed while we were booking it — nothing was charged. Please review the post and press pay again."​

  • Where you see it: The Cart page after pressing the pay button. A related message reads "We couldn’t prepare the links in your ad just now, so nothing was booked or charged. Please press pay again in a moment."
  • Plans affected: Every plan.
  • Why it happens: The post was edited in another tab while the payment was running, or the links in the ad could not be prepared at that moment.
  • How to fix it: Check that the post reads as you want, then press the pay button again.

"That code has just been used on another order. Remove it to continue at the standard price."​

  • Where you see it: The Cart page after pressing the pay button, with a notice titled "Price updated". Other wordings: "That discount is no longer available — the price has been updated." and a longer line saying a discount on the order was used up.
  • Plans affected: Every plan.
  • Why it happens: A limited code or a limited offer from an owner was claimed by another order between the moment the cart showed its price and the moment you paid.
  • How to fix it: The code box is cleared and the cart shows the new price. Check the Total and press the pay button again.

"That order is over the per-checkout limit. Please split it up."​

  • Where you see it: The Cart page after pressing the pay button. Related lines: "That's too many channels for one order." and "Your cart has no valid items."
  • Plans affected: Every plan.
  • Why it happens: The cart holds more lines, or a larger total, than one checkout takes. The last line appears when none of the lines can be booked any more.
  • How to fix it: Remove some lines, pay, then add the rest and pay a second time. Each checkout becomes its own campaign.

"New bookings are paused for a short while. Nothing has been charged. Please try again a little later."​

  • Where you see it: The Cart page after pressing the pay button.
  • Plans affected: Every plan.
  • Why it happens: New bookings are paused for everyone for a short time. Bookings you already have are not affected.
  • How to fix it: Try again later. Your cart is kept. The status page shows whether there is a known problem.

"Checkout failed — please try again."​

  • Where you see it: The Cart page, with a notice titled "Checkout failed". Related lines: "Checkout isn’t available yet — please try again shortly.", "Too many attempts. Please wait a minute and try again." and "This booking isn't available on this account."
  • Plans affected: Every plan.
  • Why it happens: Something unexpected stopped the payment, or the pay button was pressed many times in a short while.
  • How to fix it: Wait as long as the message says and press the pay button once. If it keeps failing, contact support with the time and the exact message.

A short message says the action did not go through​

  • Where you see it: Any step of the composer, the Templates page or the cart. Examples: "Finish this step first.", "Something went wrong on this step — try again.", "Could not remove that.", "Template not found." and "This feature is temporarily unavailable. Please try again shortly."
  • Plans affected: Every plan.
  • Why it happens: The page was out of date, a button was pressed twice, or we could not complete the action at that moment.
  • How to fix it: Reload the page and try once more. Nothing was charged. If a message gives a reference, keep it for support.

Your account cannot start a booking​

These messages are about the account, not the order. They appear on the Cart page after you press the pay button. Nothing is charged, and bookings already in progress continue.

"This is a channel-owner account, so it can sell slots but not book them. Booking is for advertiser accounts."​

  • Where you see it: The Cart page after pressing the pay button. An account that has not chosen a side yet reads "Choose how you want to use the marketplace before booking."
  • Plans affected: Every plan.
  • Why it happens: Booking belongs to the advertiser side. The side is chosen once and is permanent.
  • How to fix it: If you have not chosen yet, open Paid Promotions and choose the advertiser side. If this account is on the channel-owner side, working the other side takes a separate account. See Paid Promotions for advertisers.

"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 Cart page after pressing the pay button.
  • Plans affected: Every plan.
  • Why it happens: A concern involving your account is open and has not been decided yet.
  • How to fix it: Finish the bookings you already have. Open your reliability page to see what is open. New bookings open again when the concern is cleared.
  • Where you see it: The Cart page after pressing the pay button. A second wording begins "Booking is paused on this account until the date".
  • Plans affected: Every plan.
  • Why it happens: A rule was broken on this account and new bookings are paused until the date shown.
  • How to fix it: Open your reliability page to read the reason. If you think it is wrong, appeal from there. See Appealing a penalty or a decision. Otherwise booking opens again on the date in the message.

"Your wallet is the 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 Cart page after pressing the pay button. If it has been overdrawn for some time, the wording changes but asks for the same thing.
  • Plans affected: Every plan.
  • Why it happens: Your wallet balance is below zero, and new bookings wait until it is cleared.
  • How to fix it: Add funds to cover the overdrawn amount plus this order, then press the pay button again. See Clearing an overdrawn wallet.

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

  • Where you see it: The Cart page after pressing the pay button.
  • Plans affected: Every plan.
  • Why it happens: New deals are closed on this account. The message does not give the reason.
  • How to fix it: Open your reliability page to see the reason and how to appeal. If nothing is shown there, contact support and quote this message. See Account standing and restrictions.

Repeating placements at checkout​

After a successful payment, the receipt can offer Book this again, automatically. These are the problems with that offer.

The receipt does not offer to repeat the booking​

  • Where you see it: The receipt after paying, where the Book this again, automatically panel is absent. Reaching for it another way answers "Recurring placements are a paid feature." or a card that reads "Repeat a booking on a schedule, never above a cap you set."
  • Plans affected: Free and Lite.
  • Why it happens: Repeating placements are included on Plus and above.
  • How to fix it: Book again by hand when you want the next run. The booking you paid for is not affected. The offer is made only on the receipt, so on Plus and above it returns with your next checkout.

"Set a spend cap per run — a rule that books while you sleep needs a ceiling."​

  • Where you see it: The receipt, after pressing Start repeating. Related lines: "Couldn’t set that up right now — try again from Campaigns." and "That saved ad post couldn’t be found." The same refusal can read "Set a spend cap per run — a recurring order without one can't be authorised."
  • Plans affected: Plus and above.
  • Why it happens: Cap per run (USD) is empty, the request did not reach us, or the post this booking used has been deleted from your templates.
  • How to fix it: Enter the most you agree to spend on each run and press Start repeating again. If it still fails, the booking you made is safe: set up repeating with your next booking. Rules you already have are managed on the Campaigns page.

Still stuck?​

If none of the cards matches, contact support. The fastest way is https://onflowads.com/support, which opens the support chat whether you are signed in or not. Include:

  • what you were doing, for example the composer step or the button you pressed
  • the exact message, copied or as a picture of the screen
  • the reference shown on the campaign or order, if the booking was made
  • the time it happened

Help and support overview lists every way to reach us.

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