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Troubleshooting advertiser campaigns and disputes

This page covers everything that can go wrong after you pay for a placement: the Campaigns page, results and links, exports, refunds, disputes and your reliability score. Find the message you see, or the thing that is not working.

Problems before you pay are on Troubleshooting advertiser booking and checkout. Auction problems are on Troubleshooting auction bids for advertisers. Getting in, the marketplace and notices are on Troubleshooting Paid Promotions for advertisers.

Several cards mention a notice. A notice always arrives in the bell on the website. It is also sent by email, and to Telegram if you have started @OnflowAdsBot, unless you have switched that kind of notice off.

The Campaigns page and a booking's status​

Open Campaigns to follow what you booked. Each booking is a row with a status badge. Press Details on a row to see its timeline and its action buttons.

"No campaigns yet"​

  • Where you see it: The Campaigns page, with the line "Book a placement and it appears here — tracked end to end, escrow-protected." and a Browse the marketplace button.
  • Plans affected: Every plan.
  • Why it happens: This account has not paid for a placement yet. A cart that was never checked out does not create a campaign.
  • How to fix it: Press Browse the marketplace and book a placement. If you did pay, check that you are signed in to the account you paid from.

"We couldn’t reach your campaigns just now"​

  • Where you see it: The Campaigns page, with the line "Your bookings and escrow are safe — this is only a display hiccup." and a Retry button.
  • Plans affected: Every plan.
  • Why it happens: The page could not load your list. Nothing about your bookings or your held funds changed.
  • How to fix it: Press Retry. If it keeps failing, check your connection and reload the page.

An older booking is missing from the Campaigns page​

  • Where you see it: The Campaigns page. Recent bookings are listed, but one from some time ago is not.
  • Plans affected: Every plan.
  • Why it happens: The page lists your most recent campaigns and placements, not your whole history. An older booking still exists and its money was handled as normal.
  • How to fix it: Find the booking's Order ID in the notice or email you received for it. Send that Order ID to support and say what you need to know about the booking.

"The channel owner did not respond in time."​

  • Where you see it: The Campaigns page: the booking's badge reads DECLINED and this sentence is in its timeline. You also receive the notice "A booking expired & was refunded". Your wallet history lists the money coming back as "Paid promotion expired — refund".
  • Plans affected: Every plan.
  • Why it happens: The owner did not answer before the countdown on AWAITING ACCEPT ran out. On a slot booked at short notice, the answer was due before the posting time.
  • How to fix it: Nothing to claim. The full charge is already back in your wallet as non-withdrawable balance, and your reliability did not change. Book another channel or another time.

"The channel owner is temporarily unable to accept bookings."​

  • Where you see it: The Campaigns page: the badge reads DECLINED and this sentence is in the timeline. You also receive the notice "A booking was declined & refunded".
  • Plans affected: Every plan.
  • Why it happens: The owner's account could not take bookings at that moment, so the request was declined at once instead of waiting.
  • How to fix it: Pick another channel in the marketplace. You were refunded in full, as non-withdrawable balance that is ready to spend. Nobody's reliability changed.

"The ad could not be published within the agreed window."​

  • Where you see it: The Campaigns page: the badge reads CANCELLED and this sentence is in the timeline. You also receive the notice "A booking wasn't posted — refunded".
  • Plans affected: Every plan.
  • Why it happens: The owner accepted the booking, but the ad did not go live inside the posting window you booked.
  • How to fix it: Nothing to claim. The full charge is back in your wallet as non-withdrawable balance. Book the slot again, or choose another channel.

"The channel owner declined this request."​

  • Where you see it: The Campaigns page: the badge reads DECLINED, and the timeline shows the owner's reason. The owner may have picked a more specific one: "Off-topic for my audience", "That slot is already taken", "Content isn’t a fit for this channel", "The timing doesn’t work", "The offer is below my rate" or "Against this channel’s posting policy". If the owner cancelled after accepting, the badge reads CANCELLED with "Cancelled by the channel before posting".
  • Plans affected: Every plan.
  • Why it happens: An owner may decline any request, and may cancel an accepted one before it is posted.
  • How to fix it: Read the reason, then book a channel or a time that fits better. The full charge was refunded automatically as non-withdrawable balance. The placement does not count toward your monthly placements, and your reliability did not change.

The countdown on AWAITING ACCEPT reads "now" and the badge has not changed​

  • Where you see it: The Campaigns page, on a booking the owner has not answered.
  • Plans affected: Every plan.
  • Why it happens: The owner's time to answer has ended. The booking is declined and refunded automatically, shortly after the countdown ends rather than in the same second.
  • How to fix it: Reload the page a little later. You do not need to cancel anything. If the badge has still not changed the next day, send support the Order ID.

The posting time has passed and the booking still reads SCHEDULED​

  • Where you see it: The Campaigns page, on an accepted booking whose posting window has ended.
  • Plans affected: Every plan.
  • Why it happens: The ad has not been published. Your payment is still in escrow. A booking that is not published in its window is cancelled and refunded automatically, and that step does not happen at the exact end of the window.
  • How to fix it: Wait. You do not need to do anything, and the owner is not paid for an ad that never went up. If the badge has still not changed the next day, send support the Order ID.

A button went back to its first label and nothing happened​

  • Where you see it: The Campaigns page, on Cancel booking, Confirm & release payment, or Remove on a repeating placement.
  • Plans affected: Every plan.
  • Why it happens: These buttons need two presses. The first press changes the label to a confirmation, for example "Confirm · pay the owner now". If you do not press again within a few seconds, the button resets so that nothing happens by accident.
  • How to fix it: Press the button, read the new label, and press it again straight away.

A campaign card shows a dash instead of a number​

  • Where you see it: The Campaigns page, in Measured reach, Blended CPM or CTR · taps on a campaign card. On the campaign analytics page the same thing appears as a dash in a tile, the badge "Measuring…", or the line "Not measured yet — the delivered share appears once the monitor finishes."
  • Plans affected: Every plan.
  • Why it happens: That figure has not been measured yet. A dash never means that nothing was delivered. On a campaign with several channels, the tap rate stays blank until every placement is measured.
  • How to fix it: Wait for the placements to finish their run. The label on Blended CPM tells you how many placements are measured so far.

"Top up your wallet to accept the new price."​

  • Where you see it: The Campaigns page, on an older booking that carries a blue NEW PRICE badge, after pressing the Accept button, which names the new price. Other messages in the same panel: "There’s no open counter-offer on this booking." and "That didn't go through — try again."
  • Plans affected: Every plan.
  • Why it happens: The owner proposed a higher price on an older booking and your balance does not cover the difference. Or the proposal is no longer open. Owners can no longer send new price proposals, so you only meet this on an older booking.
  • How to fix it: Add funds and press Accept again, or press Decline to keep your original request. Nothing changes until you choose one.

A short message says the action did not go through​

  • Where you see it: Any button on the Campaigns page or the campaign analytics page. Examples: "That placement isn’t one of yours.", "That rule no longer exists.", "There’s nothing to confirm on this booking yet." and "Too many attempts. Please wait a minute and try again."
  • Plans affected: Every plan.
  • Why it happens: The page was out of date, the button was pressed twice, or the booking changed in another tab. Pressing many buttons in a short time also brings a short wait.
  • How to fix it: Reload the page and try once more. Nothing was charged and nothing changed. If the message says to wait, wait as long as it says before trying again.

Cancelling, confirming and rating​

You can cancel a booking for a full refund until it is posted. Once the ad is live you can confirm it to pay the owner early, and once it is complete you can rate the channel.

"This ad is already live — it can no longer be cancelled."​

  • Where you see it: The Campaigns page, after pressing Cancel booking and confirming. Related messages: "This booking can’t be cancelled — it may already be resolved." and "Couldn’t cancel — try again."
  • Plans affected: Every plan.
  • Why it happens: Cancelling is only possible before the ad is posted. The ad went live, or the booking was already declined, cancelled or completed, between the page loading and your press.
  • How to fix it: Reload the page to see the booking's current badge. If the ad is live and something is wrong with it, use Open a dispute in the booking's details. For "Couldn’t cancel — try again.", press the button again.

"This ad is being posted to the channel right now, so it can’t be cancelled at this moment. Check again in a few minutes."​

  • Where you see it: The Campaigns page, after pressing Cancel booking and confirming.
  • Plans affected: Every plan.
  • Why it happens: Your press arrived at the moment the ad was being published. The booking cannot be cancelled and published at the same time.
  • How to fix it: Reload the page a little later. If the badge reads LIVE, the ad was published and can no longer be cancelled. If it still reads SCHEDULED, press Cancel booking again.

"We could not confirm whether this ad was posted to the channel, so our team is checking before it can be cancelled. You will hear from us about the outcome."​

  • Where you see it: The Campaigns page, after pressing Cancel booking and confirming.
  • Plans affected: Every plan.
  • Why it happens: It is not yet certain whether the ad reached the channel. Our team checks before the booking is cancelled, so you are not refunded for an ad that ran or charged for one that did not.
  • How to fix it: Wait for our notice. Your payment stays in escrow meanwhile. You do not need to cancel again.

"This booking is already confirmed — the owner has been paid."​

  • Where you see it: The Campaigns page, after pressing Confirm & release payment and confirming. Related messages: "You have already confirmed this booking — the owner is paid as soon as the hold on their side clears.", "This booking was closed without running, so there is nothing to confirm." and "Couldn’t confirm — try again."
  • Plans affected: Every plan.
  • Why it happens: The booking was already confirmed or completed, or it never ran. A confirmation stands once given and cannot be undone.
  • How to fix it: Nothing. Confirming is optional: the owner is paid when the payout hold on their side ends, whether you confirm or not. For "Couldn’t confirm — try again.", reload the page and press again.

"Our team has put this booking on hold while a report is reviewed — it can’t be confirmed until the review closes."​

  • Where you see it: The Campaigns page, after pressing Confirm & release payment and confirming.
  • Plans affected: Every plan.
  • Why it happens: A report about this booking is being reviewed, and the payment does not move while that review is open.
  • How to fix it: Wait for the review to close. You do not need to confirm for the owner to be paid later. If you have information that helps, send it to support with the Order ID.

"You have a fraud concern open on this booking — it can’t be confirmed until our team resolves it."​

  • Where you see it: The Campaigns page, after pressing Confirm & release payment and confirming.
  • Plans affected: Every plan.
  • Why it happens: You raised a dispute on this booking. The held funds stay frozen until the dispute is decided, so they cannot be released by a confirmation.
  • How to fix it: Wait for the decision. The booking shows a "Dispute · open" label until then.

"You can review a booking once it’s completed."​

  • Where you see it: The Campaigns page, in the Rate this channel form. Other messages in the same form: "Pick a star rating first.", "Choose a star rating.", "Ratings run 1–5 stars.", "You’ve already reviewed this booking.", "Reviews aren’t available yet — please try again shortly." and "Couldn’t publish that — please try again."
  • Plans affected: Every plan.
  • Why it happens: A review needs a star rating, and it is accepted once per booking, after the booking reads RELEASED.
  • How to fix it: Choose from one to five stars, add a note if you like, and press Publish review. If the booking is not complete, wait for RELEASED. Nothing was published by the refused attempt. A published review cannot be edited or removed, so read it before you confirm.

Proof and certificates​

Delivery proof in a booking's details shows the ad as you booked it and what our monitor captured during the run. A Placement Proof Certificate is a signed record of one placement that you can send to someone else.

"We couldn't load the proof trail just now."​

  • Where you see it: The Campaigns page, in the panel that opens when you press Delivery proof, with a Try again button. A rarer line in the same place, without the button: "The frozen proof archive is not available on this account. Your booking's captures are being kept."
  • Plans affected: Every plan.
  • Why it happens: The panel could not load the proof, or the proof cannot be opened from this account at the moment. Nothing was lost: the captures are kept.
  • How to fix it: Press Try again. Use View live post in the meantime. If the second line appears, reload the page. If it is still there and you need the proof, send support the Order ID.

"The creative is archived, but no capture rows are available for it yet."​

  • Where you see it: The Campaigns page, in the Delivery proof panel.
  • Plans affected: Every plan.
  • Why it happens: Your ad as booked is stored, but the run is too young for our monitor to have recorded a capture of the live post.
  • How to fix it: Open the panel again later in the run. Until then, View live post shows the ad in the channel.

A proof row reads "Signature mismatch" or "edited since booking"​

  • Where you see it: The Campaigns page, in the Delivery proof panel, beside a "Creative as booked" or "Monitor capture" row.
  • Plans affected: Every plan.
  • Why it happens: "Signature mismatch" means that a stored proof row could not be verified. "edited since booking" means that the live post no longer matches the ad you booked.
  • How to fix it: For "Signature mismatch", send support the Order ID and say which row shows it. For "edited since booking", open the live post and compare it with your ad. If the content was changed, press Open a dispute and choose "The content was altered".

"Couldn’t explain this right now."​

  • Where you see it: The Campaigns page, in the Delivery proof panel, after pressing What does this prove?. A second line can appear instead: "You’ve used your daily and/or monthly AI actions."
  • Plans affected: Every plan.
  • Why it happens: The explanation is written by the AI. Either the AI did not answer, or your AI allowance for the day or the month is used up.
  • How to fix it: Read the proof rows themselves: they are complete without the explanation. Try the button again later, or after your allowance resets. AI allowance and limits by plan explains the allowance.

"Placement Proof Certificates are a paid feature."​

  • Where you see it: The Campaigns page, after pressing Issue proof certificate. A card slides in that names the plan that includes certificates, with a See plans button.
  • Plans affected: Free, Lite and Plus.
  • Why it happens: Certificates are included on Elite and above. The Delivery proof panel itself is open on every plan.
  • How to fix it: Use Delivery proof and View live post as your evidence, or press See plans to compare plans. No certificate was issued and nothing was charged.

"You've issued all your plan's number of Placement Proof Certificates your plan includes this month. The allowance resets on the 1st."​

  • Where you see it: The Campaigns page, after pressing Issue proof certificate.
  • Plans affected: Elite and Master. Ultimate has no monthly limit.
  • Why it happens: Your plan includes a set number of certificates each calendar month and you have issued all of them. The Proof certificates section shows how many you have issued this month.
  • How to fix it: Wait for the 1st of next month, or move to a plan with a larger allowance. Certificates you already issued stay valid.

"A certificate can be issued once the ad has actually run."​

  • Where you see it: The Campaigns page, after pressing Issue proof certificate. Related messages: "This booking was refunded, so there is no placement to certify.", "Certificates aren’t available yet — please try again shortly.", "Couldn’t issue that certificate — please try again." and "The certificate could not be rendered just now — open the verify link instead." Pressing the button for a placement that already has one answers "That placement already had a certificate — it's in your ledger below."; no second certificate is made.
  • Plans affected: Elite and above.
  • Why it happens: A certificate records a placement that ran and was paid for. An ad that is not published yet, or a booking that was refunded, has nothing to certify. The last three messages mean a temporary problem.
  • How to fix it: Wait until the ad has been published, then press the button again. For a temporary problem, try again shortly. If the PDF does not open, use Open proof in the Proof certificates section instead.

Every link in your ad is counted. The results sit in the Links & results block of a campaign card, and Click analytics opens the detailed figures.

A campaign card has no Links & results block​

  • Where you see it: The Campaigns page, on a campaign card that shows spend and reach but no link results.
  • Plans affected: Every plan.
  • Why it happens: The ad carried no link and no button, so there was nothing to count. Less often, the block did not load.
  • How to fix it: Reload the page. If the ad had no link, add a link or a button to your next ad. Delivery of the ad is not affected.
  • Where you see it: The Campaigns page, in Links & results. The link's label reads "taps counted" instead of "taps and joins counted".
  • Plans affected: Every plan.
  • Why it happens: Joins are counted only for a link to a public channel that is connected to your Onflow Ads account, with @OnflowAdsBot as an administrator that may create invite links there. Otherwise readers are sent to the address as you wrote it, and only taps are counted.
  • How to fix it: Before your next booking, connect the channel and give the bot that permission. The composer tells you before you pay when joins will be counted. Taps on the current campaign are still counted.
  • Where you see it: The Campaigns page, in Links & results, under a link to a web page.
  • Plans affected: Every plan.
  • Why it happens: Taps are counted for every web link. Arrivals and conversions are counted only when the page the link opens carries the one-line tag shown under the block.
  • How to fix it: Copy the tag from the note under Links & results and add it to the page the link opens. Nothing is wrong with the campaign if you leave it out.
  • Where you see it: A reader who taps a link in your ad sees a page with this title and the line "The page this ad links to is not available through us right now. Please try again a little later."
  • Plans affected: Every plan.
  • Why it happens: The page your link points to no longer meets the link rules, or our team has paused it. Readers are not sent on while it is paused.
  • How to fix it: Open your destination page yourself and check that it still loads and shows what you advertised. Then send support the Order ID and the link, and ask why it is paused.

"The figures could not be loaded."​

  • Where you see it: The Click analytics panel, followed by "Try again in a moment." or "Check your connection and try again." Related lines: "Sign in again to see these figures.", "These figures cannot be shown here.", "There is no link or campaign with this reference on your account, so there are no figures to show." and "That is a lot of figures in a short time. Try again in a few minutes." When only part of the figures can be shown, the panel adds "Some figures could not be read."
  • Plans affected: Every plan.
  • Why it happens: The connection dropped, you were signed out in another tab, the panel was opened for another account's link, or the figures were requested many times in a short period. A chart that cannot be drawn truthfully is left empty instead of showing a false zero.
  • How to fix it: Try again in a moment. Sign in again if the message asks you to, then open the panel from your own campaign card.

"No taps in the last number of days."​

  • Where you see it: The Click analytics panel, sometimes with the line "The figures appear here as soon as readers tap."
  • Plans affected: Every plan.
  • Why it happens: No reader tapped the link in the period you selected. Tap details are kept for 90 days, so an older campaign has nothing to show for recent periods.
  • How to fix it: Choose a longer period at the top of the panel. For a campaign that has only started, look again once the ad has been live for a while.

Campaign analytics and exports​

The campaign analytics page breaks one campaign down by channel and holds the three exports: Export CSV, PDF report and Raw data.

"No campaigns to analyse yet"​

  • Where you see it: The campaign analytics page, with the line "Book a placement and its measured results — reach, CPM, joins, landings — show up here."
  • Plans affected: Every plan.
  • Why it happens: This account has not checked out a campaign yet, so there are no results to show.
  • How to fix it: Press Browse the marketplace and book a placement. Results appear as the placements are measured.

"We couldn’t load your campaigns just now."​

  • Where you see it: The campaign analytics page, in place of the list of campaigns. A variant reads "Something went wrong loading your campaigns." Both carry the line "Your bookings and escrow are safe — this is only a display hiccup."
  • Plans affected: Every plan.
  • Why it happens: The list could not be loaded. Your bookings and your money are untouched.
  • How to fix it: Reload the page. If it fails again, come back a little later, or read the same campaign figures on the Campaigns page.

"We couldn’t load that campaign’s analytics."​

  • Where you see it: The campaign analytics page, when opening one campaign. An export or report link for a campaign that is not on this account answers "Unknown campaign."
  • Plans affected: Every plan.
  • Why it happens: The address points at a campaign that is not on this account, the address was mistyped, or the page failed to load.
  • How to fix it: Press All campaigns and open the campaign from the list.

"Bars appear once at least two channels are measured — the monitor is still watching."​

  • Where you see it: The campaign analytics page, under Measured views per channel. A campaign with one placement shows "Bars compare placements — this campaign booked one, so its figures are all above."
  • Plans affected: Every plan.
  • Why it happens: The chart compares channels, so it needs at least two measured placements. A campaign with one placement has nothing to compare.
  • How to fix it: Nothing. Read the tiles above the chart. On a campaign with several channels, the bars appear as the placements are measured.

A channel card shows the Flagged badge​

  • Where you see it: The campaign analytics page, on one channel's card. You also receive the notice "A problem with one of your placements", which says what was found.
  • Plans affected: Every plan. What happens next differs: see the fix.
  • Why it happens: Our monitor found a problem with that placement, for example that the post came down early. If the owner has not been paid yet, their payout is held.
  • How to fix it: On Elite, Master and Ultimate the placement is refunded automatically if you held that plan when you paid: see the card "Automatic refund — your placement was covered". On Free, Lite and Plus nothing is refunded automatically. Open the booking on the Campaigns page, check Delivery proof, and press Open a dispute.

There is no Rebook the winners panel​

  • Where you see it: The campaign analytics page, on a campaign where you expected the Rebook the winners panel.
  • Plans affected: Every plan.
  • Why it happens: The panel lists placements that were measured, delivered what they promised, and can still be booked. This campaign has none yet, or those channels are no longer listed.
  • How to fix it: Nothing is wrong. Wait for the placements to be measured, or book the channel again from the marketplace.

"Export CSV · locked"​

  • Where you see it: The campaign analytics page, on the export buttons. The others read "PDF report · locked" and "Raw data · locked". Hovering shows "Not available on this account, or unlock this campaign". An export link opened without the unlock answers "CSV export is a paid analytics feature.", "Branded PDF reports are a paid analytics feature." or "The raw analytics feed is a paid feature."
  • Plans affected: Export CSV: Free and Lite. PDF report: Free, Lite and Plus. Raw data: Free, Lite, Plus and Elite.
  • Why it happens: Your plan does not include that export, and this campaign's exports have not been unlocked separately. The figures on the page itself are complete on every plan.
  • How to fix it: Press Unlock exports on that campaign. The button names the price, and one payment unlocks all three exports for that campaign for good. Or move to a plan that includes the export.

"This export isn't available on this account."​

  • Where you see it: The Campaigns page, after pressing "Export CSV · not available" or "PDF report · not available" on a campaign card. Usually a card slides in instead, naming the plan that includes the export, with a See plans button.
  • Plans affected: Export CSV: Free and Lite. PDF report: Free, Lite and Plus.
  • Why it happens: Your plan does not include that export and the campaign has not been unlocked. Nothing was downloaded and nothing was charged.
  • How to fix it: Open the campaign on the campaign analytics page and press Unlock exports, or press See plans.

"Top up your wallet to unlock exports."​

  • Where you see it: The campaign analytics page, after pressing Unlock exports. The same refusal can read "Top up your wallet to unlock this campaign's exports."
  • Plans affected: Free, Lite, Plus and Elite.
  • Why it happens: Your wallet balance does not cover the unlock price shown on the button. Nothing was charged and nothing was unlocked.
  • How to fix it: Add funds, then press Unlock exports again.

"Couldn’t unlock exports — try again."​

  • Where you see it: The campaign analytics page, after pressing Unlock exports.
  • Plans affected: Free, Lite, Plus and Elite.
  • Why it happens: The request did not go through. The charge and the unlock happen together or not at all.
  • How to fix it: Press the button again. You cannot be charged twice for the same campaign.

"Your plan already includes every export for this campaign."​

  • Where you see it: The campaign analytics page, after pressing Unlock exports. A variant reads "You've already unlocked this campaign's exports."
  • Plans affected: Every plan.
  • Why it happens: There is nothing left to unlock: your plan includes the exports, or you already unlocked this campaign.
  • How to fix it: Reload the page and use the export buttons. Nothing was charged.

"Report rendering is temporarily unavailable — try the CSV export."​

  • Where you see it: After pressing PDF report on the Campaigns page or the campaign analytics page.
  • Plans affected: Elite and above, and any plan on a campaign whose exports are unlocked.
  • Why it happens: The PDF could not be produced at that moment. Your results are not affected.
  • How to fix it: Use Export CSV now, and try PDF report again later.

"Couldn't reach Onflow Ads. Check your connection and try again."​

  • Where you see it: The Campaigns page, after pressing an export button on a campaign card.
  • Plans affected: Every plan.
  • Why it happens: Your device could not reach the website when you pressed the button.
  • How to fix it: Check your connection and press the button again. Nothing was charged.

"No placements to break down for this campaign yet."​

  • Where you see it: The campaign analytics page, where the channel cards would be.
  • Plans affected: Every plan.
  • Why it happens: The campaign has no placements to show on this page yet.
  • How to fix it: Open the Campaigns page and check the campaign's bookings there. If its bookings were declined or cancelled, they were refunded and there are no results to break down.

You cannot find the campaign analytics page in the menu​

  • Where you see it: The Paid Promotions navigation, which has no entry for analytics.
  • Plans affected: Every plan.
  • Why it happens: The campaign analytics page is not listed in the navigation.
  • How to fix it: Open the campaign analytics page from this link and bookmark it. The Campaigns page shows the same campaign totals and has the Export CSV and PDF report buttons.

Refunds and automatic outcomes​

Some outcomes happen without you asking: a refund when a booking does not run, cover when our monitor finds a problem, and a refund of the pin price when a paid pin is removed. Where a refund lands in your wallet explains the balance each one goes to.

A refund is in your wallet but cannot be withdrawn​

  • Where you see it: Your wallet, after a Paid Promotions refund. The notice says: "Like every Paid Promotions refund it is non-withdrawable — spendable anywhere on the platform, not cashable out."
  • Plans affected: Every plan.
  • Why it happens: This is how every Paid Promotions refund and credit works. The money returns as non-withdrawable balance. The one exception is a returned auction hold, which comes back the way it was taken.
  • How to fix it: Spend it anywhere on the platform: another placement, a boost or a plan. It cannot be turned into a withdrawal.

"Automatic refund — your placement was covered"​

  • Where you see it: A notice. The booking's badge on the Campaigns page reads REFUNDED.
  • Plans affected: Elite, Master and Ultimate. It is the plan you held when you paid for the booking that counts.
  • Why it happens: Our monitor found a problem with the placement, and your plan's delivery insurance covered it. The whole charge was refunded and a service credit was added, without a dispute.
  • How to fix it: Nothing. The notice states both amounts. Both are non-withdrawable balance that you can spend on the platform.

"A problem with one of your placements"​

  • Where you see it: A notice, with a line that says what was found and either "Your funds are still held — you can raise a concern from your campaigns." or "The payment was already released to the owner — you can still raise a concern from your campaigns."
  • Plans affected: Free, Lite and Plus. On Elite and above the same finding is refunded automatically.
  • Why it happens: Our monitor found a problem with a placement booked on a plan without delivery insurance. If the owner had not been paid, the funds stay held and the owner is not paid while our team reviews it. Nothing is refunded automatically.
  • How to fix it: Open the booking's Details on the Campaigns page. Check View live post and Delivery proof, then press Open a dispute if the ad did not run as booked.

"Your pin was removed early — refund on the way"​

  • Where you see it: A notice, which names the channel and the amount.
  • Plans affected: Every plan.
  • Why it happens: You paid for Pinned for the whole campaign and the pin was taken down before the campaign ended.
  • How to fix it: Nothing. The price of the pin returns to your wallet automatically as non-withdrawable balance, and the notice says by when. Your ad keeps running for its full booked time.

"Your ad did not get its full time at the top"​

  • Where you see it: A notice. It is not shown on the booking's row.
  • Plans affected: Every plan.
  • Why it happens: The channel published another post while your ad was meant to be the newest post. The notice says what was found.
  • How to fix it: Nothing is required. It is recorded against the channel, and your ad still runs for its full booked time. There is no refund for it and it is not one of the four dispute reasons, so a dispute raised only for this is unlikely to be upheld. Keep the notice in mind when you decide whether to book that channel again.

"Money returned to your wallet"​

  • Where you see it: A notice that names the channel, the amount and the reason.
  • Plans affected: Elite and above.
  • Why it happens: Part of the payment on that booking was being held under retention terms, and those terms were not met. The held part came back to you.
  • How to fix it: Nothing. The amount is in your wallet as non-withdrawable balance.

Repeating placements​

A repeating placement books the same channels again on a schedule, never above the cap you set. The rules are listed under Repeating placements on the Campaigns page. Repeating placements are included on Plus and above.

"This run priced at the run's price, over your your cap cap. Nothing was charged."​

  • Where you see it: The Campaigns page, on the rule's row after "Last run didn’t book:". You also receive the notice "A repeating run was reversed — it priced over your cap".
  • Plans affected: Plus and above.
  • Why it happens: A channel's price rose, or a discount ended, so this run cost more than the cap on the rule. The whole run was reversed and refunded as non-withdrawable balance. No ad ran.
  • How to fix it: The rule's row has Pause or Resume, and Remove. To repeat at the new price, remove the rule and start a new one with a higher cap from the receipt of your next checkout. To skip only this run, do nothing.

"Your repeating placement has stopped"​

  • Where you see it: A notice. On the Campaigns page the rule shows Paused and "Last run didn’t book:" followed by the reason. While the rule is still trying, it shows Retrying.
  • Plans affected: Plus and above.
  • Why it happens: Several runs in a row could not be booked, so the rule paused itself. The reason is one of these: "The rule has no channels left.", "The saved ad post was deleted.", "Recurring placements aren't included on your current plan.", "Booking failed.", "An unexpected error stopped this run.", or any message a manual checkout can give, such as a balance that is too low.
  • How to fix it:
    1. Read the reason on the rule's row.
    2. Fix the cause: add funds, or return to a plan that includes repeating placements.
    3. Press Resume. The rule starts again with a clean record.
    4. If a channel left the marketplace or the saved ad post was deleted, press Remove and start a new rule from your next checkout.

"Couldn’t change that rule — try again."​

  • Where you see it: The Campaigns page, after pressing Pause, Resume or Remove on a rule. Related messages: "Couldn’t remove that rule — try again." and "That rule no longer exists."
  • Plans affected: Plus and above.
  • Why it happens: The request did not go through, or the rule was already removed in another tab.
  • How to fix it: Reload the page. If the rule is still listed, press the button again. Remove needs a second press on "Confirm · remove this rule".

Raising a dispute​

You can raise one dispute on a booking, after the ad was published and while Open a dispute is shown in the booking's details. The form calls it a "fraud concern". Raising a dispute as an advertiser has the full steps.

There is no Open a dispute button​

  • Where you see it: The Campaigns page, in a booking's Details.
  • Plans affected: Every plan.
  • Why it happens: One of four things. The ad was never published. The booking was cancelled or refunded. A dispute on it is open or was already decided. Or the time for raising one has ended.
  • How to fix it: A booking that was never published is refunded automatically, so there is nothing to dispute. For something new on a decided or older booking, send support the Order ID and what happened. To report a channel's behaviour more widely, use Report channel in the same place.

"Pick a reason (or add a note) so we can investigate."​

  • Where you see it: The dispute form on the Campaigns page, after pressing Submit concern. A variant reads "Tell us what went wrong so we can investigate."
  • Plans affected: Every plan.
  • Why it happens: No reason was chosen and the note is empty. A dispute needs at least one of the two.
  • How to fix it: Choose one of the four reasons, type a note, or do both. Then press Submit concern and confirm with Raise concern. Nothing was filed by the refused attempt.

"You can raise a concern once the owner has posted your ad."​

  • Where you see it: The dispute form on the Campaigns page, or the support chat when you ask it to dispute a booking.
  • Plans affected: Every plan.
  • Why it happens: The ad has not been published, or the booking is declined, cancelled or refunded. A dispute is about a post that went up.
  • How to fix it: Check the booking's badge. Before posting, use Cancel booking for a full refund. A booking that is never published is refunded automatically.

"A concern on this booking is already under review."​

  • Where you see it: The dispute form on the Campaigns page, or the support chat.
  • Plans affected: Every plan.
  • Why it happens: A dispute on this booking is already open. Only one can be open at a time.
  • How to fix it: Wait for the decision. To add detail, send it to support with the Order ID. Nothing new was filed.

"A concern on this booking has already been reviewed and decided. If something new has happened, contact support."​

  • Where you see it: The dispute form on the Campaigns page, or the support chat.
  • Plans affected: Every plan.
  • Why it happens: A booking can carry one dispute in total. This one was already decided, whatever the outcome was.
  • How to fix it: Send support the Order ID and describe what is new since the decision. Nothing was filed.

"The window to raise a concern on this booking has closed."​

  • Where you see it: The dispute form on the Campaigns page, or the support chat.
  • Plans affected: Every plan.
  • Why it happens: A dispute can be raised for a limited time after the ad is published. That time has ended for this booking.
  • How to fix it: If something serious came to light late, send support the Order ID and your evidence. On future bookings, check View live post and Delivery proof during the run.

"Fraud concerns aren’t available yet — please contact support."​

  • Where you see it: The dispute form on the Campaigns page, after confirming Raise concern.
  • Plans affected: Every plan.
  • Why it happens: Disputes could not be accepted at that moment. Nothing was filed, and the time you have to raise one is not shortened by this.
  • How to fix it: Try once more a little later. If it still fails, send support the Order ID, the reason and your note, and ask them to open the dispute.

"Couldn’t file that — please try again."​

  • Where you see it: The dispute form on the Campaigns page, after confirming Raise concern.
  • Plans affected: Every plan.
  • Why it happens: The request did not finish, and the page cannot tell you whether the dispute was filed.
  • How to fix it: Reload the page before doing anything else. If the booking shows "Dispute · open", it was filed. If it does not, open the form and submit again.

"After review your concern wasn't upheld — the placement stands. A concern that does not hold up counts against your reliability; your score is now your score."​

  • Where you see it: The notice "Your concern was reviewed". The booking shows "Dispute · not upheld".
  • Plans affected: Every plan.
  • Why it happens: Our team reviewed the dispute and the evidence did not support it. There is no refund and the owner is paid. The cost is the one the form warned about before you submitted: "−0.5 reliability", and more for a pattern of rejected concerns.
  • How to fix it: If you believe the decision is wrong, open your reliability page, find the entry under Your ledger, and press Appeal. A person reviews every appeal, and an overturned entry restores the points.

"We couldn't establish fault either way, so the concern was closed without a finding — nothing on your record changes."​

  • Where you see it: The notice "Your concern was reviewed". The booking shows "Dispute · closed without a finding".
  • Plans affected: Every plan.
  • Why it happens: The evidence did not show clearly who was at fault. There is no refund, your reliability does not change, and the owner's payout goes ahead.
  • How to fix it: Nothing is required. If you have new evidence, send it to support with the Order ID.

The countdown on "Dispute · open · resolves" reached zero​

  • Where you see it: The Campaigns page, on a booking with an open dispute.
  • Plans affected: Elite, Master and Ultimate. On Free, Lite and Plus the label reads "Dispute · open · in the review queue" and has no countdown.
  • Why it happens: Your plan gives a target time for an answer, and the dispute form states it. The target has passed without a decision. The dispute is still open and the funds stay frozen.
  • How to fix it: Send support the Order ID and say that the dispute has passed its target. You do not need to raise it again, and you cannot.

"Tell me what went wrong in the same message — for example: dispute my booking because the post was deleted after an hour."​

  • Where you see it: The support chat, after asking Onflow AI to dispute a booking. If you answer its confirmation request with anything other than the word it asks for, it replies "Not confirmed — I’ve changed nothing. Ask again whenever you’re ready."
  • Plans affected: Every plan.
  • Why it happens: The assistant needs the reason in the same message as the request. It files nothing until you type CONFIRM in capitals.
  • How to fix it: Send one message with the request and the reason. When the assistant asks, type CONFIRM in capitals. Nothing was filed by the earlier attempt.

Reliability​

Your reliability score is out of 10. Paid Promotions needs a minimum score to book or bid, and the refusal message names it. Your reliability as an advertiser explains what moves the score.

Your reliability score dropped and you do not know why​

  • Where you see it: The Reliability tile on the Paid Promotions home, or the gauge on your reliability page.
  • Plans affected: Every plan.
  • Why it happens: Every change to the score is written to Your ledger on the reliability page, with its reason. Cancelling before posting never lowers it. Neither does an owner who declines, does not answer or fails to deliver, nor a dispute that is upheld or closed without a finding.
  • How to fix it:
    1. Open the reliability page and read the latest entries under Your ledger.
    2. If an entry is wrong, press Appeal beside it and explain why, in up to 500 characters.
    3. Press Submit appeal. The entry shows "Appeal under review" until a person decides.

Your reliability score reads "Under Review"​

  • Where you see it: Your reliability page, as the rating shown with your score.
  • Plans affected: Every plan.
  • Why it happens: A fraud concern about your account is being investigated. The score is frozen while that is open, so it cannot be used against you unfairly, and it does not recover meanwhile.
  • How to fix it: Wait for the decision and answer any request from our team. New bookings and bids are refused until it is resolved. The score unfreezes as soon as the concern is decided.

Still stuck?​

The fastest way to reach support is onflowads.com/support. It opens the support chat whether you are signed in or not. Include:

  • what you were doing, and on which page;
  • the exact message you saw;
  • the Order ID shown under the channel name on the booking's row, or the Rule ID or Certificate ID for a repeating placement or a certificate;
  • the time it happened.

Help and support overview lists every way to reach us.

These pages cover the tasks behind the cards above.

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