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Troubleshooting owner payouts and auctions

This page covers what can go wrong after your booked ad has run: payouts, holds, withdrawals, verification, delivery decisions, concerns and auctions. Find the message you see, or the thing that is not working.

For getting in, choosing your side and listing a channel, see Troubleshooting Paid Promotions for channel owners. For the listing manager, your public page, the bookings queue and publishing, see Troubleshooting owner listings and bookings.

Where a card says "notice", it means a message in the site bell and on Activity, sent by email too. It also arrives in Telegram when Telegram is connected, you have started @OnflowAdsBot, and that kind of notice is switched on.

Claiming a payout​

You claim a payout on Bookings, in the Delivered tab. These cards cover a claim that is refused, missing or smaller than expected. The full procedure is on Getting paid for your bookings.

"There’s nothing to pay out on this booking yet."​

  • Where you see it: Bookings, as a short message after you press a payout button.
  • Plans affected: Every plan.
  • Why it happens: The ad has not been published yet, so no payout exists. Two related messages mean the booking is finished. "This booking has already been paid out — check your wallet." means the payout was credited once already, by an earlier press or by the automatic release. "This booking was closed without a payout, so there is nothing to pay out." means the booking was cancelled, declined or refunded.
  • How to fix it: Wait until the ad is published; the card then shows its release date. For the second message, open Wallet to see the credit; the booking is now in the Completed tab. For the third, open the Cancelled tab and read the reason on the card. Nothing is ever paid twice.

"Funds release automatically on date and time UTC, once the verification window has passed."​

  • Where you see it: Bookings, after pressing the claim button. The message ends "The advertiser can release it sooner by confirming the post." A card titled "Plan unlocks this" with a See plans button may slide in beside it.
  • Plans affected: Every plan. The plan card appears only when a higher plan would release this booking sooner, so never on Ultimate.
  • Why it happens: You claimed before the release date. This is rare, because the claim button is drawn only after the date has passed.
  • How to fix it: Reload the page and wait for the date on the card. The money stays in escrow and is released automatically. You can also ask the advertiser to confirm the post, or use Get it now when the card offers it.

"Delivered — funds release on date." and no claim button​

  • Where you see it: Bookings → Delivered, on the booking card. The line can also end "once the promised duration runs."
  • Plans affected: Every plan. The date differs by plan.
  • Why it happens: The release date has not arrived. Your money is held in escrow, not lost. A booking covered by the advertiser's delivery insurance stays like this until the whole run ends.
  • How to fix it: Nothing to do. On the date the card changes to "Delivery verified — the hold has cleared." with the button Claim amount payout. If you never press it, the payout is released to your wallet automatically.

The wallet received less than the card's "you receive" amount​

  • Where you see it: The message "Payout of amount added to your wallet." and the notice "Payout released", which says how much of the placement total was withheld. After Get it now the notice is titled "Instant payout released" and names the early-release fee.
  • Plans affected: Every plan.
  • Why it happens: One of three things was taken out. A retention hold keeps back a slice, which is still in escrow under its own date. A paid pin that was taken down early is charged to the payout. An early-release fee applies when you used Get it now. The last two are final.
  • How to fix it: Open Bookings and read Scheduled releases in the Payouts panel. A row tagged "retention hold" is the slice still to come. There is nothing to claim separately; it is released on its date.

"That didn't go through — try again."​

  • Where you see it: Bookings, after any button on a booking. The verification card shows "Couldn't submit — try again." in the same situation.
  • Plans affected: Every plan.
  • Why it happens: The page could not complete the action and received no specific reason. The usual causes are a dropped connection, a page that has been open for a long time, or a button pressed twice.
  • How to fix it: Reload the page, check what the card shows now, then repeat the action once. A claim is safe to repeat, because a booking can only be paid out once. If you see "Too many attempts. Please wait a minute and try again." instead, stop, wait a while, and try once later.

"On hold · a number under review"​

  • Where you see it: Bookings, in the Payouts panel, with the note "Released when the review closes — open the booking for why."
  • Plans affected: Every plan.
  • Why it happens: One or more delivered payouts are paused by a review. These amounts are not counted in Available now, Next 30 days or Earned to date.
  • How to fix it: Open the Delivered tab and read the reason under the Payout on hold pill on each card. The next group on this page has a card for every reason.

A release date is later than your plan's payout label suggests​

  • Where you see it: Bookings, on the booking card and in the Payouts panel. There is no message.
  • Plans affected: Every plan.
  • Why it happens: There are two causes. The advertiser's plan includes delivery insurance, so the payout is held until the whole booked run ends. Or the date was fixed when the ad was published, while you were on an earlier plan.
  • How to fix it: Nothing is wrong and nothing needs doing. The date is fixed at publication. The advertiser can release the payout sooner by confirming the post. Getting paid for your bookings shows the timing for each plan.

A payout on hold​

A delivered booking that cannot be paid yet shows the pill Payout on hold with one sentence under it. Each card below is headed by that sentence. A held payout is paused, not taken, and no release date is shown while the hold lasts.

"The advertiser raised a concern about this placement — the payout is on hold until our team resolves it."​

  • Where you see it: Bookings → Delivered, under the pill. Pressing a payout button answers "A fraud concern on this booking is under review — the payout is on hold until our team resolves it." You also receive the notice "A fraud concern was raised".
  • Plans affected: Every plan.
  • Why it happens: The advertiser raised a concern about this booking. This payout, and your wallet as a whole, stay on hold until our team decides.
  • How to fix it: Nothing is required from you. Keep delivering the work you have accepted, and do not delete or edit the post. If you have useful context, send it to support with the booking's Order ID.

"Our team has put this payout on hold while a report is reviewed."​

  • Where you see it: Bookings → Delivered, under the pill. The card's sentence continues "It releases as soon as the review closes."
  • Plans affected: Every plan.
  • Why it happens: Our team is reviewing a report about this booking. Only this booking's money is held, and nothing has been taken.
  • How to fix it: Wait for the review to close; the payout then releases normally. If the hold lasts, contact support and quote the Order ID.

"Your wallet is on hold while a concern about your account is reviewed."​

  • Where you see it: Bookings → Delivered, on every delivered booking. The card adds "Payouts resume once it is cleared." A payout button answers "Your wallet is temporarily on hold while a concern is reviewed."
  • Plans affected: Every plan.
  • Why it happens: A concern is open on one of your bookings, or our team placed a hold on your wallet. All payout claims and withdrawals pause. Your balance is untouched.
  • How to fix it: Wait for the decision. The hold lifts when the last open concern is decided. A hold placed by our team ends on the date in its notice, or sooner if our team lifts it. You are told the outcome of a concern in a notice.

"We flagged a problem with this placement — the payout is paused until it is resolved."​

  • Where you see it: Bookings → Delivered, under the pill, followed by "Contact support if you think it is wrong." Pressing a payout button answers "We've flagged a problem with this placement — the payout is paused until it's resolved." You also receive the notice "A placement was flagged automatically".
  • Plans affected: Every plan.
  • Why it happens: A delivery check found a problem with the post, and the finding stands. The payout is paused, not reversed, and the finding counts against your reliability once.
  • How to fix it:
    1. In Telegram, check that @OnflowAdsBot is still an administrator of the channel and that the channel is public. Restore either if it changed.
    2. Open your reliability page and find Decisions about your campaigns. Press Appeal while the row reads "You can appeal until date."
    3. Otherwise contact support with the Order ID.

"The payout for this placement is on hold while we review it."​

  • Where you see it: Bookings → Delivered, under the pill, and as the answer to a payout button.
  • Plans affected: Every plan.
  • Why it happens: We are still checking the delivery of this post. Nothing has been recorded against you.
  • How to fix it: Nothing to do. Try the payout button again later. The hold either clears by itself or becomes the "We flagged a problem with this placement" card above.

Several bookings show Payout on hold although only one has a concern​

  • Where you see it: Bookings → Delivered. Every delivered card carries the sentence about your wallet being on hold.
  • Plans affected: Every plan.
  • Why it happens: While any concern about you is open, the hold covers your whole account, not only the booking the concern is about.
  • How to fix it: Wait for the decision on the open concern. All claims resume together when the last open concern is decided. Nothing is lost in the meantime.

Instant payout and retention holds​

Get it now releases a delivered payout before its date for a fee shown under the button. A retention hold keeps back a slice of a payout for longer. Both appear on Bookings: the first on the booking card, the second in the Payouts panel.

"Instant payout opens date."​

  • Where you see it: Bookings → Delivered, on the booking card. Pressing early answers "Instant payout opens after the advertiser's review window on date and time UTC."
  • Plans affected: Every plan.
  • Why it happens: The advertiser's review time has not passed yet. Instant payout is offered only after it.
  • How to fix it: Wait until the date on the card. The button Get it now · amount then appears with its fee line. Nothing was charged.

"This payout is already available — claim it free from the booking."​

  • Where you see it: Bookings, after pressing Get it now.
  • Plans affected: Every plan.
  • Why it happens: The payout cleared while the page was open, so there is nothing left to release early. No fee was charged.
  • How to fix it: Reload the page and press Claim amount payout on the same card. A normal claim has no early-release fee.

"This booking carries the buyer's delivery insurance, so its payout stays in escrow until the booked run ends."​

  • Where you see it: Bookings, after pressing Get it now. The message adds "It is paid to you then with no fee." Normally the card shows no Get it now button at all.
  • Plans affected: Every owner plan. It applies when the advertiser is on Elite, Master or Ultimate.
  • Why it happens: The advertiser's plan includes delivery insurance. An insured booking is paid at the end of the whole run, and instant payout is not offered on it.
  • How to fix it: Wait for the run to end; the payout arrives with no fee. The advertiser can release it sooner by confirming the post.

There is no Get it now button on a delivered booking​

  • Where you see it: Bookings → Delivered, on a card that shows only a release date or a pill.
  • Plans affected: Every plan.
  • Why it happens: Instant payout is offered only when nothing else applies. It is missing when the payout is on hold, is already claimable, was already released by the advertiser, or belongs to an insured booking.
  • How to fix it: Read the card's own line to see which case applies. A Payout on hold pill has a card in the group above. A Claim amount payout button means you can take the payout now, with no fee.

"A held-back slice of your payout was returned to the buyer"​

  • Where you see it: A notice. Its text names the amount, the channel and the reason.
  • Plans affected: Every owner plan. A retention hold exists only when an advertiser on Elite, Master or Ultimate added one.
  • Why it happens: The retention terms were not met when the hold ended. The notice gives one reason. A delivery check found a problem with the post, a concern was upheld, or the booking was cancelled or refunded. Or the channel had fewer subscribers at the end of the hold than when you accepted. The rest of your payout and your reliability are unchanged.
  • How to fix it: If the stated reason is wrong, contact support with the booking's Order ID and say what the notice claims.

A retention hold row stays in the Payouts panel past its date​

  • Where you see it: Bookings, under Scheduled releases, on a row tagged "retention hold".
  • Plans affected: Every plan.
  • Why it happens: The release is waiting on something else: your wallet is on hold, a verification level is missing, a concern or a review is open, or a delivery check is still being confirmed. The slice stays in escrow and we check again automatically.
  • How to fix it: Complete the verification card at the top of Bookings if one is shown, or wait for the review to end. A retention slice has no claim button; it is released to your wallet by itself.

Withdrawing your earnings​

You withdraw in Wallet, on the Withdraw tab, with the button Request Withdrawal. A refused request holds nothing, and your balance stays spendable. The wallet section has the full guide: Withdrawing your earnings.

"Insufficient withdrawable balance."​

  • Where you see it: Wallet → Withdraw, after pressing Request Withdrawal.
  • Plans affected: Every plan.
  • Why it happens: The amount is more than what can leave the platform. Only Paid Promotions earnings can be withdrawn; credit and refunds cannot. Recent earnings can be spent at once but withdrawn only later. The wallet says so in the line "amount of recent earnings can be withdrawn a number of days after it was earned".
  • How to fix it: Read the Withdrawable figure on the tab and request no more than that. For recent earnings, wait until the wallet shows them as withdrawable.

"Minimum withdrawal is amount."​

  • Where you see it: Wallet → Withdraw, after pressing Request Withdrawal.
  • Plans affected: Every plan.
  • Why it happens: The amount you typed is under the minimum, or the Amount (USD) field is empty. The hint line on the Withdraw tab shows the minimum that applies to you.
  • How to fix it: Request at least the minimum, or wait until your withdrawable balance reaches it. Your balance stays spendable in the meantime.

"You've used this month's withdrawal request."​

  • Where you see it: Wallet → Withdraw. The message continues "Your balance stays spendable, and the limit resets next month." A card naming the plan that allows more, with a See plans button, may slide in.
  • Plans affected: Free, Lite, Plus, Elite and Master. Ultimate has no monthly limit.
  • Why it happens: Your plan's number of withdrawal requests for this calendar month is used. On plans with more than one, the message reads "You've used all a number withdrawal requests this month." A request that was rejected and refunded does not count.
  • How to fix it: Wait for the next calendar month, or move up a plan. Comparing the six plans lists the requests each plan allows.

"Your wallet is temporarily on hold while a concern is reviewed."​

  • Where you see it: Wallet → Withdraw, followed by "Withdrawals resume once it's cleared."
  • Plans affected: Every plan.
  • Why it happens: A concern about one of your bookings is open, or our team placed a hold on your wallet. No withdrawal request was created and your balance is untouched.
  • How to fix it: Wait for the decision; you are told the outcome in a notice. Withdrawals work again as soon as the hold lifts.

"Enter valid payout details (max 200 characters)."​

  • Where you see it: Wallet → Withdraw, after pressing Request Withdrawal.
  • Plans affected: Every plan.
  • Why it happens: The Destination field cannot be used. An empty field answers "Enter your Telegram @username.", "Enter your UPI ID." or "Enter your USDT (BEP-20) wallet address." A destination in the wrong form answers "Enter your Telegram @username (letters, digits and underscores).", "Enter a valid UPI ID, like name@bank." or "Enter a valid USDT BEP-20 address (0x followed by 40 characters)." Two other messages are not about the destination. "This withdrawal was already submitted (reference)." means you pressed twice and the first request stands. "Withdrawals are not available on your account right now. Your balance stays spendable." means withdrawals are switched off for your account.
  • How to fix it: Correct Destination for the Withdrawal method you chose and press Request Withdrawal once. Check it carefully, because it cannot be changed after you submit. For a repeated request, do nothing. For the last message, contact support. See Troubleshooting withdrawals and refunds for the rest of the form.

Identity verification​

As your lifetime payouts grow, a payout can wait until you verify. The verification card sits at the top of Bookings. The steps are on Identity verification for payouts.

"This payout crosses a verification threshold."​

  • Where you see it: Bookings, after pressing a payout button. The message continues "Complete level verification on your Paid Promotions profile to release it — your funds are held safely until then." The level is basic, identity or enhanced.
  • Plans affected: Every plan.
  • Why it happens: Your lifetime payouts, counting this one, reach a level you have not cleared. This payout stays in escrow. Your wallet balance and other bookings are not affected.
  • How to fix it: Complete the verification card at the top of Bookings, then press the payout button again.

"Your payout is waiting on verification"​

  • Where you see it: A notice. When the advertiser confirmed your post, the title is "Placement confirmed — your payout is waiting on verification" or "Placement confirmed — your payout is on hold".
  • Plans affected: Every plan.
  • Why it happens: A payout was due, by automatic release or by the advertiser's confirmation, but could not be paid. Either it needs a verification level you have not cleared, or your wallet is on hold. The payout is held, not lost.
  • How to fix it: Complete the verification card on Bookings, or wait for the wallet hold to lift. Then press Claim amount payout on the booking.
  • Where you see it: Bookings, on the verification card, after pressing Verify.
  • Plans affected: Every plan.
  • Why it happens: Legal name or Country is empty. Nothing was submitted.
  • How to fix it: Fill both fields and press Verify again. Nothing was saved from the first attempt.

The verification card stays on "Verification in review"​

  • Where you see it: Bookings, at the top, with "We're reviewing your details. Any held payouts release as soon as it clears."
  • Plans affected: Every plan.
  • Why it happens: You submitted a level that our team completes. The payouts that need it stay held; everything else works. No notice is sent when the review is decided.
  • How to fix it: Check the card again later. If the wait seems unusually long, contact support. After approval, press Claim amount payout, or wait for the automatic release.

The verification card went back to "Verification required" after a review​

  • Where you see it: Bookings, at the top. The card shows the form again. No notice arrives.
  • Plans affected: Every plan.
  • Why it happens: Our team did not approve the review. The card does not show the reason. Payouts that need the level stay held, and nothing is taken.
  • How to fix it: Contact support and ask what to correct. Then fill the card and press Verify again.

"You are already verified. Your payouts are clear."​

  • Where you see it: Bookings, after pressing Verify. A green card reading "Verified" means the same thing.
  • Plans affected: Every plan.
  • Why it happens: You submitted again after the level was approved. Nothing changed. A green "Verified" card on an account that never submitted anything means no verification is due yet.
  • How to fix it: Nothing to do. Claim any payout that was waiting. The form appears only when a level is required.

You are verified, but a payout is still held​

  • Where you see it: Bookings. A payout button names a higher level. The card reads "Identity verification — our team will verify your identity." or "Enhanced verification — our team will complete enhanced due diligence."
  • Plans affected: Every plan.
  • Why it happens: The payouts waiting take you past the next level. Or another hold applies and the card shows the Payout on hold pill.
  • How to fix it: Submit the verification card again; this starts a review by our team. Then check the booking card for a Payout on hold pill and follow its card on this page.

There is no verification card at the top of Bookings​

  • Where you see it: Bookings. The Payouts panel sits directly under the page header.
  • Plans affected: Every plan.
  • Why it happens: Usually nothing is required: you are verified and no higher level applies. The card is also missing when its status failed to load. In that case the page shows "Couldn’t check your payout verification status. Reload the page to try again."
  • How to fix it: Nothing to do, unless you saw that message. If you did, reload the page before you conclude that no verification is due.

Delivery decisions and your reliability​

While a booked ad runs, we check that it is delivered as sold. These cards cover the notices that follow a finding and the appeal form on your reliability page. For the pin notices, see Troubleshooting owner listings and bookings. What each event does to your score is on How the reliability score works.

"A placement was flagged automatically"​

  • Where you see it: A notice. It names the channel and what was found, then says "The payout is on hold. Contact support if you think this is wrong."
  • Plans affected: Every plan.
  • Why it happens: A delivery check found a problem before the booked run ended. The notice names it: the post was deleted, the bot was removed or lost its admin rights, or the channel was made private. The payout is paused and the finding counts against your reliability once. If the payout was already released, the notice says instead "The payout for it was already released; the advertiser can still raise a concern."
  • How to fix it:
    1. Add @OnflowAdsBot back as an administrator and make the channel public, if either changed.
    2. Open your reliability page and find Decisions about your campaigns. Press Appeal while the row reads "You can appeal until date."
    3. Otherwise contact support with the Order ID.

"A warning about a campaign rule"​

  • Where you see it: A notice with the button Open the decision.
  • Plans affected: Every plan.
  • Why it happens: We saw a rule broken on one of your campaigns, and the notice says which. For an owner it is usually "posted over a paid ad during its exclusive window". This time it is a warning: nothing was taken from you. A repeat counts against your reliability and may cost money.
  • How to fix it: Post nothing else in the channel during the exclusive window of every placement sold with one. If it was not your doing, press Open the decision, then Appeal, and tell us what happened.

"A decision about one of your campaigns"​

  • Where you see it: A notice with the button Appeal this decision. It says what was recorded and until when you can appeal.
  • Plans affected: Every plan.
  • Why it happens: A decision was recorded against you. The notice names it, for example "a paid ad was taken down before its time" or "a paid pin was taken down early". What it changed is listed on your reliability page.
  • How to fix it:
    1. Press Appeal this decision. It opens the decision on your reliability page.
    2. Press Appeal and describe what happened.
    3. Press Send appeal before the time in the notice. A person reviews every appeal. After that time the decision stands.

"Please tell us what happened in a sentence or two."​

  • Where you see it: Your reliability page, under Decisions about your campaigns, in the appeal form.
  • Plans affected: Every plan.
  • Why it happens: The text is too short. Other answers from the same form: "The time to appeal this decision has passed, so it stands. Our team can still review it on their own.", "You have already appealed this decision. Our team will review it." and "This decision no longer stands, so there is nothing to appeal." A row reading "Your appeal is with our team." is already being reviewed.
  • How to fix it: Write at least a full sentence and press Send appeal. Each decision takes one appeal. After the deadline, contact support; our team can still review a decision. For "That did not go through. Please try again." or "Network error. Please try again.", press Send appeal again.

"Your channel posted during an ad's exclusive window"​

  • Where you see it: A notice. It names the channel and says the placement was sold with that window.
  • Plans affected: Every plan.
  • Why it happens: Another post went up in your channel while a paid ad was meant to be the newest post. It counts against your reliability. No money is affected and the ad keeps running.
  • How to fix it: There is nothing to undo. Schedule your other posts for after the exclusive window of each placement sold with one. If the notice is wrong, appeal under Decisions about your campaigns on your reliability page.

"A placement was refunded under delivery insurance"​

  • Where you see it: A notice. The booking moves to the Cancelled tab as "Refunded".
  • Plans affected: Every owner plan. It applies when the advertiser is on Elite, Master or Ultimate.
  • Why it happens: A delivery check found a problem with the ad, and the advertiser's plan includes delivery insurance. The advertiser was refunded in full. There is no payout for this booking, and any good-faith deposit you staked for it went to the advertiser.
  • How to fix it: If you believe the check was wrong, appeal the decision under Decisions about your campaigns on your reliability page while its appeal time is open. You can also contact support with the Order ID. A cover decision can be reviewed.

"Decisions about your campaigns" is not on the reliability page​

  • Where you see it: Your reliability page. The section Your ledger is there, but the decisions section is not.
  • Plans affected: Every plan.
  • Why it happens: The section appears only when your account has at least one decision. It also stays hidden when the list fails to load.
  • How to fix it: If a notice told you a decision exists, reload the page. Better, use the notice's own button, Appeal this decision or Open the decision. It opens the decision directly.

A concern raised by an advertiser​

An advertiser can raise a concern about a published booking. Our team reviews it and tells you the outcome in a notice. The whole process is on When an advertiser raises a concern.

"A fraud concern was raised"​

  • Where you see it: A notice. It says "Your payout and wallet withdrawals are on hold while our team reviews it — you will hear the outcome here." If the payout was already released, it names only your wallet withdrawals.
  • Plans affected: Every plan.
  • Why it happens: An advertiser raised a concern about your post. Until it is decided, this payout is held, your wallet is on hold, and you cannot accept new bookings or open auctions. Your reliability has not changed.
  • How to fix it: Nothing is required. Do not delete or edit the post. Finish the work you already accepted. You may send context to support with the Order ID.

"A fraud concern was upheld"​

  • Where you see it: A notice. In the Cancelled tab the card reads "A concern about this post was upheld: the advertiser was refunded in full and your good-faith deposit went to them."
  • Plans affected: Every plan.
  • Why it happens: Our team found the concern valid. The advertiser was refunded in full. A payout already released for the booking is taken back, a good-faith deposit goes to the advertiser, and the finding counts against your reliability. The notice lists what changed. The hold for this concern is lifted.
  • How to fix it: If the finding is wrong, open your reliability page and appeal the mark under Your ledger. You can also contact support with the Order ID.

"A concern was cleared"​

  • Where you see it: A notice. The title "A concern was closed" means it was closed without a finding.
  • Plans affected: Every plan.
  • Why it happens: Our team rejected the concern, or could not establish fault either way. Your reliability is unchanged, and any good-faith deposit is back in your wallet. The holds are lifted unless another concern is still open.
  • How to fix it: Nothing to do. The notice says whether the payout "will release normally" or was already released and stays yours. Claim it when its date arrives.

"Your wallet is on hold while we review"​

  • Where you see it: A notice. It gives the date the hold ends and the reason. If our team lifts the hold sooner, you receive the notice "Your wallet hold has been lifted".
  • Plans affected: Every plan.
  • Why it happens: Our team placed a temporary hold on your wallet. While it is on, payouts are held, not lost, and you cannot accept new bookings. Nothing has been taken from your balance.
  • How to fix it: Wait. The hold ends by itself on the date in the notice, and held payouts then release normally. If the hold looks like a mistake, contact support and quote the reason given in the notice.

The request card does not say whether a booking has a view guarantee, insurance or a retention hold​

  • Where you see it: Bookings, on a new request. None of the three is shown on the card.
  • Plans affected: Every owner plan.
  • Why it happens: These come from the advertiser's plan and checkout choices. Delivery insurance holds the payout until the whole run ends. A retention hold keeps back a slice for longer. A view guarantee changes nothing for you.
  • How to fix it: After the ad is published, read the release date on the booking card. Check Scheduled releases in the Payouts panel for rows tagged "retention hold".

Opening an auction​

You open an auction on Auctions, in the Auction a slot tab. A refused form creates nothing and charges nothing. The form's hint text shows the limits that apply right now. The procedure is on Running auctions on your slots.

"Auctions are not available on this account"​

  • Where you see it: Auctions → Auction a slot, as a panel with the button Auction a slot. Pressing it shows a card titled "Auction your peak slots" with a See plans button.
  • Plans affected: Free and Lite.
  • Why it happens: Running an auction on your own channel is included from Plus. The card says "Plus and above can run auctions on their own channels."
  • How to fix it: Move to Plus or above to run auctions. Your fixed rate card keeps working on every plan in the meantime.

"Auctions are paused"​

  • Where you see it: Auctions, as a panel. It says "Nothing has been charged, and bids already placed are kept. Please try again a little later."
  • Plans affected: Every plan.
  • Why it happens: Auctions are paused for everyone for a short while. Auctions that are already running keep their bids.
  • How to fix it: Try again later. You do not need to redo anything, and no bid or hold is affected.

"Couldn’t load your rate card"​

  • Where you see it: Auctions → Auction a slot, with "We couldn’t reach the marketplace just now. Nothing is wrong with your channels — try again in a moment."
  • Plans affected: Every plan.
  • Why it happens: The list of slots you can auction did not load. Your channels and prices are unchanged.
  • How to fix it: Press Try again. If it keeps failing, check your connection and reload the page.

"You need a live channel with at least one priced format before you can auction a slot"​

  • Where you see it: Auctions → Auction a slot, with the link Set up a rate card. The sentence ends "an auction opens from a rate you've already published."
  • Plans affected: Plus and above.
  • Why it happens: None of your listings is LIVE with a priced slot. An auction always starts from a price on your rate card.
  • How to fix it: Get a listing live and price at least one slot, then come back. See Setting your prices, perks and spotlight deals.

A slot is greyed out: "Already under the hammer — ends date"​

  • Where you see it: Auctions → Auction a slot, on a slot card. Trying anyway answers "You already have an auction running on that format for this channel. Let it close first."
  • Plans affected: Plus and above.
  • Why it happens: An auction is already open for that slot on that channel. One slot on one channel can have one auction at a time.
  • How to fix it: Auction a different slot, or wait until the date on the card and open a new one then.

"Set an opening price."​

  • Where you see it: Auctions → Auction a slot, as a red line under the form.
  • Plans affected: Plus and above.
  • Why it happens: A required field is empty or zero. The same line can read "Choose when bidding closes." or "Choose when the winning ad goes live."
  • How to fix it: Fill Opening bid (your price), Bidding closes (UTC) and Ad goes live (UTC), then press Open the auction.

"An auction has to run for at least a number of hours — bidders need time to find it."​

  • Where you see it: Auctions → Auction a slot, after pressing Open the auction.
  • Plans affected: Plus and above.
  • Why it happens: Bidding closes (UTC) is too soon. If it is too far away, the message is "An auction can run for at most a number of days."
  • How to fix it: Move the closing time inside the range the message states, then press Open the auction again.

"The ad has to go live at least a number of hours after bidding closes"​

  • Where you see it: Auctions → Auction a slot, after pressing Open the auction. The message ends with the earliest go-live time for your closing time.
  • Plans affected: Plus and above.
  • Why it happens: Ad goes live (UTC) is too close to Bidding closes (UTC). The winner's post needs your channel's booking lead time, and a late bid can extend the close.
  • How to fix it: Set Ad goes live (UTC) to the time the message gives, or later. You can also close bidding earlier. A shorter booking lead time on the channel shortens the gap; see Lead time, blackout dates and auto-accept.

"A slot can be sold at most a number of days ahead."​

  • Where you see it: Auctions → Auction a slot, after pressing Open the auction.
  • Plans affected: Plus and above.
  • Why it happens: The go-live date is too far ahead. A related message, "You've marked that date as closed for this channel, so the winning ad couldn't run.", means the go-live day is one of your blackout dates.
  • How to fix it: Choose a nearer go-live date. For a closed day, pick another date, or reopen the day under Blackout dates in the listing manager first.

"A reserve below the opening price does nothing — raise it or remove it."​

  • Where you see it: Auctions → Auction a slot, after pressing Open the auction.
  • Plans affected: Plus and above.
  • Why it happens: The money fields contradict each other or are too high. Other messages in this family: "An instant-buy price has to be above the opening price — otherwise it IS the opening price.", "An instant-buy price below your reserve would sell the slot for less than you said you'd accept." and "That opening price is above the marketplace maximum." The reserve, the instant-buy price and the bid increment have the same maximum message. A field that is not a number answers, for example, "The reserve has to be a number."
  • How to fix it:
    1. Keep Reserve (optional, private) at or above the opening bid, or leave it empty.
    2. Keep Maximum / instant-buy cap (optional) above the opening bid and not below the reserve, or leave it empty.
    3. Type plain numbers, and stay inside the price range a slot can sell at.

"Only a verified, live channel can host an auction."​

  • Where you see it: Auctions → Auction a slot, after pressing Open the auction.
  • Plans affected: Plus and above.
  • Why it happens: The listing or its price changed after the slot list loaded. Related messages: "That format isn’t priced on this channel — add a rate for it first, and the auction will open from that rate.", "That channel isn’t in your pool." and "Choose which placement format you're auctioning."
  • How to fix it: Reload the tab and pick the slot again. If the listing is PAUSED, relist it first. If the price was removed, set it again on the rate card.

"Auctions aren’t available yet — please try again shortly."​

  • Where you see it: Auctions → Auction a slot, after pressing Open the auction. The page can also say "Couldn't open that auction."
  • Plans affected: Plus and above.
  • Why it happens: A temporary problem stopped the auction from being created. Nothing was opened and nothing was charged.
  • How to fix it: Wait a little and press Open the auction again. Check My auctions first, so you do not open the same auction twice.

Opening an auction is refused because of your reliability or a review​

  • Where you see it: Auctions → Auction a slot, after pressing Open the auction.
  • Plans affected: Plus and above.
  • Why it happens: The same conditions that stop you accepting bookings stop a new auction. The message names the cause: your reliability score is under the level Paid Promotions needs, a concern about you is under review, Paid Promotions is paused on your account after a rule break, or "This account can't start new deals right now."
  • How to fix it: Follow the card for that message under the bookings queue on Troubleshooting owner listings and bookings. Your reliability page shows the reason and any appeal.

Running and closing an auction​

Your auctions are listed in the My auctions tab of Auctions. A sold auction becomes a booking request that you still have to accept. These cards cover cancelling, the close and what comes after it.

The Cancel auction button is gone: "Locked in — closes to the highest bid"​

  • Where you see it: Auctions → My auctions, on the auction card. A late cancel attempt answers "This auction has bids and closes in under a number of hours, so it can no longer be pulled — bidders committed money on the understanding that the slot was really for sale. It will settle to the highest bid, or go unsold if your reserve isn't met."
  • Plans affected: Plus and above.
  • Why it happens: The auction has bids and is in its final period before the close. Bidders committed money on the understanding that the slot was really for sale. The form's hint shows how long that final period is.
  • How to fix it: The auction cannot be stopped now. It still ends unsold if your reserve is not met. If it sells, accept the booking or decline it. Declining never costs reliability; leaving the request unanswered does.

"This auction is already closed."​

  • Where you see it: Auctions → My auctions, after pressing Cancel auction.
  • Plans affected: Plus and above.
  • Why it happens: The cancel came too late or did not arrive. Related messages say that bidding has already closed and the auction is settling to the highest bid, "That auction no longer exists." or "Couldn’t cancel the auction — try again."
  • How to fix it: Reload My auctions and read the card's status. If the auction is still open and unlocked, press Cancel auction once more.

The auction card shows "SETTLING"​

  • Where you see it: Auctions → My auctions, with the note "Closing — settling to the highest bid".
  • Plans affected: Plus and above.
  • Why it happens: The clock has run out and the result is being recorded. Nothing is wrong.
  • How to fix it: Reload the page shortly. The card then reads "SOLD" or "UNSOLD". For a sale, look for the booking in Bookings → New.

"Your slot auction ended without a sale"​

  • Where you see it: A notice. The card in My auctions reads "UNSOLD" with "Ended without a sale".
  • Plans affected: Plus and above.
  • Why it happens: The notice gives one reason: no advertiser placed a bid, no bid reached your reserve price, or the winning bid could not be booked when the auction closed. One version reads "The highest bidder's saved ad post no longer exists, so there was nothing to publish and the sale could not be completed. Their bid has been returned to them in full." Every bidder was refunded, the slot is yours again, and no fee was charged.
  • How to fix it: Auction the slot again with a lower opening bid or reserve, or leave it on your fixed rate card.

"Your advertising slot sold at auction"​

  • Where you see it: A notice, with the deadline for accepting. The card in My auctions reads "SOLD" with "Sold — see Bookings".
  • Plans affected: Plus and above.
  • Why it happens: The auction sold, but the sale is not confirmed yet. The winning bid is now a booking request, and the winner's money is in escrow. If you do not answer by the deadline, the request declines itself, the winner is refunded, and it counts against your reliability.
  • How to fix it: Open Bookings → New and press Accept booking before the deadline in the notice. See Answering booking requests.

A change to your listing is refused while an auction is open​

  • Where you see it: The listing manager and Your desk, when you pause, remove or re-submit a channel, raise its lead time or close a day.
  • Plans affected: Plus and above.
  • Why it happens: An auction is open on the channel, or a bidder's money is still held from one that finished. The change would leave the winning bid unbookable. The messages start "This channel has a number live slot auctions running" or "A slot auction on this channel goes live on date (UTC), inside that range."
  • How to fix it: Cancel the auction in My auctions if that is still allowed; every bidder is refunded in full. Otherwise wait for it to close, then repeat the change. Lowering the lead time is always allowed. Each message has its own card on Troubleshooting owner listings and bookings.

"Channel-owner accounts sell slots, they don’t bid"​

  • Where you see it: Auctions → Browse all, on live auctions, where an advertiser would see a bid button.
  • Plans affected: Every plan.
  • Why it happens: Your account is on the channel-owner side, and that side is permanent. Owners sell slots; advertisers bid on them.
  • How to fix it: Nothing is wrong with your account. Working the other side takes a separate account that chose the advertiser side.

"No auctions yet"​

  • Where you see it: Auctions → My auctions, with "Auction one of your rates and let the market set the price." and the button Auction a slot.
  • Plans affected: Every plan.
  • Why it happens: You have not opened an auction yet. If the list failed to load, you see "We couldn’t load the auctions just now" with "Your bids and holds are unchanged. Try again in a moment." Under See how the bidding went, "No bids on this slot yet." is normal, and "Couldn’t load the bid history just now." is a failed load.
  • How to fix it: Press Auction a slot to open your first auction. For a failed load, press Retry, or open the bid history again later.

Still stuck?​

If no card here matches, contact support. The fastest way is onflowads.com/support, which 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 from the booking, the Auction ID from the auction, or the Listing ID from the desk card
  • the date and time it happened

More ways to reach us are on Help and support overview.

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