Troubleshooting Plans

Every message, locked control and puzzle you can meet while choosing, paying for or using a plan is on this page. Find the message you see, or the thing that is not working.

Each card says where the message appears, which plans it affects, why it happens and what to do. A purchase is charged once, from your wallet. A card says "nothing was charged" only where that is certain.

Seeing your plan and the pricing page

These cards cover what the pricing page and the bot show you about your plan before any money moves. Nothing in this group is a charge.

Where you see it:
The pricing page. The line that starts "You’re on" is missing, and Get Plan opens the sign-up page.
Plans affected:
Every plan.
Why it happens:
The page could not load your account, or you were signed out while it was open. It then shows what a visitor sees. Nothing was charged.
How to fix it:
Reload the page. If the status line is still missing, sign in again and reopen the pricing page. Buying needs the status line to be there.

The checkout total is not what you expected

Where you see it:
The Total row of the checkout on the pricing page.
Plans affected:
Every plan.
Why it happens:
The plan cards show printed prices until your own prices load, and a purchase is always priced at the moment you pay. The List price and First-purchase discount rows appear only on an account's first ever paid plan, while that offer runs. There is no code to enter.
How to fix it:
Reload the page and open the checkout again. Treat Total as the price. If it is not what you expected, press Cancel. Nothing is charged until you press the pay button.

A link to a plan did not open the checkout

Where you see it:
The pricing page, after you follow a link that points at one plan.
Plans affected:
Every plan.
Why it happens:
A link from us can open the pricing page on the right plan. The checkout opens by itself only when you are signed in and that plan can be bought, renewed or upgraded to. It does not open for Free, for Ultimate, or for a plan below yours.
How to fix it:
Sign in, then press the button on the plan's card. If the button is greyed out, read the note under it.

"Included with every plan"

Where you see it:
The greyed-out button on the Free card of the pricing page, while you hold a paid plan.
Plans affected:
Lite and above.
Why it happens:
Everything on Free is part of every paid plan, so there is nothing to choose on that card. It is a label, not an error.
How to fix it:
Nothing to do. The plan you hold is the one named in the status line, after "You’re on".

"Current plan" where you expected "Renew"

Where you see it:
The greyed-out button on your own plan's card on the pricing page.
Plans affected:
Any plan held with no end date, and Ultimate.
Why it happens:
Your plan has no end date (the status line shows Lifetime), or it is Ultimate, which is not sold through the checkout. An old copy of the page may say instead: "Your Plan membership is already lifetime — there is nothing to extend." Nothing was charged.
How to fix it:
Nothing to do for a plan with no end date. For Ultimate, ask about an extension at https://onflowads.com/support.

"Available after your current plan expires — no mid-term downgrades."

Where you see it:
Under a greyed-out Get Plan button on a plan below yours. On the Telegram pricing page the button itself reads "Available after your plan ends". With no end date the note reads "Your lifetime plan never expires, so lower plans stay locked."
Plans affected:
Plus and above.
Why it happens:
You cannot move to a lower plan while a higher one is running.
How to fix it:
Wait for the date in the status line, then choose the lower plan. A plan with no end date never ends, so only an upgrade is offered. See Moving down or letting a plan end.

"Plans are bought on the main pricing page, which also compares every feature in full."

Where you see it:
The Telegram pricing page. Its Get Plan, Renew and Upgrade buttons open another page instead of a checkout.
Plans affected:
Every plan.
Why it happens:
That page shows the plans, and the purchase itself happens in one place only. Nothing was charged.
How to fix it:
Finish on the pricing page. The steps are in Buying a plan.

"This button has retired. Manage everything on the Onflow Ads website."

Where you see it:
The bot, after you press a button on an old message, such as an old plan, upgrade or menu button.
Plans affected:
Every plan.
Why it happens:
The bot sells no plans and shows no plan prices. Buttons on older messages that once did are switched off. Nothing changed on your account.
How to fix it:
Open the pricing page on the website. Your plan belongs to your account, so it applies in the bot as soon as you have it.

Paying for a plan

These cards cover the checkout on the pricing page, from the moment you press a plan's button to the result. Check the status line before you pay a second time.

"Top up to continue"

Where you see it:
The checkout on the pricing page, with a red Top up needed row. The text reads "You need an amount more in your wallet to buy Plan. Top up, then come back to finish — your plan is charged straight from your Onflow wallet." After you press the pay button it ends "The full monthly amount is charged in one go from your wallet." (or "yearly"), or it reads "You don’t have enough in your wallet for this purchase." or "Insufficient funds in wallet."
Plans affected:
Every plan.
Why it happens:
Your wallet balance is lower than the total. After the pay button, it means your balance dropped while the checkout was open. Nothing was charged, and on an upgrade nothing was lost.
How to fix it:
Press Top up wallet and add at least the amount shown. Then return to the pricing page and press the plan's button again. See Adding funds.

"An amount of your balance is frozen while a top-up refund request is reviewed, and what is left does not cover this plan."

Where you see it:
Inside "Top up to continue", after you press the pay button.
Plans affected:
Every plan.
Why it happens:
You have an open top-up refund request, and the money it covers cannot be spent until it is decided. The checkout offered the pay button because your balance looked large enough. Nothing was charged.
How to fix it:
Top up the amount the message names, or wait for the decision on the Refunds tab of your wallet. Then buy again. See Requesting a top-up refund.

"Your plan has changed"

Where you see it:
The checkout, after you press the pay button. The text reads "Your plan changed since this page was opened, so nothing was charged. Check your plan below, then choose again if you still want to." A shorter form reads "Nothing was charged. Check your plan, then choose again."
Plans affected:
Every plan.
Why it happens:
The plan or end date on your account is no longer what the page was showing. Usually a purchase already finished in another tab, or an earlier attempt went through and you then pressed Retry or Try again. It also appears when your plan reached its end date while the page was open. This attempt charged nothing.
How to fix it:
1. Press Got it and read the status line. The page refreshes it to show the plan you hold now.
2. If it shows the plan you wanted, stop. The earlier attempt worked.
3. If it does not, choose the plan again. After a plan has ended the card reads Get Plan, and the purchase is an ordinary one.

"Can’t downgrade mid-term"

Where you see it:
The checkout, with the text "You already have your current plan active. Lower tiers can be purchased after it expires." It can also read "Your current plan is still active — lower tiers unlock after it expires." The button is Got it.
Plans affected:
Plus and above.
Why it happens:
A purchase of a lower plan was sent while a higher plan is running, usually from a page left open since before an upgrade. Nothing was charged.
How to fix it:
Reload the page and keep your current plan. Choose the lower plan after the end date in the status line.

The "Pay" button does nothing on an upgrade

Where you see it:
The checkout titled Upgrade to Plan, under a warning that your current plan is replaced with no refund.
Plans affected:
Lite, Plus and Elite.
Why it happens:
An upgrade replaces your current plan at once, and its remaining days are lost. The pay button looks ready, but it does nothing until you tick "I understand my current membership and its remaining days are forfeited." With no end date the box reads "I understand my lifetime membership is forfeited."
How to fix it:
Tick the box only if you accept losing the remaining days. Otherwise press Cancel and upgrade after your plan ends. See Upgrading to a higher plan.

"Ultimate is application only — 50 seats. Apply through the contact page and we'll be in touch."

Where you see it:
A dialog titled "Ultimate is application only" on the pricing page, with Close and Apply. It can also read "Ultimate is granted by application — 50 seats globally." The Ultimate card itself shows Apply in place of a checkout.
Plans affected:
Every plan.
Why it happens:
Ultimate cannot be bought. It is given by application. Nothing was charged.
How to fix it:
Press Apply and send the contact form. Applying for Ultimate says what to write.

"Too many purchase attempts. Please try again later — the limit resets within the hour."

Where you see it:
A dialog titled "Something went wrong" in the checkout.
Plans affected:
Every plan.
Why it happens:
Too many purchases were tried in a short time. The refused attempt charged nothing, but an earlier one may have worked.
How to fix it:
Read the status line and your wallet history first. If your plan is not there, wait and try again later. If it still fails after a long wait, contact support at https://onflowads.com/support.

Where you see it:
The "Something went wrong" dialog in the plan checkout. The link dialog shows the same line when you buy the External Links add-on.
Plans affected:
Every plan.
Why it happens:
You were signed out after the page loaded. Nothing was charged.
How to fix it:
Sign in again, reopen the page you were on, and start the purchase again. See Signing in with email and password.

"This request came from another website, so it was blocked. Reload the page and try again."

Where you see it:
The "Something went wrong" dialog in the checkout. When you buy the External Links add-on it can read "For your security, this can only be done from the Onflow Ads website. Please try again from the website."
Plans affected:
Every plan.
Why it happens:
The purchase did not arrive from an Onflow Ads page. A page shown inside another app or site, or a privacy tool, can cause this. Nothing was charged.
How to fix it:
Open https://onflowads.com/pricing directly in an ordinary browser tab, reload it, and buy there.

"Upgrades are temporarily unavailable. Please try again shortly."

Where you see it:
The "Something went wrong" dialog in the checkout.
Plans affected:
Every plan.
Why it happens:
Plan purchases cannot be taken at this moment. The problem is on our side. Nothing was charged.
How to fix it:
Try again in a few minutes. Your wallet balance and your current plan are untouched in the meantime.

"Pricing has been updated — refresh the page."

Where you see it:
The "Something went wrong" dialog in the checkout. The same cause can read "Invalid tier selected." or "Invalid billing period selected."
Plans affected:
Every plan.
Why it happens:
The page you have open is an old copy, and what it asked for no longer matches what is on sale. Nothing was charged.
How to fix it:
Reload the pricing page, then choose the plan and the billing period again.

"Something went wrong processing your purchase. Please try again."

Where you see it:
The "Something went wrong" dialog in the checkout, with Close and Try again. It can also read "Please try again in a moment."
Plans affected:
Every plan.
Why it happens:
The purchase hit an unexpected problem. The charge and the plan change happen together or not at all.
How to fix it:
Check the status line and your wallet history. If neither changed, press Try again. On a renewal the dialog may now read Get Plan and Pay; it still extends your plan. If it fails again, send support the plan, the billing period and the time.

"Connection error"

Where you see it:
The checkout, with "We couldn’t reach the server. Check your connection and try again." and the buttons Close and Retry. A pay button that shows a spinner and never finishes has the same cause.
Plans affected:
Every plan.
Why it happens:
The answer to your purchase was lost on the way. The purchase may or may not have gone through. A second press on a spinning pay button is ignored.
How to fix it:
Check your connection, press Retry and pay. A retry cannot charge you twice: if the first attempt worked, you see "Your plan has changed" and nothing more is charged. If you pressed Close, or a spinner never ends, reload the page and check the status line and your wallet history before you choose a plan again.

Renewing, upgrading and a plan that ended

These cards cover what happens after a purchase and when a plan reaches its end date. The date in the status line of the pricing page is the one that counts.

The renewal did not extend as far as you expected

Where you see it:
The success message "Your membership is active until date." and the status line on the pricing page.
Plans affected:
Lite to Master.
Why it happens:
The billing switch was on Monthly rather than Yearly. One term was charged and added to your end date.
How to fix it:
Check the date in the status line. Renew again to add another term; an early renewal costs no days. See Renewing your plan.

You upgraded by mistake, or want the old days back

Where you see it:
The pricing page, after an upgrade you confirmed and paid for.
Plans affected:
Plus, Elite and Master, after an upgrade.
Why it happens:
The checkout warned that upgrading replaces your current plan at once, with its remaining days lost and no refund. You ticked the box and paid.
How to fix it:
It cannot be undone on the page. The higher plan runs for the full term you paid for. You can choose a lower plan again after it ends.

The plan ended and the account reads Free

Where you see it:
The status line reads "You’re on Free", on the website and in the bot. Limit messages quote Free's numbers.
Plans affected:
Lite and above.
Why it happens:
The end date passed. No reminder is sent before or after a plan ends. Nothing was deleted and your wallet is untouched, but limits and fees are those of Free.
How to fix it:
Choose the plan again on the pricing page; after the end date the card reads Get Plan again. It is an ordinary purchase, and the new term starts the day you pay. Next time, renew before the end date; renewing early costs no days.

The legacy $11 price is gone

Where you see it:
The status line no longer shows "legacy $11 price lock", and the Plus card shows the standard price.
Plans affected:
Members who held the legacy $11 plan.
Why it happens:
The legacy price is kept while that plan is running and for 30 days after it ends. It ends for good when you buy any plan other than Plus.
How to fix it:
It cannot be restored. Plus stays available at the standard price. How plan billing works explains the legacy price.

No "Premium activated" message arrived

Where you see it:
Telegram or your email inbox, after a purchase that succeeded on the website.
Plans affected:
Lite, Plus, Elite and Master.
Why it happens:
Your Telegram account is not connected, you never started the bot, payment alerts are switched off, or your email arrives as a digest. A plan arranged with the team sends no automatic message. The purchase itself is not affected.
How to fix it:
Check the status line and your notification feed, which always has the notice for a purchase. Switch on the Payments row on your Notifications page for next time.

A limit is different from what your plan's page says

Where you see it:
Any limit message on the website or in the bot.
Plans affected:
Every plan.
Why it happens:
Your plan ended, so limits are those of Free. Or we changed a figure. Your reliability also shapes AI and exchange allowances on every plan. Support can adjust what an account is allowed. Plain-looking bot messages are normal on Free and Lite: the premium look in the bot starts at Plus.
How to fix it:
Check the status line, then trust the number in the product's own message. See When your limits differ from your plan.

Applying for Ultimate

Ultimate is applied for through the contact page, so these cards are about that form. They apply to visitors as well as members.

"Please fill in your name, email and message."

Where you see it:
Under the form on the contact page, after you press Send message.
Plans affected:
Every plan, and visitors.
Why it happens:
A field is empty or was not accepted. The form may name the field instead: "Please enter your name.", "Please keep your name under 200 characters.", "Please enter a valid email address.", "Please include a short message so we know how to help." or "Your message is over 5,000 characters. Please shorten it, or send the rest by email." Nothing was sent.
How to fix it:
Correct the field and send again. Shorten a long application and send the rest in a reply to the acknowledgement email.

"Too many attempts. Please wait a minute and try again."

Where you see it:
Under the form on the contact page. The link dialog shows the same line when you buy the External Links add-on.
Plans affected:
Every plan, and visitors.
Why it happens:
Too many messages or purchase attempts were sent in a short time. The message can also say to wait a few minutes. The refused message was not sent, and a refused purchase charged nothing.
How to fix it:
Wait, then send once. The wait can be longer than the message suggests, so try again later rather than repeatedly. If it continues, use https://onflowads.com/support.

"Please complete the security check and try again."

Where you see it:
Under the contact form, or as "The security check didn't pass. Please try again." The check's own row in the form can say that it did not load, could not start, cannot run in this browser, did not pass, or is unavailable.
Plans affected:
Every plan, and visitors.
Why it happens:
The form asked for a security check, and it was missing or did not finish. Nothing was sent.
How to fix it:
Follow the advice in the row: pause a content blocker, set your device clock to automatic, update or change your browser, or change network or turn off a VPN. Press Try again in the row, then Send message.

"This feature is temporarily unavailable. Please try again shortly."

Where you see it:
Under the contact form. It can also read "Network error — please try again." or "Something went wrong. Please try again."
Plans affected:
Every plan, and visitors.
Why it happens:
A problem on our side, or a dropped connection. Your message was not sent unless the page went on to show Message sent.
How to fix it:
Send it again. If the message quotes a reference, give that reference and your application text to support at https://onflowads.com/support.

No acknowledgement email arrived

Where you see it:
Your inbox, after the contact page showed Message sent.
Plans affected:
Every plan, and visitors.
Why it happens:
The address had a typing mistake, or the email went to a spam folder. If the page showed Message sent, your application reached the team.
How to fix it:
Check your spam folder. Keep the reference from the Message sent card and quote it when you follow up.

"Apply" opened the ordinary contact form

Where you see it:
The contact page, after you press Apply on the Ultimate card. Signed in, you see no application block at the bottom of the pricing page.
Plans affected:
Every plan.
Why it happens:
Ultimate has no separate application form, no checkout and no status page. The contact form is the application. The closing block on the pricing page is shown to visitors only.
How to fix it:
Use Apply on the Ultimate card. In the message say that it is an Ultimate application and give your account email. Add your channels or volume, and the limit you keep reaching.

Ultimate was set on the account but nothing announced it

Where you see it:
The status line and your account menu show Ultimate, with no message beforehand. The Ultimate card reads Current plan and has no Renew button.
Plans affected:
Ultimate.
Why it happens:
Ultimate is arranged with the team, and no automatic message is sent when it starts. The plan applies as soon as it is on your account.
How to fix it:
Check the status line. Ask about the end date or an extension by replying to your application email, quoting its reference.

Marketplace entry gates

These refusals appear when you list a channel, enrol it or start a deal. They are the same on every plan, and upgrading does not lift them. See Marketplace entry gates.

"Paid Promotions channels need at least the minimum subscribers. This channel has its count."

Where you see it:
Under the link field when you add a channel to Paid Promotions; a shorter form appears when you submit the listing. The Subscriber Exchange and Cross-Promotion have their own versions of the sentence.
Plans affected:
Every plan.
Why it happens:
The channel has fewer subscribers than that product asks for. Nothing was listed or charged.
How to fix it:
Grow the channel past the number in the message, or use another channel. A channel already in the exchange is not turned away.

"We couldn’t read this channel’s subscriber count — please try again in a moment."

Where you see it:
The same places as the subscriber minimum: adding a channel to Paid Promotions, or enrolling one in the Subscriber Exchange.
Plans affected:
Every plan.
Why it happens:
The channel's subscriber count could not be read at that moment. Nothing was created.
How to fix it:
Try again shortly. Check that @OnflowAdsBot is still an admin of the channel.

"Couldn’t verify that channel."

Where you see it:
Under the link field after you press Verify & add in Paid Promotions. More specific lines are "That channel isn’t public, or it doesn’t exist. Only public Telegram channels can join the Paid Promotions pool.", "We couldn’t reach Telegram from our server right now. Please try again in a moment.", "Add @OnflowAdsBot as an admin of that channel first, then try again." and "Paste your channel’s t.me link or @username."
Plans affected:
Every plan.
Why it happens:
The channel could not be checked. Nothing was listed or charged.
How to fix it:
Check the link, make the channel public, add the bot as an admin, then press Verify & add again. For a line that starts "This channel can't be used on Onflow Ads" or "Onflow Ads doesn’t list channels about", see Troubleshooting Channels and dashboard.

"You’ve listed your count channels — the most this account can list is your plan's limit."

Where you see it:
Under the link field when you add a channel to Paid Promotions, with a plan card beside it.
Plans affected:
Free to Master.
Why it happens:
You have listed as many channels as your plan allows. Of the refusals at this step, this is the only one a plan changes. Nothing was listed.
How to fix it:
Remove a listing you no longer need, or move to the plan named on the card. Comparing the six plans shows each plan's number.

"Paid Promotions needs a reliability score of at least the minimum/10 — yours is your score/10."

Where you see it:
Where you start a deal: checkout, accepting a booking, an auction or a bid. Cross-Promotion and the Subscriber Exchange have their own versions. On your reliability page the product's pill shows a cross.
Plans affected:
Every plan.
Why it happens:
Your reliability score is under the minimum for that product. The deal did not start, and nothing was charged or held. Deals already running continue.
How to fix it:
Open your reliability page, read the history, and appeal any penalty that is wrong. Complete running deals cleanly. See Your reliability score and appeals.

"A booking request was declined for you"

Where you see it:
Your notification feed, Telegram and email, as a channel owner. The advertiser's notice is titled "A booking was declined & refunded".
Plans affected:
Every plan.
Why it happens:
A booking was waiting for an owner whose account could not accept bookings at that moment. It was cancelled. The owner loses no reliability and no deposit. The advertiser is refunded in full, as balance to spend on the platform, not to withdraw.
How to fix it:
Owners: your Paid Promotions page names what is blocking you and what clears it. Advertisers: book another channel with the refunded balance.

"Your account is under review while an open fraud concern is resolved."

Where you see it:
Every place where a Paid Promotions or Cross-Promotion deal starts. Your reliability page shows Under Review. AI tools show "AI is paused while your account is under review."
Plans affected:
Every plan.
Why it happens:
A concern about your account is open. You can finish anything already in progress, but you cannot start a new deal until it is cleared.
How to fix it:
Finish what is running. Open your reliability page for the concern and anything you are asked to send. The block lifts when the concern is resolved.

"Paid Promotions is paused on this account until date and time after a rule break."

Where you see it:
Where a Paid Promotions deal starts. At checkout the line can begin "Booking is paused". For Cross-Promotion it begins "Cross-promotion is paused", and in the Subscriber Exchange "The exchange is paused".
Plans affected:
Every plan.
Why it happens:
A rule was broken, and that product cannot start new deals until the time shown.
How to fix it:
Read the decision under "Decisions about your campaigns" on your reliability page. Appeal there before the deadline shown, or wait until the time in the message.

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

Where you see it:
Any place where a deal starts, on the website.
Plans affected:
Every plan.
Why it happens:
The account is suspended or closed, so nothing new can start. Nothing was charged.
How to fix it:
Contact support from the account's own email address and ask about the account's status. Use https://onflowads.com/support.

"Your wallet is an amount overdrawn."

Where you see it:
Any place where a deal starts. The line continues "Top up to clear it and your account unlocks". A later version says that the time allowed to clear it has passed, and names the amount to top up.
Plans affected:
Every plan.
Why it happens:
Your wallet balance is below zero. Until it is cleared nothing new can start, and every credit comes off the balance first. Topping up is never blocked.
How to fix it:
Top up at least the amount shown. See Owing money.

"Connect your Telegram account to use the exchange."

Where you see it:
The Subscriber Exchange page on the website.
Plans affected:
Every plan.
Why it happens:
The exchange places ads in Telegram channels, and your account has no Telegram account connected yet.
How to fix it:
Connect Telegram from the website, then return to the exchange. See Connecting your Telegram account to the bot.

"Couldn’t load — refresh to try again"

Where you see it:
Your reliability page, in place of the score's label. The score shows a dash, and the three product pills show neither a tick nor a cross.
Plans affected:
Every plan.
Why it happens:
The page could not read your account at that moment. Your score did not change.
How to fix it:
Refresh the page. If it keeps failing, sign out, sign in again and reopen the page.

You are on a paid plan and were still refused

Where you see it:
With any message in this group, when you expected your plan to let you through.
Plans affected:
Lite and above.
Why it happens:
Entry gates are not plan features. The subscriber minimum, the reliability minimum and account holds are the same on every plan.
How to fix it:
Fix the cause the message names. Do not upgrade to get past a gate; it will not help.

Limits and locked features

These cards cover the messages you see when an action needs more than your plan includes. The action is not carried out and nothing is charged for it. See Where plan limits and locks appear.

A card slides in titled "Plan unlocks this" or "Plan allows a number"

Where you see it:
Any signed-in page on the website, for a few seconds, with a See plans button. Other titles are "Plan allows unlimited", "Plan has no waiting period", "Plan waits a number day(s)" and "More room on Plan".
Plans affected:
Every plan below the one named on the card.
Why it happens:
The action needed more than your plan includes. No card appears when no higher plan would help, which is always the case on Ultimate.
How to fix it:
Read the sentence printed where you tried the action. Free up room, wait for the reset, or press See plans.

"This boost is over your order limit"

Where you see it:
Boost pages, as a notice with an Upgrade button. Related titles are "You have reached your live order limit" and titles that end "is a Premium feature".
Plans affected:
Order limits: every plan. Drip-feed, scheduling, auto-refill and CSV export: Free. Priority delivery: Free and Lite. The Boost API: Free, Lite and Plus. Webhooks: Free to Elite.
Why it happens:
The order or feature is beyond your plan. "Premium" here means a paid plan. The order was not placed.
How to fix it:
Lower the quantity, wait for running orders to finish, or upgrade. See Troubleshooting Boost.

"Your plan doesn’t include option targeting, so the ad was not submitted. Remove that filter and submit again."

Where you see it:
The Subscriber Exchange, when you submit an ad.
Plans affected:
Country targeting and scheduled starts: Free. Size-band targeting, day-parting and the blocklist: Free and Lite. Lookalike targeting: Free to Elite.
Why it happens:
The ad uses a targeting option your plan does not include. Nothing was submitted or charged.
How to fix it:
Remove that filter and submit again, or move to a plan that includes it. See Subscriber Exchange plans and limits.

"Your plan covers your plan's number enrolled channels."

Where you see it:
The Subscriber Exchange. Related lines are "Your plan runs a number ads at a time. Cancel one before submitting another.", "Your plan lets you block up to a number channels." and "Your plan allows up to a number extra drops per cycle."
Plans affected:
Every plan, at your plan's number. "Extra drops aren’t included on this account. Hosting ads earns the credits that pay for them." appears on Free.
Why it happens:
You reached your plan's number. Channels and ads you already have are untouched.
How to fix it:
Cancel or remove one, lower the number, or upgrade.

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

Where you see it:
Paid Promotions, as an advertiser. Related lines are "Your plan attaches up to a number item(s) to an ad post.", "Video creatives are a paid feature on Paid Promotions." and "Your plan doesn't include multi-channel bundles." Others cover bundle size, Placement Proof Certificates used this month, and a channel verified in the last number hours.
Plans affected:
Monthly placements and early access: Free to Master. Photos per post: every plan. Video: Free, Lite and Plus. Bundles: Free and Lite; bundle size: Plus and above. Certificates: Elite and Master.
Why it happens:
The booking is beyond your plan. Nothing was charged or held.
How to fix it:
Follow the sentence, wait for next month, or upgrade. See Troubleshooting Paid Promotions for advertisers.

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

Where you see it:
The templates page in Paid Promotions. A locked template reads "This template is past your plan’s library allowance, so it is read-only for now. It is kept exactly as it is."
Plans affected:
Every plan, at your plan's number.
Why it happens:
You have more saved templates than your plan keeps open, often after a plan ended. Nothing is deleted. A locked template cannot be edited or used, but it can be deleted.
How to fix it:
Delete an older template to open the locked one, or upgrade.

"You already have a number spotlight(s) running and your plan allows your plan's number at a time."

Where you see it:
Paid Promotions, as a channel owner. Related lines give the date of your next spotlight, say your featured days for the month are used, or read "Running an auction on your own listing is a paid feature." A payout claimed early shows the date the funds release.
Plans affected:
Auctions on your own listing: Free and Lite. Spotlight wait: Free to Master. The rest: every plan, at your plan's number.
Why it happens:
The action is beyond your plan, or its waiting time has not passed. Nothing was charged.
How to fix it:
Wait for the date shown, or upgrade. Featured weeks can still be bought on the same page.

"You've used all your plan's number cross-promotion initiations included this month."

Where you see it:
Cross-Promotion, when you start a campaign. An email may follow if you opted in to marketing email. Master and Ultimate include Blitz; below them you see "Blitz multi-partner campaigns aren’t included on this account."
Plans affected:
Free to Master.
Why it happens:
You started as many campaigns this calendar month as your plan includes. The campaign was not started.
How to fix it:
Wait for next month, or upgrade. Joining someone else's campaign is not limited by plan, so you can still do that.

"You've used all your plan's number withdrawal requests this month. Your balance stays spendable, and the limit resets next month."

Where you see it:
The Withdraw tab of your wallet. With a limit of one it reads "You've used this month's withdrawal request." You may also see "Withdrawals are not available on your account right now. Your balance stays spendable."
Plans affected:
Free to Master.
Why it happens:
You have made your plan's number of withdrawal requests this calendar month. Rejected and refunded requests do not count. No withdrawal was created.
How to fix it:
Wait for next month, or upgrade. See Withdrawing earnings.

"You've used today's AI actions. They reset at 00:00 UTC."

Where you see it:
Any composer with AI tools. Related lines are "You've used this month's AI actions. They reset on the 1st of the month (UTC)." and "AI images are not available on this account." On Master and Ultimate no plan card follows, because no plan has a larger allowance.
Plans affected:
Text actions: every plan. AI images: Free to Elite have none.
Why it happens:
Your daily or monthly allowance is used, or your plan has no AI images. Nothing was generated or charged.
How to fix it:
Wait for the reset the message names, or upgrade. See AI allowance and limits by plan.

"Export CSV · locked"

Where you see it:
Campaign analytics in Paid Promotions. Related buttons are "PDF report · locked" and "Raw data · locked". Buying the unlock with a short wallet shows "Top up your wallet to unlock exports."
Plans affected:
CSV: Free and Lite. PDF report: Free, Lite and Plus. Raw data: Free to Elite.
Why it happens:
Your plan does not include that export, and this campaign has not been unlocked. Nothing was charged.
How to fix it:
Unlock that one campaign, or upgrade. Top up first if your wallet is short.

Post buttons and links

These cards cover the buttons under a post and the links inside it, in every composer on the website. See Post buttons and links by plan.

"Inline buttons" with a "Locked" button

Where you see it:
Any composer. On Free the whole row is locked. On Lite, Plus and Elite the rows above your plan's number are locked. Pressing Locked opens a card titled "Inline buttons" or "More inline buttons".
Plans affected:
Free; Lite, Plus and Elite for the higher rows.
Why it happens:
Buttons start at Lite, and each plan up to Master adds one. Nothing is wrong with your post.
How to fix it:
Use the open rows, or move to the plan the card names. On Free, put a public Telegram link in the post text instead.

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

Where you see it:
When you save a post. On Lite it reads "Your plan allows up to 1 button per post." On Free it reads "Inline buttons are not available on this account."
Plans affected:
Free, Lite, Plus and Elite.
Why it happens:
The post has more buttons than your plan allows. This is common with a draft written on a higher plan, or after a plan ended. The post was not saved.
How to fix it:
Press Remove on each extra button row, then save again. The extra rows stay visible, marked as locked, until you remove them.

"Button text must be 1–48 characters."

Where you see it:
When you save a post that has buttons. A related line is "Button text cannot contain line breaks."
Plans affected:
Lite and above.
Why it happens:
A button has no label, a label longer than 48 characters, or a label pasted with a line break. The post was not saved.
How to fix it:
Type a label, shorten it, or retype it on one line. Then save the post again.

"Each button needs a label and a link."

Where you see it:
When you save a post that has buttons. It can also read "Those buttons couldn't be read. Please reload the page and try again."
Plans affected:
Lite and above.
Why it happens:
A button row is incomplete, or the page you have open is an old copy. The post was not saved.
How to fix it:
Fill in both the label and the link of every button. If the message stays, reload the page and add the buttons again.

There is no colour picker, or a colour disappeared after saving

Where you see it:
The button rows of any composer, or the delivered post in Telegram.
Plans affected:
Free and Lite; older Telegram apps on any plan.
Why it happens:
Coloured buttons start at Plus. Below Plus, a colour chosen earlier is dropped the next time the post is saved, with no message. A viewer with an old Telegram app sees an ordinary button that still works.
How to fix it:
Nothing is lost but the colour. Choose it again after you move to Plus or above.

"Telegram cannot show buttons under an album. Keep the buttons with one photo, a video or a text-only post — or remove the extra photos."

Where you see it:
Paid Promotions, when you book a post or save a template. The wording varies slightly from page to page.
Plans affected:
Lite and above.
Why it happens:
The post has buttons and two or more photos, and Telegram does not allow that. The post cannot be booked until it is fixed. Nothing was charged.
How to fix it:
Keep one photo or a video, or remove the buttons. A text-only post can also carry buttons.

"That link doesn’t look valid. Use a full https:// URL."

Where you see it:
The link dialog of any composer, and when you save. With an empty box it reads "Paste a full https:// URL." and Insert link stays greyed out.
Plans affected:
Every plan.
Why it happens:
The text in the box is not a full web address, or it has a space inside. The link was not inserted.
How to fix it:
Paste the full address, starting with https://, with no spaces before or inside it.

"Private Telegram links are not available on this account."

Where you see it:
The link dialog of any composer, and when you save. A card titled "Private Telegram links" may appear.
Plans affected:
Free.
Why it happens:
Invite links and links to private Telegram chats start at Lite. The link was not inserted.
How to fix it:
Use the channel's public address, or move to Lite or above.

"Private Telegram links can't be used in ads right now."

Where you see it:
When you save a post. For addresses outside Telegram it reads "Links outside Telegram can't be used in ads right now."
Plans affected:
Every plan.
Why it happens:
That kind of link is switched off for everyone at the moment. No plan or purchase changes it. The post was not saved.
How to fix it:
Use a public Telegram link for now, or try again later.

"External links need the External Links add-on ($1)."

Where you see it:
The link dialog of any composer, with the button Enable external links — $1, and when you save.
Plans affected:
Every plan.
Why it happens:
The address is outside Telegram, and your account has not bought the add-on for its current plan. The link was not inserted.
How to fix it:
Press Enable external links — $1 to buy the add-on from your wallet, or use a Telegram link. The price that applies is the one on the button.

"Not enough wallet balance. Top up your wallet and try again."

Where you see it:
The link dialog, after you press the button to buy the External Links add-on.
Plans affected:
Every plan.
Why it happens:
Your wallet cannot cover the add-on. Nothing was charged and nothing was unlocked.
How to fix it:
Top up your wallet, reopen the link dialog, and press the button again. See Adding funds.

"Already enabled for your tier."

Where you see it:
The link dialog, followed by the reference of your earlier purchase.
Plans affected:
Every plan.
Why it happens:
You already bought the External Links add-on for your current plan. Nothing was charged this time.
How to fix it:
Nothing to do. Close the message and insert your link; links outside Telegram are already open to you.

"This add-on is not on sale right now."

Where you see it:
The link dialog, when you try to buy the External Links add-on.
Plans affected:
Every plan.
Why it happens:
The add-on is temporarily not sold. No plan changes that. Nothing was charged.
How to fix it:
Use a Telegram link for now, or try again later.

"Could not enable external links. Try again."

Where you see it:
The link dialog. Related lines are "This isn’t available right now. Please try again in a moment.", "Network error. Try again." and "The site is busy right now and this did not go through. Please try again in a moment." One version says nothing was changed and asks you to quote a reference.
Plans affected:
Every plan.
Why it happens:
A connection or service problem stopped the add-on purchase. Nothing was charged and nothing was unlocked.
How to fix it:
Reload the page and press the button once more. Check your wallet history before a third try. If a reference is shown, send it to support.

A link or button that used to work is now refused

Where you see it:
A red message under a button row in a composer, or the External Links add-on message appearing again.
Plans affected:
Every plan.
Why it happens:
Your plan changed. The add-on belongs to the plan it was bought on, and a saved link may no longer be allowed. Nothing is refunded, and posts already approved are not affected.
How to fix it:
Buy the add-on for your current plan, change the link, or remove the button. The earlier purchase works again if you return to that plan.

The "advertisement via onflowads.com" line

These cards cover the short attribution line that can appear under an ad delivered in Telegram, and the room it takes in a post.

My ad carries "advertisement via onflowads.com" although I am on Plus or higher

Where you see it:
Under your ad, in the Telegram channel that carried it.
Plans affected:
Every plan, as advertiser.
Why it happens:
The line depends on the plan of the channel's owner, not on yours. Channels whose owner is on Free or Lite carry it. Your ad ran as booked.
How to fix it:
Nothing to do. An advertiser cannot remove the line or pay to remove it.

Ads in my channel carry the line although I am on Plus or higher

Where you see it:
Under an ad in your own channel, as "advertisement via onflowads.com".
Plans affected:
Plus and above, as channel owner.
Why it happens:
Your plan had ended when the ad was published, or you published the post by hand. Nothing is added to or removed from a post we did not send.
How to fix it:
Check the status line on the pricing page. If your plan was running and the bot published the post, tell support and give the campaign reference.

The post is refused as too long, or the counter stops short

Where you see it:
Any composer. The message begins "Telegram caps a caption at the limit characters when a photo or video is attached" and gives the length your post can run to.
Plans affected:
Every plan.
Why it happens:
A little room is kept for the "advertisement via onflowads.com" line. In Paid Promotions it is kept even when the channel's owner is on Plus or higher. The post was not saved.
How to fix it:
Shorten the text, or remove the photo or video. A text-only post can be longer.

An older, very long ad went out without the line

Where you see it:
A delivered ad in Telegram that has no "advertisement via onflowads.com" line, in a channel that normally carries it.
Plans affected:
Every plan.
Why it happens:
The post was written before room was kept for the line and had no space left for it. It was delivered without the line rather than failing.
How to fix it:
Nothing to do. The ad ran as booked, and newer posts keep room for the line.

Still stuck?

Open https://onflowads.com/support to reach the support chat, signed in or not. Help and support lists the other ways to reach us. Include:

what you were doing, and on which page or in the bot;
the exact message, word for word;
the plan and the billing period you chose;
the time it happened;
any reference shown on screen.

For questions rather than failures, see the Plans FAQ. Problems with a top-up are in Payment troubleshooting. Channel problems are in Troubleshooting Channels and dashboard, and problems reaching us are in Troubleshooting Help and support.

Seeing your plan and the pricing page​

Signed in, but there is no status line and the buttons open sign-up​

The checkout total is not what you expected​

A link to a plan did not open the checkout​

"Included with every plan"​

"Current plan" where you expected "Renew"​

"Available after your current plan expires — no mid-term downgrades."​

"Plans are bought on the main pricing page, which also compares every feature in full."​

"This button has retired. Manage everything on the Onflow Ads website."​

Paying for a plan​

"Top up to continue"​

"An amount of your balance is frozen while a top-up refund request is reviewed, and what is left does not cover this plan."​

"Your plan has changed"​

"Can’t downgrade mid-term"​

The "Pay" button does nothing on an upgrade​

"Ultimate is application only — 50 seats. Apply through the contact page and we'll be in touch."​

"Too many purchase attempts. Please try again later — the limit resets within the hour."​

"Sign in to continue."​

"This request came from another website, so it was blocked. Reload the page and try again."​

"Upgrades are temporarily unavailable. Please try again shortly."​

"Pricing has been updated — refresh the page."​

"Something went wrong processing your purchase. Please try again."​

"Connection error"​

Renewing, upgrading and a plan that ended​

The renewal did not extend as far as you expected​

You upgraded by mistake, or want the old days back​

The plan ended and the account reads Free​

The legacy $11 price is gone​

No "Premium activated" message arrived​

A limit is different from what your plan's page says​

Applying for Ultimate​

"Please fill in your name, email and message."​

"Too many attempts. Please wait a minute and try again."​

"Please complete the security check and try again."​

"This feature is temporarily unavailable. Please try again shortly."​

No acknowledgement email arrived​

"Apply" opened the ordinary contact form​

Ultimate was set on the account but nothing announced it​

Marketplace entry gates​

"Paid Promotions channels need at least the minimum subscribers. This channel has its count."​

"We couldn’t read this channel’s subscriber count — please try again in a moment."​

"Couldn’t verify that channel."​

"You’ve listed your count channels — the most this account can list is your plan's limit."​

"Paid Promotions needs a reliability score of at least the minimum/10 — yours is your score/10."​

"A booking request was declined for you"​

"Your account is under review while an open fraud concern is resolved."​

"Paid Promotions is paused on this account until date and time after a rule break."​

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

"Your wallet is an amount overdrawn."​

"Connect your Telegram account to use the exchange."​

"Couldn’t load — refresh to try again"​

You are on a paid plan and were still refused​

Limits and locked features​

A card slides in titled "Plan unlocks this" or "Plan allows a number"​

"This boost is over your order limit"​

"Your plan doesn’t include option targeting, so the ad was not submitted. Remove that filter and submit again."​

"Your plan covers your plan's number enrolled channels."​

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

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

"You already have a number spotlight(s) running and your plan allows your plan's number at a time."​

"You've used all your plan's number cross-promotion initiations included this month."​

"You've used all your plan's number withdrawal requests this month. Your balance stays spendable, and the limit resets next month."​

"You've used today's AI actions. They reset at 00:00 UTC."​

"Export CSV · locked"​

Post buttons and links​

"Inline buttons" with a "Locked" button​

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

"Button text must be 1–48 characters."​

"Each button needs a label and a link."​

There is no colour picker, or a colour disappeared after saving​

"Telegram cannot show buttons under an album. Keep the buttons with one photo, a video or a text-only post — or remove the extra photos."​

"That link doesn’t look valid. Use a full https:// URL."​

"Private Telegram links are not available on this account."​

"Private Telegram links can't be used in ads right now."​

"External links need the External Links add-on ($1)."​

"Not enough wallet balance. Top up your wallet and try again."​

"Already enabled for your tier."​

"This add-on is not on sale right now."​

"Could not enable external links. Try again."​

A link or button that used to work is now refused​