Troubleshooting Policies and trust

This page lists the problems you can meet with the legal pages, cookie choices, refunds, your reliability page, account restrictions, the security check, usage limits and the Telegram bot. Find the message you see, or the thing that is not working, and follow the fix under it.

Problems with an appeal, a dispute, the content check or a campaign report are on Troubleshooting appeals, disputes and reports.

Reading the Terms, Privacy and Refunds pages

These cards cover the three legal pages on onflowads.com: Terms and Conditions, Privacy Policy, and Refunds and Cancellations. None of these problems changes what you agreed to.

The Additional Terms section looks empty

• Where you see it:

  Section 26 of the Terms and Conditions, under the line that starts "Any Additional Terms in force are loaded into this section when the page opens." The Privacy Policy has the same kind of section (27, "Additional Privacy Terms") and so does the Refunds page (35, "Additional Refund Terms").

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  Either no additional terms are in force, or that part of the page did not load. The page looks the same in both cases.

• How to fix it:

  Reload the page and allow scripts for onflowads.com. If you need to be certain, email [email protected] and ask for every clause in force on that date. For the Privacy Policy, write to [email protected].

Pressing # beside a heading copies nothing

• Where you see it:

  Any of the three legal pages, when you press the # mark next to a section heading and it does not change to "copied".

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  Your browser did not let the page copy to the clipboard. The page still jumped to that clause, and the address bar now points at it.

• How to fix it:

  Copy the address from the address bar. It opens the page at that exact clause for anyone you send it to.

A number on the Refunds page differs from your wallet

• Where you see it:

  The Refunds and Cancellations page shows one figure, and your wallet, a checkout or the refund dialog shows another.

• Plans affected:

  Every plan.

• Why it happens:

  A figure was updated, or the live figures on the legal page did not load and it shows its written text instead. Section 1.2 of that page says the number shown to you in the product, at the moment you act, is the one that applies.

• How to fix it:

  Rely on the figure in your wallet or in the dialog before you confirm. Reload the Refunds page if you want the two to match.

The Privacy Policy page says 29 sections but ends at section 30

• Where you see it:

  The top of the Privacy Policy, where a small label reads "29 sections", while the contents list runs to section 30.

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  The label at the top was not updated when the last section was added. All 30 sections are on the page and all of them apply.

• How to fix it:

  Nothing to fix. Use the contents list to move around the page; it counts all 30 sections.

Cookie preferences

The cookie choice is kept in your browser, not on your account, and it is the same for visitors and for every plan. The full walkthrough is on Cookie preferences.

No cookie banner on your first visit

• Where you see it:

  Any page of onflowads.com, when you expected to be asked about cookies and were not.

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  This browser already holds an answer, or it sends a privacy signal that asks websites not to sell or share your data. The website treats that signal as Marketing off. The banner also stays away when no marketing tools are in use.

• How to fix it:

  Open Cookie preferences in the Legal column of the footer to see or change the current answer.

"No marketing tools are in use on this site right now."

• Where you see it:

  The Marketing row of the dialog titled "Manage cookie preferences".

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  The site is not using any advertising tool at the moment, so the switch has nothing to turn on or off today.

• How to fix it:

  Set the switch the way you want and press Save preferences. Your choice is kept and applies if a marketing tool is added later.

The Marketing switch did not keep its setting

• Where you see it:

  You moved the Marketing switch in the dialog, and the next time you opened it the switch was back where it started.

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  The dialog was closed with the X, the Escape key or a click outside it, which saves nothing. Reject all and Accept all also ignore the position of the switch.

• How to fix it:

  Open Cookie preferences again, set the switch, and press Save preferences.

The page reloaded right after you saved

• Where you see it:

  Any page, straight after you turn Marketing off and save.

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  Marketing tools had already started during this visit. Your choice was saved, then the page reloaded so that they are really gone.

• How to fix it:

  Nothing is wrong. Text typed into a form on that page and not yet sent is lost, so send or copy your work before you turn Marketing off.

The cookie banner came back

• Where you see it:

  A page of onflowads.com asks the cookie question again although you answered it before.

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  The answer lives in the browser. Clearing site data, using a private window, or opening the site in another browser or on another device starts with no answer.

• How to fix it:

  Answer again with Accept all, Reject all or Manage preferences. Nothing on your account was lost.

Nothing happens when you press Cookie preferences

• Where you see it:

  The footer link Cookie preferences does not open the dialog.

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  Scripts are blocked for onflowads.com, by a browser setting or an extension, so the dialog cannot be shown. With scripts blocked, no marketing tool loads either.

• How to fix it:

  Allow scripts for onflowads.com and press the link again. You can also control cookies in your browser's own settings.

The Help button disappeared

• Where you see it:

  Any page, while the cookie banner or the cookie dialog is on screen. It is also why the link onflowads.com/support can open the Contact page with no chat visible on a first visit.

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  Help and the support chat are hidden until the cookie question is answered or the dialog is closed. Nothing was removed.

• How to fix it:

  Press Accept all or Reject all, or close the dialog. Help returns at once. If you came by the support link, the chat then opens. See The support link.

The site still measures visits after Reject all

• Where you see it:

  You pressed Reject all and the site still records which pages and features are used.

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  Reject all stops marketing tools only. The measurement used to run and repair the service belongs to the Essential row, which is marked "Always on" and has no switch.

• How to fix it:

  Use your browser's tracking protection or a content blocker; the site works normally with them. Section 18 of the Privacy Policy explains how. If you believe a marketing tool is running after you refused, email [email protected].

Asking for a top-up refund

A top-up refund is requested on the website only, from Wallet → Refunds. The steps are on Requesting a top-up refund and the rules on Refund policy and top-up refunds.

"You have no top-ups eligible for a refund right now."

• Where you see it:

  Wallet → Refunds, when the list is empty. The sentence continues with the refund window and the rule that none of the top-up may have been spent.

• Plans affected:

  Every plan.

• Why it happens:

  You have no recent top-up and no earlier refund request, so there is nothing to list.

• How to fix it:

  Nothing to do. A top-up that is older than the refund window is final, and the money stays in your wallet to spend.

"Your refund requests could not be loaded. Refresh the page to try again."

• Where you see it:

  Wallet → Refunds, in place of the list.

• Plans affected:

  Every plan.

• Why it happens:

  The page could not read your requests. You may have been signed out, or the service had a short fault. Nothing was changed, and an amount frozen for an open request stays frozen even though it is not shown.

• How to fix it:

  Refresh the page. Sign in again if you are asked to.

"The refund window in hours-hour refund window for this top-up has passed."

• Where you see it:

  Wallet → Refunds, on the top-up's row instead of the Request refund button, or as the answer when you submit a request.

• Plans affected:

  Every plan.

• Why it happens:

  The refund window is counted from the moment the top-up was credited to your wallet, and it has ended. Nothing was frozen or taken.

• How to fix it:

  The money stays in your wallet to spend. If a fault on our side stopped you from asking in time, email [email protected] with the Deposit ID and the time you tried.

"Part of this top-up has already been spent, so it can't be refunded."

• Where you see it:

  Wallet → Refunds, on the row or after you submit. Two other wordings mean the same: "You've used funds since this top-up, so it can't be refunded." and "Your balance no longer covers this top-up, so it can't be refunded."

• Plans affected:

  Every plan.

• Why it happens:

  A top-up is refunded whole or not at all. Something left your wallet after it was credited. An automatic renewal or a recurring booking counts, even if it used money that was already there.

• How to fix it:

  This top-up cannot be refunded any more, and the balance stays spendable. Before your next top-up, switch automatic charges off if you want to keep the option open.

"A refund is already being reviewed for this top-up."

• Where you see it:

  Wallet → Refunds. You may also see "A refund request for this top-up is already being reviewed." after pressing the button twice, or "This top-up has already been refunded."

• Plans affected:

  Every plan.

• Why it happens:

  Each top-up can have one open request, and a refunded top-up cannot be refunded again. Your first request stands and nothing new was frozen.

• How to fix it:

  Follow the request under Your refund requests on the same tab. Its label reads "Under review", "Approved", "Refunded" or "Declined".

"This top-up isn't in a refundable state."

• Where you see it:

  Wallet → Refunds. The row may read "Not refundable", or the answer may be "We couldn't find that top-up on your account."

• Plans affected:

  Every plan.

• Why it happens:

  The payment never finished reaching your wallet, it was already reversed, or the page you pressed from was out of date.

• How to fix it:

  Refresh the Refunds tab and ask from the top-up's own row. If you paid and the money never reached your wallet, follow Payment troubleshooting and send support the date, amount, payment method and any payment reference.

"Enter a valid USDT BEP-20 address (0x… , 42 characters)."

• Where you see it:

  The Request a refund dialog for a crypto top-up. The same problem can read "Enter the fresh USDT BEP-20 (BSC) address to receive your crypto refund." or "That doesn't look like a valid USDT BEP-20 address (it should start with 0x and be 42 characters)."

• Plans affected:

  Every plan.

• Why it happens:

  A crypto refund is sent to an address you give, and the box was empty or the address was not in the right form. Nothing was submitted or frozen.

• How to fix it:

  Paste a USDT BEP-20 address that you control and compare it character by character. It cannot be changed after you submit.

"After the platform and gateway fees there would be nothing left to pay you for this top-up, so a refund can't be requested."

• Where you see it:

  The Request a refund dialog. The message ends "Your balance stays fully spendable."

• Plans affected:

  Every plan.

• Why it happens:

  The top-up is small, and the fees taken from a refund would equal or exceed it. This mostly happens with small crypto top-ups. Nothing was frozen or taken.

• How to fix it:

  Spend the balance on the platform instead. The fees that apply are listed in the dialog before you submit any request.

"Could not submit your refund request."

• Where you see it:

  The Request a refund dialog. You may see "Network error — please try again." or "Please sign in to continue." instead.

• Plans affected:

  Every plan.

• Why it happens:

  Your connection dropped, you were signed out, or the service had a fault while the request was being sent. The request may or may not have been created.

• How to fix it:
  1. Refresh the Refunds tab and sign in again if asked.
  2. Look under Your refund requests.
  3. If no request is listed, submit it again. If one is listed, it went through.

Part of your balance cannot be spent while a refund is reviewed

• Where you see it:

  A banner on the Refunds tab that says an amount "is frozen while your refund request is reviewed". When you buy a plan, the refusal says part "of your balance is frozen while a top-up refund request is reviewed, and what is left does not cover this plan." Other purchases show their usual not-enough-balance message.

• Plans affected:

  Every plan.

• Why it happens:

  An open refund request freezes the top-up amount and any bonus it earned. The money is still yours and still in your wallet. The rest of your balance is unaffected.

• How to fix it:

  Wait for the decision, or top up to cover the purchase. You can also email [email protected] and ask to release the freeze. The request then stays open, and it fails if you spend that money.

"Top-up refund declined"

• Where you see it:

  A notice on the website, and by email and in Telegram if those notices are switched on: "Your refund request for the amount was reviewed and declined." On the Refunds tab the request is labelled "Declined", with the reviewer's reason under it.

• Plans affected:

  Every plan.

• Why it happens:

  A reviewer found that the request did not meet the refund rules. Nothing left your wallet, and the frozen amount was released in the same step.

• How to fix it:

  Read the reason on the request. What you do next depends on it:

  • If you are still inside the refund window and have spent nothing, ask again from the Refunds tab.
  • If the window has closed and the only reason is a detail you can correct, such as the crypto address, email [email protected] within 48 hours of the decline. Give the Refund request ID and the corrected detail. This works only if none of the top-up has been spent.
  • Otherwise, email support with the Refund request ID and say why you think the decision is wrong.

Less arrived than you added

• Where you see it:

  The notice "Top-up refund approved", and the amount that reaches your bank, card or crypto address.

• Plans affected:

  Every plan. The fee you paid when adding funds depends on your plan, and it is not returned.

• Why it happens:

  An approved refund pays the top-up amount minus the platform fee and the payment processing charges. Bonuses that the top-up earned are removed. Your own bank or wallet may charge for receiving it, and a refund in rupees is converted at the rate on the day it is paid.

• How to fix it:

  Compare what arrived with the breakdown in the approval notice and in the dialog you confirmed. If the two differ, send support the Refund request ID and the amount that arrived.

"Your refund transfer did not go through"

• Where you see it:

  A notice on the website, and by email and in Telegram if those notices are switched on, after your refund was approved and sent.

• Plans affected:

  Every plan.

• Why it happens:

  The transfer was returned before it reached you, so the transfer reference you were given no longer traces a payment. Your refund still stands.

• How to fix it:

  Wait for the notice "Your refund has been sent", which carries the new reference. You do not need to ask again.

"Top-up refund request closed"

• Where you see it:

  A notice on the website, and by email and in Telegram if those notices are switched on, while a refund request was open.

• Plans affected:

  Every plan.

• Why it happens:

  Your bank already returned that payment to you through a dispute you raised with it. The request was closed and the amount the top-up credited was removed from your wallet. Nothing more is sent, because the money is already back with you.

• How to fix it:

  Nothing to do. For one payment, use either a refund request or a bank dispute, never both.

You asked for the refund by email, chat or Telegram

• Where you see it:

  You wrote to support, used the contact form or messaged on Telegram, and no request appears on the Refunds tab.

• Plans affected:

  Every plan.

• Why it happens:

  A message is not a refund request. It creates nothing, freezes nothing, and the refund window keeps running. The bot never takes a payment and never decides a refund.

• How to fix it:

  Open Wallet → Refunds and press Request refund on the top-up's row while the window is still open.

Service refunds and cancelling a booking

Refunds for a service you bought with your wallet are automatic and return to your wallet. Where a refund lands explains which part of the balance receives it.

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

• Where you see it:

  Paid Promotions orders and bookings, after pressing cancel. An advertiser may instead see "This booking can’t be cancelled — it may already be resolved." A channel owner may see "That booking can’t be cancelled — it may have changed." or "The booked window has closed, so this booking is being settled automatically — the advertiser is refunded either way. It can no longer be cancelled."

• Plans affected:

  Every plan.

• Why it happens:

  The ad was published, the booking moved on while your page was open, or its booked time ended. Nothing was cancelled or refunded by this press.

• How to fix it:

  Refresh the page to see the booking as it is now. A booking whose time ended without a post is refunded to the advertiser automatically. If you are the advertiser and a live ad went wrong, press Open a dispute on the order: see Raising a dispute as an advertiser.

A refund came back but cannot be withdrawn

• Where you see it:

  Your wallet, after a Paid Promotions refund or a refund for a purchase paid with top-up money or credit.

• Plans affected:

  Every plan.

• Why it happens:

  A refund returns in the form you paid. Money refunded on the marketplace comes back as platform credit, so the full amount is in your wallet to spend but not to withdraw.

• How to fix it:

  Spend it on any Onflow Ads service. To keep earnings withdrawable, withdraw them before you spend from the wallet.

An automatic refund never arrived

• Where you see it:

  The Activity list in your wallet, when an order failed and no credit is listed for it.

• Plans affected:

  Every plan.

• Why it happens:

  The credit for a failed order was not applied. The amount is still owed to you.

• How to fix it:

  Email [email protected] with the order ID, the date and the amount. The Refunds and Cancellations page asks you to tell us within 90 days of the charge.

Your reliability page and ledger

Your reliability page shows your score, the minimum each marketplace needs and every change to the score. Open it from the reliability pill in the top bar, or from Reliability in the account menu. The rules are on How the reliability score works.

"Couldn’t load — refresh to try again"

• Where you see it:

  The badge under the score on your reliability page. The gauge shows a dash and the three marketplace chips show a neutral dot.

• Plans affected:

  Every plan.

• Why it happens:

  The page could not read your score this time. Nothing changed on your account.

• How to fix it:

  Refresh the page. If it keeps happening, check your connection and sign in again.

"Couldn’t load your score history just now — refresh to try again."

• Where you see it:

  The Your ledger section of your reliability page.

• Plans affected:

  Every plan.

• Why it happens:

  The list of score changes could not be read. Reloading the page many times in a row can cause it too. Your score and your record are unchanged.

• How to fix it:

  Wait a minute, then refresh once.

"No activity yet — your score sits at the neutral 8.0 until you complete deals."

• Where you see it:

  The Your ledger section of your reliability page, when it has no entries.

• Plans affected:

  Every plan.

• Why it happens:

  Nothing has changed your score yet. Every account starts at 8.0, and a new account is not penalised for having no history.

• How to fix it:

  Nothing to fix. Entries appear as you complete deals.

A marketplace chip shows a cross

• Where you see it:

  The chips under your score, which read "Paid Promotions · needs the minimum+", "Cross-Promotion · needs the minimum+" and "Subscriber Exchange · needs the minimum+".

• Plans affected:

  Every plan.

• Why it happens:

  Your score is below the minimum that marketplace needs to start something new. Anything already running there continues to the end.

• How to fix it:

  Complete clean deals in a marketplace that is still open to you, or wait: a clean streak recovers a drop on its own. If the penalty that took you under the minimum is wrong, appeal it from its ledger entry.

The badge reads Under Review

• Where you see it:

  The badge on your reliability page and the reliability pill in the top bar.

• Plans affected:

  Every plan.

• Why it happens:

  A fraud concern about you is open, or your wallet is on hold. No points were taken. Until it clears you cannot start a new deal, withdraw, claim a payout or use the AI tools, and automatic recovery is paused.

• How to fix it:

  Finish what is already running and answer any request for a statement. The state ends by itself when the concern is decided or the hold ends. See Account standing and restrictions.

An older ledger entry is not listed

• Where you see it:

  The Your ledger section, when you look for a change that happened some time ago.

• Plans affected:

  Every plan.

• Why it happens:

  The ledger shows your 50 most recent changes. An older entry still exists but is not displayed, so it has no Appeal button on the page.

• How to fix it:

  Email [email protected] with the date and the amount of the entry, and say what you want reviewed.

A ledger entry reads "Adjustment"

• Where you see it:

  The label of a row in Your ledger. Some rows show a full sentence instead of a short label.

• Plans affected:

  Every plan.

• Why it happens:

  The entry is of a kind the page has no short label for. It is an ordinary entry, and the row still shows the amount, the date and your score after it.

• How to fix it:

  Read it like any other row. If it is a penalty you disagree with, press Appeal on the row: see Appealing a penalty or a decision.

Something will not start, pay out or generate

These messages mean a restriction on your account is stopping an action. Account standing and restrictions describes each state and how it ends.

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

• Where you see it:

  The website, when you try to start something new on any marketplace. The message continues: "You can finish anything already in progress, but can't start a new deal until it's cleared — see your reliability page."

• Plans affected:

  Every plan.

• Why it happens:

  Your account is Under Review. Nothing was charged or held by this attempt.

• How to fix it:

  Finish your current work and wait for the decision. You do not need to request anything; new deals open again when the review ends.

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

• Where you see it:

  The website, when you start something new in Paid Promotions. Cross-Promotion uses the same sentence with its own name. The exchange says "The Subscriber Exchange needs a reliability score of at least the minimum/10 — yours is your score/10. Honour your placements to earn it back."

• Plans affected:

  Every plan.

• Why it happens:

  Your score is under the minimum for that marketplace. Nothing was charged, and deals already running continue.

• How to fix it:

  Complete clean deals where you still can, wait for a clean streak to recover the score, or appeal the penalty behind the drop. The marketplace opens again as soon as your score reaches the minimum on its chip.

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

• Where you see it:

  The website, when you start something new. The sentence may begin "Cross-promotion is paused on this account until", "Booking is paused on this account until" or "The exchange is paused on this account until". It ends "You can see why, and appeal, on your reliability page."

• Plans affected:

  Every plan.

• Why it happens:

  A decision about one of your campaigns paused you in that one product for a set time. The other products are not affected and nothing was charged.

• How to fix it:

  Open your reliability page, find the decision under Decisions about your campaigns, and press Appeal before the deadline printed on it. Otherwise wait for the date in the message.

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

• Where you see it:

  The website, when you try to start something from a page that was already open.

• Plans affected:

  Every plan.

• Why it happens:

  The account was suspended while that page was open. Nothing was started.

• How to fix it:

  Sign in again. The sign-in page shows the suspension message, and the cards under "Signing in, support access and blocked connections" explain each one.

"Your wallet is amount overdrawn."

• Where you see it:

  Every place where you start something new, and a banner in your wallet that reads "Clear it by date". A later wording says the time to clear it has passed.

• Plans affected:

  Every plan.

• Why it happens:

  Your balance is below zero. This follows a charge for cross-promotion cover you declared, or for a paid pin that was removed early. Until it is cleared, nothing new can start and every credit goes to the balance first.

• How to fix it:

  Add funds for at least the amount shown; adding funds stays open. If the penalty behind the charge is overturned on appeal, the amount is credited back. See Owing money.

"This device has an unpaid balance of amount on another Onflow Ads account."

• Where you see it:

  The website, when you try to start something new.

• Plans affected:

  Every plan.

• Why it happens:

  Another Onflow Ads account owes money. This account was not charged. Opening a new account does not clear what the other one owes.

• How to fix it:

  Sign in to the account that owes the balance and add funds; everything here opens again. If the other account is not yours, or you think this is wrong, contact support with the email addresses of both accounts. It can be reversed.

"Your wallet is temporarily on hold while a concern is reviewed. Withdrawals resume once it's cleared."

• Where you see it:

  Wallet, when you request a withdrawal. A channel owner claiming a payout sees the same sentence ending "Payouts resume once it’s cleared."

• Plans affected:

  Every plan.

• Why it happens:

  Your account is Under Review. Nothing was taken: payouts are held, not lost.

• How to fix it:

  Wait for the decision. You can still spend your balance on the platform. If the team placed the hold, the notice "Your wallet is on hold while we review" gives the reason and the time it ends.

"AI is paused on your account while a review is open."

• Where you see it:

  Any AI tool on the website. The longer wording adds "It returns as soon as the review is resolved."

• Plans affected:

  Every plan.

• Why it happens:

  Your account is Under Review, and the AI tools are off for every plan during a review.

• How to fix it:

  Write the text yourself for now. The AI tools return by themselves when the review ends.

"A fraud concern on this booking is under review — the payout is on hold until our team resolves it."

• Where you see it:

  A booking, when a channel owner claims its payout. Related wordings: "Our team has put this payout on hold while a report is reviewed. It releases as soon as the review closes.", "We've flagged a problem with this placement — the payout is paused until it's resolved." and "The payout for this placement is on hold while we review it." The notices are titled "A placement was flagged automatically" for the owner and "A problem with one of your placements" for the advertiser.

• Plans affected:

  Every plan.

• Why it happens:

  The money on that one booking is paused. This is not a state of your account, and everything else works normally.

• How to fix it:

  Read the notice for that booking. If you think it is wrong, contact support with the order ID. See Troubleshooting appeals, disputes and reports.

Signing in, support access and blocked connections

These cards cover the restrictions that stop you from signing in, reaching support or opening the site at all. People apply them, and people can review them.

"Support access restricted"

• Where you see it:

  The Help panel, the support chat, the support page, Report a problem on a Boost order and the campaign report form. The text reads "Support access for this account has been restricted. If you believe this is a mistake, email [email protected]."

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  The team closed the support tools for this account or email address. Signing out does not change it. Booking, selling, adding funds and withdrawing still work.

• How to fix it:

  Email [email protected] from the address on your account. Say what happened and why you believe the restriction is a mistake.

"Your account is suspended until date."

• Where you see it:

  The sign-in page. After signing in with Google, Apple or Telegram the wording is "Your account is suspended. Please try again later."

• Plans affected:

  Every plan.

• Why it happens:

  The team suspended the account for a set time. You were signed out on every device. Your balance is not forfeited, but orders in progress may be cancelled and refunded to the other side.

• How to fix it:

  Sign in after the date shown, which is in UTC. If you believe the suspension is a mistake, email [email protected] with the email address of the account.

"Your account has been suspended."

• Where you see it:

  The sign-in page, with no date, whichever way you sign in.

• Plans affected:

  Every plan.

• Why it happens:

  The team suspended the account with no end date. You were signed out on every device, and no sign-in method works while it lasts.

• How to fix it:

  Email [email protected] from the address on the account and ask for a review. The decision was made by a person and can be reviewed by a person.

You were signed out everywhere without warning

• Where you see it:

  The next page you open sends you to sign in, on every device. After two accounts were combined you may read "This account no longer exists. Please sign in again."

• Plans affected:

  Every plan.

• Why it happens:

  A password reset, a suspension, a completed account deletion or the combining of two accounts signs you out everywhere. Your data is untouched unless the account was deleted.

• How to fix it:

  Sign in again. The answer on the sign-in page tells you which case it is. If you did not reset your password yourself, see Troubleshooting signing in and passwords.

"Access denied."

• Where you see it:

  A blank page with only those two words, in place of every page of the site.

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  The request was refused before it reached any account. It is not about your account. Your balance, your reliability record and your standing are unchanged.

• How to fix it:

  Email [email protected] and give the rough date and time you saw the page. A person can lift it.

The security check

Some forms run a short check, shown as Onflow Security, to confirm that a real person is sending them. It is not a penalty and not a consent question. Security checks and usage limits lists where you meet it.

"Please complete the security check and try again."

• Where you see it:

  Under a form such as sign-up, sign-in, password reset, the contact form or a withdrawal. The other wording is "The security check didn't pass. Please try again."

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  The form was sent before the check finished, or the check could not run. The action was not carried out and nothing was charged.

• How to fix it:

  Wait until the row reads "Browser verified", then submit again. If the row shows a problem, press Try again on it first.

"The security check did not load"

• Where you see it:

  The security check row on a form. Two related rows are "The security check could not start" and "This browser cannot run the security check".

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  Your connection or a content blocker stopped the check, your device clock is wrong, or the browser is too old to run it.

• How to fix it:

  Follow the line that matches your row, then press Try again:

  • "did not load": check your connection and pause your content blocker for this page.
  • "could not start": set your device's date and time to automatic.
  • "This browser cannot run": update your browser, or open the page in another one.

"The security check did not pass"

• Where you see it:

  The security check row on a form, with the line "Try again. If it keeps happening, switch networks or turn off your VPN."

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  The check could not confirm this attempt. It says nothing about your account, and nothing is recorded against you.

• How to fix it:

  Press Try again. If it fails again, switch to another network, for example from Wi-Fi to mobile data, or turn off your VPN, then reload the page.

"The security check is unavailable"

• Where you see it:

  The security check row on a form, with the line "This is a problem on our side and we have been told. Please try again shortly."

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  The fault is on our side, not in your browser or your account. Your form was not sent.

• How to fix it:

  Wait a short while and press Try again. If you cannot wait, write to [email protected] and say which form you were using.

A small dialog titled Onflow Security check appears on a withdrawal

• Where you see it:

  Wallet, straight after you submit a withdrawal request. The dialog says that Onflow Security confirms the request comes from a real person, and it has a Cancel button.

• Plans affected:

  Every plan.

• Why it happens:

  A withdrawal has no security row of its own, so the check opens in a dialog. This is expected.

• How to fix it:

  Wait; it usually takes a second, and your request is then sent for you. Press Cancel only if you do not want to send the withdrawal request.

Limits and blocked requests

These messages mean one request was not carried out. None of them charges you, lowers your reliability score or changes your standing.

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

• Where you see it:

  Any form or button on the website. Other wordings of the same message ask for a longer wait.

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  The same action was repeated too quickly. That one request was not carried out.

• How to fix it:

  Wait as the message says, then try once. If the message returns, wait longer before the next try; repeating quickly does not help. If it happened on a refund request and the refund window is about to close, email [email protected] inside the window so that your attempt is on record.

"Too many attempts. Please try again in a few hours."

• Where you see it:

  Sign-in, password reset and verification code screens. The family also includes "Too many attempts. Try again in a few hours.", "Too many attempts. For your security this is locked for a few hours." and a message that begins "Too many incorrect codes." and says how long the lock lasts.

• Plans affected:

  Every plan.

• Why it happens:

  There were several failed sign-in or code attempts, so that step is locked for a while to protect the account.

• How to fix it:

  Wait for the time the message names before you try again; more attempts do not shorten it. Account limits and lockouts covers each case.

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

• Where you see it:

  After pressing a button or sending a form.

• Plans affected:

  Every plan.

• Why it happens:

  The form was not sent from a page of onflowads.com itself. An embedded view, a saved copy of a page or a browser extension that rewrites pages can cause this. Nothing was changed.

• How to fix it:

  Open onflowads.com directly in your browser, reload the page and try again. If it repeats, turn off extensions that alter pages.

"403 — automated access to this site is disabled."

• Where you see it:

  A plain page in place of the site. A shorter form reads "Automated access is disabled."

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  The site took your browser or app for an automated program instead of a person's browser.

• How to fix it:

  Open the page in a normal, up-to-date browser. If you still see it, tell support which page and which browser you used.

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

• Where you see it:

  After any action on the website. The sentence may also name the part of the service that cannot be reached.

• Plans affected:

  Every plan.

• Why it happens:

  Part of the service is briefly out of reach. Nothing was changed and nothing was charged.

• How to fix it:

  Try again in a few minutes. Before you repeat a payment or an order, check the Activity list in your wallet so that you do not do it twice.

"The site is busy right now and this did not go through. Please try again in a moment."

• Where you see it:

  After any action on the website.

• Plans affected:

  Every plan.

• Why it happens:

  The site was handling more requests than usual and could not complete yours. Nothing was changed.

• How to fix it:

  Wait a moment and try once. Pressing the button many times does not help.

"Something went wrong on our side and this did not go through. Nothing was changed."

• Where you see it:

  After any action on the website. The message ends "Quote the reference if you tell us about it."

• Plans affected:

  Every plan.

• Why it happens:

  An unexpected fault on our side stopped the action. As the message says, nothing was changed.

• How to fix it:

  Try once more. If it repeats, send support the reference exactly as shown and say what you were doing. The reference lets the team find that exact attempt.

"A number, date or piece of text in this request is not one we can use"

• Where you see it:

  After pressing a button, usually on a page that was open for a long time, after a double press, or from an old link. The message continues "(too large, or not a real date), so it did not go through." Sibling wordings are "A value in this request is not the kind we expected (for example a number where text belongs), so it was refused." and "That address has a character in it we can't read." Other short refusals of this kind ask which item you meant, or what kind of reply you are sending.

• Plans affected:

  Every plan.

• Why it happens:

  The page sent something the site could not read, most often because the page was out of date. Nothing was changed.

• How to fix it:

  Reload the page and start the action again from the page itself. Type numbers and dates in the form the page shows, and press the button once.

"Please wait a minute" on an ad link

• Where you see it:

  A plain page with this title that opens after you tap a link in an ad. It asks you to wait and then tap your link again.

• Plans affected:

  Every plan, and visitors who are not signed in.

• Why it happens:

  The link is paused for a moment. Nothing is wrong with your account or with the ad.

• How to fix it:

  Wait as the page says and tap the link again, or press Go to Onflow Ads. A page titled "Opening your link" is normal. It moves on by itself; press Continue if it does not.

In the Telegram bot

The website and the bot share one account and one reliability score. The bot sends notices and opens the right website page; appeals, refunds and reports are made on the website.

"Slow down a little and try again in a moment."

• Where you see it:

  A pop-up in @OnflowAdsBot after tapping buttons. A typed message sent too quickly gets no reply at all. A page opened from the bot can show "Too many requests. Please slow down and try again shortly."

• Plans affected:

  Every plan.

• Why it happens:

  Buttons were tapped, or messages sent, faster than the bot accepts. That tap or message did nothing.

• How to fix it:

  Wait a moment, then tap or send once.

"Already on it."

• Where you see it:

  A pop-up in the bot when you tap a button a second time.

• Plans affected:

  Every plan.

• Why it happens:

  The bot is still working on your first tap. The second tap was ignored, so nothing runs twice.

• How to fix it:

  Wait for the result of the first tap. If nothing arrives after a while, send /start and begin again.

"Account restricted"

• Where you see it:

  A card in the bot when you send a message, with either "Your account has been suspended." or "Your account is suspended until date." A button tap shows the same sentence as a pop-up.

• Plans affected:

  Every plan.

• Why it happens:

  Your Onflow Ads account is suspended, and the bot does nothing for a suspended account.

• How to fix it:

  Email [email protected] from the address on your account if you believe it is a mistake. The Contact support button on the card opens the support page on the website. A dated suspension ends by itself on that date; then sign in on the website again.

The card Rule break recorded shows Reliability "Logged for review"

• Where you see it:

  The bot card titled "Rule break recorded" after a cross-promotion, on the line Reliability.

• Plans affected:

  Every plan.

• Why it happens:

  The event was noted, but no change has been applied to your score yet. The other two readings are an amount followed by "recorded", and "Recorded, no change".

• How to fix it:

  Nothing to do now. Check your reliability page later; any change appears in Your ledger, where you can appeal it.

See why and appeal opens a page with no Appeal button

• Where you see it:

  Your reliability page, opened from the bot's See why and appeal button, when no matching entry with an Appeal button is in Your ledger.

• Plans affected:

  Every plan.

• Why it happens:

  The bot's message and the entry on your reliability page do not always appear together. A warning changes no score, so it has no ledger entry at all.

• How to fix it:

  Look under Decisions about your campaigns on the same page, where a warning or a decision is listed with its own Appeal button. If nothing is there, refresh the page later. More help is on Troubleshooting appeals, disputes and reports.

Still stuck?

Open https://onflowads.com/support for the fastest answer: it opens the support chat, signed in or not. You can also email [email protected], and [email protected] for privacy matters. Include:

• what you were doing, and on which page or in the bot;
• the exact message, copied or as a screenshot;
• the ID shown on your screen: the Refund request ID, the Deposit ID, the order ID, or the reference quoted in the message;
• the date and time, with your time zone.

Never send your password, a verification code or a card number; support does not ask for them. All the ways to reach the team are on Help and support.