Troubleshooting appeals, disputes and reports

This page covers what can go wrong when you appeal a penalty or a decision, meet the content check, raise a fraud concern or report a campaign. Find the message you see, or the thing that is not working.

Appeals, concerns and reports are made on the website only. The bot sends you the notice and a button that opens the right page. Refunds, cookies, account restrictions, the security check and usage limits are on Troubleshooting Policies and trust.

Appealing a penalty on your ledger

These messages appear on your reliability page, under Your ledger, when you press Appeal on a penalty. The full procedure is on Appealing a penalty or a decision.

A penalty on your ledger has no Appeal button

• Where you see it: Reliability page → Your ledger. The row shows no button, or one of the tags Reversed, Appeal under review or Appeal declined.
• Plans affected: Every plan.
• Why it happens: The entry is not a penalty, is already reversed, has already been appealed once, or its time to appeal has passed. A penalty that came from a decision about a campaign follows the deadline printed on that decision.
• How to fix it: Nothing on the page. If you still believe the entry is wrong, write to support with the date and the amount of the entry. Our team can still review it on their own.

"Please add a short reason so our team can review it."

• Where you see it: Reliability page, in the appeal dialog, under the text box. The same refusal can read "Tell us briefly why you think this penalty is wrong."
• Plans affected: Every plan.
• Why it happens: You pressed Submit appeal with an empty box. Nothing was sent.
• How to fix it: Write a sentence or two saying why the penalty is wrong, up to 500 characters, then press Submit appeal again.

"That isn't a penalty you can appeal."

• Where you see it: Reliability page, in the appeal dialog. Related wordings are "That event isn't on your record." and "That penalty was already reversed — nothing to appeal." A page left open for a long time can also ask "Which penalty are you appealing?"
• Plans affected: Every plan.
• Why it happens: The entry is a credit or a restored amount, was reversed while the page was open, or belongs to another account.
• How to fix it: Refresh the page and check that you are signed in to the account that carries the entry. A reversed entry needs no appeal: the points are already back. This attempt did not use up your daily appeals.

"You've already appealed this — our team will review it."

• Where you see it: Reliability page, in the appeal dialog. The row already shows Appeal under review.
• Plans affected: Every plan.
• Why it happens: An appeal on this entry is waiting for a reviewer. Each penalty can be appealed once, so no second appeal was filed.
• How to fix it: Wait for the outcome. You are told by a notice on the website, and by Telegram and email if you have those notifications switched on.

"Your appeal on this penalty was already reviewed, and it stands. Each penalty can be appealed once."

• Where you see it: Reliability page, in the appeal dialog. The row shows Appeal declined.
• Plans affected: Every plan.
• Why it happens: A reviewer already looked at your appeal on this entry and kept the penalty.
• How to fix it: It cannot be appealed again. If you have information the reviewer did not have, write to support with the date and the amount of the entry.

"A penalty can be appealed within the appeal window days of being recorded, and that time has passed for this one."

• Where you see it: Reliability page, in the appeal dialog. The message names the number of days that applies.
• Plans affected: Every plan.
• Why it happens: The entry is older than the time allowed for an appeal. Normally such a row shows no Appeal button at all.
• How to fix it: The penalty stands, and your score still recovers through clean deals and time. If you have new evidence, write to support with the date and amount of the entry and say what stopped an earlier appeal.

"You can appeal the daily number penalties a day. Please try this one again tomorrow."

• Where you see it: Reliability page, in the appeal dialog. The message names the number that applies.
• Plans affected: Every plan.
• Why it happens: You have already filed the day's allowance of appeals. This one was not filed. Appeals that were refused with a message do not count.
• How to fix it: File it the next day. Check the entry's own deadline first, so that waiting does not make you miss it.

"Could not submit the appeal."

• Where you see it: Reliability page, in the appeal dialog. Related wordings are "Network error — please try again.", "Appeals aren't available yet — please try again later." and "Please sign in to continue."
• Plans affected: Every plan.
• Why it happens: The connection dropped, you were signed out while the page was open, or there was a temporary fault on our side.
• How to fix it: Refresh the page and look at the row before you try again. If it shows Appeal under review, the appeal was filed. If not, sign in if you are asked to, then press Appeal and submit again.

"Too many attempts. Please try again in an hour."

• Where you see it: Reliability page, in the appeal dialog, or under a decision in Decisions about your campaigns.
• Plans affected: Every plan.
• Why it happens: Too many appeals or replies were sent from your account in a short time. This attempt was not filed, and nothing is held against you for it.
• How to fix it: Wait, then submit once. The wait can be longer than the message says, so do not keep pressing the button. If a deadline is close, contact support before it passes.

"Your appeal was reviewed"

• Where you see it: A notice on the website, and in Telegram and by email if those notices are switched on. The ledger row shows Appeal declined. A declined content appeal uses the same title.
• Plans affected: Every plan.
• Why it happens: A person reviewed your appeal and decided the penalty, or the content refusal, stands. Nothing further was taken from you.
• How to fix it: The decision is final on the page. Your score recovers through clean deals and time, as How the reliability score works explains. For a refused post, edit what the reviewer's note names and submit it again.

Decisions about your campaigns

When a rule break is recorded on one of your campaigns, a notice opens the section Decisions about your campaigns on your reliability page. There you can press Appeal, or Give a statement when our team has asked for one.

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

• Where you see it: Reliability page → Decisions about your campaigns, under the appeal or statement box.
• Plans affected: Every plan.
• Why it happens: The box was empty or held only a few characters. Nothing was sent.
• How to fix it: Write at least one full sentence, up to 2,000 characters, then press Send appeal or Send statement again.

"The time to appeal this decision has passed, so it stands. Our team can still review it on their own."

• Where you see it: Under a decision, or in the ledger's appeal dialog for the penalty that came from it. The decision's own row reads "The time to appeal has passed. The decision stands."
• Plans affected: Every plan.
• Why it happens: The date and time printed on the decision have passed. The Appeal button is no longer shown, on the decision or on its ledger entry.
• How to fix it: If you have evidence, write to support and quote the decision reference shown on the row. Always act before the date printed on a decision: some deadlines are short.

"You have already appealed this decision. Our team will review it."

• Where you see it: Reliability page → Decisions about your campaigns. The row reads "Your appeal is with our team."
• Plans affected: Every plan.
• Why it happens: Your appeal on this decision is already waiting for a reviewer. A second one was not filed.
• How to fix it: Wait for the outcome notice. If the decision is reversed, the notice lists everything that was put back.

"This decision no longer stands, so there is nothing to appeal."

• Where you see it: Reliability page → Decisions about your campaigns, after pressing Send appeal.
• Plans affected: Every plan.
• Why it happens: The decision was reversed or closed while the page was open. Its tag now reads Reversed or Closed with no action.
• How to fix it: Nothing to do. Refresh the page to see the current tag and what was put back.

"Only the member the decision is about can appeal it."

• Where you see it: Reliability page → Decisions about your campaigns, after pressing Send appeal.
• Plans affected: Every plan.
• Why it happens: The decision was recorded against another member, not against you. You see it only because our team asked you for a statement.
• How to fix it: You cannot appeal it. If our team asks for your side, the row shows Give a statement. Use that button to answer.

"Nobody has asked you for a statement on this case."

• Where you see it: Reliability page → Decisions about your campaigns, after pressing Send statement.
• Plans affected: Every plan.
• Why it happens: There is no open request for a statement from you on this case, or you have already answered it.
• How to fix it: Nothing to do. Refresh the page: a request that is still open shows the button Give a statement on its row.

"That decision isn't on your record."

• Where you see it: Reliability page → Decisions about your campaigns, after pressing Send appeal or Send statement.
• Plans affected: Every plan.
• Why it happens: The decision you replied to could not be found, usually because the page was out of date. Nothing was sent.
• How to fix it: Refresh the page and reply from the decision's row again. If the message returns, write to support and quote the decision reference shown on the row.

"That did not go through. Please try again."

• Where you see it: Reliability page → Decisions about your campaigns, under the box. A lost connection reads "Network error. Please try again."
• Plans affected: Every plan.
• Why it happens: The connection dropped or there was a temporary fault on our side. Your text is still in the box.
• How to fix it: Check your connection and press Send appeal or Send statement again. If the page then says you have already appealed, the first attempt arrived. If it keeps failing, copy your text, refresh the page and paste it back.

The section Decisions about your campaigns is missing

• Where you see it: Reliability page. The heading does not appear between Your ledger and Your content appeals.
• Plans affected: Every plan.
• Why it happens: The section is shown only when your account has a decision or a request for a statement. It also stays hidden if it could not load.
• How to fix it: Refresh the page. If a notice named a decision and the section still does not show, write to support and quote the reference from the notice.

A notice's link opens the reliability page but no form

• Where you see it: After pressing Open the decision or Appeal this decision in a notice.
• Plans affected: Every plan.
• Why it happens: The form opens only while the decision can still be appealed, or while a statement is still wanted from you.
• How to fix it: Read the line under the decision. "You can appeal until date." means you can press Appeal. "Your appeal is with our team." means it is already filed. "The time to appeal has passed. The decision stands." means you can only write to support, quoting the decision reference.

A decision's title or its "What it changed" line is unclear

• Where you see it: Reliability page → Decisions about your campaigns. The bold first line says what was decided, for example "Removed or restricted our bot while a post was running" or "Blocked a hosted placement from being posted". A case where nobody could be held responsible reads "Something went wrong that we could not tie to anyone".
• Plans affected: Every plan.
• Why it happens: Each decision is about one campaign. The line under the title names the product, the campaign and the decision reference. "What it changed:" lists what the decision did, for example "Reliability mark" or "Suspended from the engine", which means that product is paused on your account for a time.
• How to fix it: Open the campaign the row names and compare it with the title. If the decision is against you and you think it is wrong, press Appeal before the date printed on the row. A paused product is explained on Account standing and restrictions.

"A warning about a campaign rule"

• Where you see it: A notice on the website, and in Telegram and by email if those notices are switched on, with the button Open the decision. The decision carries the tag Warning.
• Plans affected: Every plan.
• Why it happens: Something that breaks a campaign rule was seen on one of your campaigns for the first time. Your reliability was not lowered and nothing was taken. A repeat counts against your reliability and may cost money.
• How to fix it: If it was you, no action is needed: avoid a repeat. If it was not you, press Open the decision, then Appeal, and say what happened.

The content check

Posts, ads, listing text and pictures are checked before they can run. These are the results you can see when you submit one. The rules themselves are on Prohibited content and the content check.

"This post can't run"

• Where you see it: The page where you submit a post, with the label Refused and up to six reasons. A card titled "Refused by the content check" slides in; when it has no reason to show, it reads "The content check refused this post." Subscriber Exchange words it "This ad can't enter the exchange:".
• Plans affected: Every plan.
• Why it happens: The post breaks a rule. Each reason names its source (Telegram ToS, Onflow Terms or Channel rules) and quotes the words it is about.
• How to fix it: Edit what the reasons name and submit again. If you think the check is wrong, press Appeal under the reasons. The line beside the button reads "Think the check got this wrong? A person will look at exactly this post." or "Think the automatic check got this wrong? A person will review exactly this post." The post was not submitted, and a refused exchange ad is not charged.

"We can't use that picture:"

• Where you see it: When you upload a photo for a listing or a channel. The panel is titled "This picture can't be used" and lists the reasons.
• Plans affected: Every plan.
• Why it happens: The picture breaks a content rule. It was not saved, and your previous picture is unchanged.
• How to fix it: Choose a different picture. When the message ends "or appeal if you think this is wrong", you can press Appeal and a person looks at that exact picture.

"We couldn't check that picture just now, so your live listing keeps its current photo. Please try again in a few minutes."

• Where you see it: When you upload a new photo for a Paid Promotions listing that is already live.
• Plans affected: Every plan.
• Why it happens: The picture could not be checked at that moment. Your listing keeps its current photo and nothing else changed.
• How to fix it: Upload the photo again a few minutes later. This is not a refusal, so there is nothing to appeal.

"We can't save that listing text:"

• Where you see it: When you save the title, description or accepted topics of a listing. The reasons follow the message.
• Plans affected: Every plan.
• Why it happens: The words break a content rule. The text was not saved.
• How to fix it: Edit the words the reasons name and save again. When the message ends "or appeal if you think this is wrong", you can appeal instead.

"Link shorteners hide the destination from readers and review — use the real address."

• Where you see it: Among the reasons for a refused post. No Appeal button is offered, and the helper line reads "Edit the post and try again."
• Plans affected: Every plan.
• Why it happens: A link in the post does not show readers where it goes. Four related refusals work the same way:
  • "Links must be plain http(s) — this one uses a scheme we cannot preview or vouch for."
  • "This link hides its real destination behind an @ — the address shown is not where it goes."
  • "This link points into the reader's own device or network, not to a public website."
  • "This domain imitates Onflow Ads but is not ours."
• How to fix it: Replace the link with the real, full web address of the page you are advertising, then submit again. These five refusals cannot be appealed.

A link in your post leads to a kind of site Onflow Ads does not carry

• Where you see it: Among the reasons for a refused post. The reason ends "This link goes to a category destination:" followed by the address.
• Plans affected: Every plan.
• Why it happens: A link in the post points to a category the platform does not carry at all, such as gambling or adult content.
• How to fix it: Remove or replace the link and submit again. If the destination is not what the reason says it is, press Appeal and explain what the site is.

"Sexual content involving minors. Absolutely prohibited, and it cannot be appealed."

• Where you see it: As the reason for a refused post or picture.
• Plans affected: Every plan.
• Why it happens: The content is refused outright. This rule has no exceptions on any plan or product.
• How to fix it: There is no fix and no appeal. Do not submit the content again.

"The post contains instructions aimed at our automatic review rather than at readers."

• Where you see it: Among the reasons for a refused post, followed by the quoted text.
• Plans affected: Every plan.
• Why it happens: Part of the post is addressed to the check itself and not to the people who will read the ad.
• How to fix it: Delete the quoted text and submit again. A post should contain only what your readers are meant to see.

"Several of your posts were refused in the last hour, so the automatic check is paused for you for up to an hour."

• Where you see it: When you submit a post after several refusals close together. The message continues "Edit what the refusals named, or appeal one you think was wrong, then try again."
• Plans affected: Every plan.
• Why it happens: Several of your posts were refused close together. New submissions are refused until the pause ends. Nothing else on your account is locked.
• How to fix it: Wait for the pause to end, as the message says. Use the time to edit what the earlier refusals named, or to appeal one you think was wrong. The pause itself cannot be appealed.

The same post is refused again straight away

• Where you see it: When you submit a post that was refused before, unchanged or with only cosmetic changes.
• Plans affected: Every plan.
• Why it happens: The check gives the same answer to the same post. Changing only how the words are written does not change that answer.
• How to fix it: Change what the reason named, or press Appeal if you think the refusal was wrong.

"A person is reviewing this post"

• Where you see it: The page where you submit a post, with the label Held for review, and in the notice "Your post is waiting for a person". Paid Promotions words it "...a person is reviewing this post before it can be booked. We will notify you when they have looked — then run the check again."
• Plans affected: Every plan.
• Why it happens: The picture or video could not be checked automatically, so a person looks at it first. The review was filed for you.
• How to fix it: Wait for the notice. Do not appeal: there is nothing to appeal yet. On Paid Promotions, run the check again after the approval, then book. Follow progress under Your content appeals on your reliability page.

"The check flagged this post"

• Where you see it: The page where you submit a post, with the label Flagged, and in a card titled "Flagged by the check". With no detail to show, the card reads "Nothing was refused, but the check flagged something. Read what it found before you go on."
• Plans affected: Every plan.
• Why it happens: Nothing was refused. Either the ad reads as a sensitive category you did not declare ("The ad reads as category content, but the advertiser did not declare that category."), or only part of the check could run ("The full automatic check could not run just now, so only the basic word and link check ran. It found nothing against the rules.").
• How to fix it: Declare the category the message names, or continue. The post goes on to whoever approves it, with the flag attached.

Your exchange ad was submitted at a lower content level than its category needs

• Where you see it: Subscriber Exchange, when you submit an ad. One wording begins "You declared this ad as category, which runs at content level level or above". The other begins "The ad reads as category content, but it was submitted at content level level."
• Plans affected: Every plan.
• Why it happens: Channels choose which content levels they host. An ad placed at too low a level would reach channels that never agreed to carry that category.
• How to fix it: Choose the content level the message names and submit again. Only channels that accept that level will carry the ad.

Appealing a content refusal

You appeal a refused post from the refusal itself: press Appeal under the reasons and tell the reviewer why the post is fine. On some pages the button reads Appeal this decision. Each appeal is listed under Your content appeals on your reliability page.

"Tell us in a sentence or two why you think this was wrong."

• Where you see it: Under the text box where you write your appeal, in the dialog Appeal this decision or in the box under the refusal. It can continue "— a reviewer reads exactly what you write here."
• Plans affected: Every plan.
• Why it happens: The box was empty or held only a few characters. Nothing was sent.
• How to fix it: Write at least one full sentence, up to 2,000 characters, then press Send appeal again. Say why the flagged words or picture are allowed.

"That refusal can't be appealed from here any more. Submit the post again — if it is refused again, appeal from that refusal."

• Where you see it: After pressing Send appeal. Related wordings are "This refusal can't be appealed from here. Submit the post again and appeal from that refusal." in a card titled "Nothing to appeal yet", and "Appeal a refused post from the refusal itself — submit it again and use the Appeal button under the reason."
• Plans affected: Every plan.
• Why it happens: The refusal on your screen is too old to appeal from, or it was made while you were signed in to another account.
• How to fix it: Submit the post again. If it is refused again, press Appeal under the new reasons.

"Your appeal about this post is already with our reviewers."

• Where you see it: A card titled "Already sent", after pressing Appeal a second time. Under the refusal the button is replaced by "Your appeal is with our reviewers."
• Plans affected: Every plan.
• Why it happens: There is one open appeal per post. Pressing again does not file a second one.
• How to fix it: Wait for the decision notice. If you need to follow up, quote the appeal reference. It is shown under Your content appeals on your reliability page, and usually on the card Appeal sent.

"Couldn't send the appeal. Please try again."

• Where you see it: Under the text box where you write your appeal. Related wordings are "We couldn't file that right now. Please try again in a moment.", "We couldn't file that appeal. Please try again.", "We can't tell what you're appealing about.", "Network error. Your text is still here; please try again." and "Network error — your text is still here; please try again."
• Plans affected: Every plan.
• Why it happens: The connection dropped, the page was open for too long, or there was a temporary fault on our side.
• How to fix it: Press Send appeal again: your text is still in the box. If it fails twice, copy the text, submit the post again and appeal from the new refusal. An appeal that did arrive is listed under Your content appeals on your reliability page.

An appeal was granted but the post is refused again

• Where you see it: When you submit a post after the notice "Your appeal was accepted" or "Your post was approved".
• Plans affected: Every plan.
• Why it happens: A granted appeal allows that exact post: the same words, the same links and the same pictures, for 90 days. An edited version is checked again from the start.
• How to fix it: Submit the post exactly as the reviewer approved it. If you need the changed version, appeal the new refusal.

Your content appeals is missing from the reliability page

• Where you see it: Reliability page. The heading does not appear below Your ledger.
• Plans affected: Every plan.
• Why it happens: The section is shown only when you have at least one content appeal or one post held for a person.
• How to fix it: Nothing is wrong. Once you appeal a refusal, or a post of yours is held, the section appears and lists it with its status.

Raising a fraud concern

An advertiser raises a fraud concern with Open a dispute on a paid placement that was posted but did not run as booked. The steps are on Raising a dispute as an advertiser; channel owners should read the owner's page on disputes.

There is no Open a dispute button on an order

• Where you see it: Paid Promotions → Campaigns, on the expanded order.
• Plans affected: Every plan can raise a concern. On Elite, Master and Ultimate the form header shows an answer target; on Free, Lite and Plus it reads "(answered in turn)". If a confirmation message names a different time, the form header and the order's status are what apply.
• Why it happens: The ad has not been posted yet, a concern was already raised on this booking, the time to raise one has passed, or the order was cancelled or refunded.
• How to fix it: If the ad has not been posted, use Cancel booking for a full refund. If the time has passed, write to support with the order reference. Report channel stays available.

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

• Where you see it: On the order, in the concern form, after pressing Submit concern. The same refusal can read "Tell us what went wrong so we can investigate."
• Plans affected: Every plan.
• Why it happens: No reason was picked and the note was empty. Nothing was sent.
• How to fix it: Pick the reason that fits, add a note if it helps, then press Submit concern and confirm with Raise concern.

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

• Where you see it: On the order, after pressing Raise concern.
• Plans affected: Every plan.
• Why it happens: The ad is not published yet, or the order is no longer live or completed.
• How to fix it: If the ad was never posted, press Cancel booking: you get a full refund, with no fee and no effect on anyone's reliability. A booking the owner never posts also refunds itself.

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

• Where you see it: On the order, after pressing Raise concern. The order already shows a status that begins "Dispute · open".
• Plans affected: Every plan.
• Why it happens: Your concern on this booking is open. A second one was not filed.
• How to fix it: Wait for the outcome notice. The held funds stay frozen while our team investigates.

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

• Where you see it: On the order, after pressing Raise concern.
• Plans affected: Every plan.
• Why it happens: Each booking can have one concern. This one was already decided, whatever the outcome.
• How to fix it: If something new happened after the decision, write to support with the order reference and say what changed.

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

• Where you see it: On the order, after pressing Raise concern. Normally the Open a dispute button is already gone by then.
• Plans affected: Every plan.
• Why it happens: The time allowed to raise a concern on this booking has passed.
• How to fix it: Write to support with the order reference. You can still use Report channel to tell our team about the channel's conduct, although a report does not end in a refund decision by itself.

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

• Where you see it: On the order, after pressing Raise concern. If the feature is unavailable, the message reads "Fraud concerns aren’t available yet — please contact support."
• Plans affected: Every plan.
• Why it happens: The request did not reach us, or there was a temporary fault on our side. Nothing was filed, and your reason and note are still on the form.
• How to fix it: Press Submit concern again. If it keeps failing, contact support with the order reference so that the time to raise a concern does not run out.

"A fraud concern was raised"

• Where you see it: A notice to the channel owner, on the website, and in Telegram and by email if those notices are switched on.
• Plans affected: Every plan.
• Why it happens: An advertiser raised a concern about your post. Your wallet withdrawals are on hold while our team reviews it, and so is the payout for that booking if it was not released yet. Nothing has been taken.
• How to fix it: Nothing to do yet: you hear the outcome in the same place. If the concern is cleared, your payout releases as usual. If a penalty is recorded, you can appeal it from your ledger.

"Your concern was reviewed"

• Where you see it: A notice to the advertiser. The order shows "Dispute · not upheld" or "Dispute · closed without a finding".
• Plans affected: Every plan.
• Why it happens: Our team decided the concern. Not upheld means the placement stands, and a concern that does not hold up counts against your reliability. Closed without a finding means fault could not be established, and nothing on your record changes.
• How to fix it: A second concern on the same booking is not possible. If a penalty was recorded and you think it is wrong, press Appeal on the entry in your ledger.

Reporting a campaign

A report tells our team about the other side's conduct. You open it with Report channel, Report advertiser or Report campaign; the steps are on Reporting a campaign.

There is no report button on a campaign

• Where you see it: On a paid promotion order or booking, or on a cross-promotion campaign.
• Plans affected: Every plan.
• Why it happens: A paid booking shows the button once an owner has accepted it. A cross-promotion shows it once it has a partner. Boost orders and exchange ads use other routes.
• How to fix it: For a booking nobody has accepted, use Cancel booking. For a Boost order, press Report a problem on the order. For an exchange ad you host, use Refuse.

"Please describe what happened in a few sentences."

• Where you see it: In the report dialog, after pressing Send the report. It can continue "— at least 20 characters."
• Plans affected: Every plan.
• Why it happens: The box Describe it was empty or too short. Nothing was sent.
• How to fix it: Describe what happened in a few sentences: what was agreed, what you saw and when. Then press Send the report again.

"Pick what went wrong from the list."

• Where you see it: In the report dialog. A related wording is "That reason isn't one you can pick on this campaign — choose from the list on the form."
• Plans affected: Every plan.
• Why it happens: No reason was chosen under What happened?, or the form was out of date. Advertisers and channel owners have different lists.
• How to fix it: Close the dialog, open it again from the report button and choose a reason from the list it shows you.

"You can only report a campaign you are part of."

• Where you see it: In the report dialog. Related wordings are "That reference is not a campaign or order you can report." and "Report not found." A page left open too long can also ask "Which campaign? Its Onflow ID is missing."
• Plans affected: Every plan.
• Why it happens: You are signed in to an account that is not a party to the campaign, or the page was out of date.
• How to fix it: Sign in to the account that booked or hosted the campaign, open the campaign and press the report button there.

"There is nothing to report on this campaign yet."

• Where you see it: In the report dialog, after pressing Send the report.
• Plans affected: Every plan.
• Why it happens: No owner has accepted the paid booking yet, or the cross-promotion is still waiting for a partner. There is no other side to report.
• How to fix it: Use Cancel booking if you no longer want the booking, or wait for a partner to join the cross-promotion.

"You already have an open report on this campaign — add to it instead."

• Where you see it: In the report dialog. The dialog then switches to your existing report.
• Plans affected: Every plan.
• Why it happens: You have one open report per campaign. No second case was opened.
• How to fix it: Type the new detail in the existing report, attach any new screenshots and press Add to the report.

"Support access for this account has been restricted. If you believe this is a mistake, email [email protected]."

• Where you see it: In the report dialog, after pressing Send the report.
• Plans affected: Every plan.
• Why it happens: Support access is restricted on your account, and reports go through the same route. No report was filed.
• How to fix it: Email [email protected] and say which campaign you wanted to report. See Account standing and restrictions for what a restriction means.

"At most 6 screenshots."

• Where you see it: In the report dialog, after pressing Send the report or Add to the report. Related wordings are "file name is over 2 MB.", "One of the images is over the 2 MB limit. Please upload a smaller one.", "This report already carries 6 screenshots — the maximum." and "You can attach the number left more screenshot(s) to this report."
• Plans affected: Every plan.
• Why it happens: A report carries up to 6 screenshots of 2 MB each, counted across everything you add to it.
• How to fix it: Choose the screenshots that prove the most. Crop or save a large one at a smaller size, then attach it again.

"One of the files doesn't look like a supported image (PNG, JPEG, WebP or GIF)."

• Where you see it: In the report dialog, while screenshots upload. Related wordings are "We couldn't read one of the images", followed by what is wrong with it, "Could not read that upload — please try again." and "Choose at least one screenshot."
• Plans affected: Every plan.
• Why it happens: A file is not a PNG, JPEG, WebP or GIF picture, is damaged, or did not arrive.
• How to fix it: Take the screenshot again, or save it as PNG or JPEG, and attach it again. Documents and videos cannot be attached.

"The text was saved but the screenshots failed — try them again."

• Where you see it: In your open report, after pressing Add to the report. With a new report, the sign is that the done screen is skipped and your report opens directly.
• Plans affected: Every plan.
• Why it happens: Your words reached the case, but the pictures did not upload.
• How to fix it: The report is filed, so do not send it again. Attach the screenshots in the open report and press Add to the report.

"Write something or attach a screenshot."

• Where you see it: In your open report, after pressing Add to the report. Related wordings are "Write something first." and "Could not save."
• Plans affected: Every plan.
• Why it happens: The box was empty and no file was chosen, or the addition did not reach us.
• How to fix it: Type the new detail or choose a screenshot, then press Add to the report again.

"This case is closed — open a new report if something else happens."

• Where you see it: At the top of your report, with the status Closed — action taken or Closed — no action. Related wordings are "This report is closed; open a new one if there is more." and "This report is closed; open a new one to add more."
• Plans affected: Every plan.
• Why it happens: Our team has finished with this case, so nothing more can be added to it.
• How to fix it: If something new happens on the campaign, press the report button and send a new report. To ask about the closed one, contact support and quote the case id.

"Could not send the report — please try again."

• Where you see it: In the report dialog. Related wordings are "Network error — please try again.", "Reports aren't available yet — please contact support." and "Please sign in to report a campaign."
• Plans affected: Every plan.
• Why it happens: The connection dropped, you were signed out, or there was a temporary fault on our side. No report was filed.
• How to fix it: Sign in if you are asked to, then press Send the report again. If the message tells you to contact support, send them the campaign reference and what you wanted to report.

Nothing changed after you sent a report

• Where you see it: On the campaign, after the done screen showed Report sent. and your case id.
• Plans affected: Every plan.
• Why it happens: Sending a report changes nothing by itself. It does not stop the campaign, move money or take a post down. A person reads it and replies by email.
• How to fix it: Wait for the email, and add new facts from the same report button. If an ad is live and must come down now, say so in the first line. For a money decision on a paid placement, use Open a dispute.

"We stopped one of your campaigns"

• Where you see it: A notice on the website, and in Telegram and by email if those notices are switched on. Related titles are "We stopped a campaign on your channel", "We stopped a cross-promotion", "We stopped your exchange ad", "We stopped a Boost order", "We stopped your Auto-Boost" and "A payout is on hold while we review a report".
• Plans affected: Every plan.
• Why it happens: Our team acted on a campaign, usually after a report. The notice gives the reason when one was written, says what was refunded, and says so if it was recorded against your reliability.
• How to fix it: Read the notice and any email that follows. Do not repost an ad our team took down. If a penalty was recorded and you think it is wrong, press Appeal on the entry in your ledger. A held payout ends with a decision, or with the notice "The hold on your payout was lifted", which says the payout "is no longer on hold and follows your plan's release rung again."

"Your channel was suspended from the exchange"

• Where you see it: A notice on the website, and in Telegram and by email if those notices are switched on. It begins "Our team suspended your channel from hosting exchange ads for the number of day(s)." It can add how many "live placement(s) are being taken down by the bot" and end "This was recorded against your reliability."
• Plans affected: Every plan.
• Why it happens: Our team stopped your channel hosting Subscriber Exchange ads for the time the notice names, usually after a report. Ads it was hosting come down and ads waiting to be posted there are dropped. The notice gives the reason when one was written.
• How to fix it: Leave the bot to take the placements down, and wait for the suspension to end: hosting resumes after the number of days in the notice. If the notice says it was recorded against your reliability and you think that is wrong, press Appeal on the entry in your ledger. To ask about the suspension itself, contact support and quote the reference in the notice.

"Couldn't send that report."

• Where you see it: Boost → your orders, in the dialog Report a problem.
• Plans affected: Every plan.
• Why it happens: The report on your Boost order did not reach us. Nothing was sent.
• How to fix it: Press the send button again. When it works you see "Thanks — our team has your report." and a reference to quote. More help is on Reporting a problem with a Boost order.

Notices from automatic checks

Every placement is monitored for its full run, on every plan. When a check finds a problem, both sides are told. The rules behind these notices are on Fair play rules and automatic checks.

"A placement was flagged automatically"

• Where you see it: A notice to the channel owner. It names the channel and what was found, for example that the post was deleted before its promised duration ran out.
• Plans affected: Every plan.
• Why it happens: A paid placement on your channel did not stay up as booked. The payout is on hold, or, if it was already released, the advertiser can still raise a concern.
• How to fix it: If the finding is wrong, contact support with the booking reference and what happened. If a penalty appears on your ledger, press Appeal on that entry.

"A problem with one of your placements"

• Where you see it: A notice to the advertiser, naming the channel and what was found.
• Plans affected: Every plan. On Elite, Master and Ultimate, a placement covered by delivery insurance is refunded automatically.
• Why it happens: A check found that your ad did not run as booked. Your funds are still held, or the payment was already released to the owner.
• How to fix it: Open the order under Campaigns and press Open a dispute to ask for your money back. Nothing is refunded until a concern is upheld, unless your plan's insurance covers it.

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

• Where you see it: A notice to the advertiser of a placement sold with time at the top of the channel.
• Plans affected: Every plan.
• Why it happens: The channel posted something else during the time your ad was meant to stay on top. It is recorded against the channel. Your ad still runs for its full booked duration.
• How to fix it: Nothing to file. This notice does not come with a refund. If the ad itself was removed or changed, use Open a dispute on the order.

"We paused the payout on your booking"

• Where you see it: A notice to the advertiser, on the website, and in Telegram and by email if those notices are switched on.
• Plans affected: Every plan.
• Why it happens: Our team is reviewing a report about the campaign and has put the owner's payout on hold meanwhile. The notice says "Nothing is due from you."
• How to fix it: Nothing to do. You are told when a decision is made. If you have facts that help, add them to your report on the campaign.

"Your ad was edited in the channel"

• Where you see it: A notice to the advertiser, on the website, and in Telegram and by email if those notices are switched on.
• Plans affected: Every plan.
• Why it happens: The ad that was posted for you has been edited in the channel since it went live.
• How to fix it: Open the campaign and compare the post with what you booked. If it no longer runs as agreed, press Open a dispute on the order and pick the reason "The content was altered".

"A placement was refunded under delivery insurance"

• Where you see it: A notice to the channel owner. The advertiser's notice is titled "Automatic refund — your placement was covered".
• Plans affected: The automatic refund covers advertisers on Elite, Master and Ultimate. A channel owner on any plan can receive the owner's notice.
• Why it happens: A delivery check found a problem with the placement, and the advertiser's plan includes delivery insurance. The advertiser is refunded without opening a dispute. The owner receives no payout for that booking, and the good-faith deposit goes to the advertiser.
• How to fix it: Advertisers: nothing to do, the refund is in your wallet. Owners: if you believe the check was wrong, contact support with the booking reference. A cover decision can be reviewed.

"Rule break recorded"

• Where you see it: A card the bot sends about a cross-promotion, with the button See why and appeal. Your partner receives "Partner removed your ad early" or "Partner left your channel early", and "Insurance claim recorded" if they had declared cover.
• Plans affected: Every plan.
• Why it happens: Your partner's ad came down from your channel, or you left your partner's channel, before the run was over. A first time can be a warning only.
• How to fix it: Press See why and appeal to open your reliability page, and appeal there if it is a mistake. The partner-side cards need no action. If the page shows no Appeal button, see Troubleshooting Policies and trust.

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

• Where you see it: When you send a content appeal, raise a fraud concern, or send or add to a report.
• Plans affected: Every plan.
• Why it happens: Too many of these were sent from your account in a short time. This one was not filed or added, and nothing is held against you.
• How to fix it: Wait a while, then try once. The wait can be longer than the message suggests, so do not keep pressing the button. If a deadline is close, contact support before it passes.

Still stuck?

The fastest way to reach support is https://onflowads.com/support, which opens the support chat. You can also email [email protected]. Onflow Ads does not take support requests in Telegram.

Include these four things, so that nobody has to ask you twice:

• What you were doing, and on which page.
• The exact message you saw, copied word for word.
• The reference shown on your screen: the case id of a report, the appeal reference, the decision reference or the order reference. For a ledger entry, give its date and amount.
• The date and time it happened.

Other places to look: Troubleshooting Policies and trust for refunds, restrictions and limits, Appealing a penalty or a decision for the full procedures, and Help and support.