Troubleshooting Pulse

This page lists what can go wrong with Pulse. Find what you see and follow the fix under it.

Brand polls

These cards are for the brand: writing a poll, reaching channels and reading the results.

My poll was refused

• Where you see it:

  On the new poll form, with the reason under the question or the answers.

• Plans affected:

  Every plan.

• Why it happens:

  The poll offers something for voting, with words such as "win", "prize" or "free", or its subject is not allowed for brand polls.

• How to fix it:

  Remove the words the page names, or change the subject, then try again. Nothing was charged.

My poll is too long for Telegram

• Where you see it:

  On the new poll form, under the question, the description or an answer, or when you confirm the poll.

• Plans affected:

  Every plan.

• Why it happens:

  Telegram limits a poll's question, answers and description, and counts most emoji as two characters. A poll Telegram could not post is refused.

• How to fix it:

  Shorten the text the page names until its counter shows characters left, then try again. Nothing was charged.

My dispute was refused

• Where you see it:

  Under Payouts to channels on your poll's report, when you open a dispute.

• Plans affected:

  Every plan.

• Why it happens:

  The window to dispute that channel's payout has closed, the payout was already released early or is already disputed, the reason or evidence is missing, or you reached the daily limit on disputes.

• How to fix it:

  Dispute within the window, with a reason and at least one item of evidence. A payout released early cannot be disputed. See Dispute a Pulse payout.

Early release isn't available for this channel

• Where you see it:

  On the early release page, with the reasons listed.

• Plans affected:

  Every plan.

• Why it happens:

  The poll is not confirmed live yet, the payout is disputed, your cash payment has not cleared, the fee was paid with Onflow Credit (only on a poll bought before the current rules), a limit was reached, or a reliability band does not allow it.

• How to fix it:

  Nothing needs fixing: the fee is paid on its normal date. See Release a payout early.

"Host fees are paid from your wallet balance" and the poll won't launch

• Where you see it:

  Under the quote, and when you press Confirm and pay: "Host fees are paid from your wallet balance; Onflow Credit pays only Onflow's part. Top up $X to launch this poll." For a Brand Lift study the message ends "to start this study."

• Plans affected:

  Every plan.

• Why it happens:

  Onflow Credit can pay only Onflow's part, the 15% Pulse fee (and a Brand Lift study fee). The host fees must be paid in cash, and your wallet balance does not cover them, however much Onflow Credit you have.

• How to fix it:

  Top up at least the amount shown, then get the quote again. See Pricing and the cap.

I was refunded only part of a channel's charge

• Where you see it:

  In the notice "One channel's share is back", which says the platform share is kept, and in your wallet's Activity.

• Plans affected:

  Every plan.

• Why it happens:

  The host deleted the poll early and our checks proved it, or your dispute was upheld or split. You get the host fee (or the decided part of it) back; Onflow keeps its 15% because the poll was posted and monitored. Onflow Credit that paid a kept 15% stays spent.

• How to fix it:

  Nothing is wrong. You get everything back only when the poll never ran in that channel or failed on Onflow's side. See Pricing and the cap.

Too few channels match

• Where you see it:

  On the targeting step, next to the number of matching channels.

• Plans affected:

  Every plan.

• Why it happens:

  Not enough opted-in channels match every filter, accept your category and accept your fee.

• How to fix it:

  Widen the filters, such as the size or the minimum Onflow Verified score, or ask for fewer channels.

My live poll shows no votes

• Where you see it:

  On the poll's report, where a channel reads Not visible until close.

• Plans affected:

  Every plan.

• Why it happens:

  Telegram hides the totals of a Pulse poll until it closes, from everyone.

• How to fix it:

  Nothing to fix. The totals appear when the poll closes at the end of its window.

Hosting

These cards are for the host: opting a channel in, answering offers and being paid for polls.

I cannot opt my channel in

• Where you see it:

  In the Pulse settings on your channel's page, with the reason under Accept Pulse polls.

• Plans affected:

  Every plan.

• Why it happens:

  @OnflowAdsBot is not an administrator of the channel with the Post Messages right.

• How to fix it:

  Give the bot that right in the channel's Telegram settings, then switch hosting on again.

I was not paid for a poll

• Where you see it:

  On the offer in your Pulse offers, with no payout date.

• Plans affected:

  Every plan.

• Why it happens:

  The poll was deleted before it closed, or the bot lost its rights and could not stop it.

• How to fix it:

  Keep each poll and the bot's rights in place until the poll closes. If you think the poll was in place, appeal the penalty from your reliability page. See Pulse penalties and appeals.

My payout date is later than 7 days

• Where you see it:

  On the completed offer, next to Lands in your wallet, with the reason under it.

• Plans affected:

  Every plan.

• Why it happens:

  Your reliability band was lower than Good when the fee was due, the brand opened a dispute, or, on a poll bought before the current rules, part of the fee was paid with Onflow Credit and is held longer.

• How to fix it:

  Wait for the date shown. A band that recovers before the fee is due gets the shorter wait. If a dispute is open, our team decides and you are told. See Pulse payouts.