Skip to main content

Troubleshooting your exchange ads

This page covers every problem with an ad of your own in the Subscriber Exchange, from the first step of the builder to the last cycle. Find the message you see, or the thing that is not working.

Two other pages hold the rest. For enrolling a channel, reviewing, refusing and credits you earn, see Troubleshooting hosting in the exchange. For opening the page, connecting Telegram, pauses and account holds, see Troubleshooting Subscriber Exchange.

Starting an ad and writing it​

These problems appear when you press Create an ad on the exchange page, or on the Write step of the builder.

"Add a channel before you advertise"​

  • Where you see it: The website, when you open My advertisements or press Create an ad, under a pill that reads Host first. If you reach the last step anyway, the builder says "The exchange is reciprocal — add a channel and agree to host ads before you can run one of your own."
  • Plans affected: Every plan.
  • Why it happens: None of your channels shows Hosting. Ads run in members' channels, so you host before you advertise.
  • How to fix it: Press Add my first channel and enrol a channel. The advertising side opens as soon as the channel shows Hosting, and the ad you started is kept as a draft on this device. The steps are on Getting started with the Subscriber Exchange.

"Your plan runs your plan's limit ads at a time. Cancel one before submitting another."​

  • Where you see it: The website, when you press Create an ad or the submit button. Below Ultimate it comes with a card titled "More room on the next plan" and a See plans button. On Ultimate it is a notice titled "Plan limit reached"; when the page has no sentence of its own to show, the notice reads "Your plan’s limit is reached."
  • Plans affected: Every plan.
  • Why it happens: Ads that are in review, running, paused or waiting to start all count toward the limit. A broadcast ad rolls into the next cycle until you cancel it, so a forgotten campaign is the usual cause.
  • How to fix it: Open My advertisements and press Cancel on an ad you no longer need, or move up a plan. The line above your ads shows how many your plan runs at a time. Nothing was charged.

"The editor is still loading — try again in a moment."​

  • Where you see it: The website, when you press Create an ad or move between builder steps straight after the page opens.
  • Plans affected: Every plan.
  • Why it happens: The page has not finished loading the editor yet. A slow connection makes this more likely.
  • How to fix it: Wait a few seconds and press the button again. If the message keeps coming back, reload the page. A draft you had started is restored.

"That text is your count characters; the limit here is the limit shown."​

  • Where you see it: The website, on the Write step. Related wordings are "That text is over the limit for this post." and, on the Media step, "With media attached the text may run to the limit shown characters — shorten it on the Write step, or remove the media." After you submit, the same refusal reads "Telegram caps post text at the limit shown characters — yours is your count." or, with a picture or video, "With an image or video attached, Telegram caps the text at the limit shown characters — yours is your count."
  • Plans affected: Every plan.
  • Why it happens: Telegram limits how long a post can be, and the limit is much lower once a picture or video is attached. A few characters are also held back for the "advertisement via onflowads.com" line; the note under the editor says how many.
  • How to fix it: Shorten the text until the counter is inside the limit, or remove the picture or video to get the longer limit. Emoji usually count as two characters each. Nothing was submitted.
  • Where you see it: The website, on the Write step under Link buttons. Related wordings are "Button n needs both a label and a link — half-filled rows are not saved.", "Each button needs a label and a link.", "Button text must be 1–48 characters.", "Button text cannot contain line breaks." and "Those buttons couldn't be read. Please reload the page and try again."
  • Plans affected: Lite and above. Free has no buttons.
  • Why it happens: A button row holds a label without a link, a link without a label, a label that is too long, or a label with a line break in it.
  • How to fix it: Fill in both boxes of the row or empty both. Keep the label short and on one line. If the message asks you to reload, reload the page; your draft is restored.

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

  • Where you see it: The website, when you submit. On Free the wording is "Inline buttons are not available on this account."
  • Plans affected: Every plan.
  • Why it happens: The ad carries more buttons than your plan includes. This happens when your plan changed while the builder was open, or when an older draft was restored.
  • How to fix it: Go back to the Write step. Rows beyond your plan read Locked; press Remove on any locked row that still holds a button, then submit again. The number of buttons each plan includes is on Post buttons and links by plan.
  • Where you see it: The website, in the link dialog, on the Write step or when you submit.
  • Plans affected: Free.
  • Why it happens: The text or a button holds an invite link or a link to a private channel. Free can link only to public Telegram addresses.
  • How to fix it: Replace the link with the public address of your channel, or move to Lite or above to use invite links. Nothing was submitted or charged.
  • Where you see it: The website, in the link dialog, on the Write step or when you submit.
  • Plans affected: Every plan.
  • Why it happens: The text or a button links to an address outside Telegram, and your account has not bought the add-on that allows such links on your current plan. The add-on is tied to the plan you bought it on, so it is asked for again after your plan changes.
  • How to fix it: Use a public Telegram link instead, or open the link dialog and press Enable external links. The button shows the current price, which can differ from the figure in the message. It is a one-off charge from your wallet, and the dialog confirms with "External links enabled."
  • Where you see it: The website, in the link dialog or when you submit. Related wordings are "This address can’t be opened from an ad: the address. Use a t.me or https:// address instead.", "Private Telegram links can't be used in ads right now." and "Links outside Telegram can't be used in ads right now." Before you submit, the Write step warns "This link will be refused when you submit".
  • Plans affected: Every plan.
  • Why it happens: The address is incomplete or mistyped, it is a kind of address an ad cannot open, or that kind of link is switched off for a while.
  • How to fix it: Type the whole address, starting with the https part, or use a public t.me link. If the message says a kind of link cannot be used right now, remove it and submit without it, or try again later.

"Add an image, a video or some text — an ad can’t be empty."​

  • Where you see it: The website, on the Media step or when you submit.
  • Plans affected: Every plan.
  • Why it happens: The ad has no text and no picture or video. Buttons alone are not an ad.
  • How to fix it: Go back to the Write step and add text, or attach a picture or video on the Media step.

Attaching a picture or video​

These problems appear on the Media step of the builder. In every case nothing was attached and nothing was charged, and the rest of your ad is untouched.

A file is refused for its size or type​

  • Where you see it: The website, on the Media step. The wordings include "That photo or video is its size — the limit is the limit shown.", "That file is not an image.", "That file is not a video.", "That file is too large. Videos are capped at 50 MB and images at 10 MB.", "Images are capped at 10 MB.", "Please upload a JPG, PNG or WebP image, or an MP4 video.", "Choose an image or video to upload.", "Could not read that upload — please try again." and "We couldn’t use that image — what is wrong with it. Please choose another."
  • Plans affected: Every plan.
  • Why it happens: The file is the wrong type, too big or damaged. The Media step states the rule: "JPG, PNG or WebP up to 10 MB, or MP4 up to 50 MB".
  • How to fix it: Save the picture as JPG, PNG or WebP, or the video as MP4, inside the size shown. Then attach it again. If the file is the right type and size, export a fresh copy; a damaged file is refused too.

"That image is too large for Telegram"​

  • Where you see it: The website, on the Media step. The message ends with your picture's width and height. Related wordings are "That image is too long and thin for Telegram" and "Telegram rejected that image's dimensions."
  • Plans affected: Every plan.
  • Why it happens: Telegram refuses pictures that are very large in pixels, or far longer than they are wide. The message names the limit that was passed.
  • How to fix it: Resize the picture to smaller pixel dimensions, or crop it closer to a square or a normal photo shape. Then attach it again.

"Adding images to exchange ads is paused for a moment. Please try again later."​

  • Where you see it: The website, on the Media step. Related wordings are "Media uploads aren’t available yet.", "Telegram wouldn’t accept that file. Try a different image or video.", "Telegram didn’t return a usable file. Please try again.", "Telegram would not accept that file.", "That file could not be attached." and "Could not remove that."
  • Plans affected: Every plan.
  • Why it happens: Uploads are briefly unavailable, or Telegram did not accept the file on this attempt. It is not about your account.
  • How to fix it: Try again after a few minutes. If one particular file keeps failing, use a different picture or video. You can also submit the ad as text only and keep the picture for a later ad.

"We can't accept that image:"​

  • Where you see it: The website, on the Media step. The message lists the reasons and ends "Choose a different image, or appeal if you think this is wrong." A card with Appeal this decision appears when an appeal is possible.
  • Plans affected: Every plan.
  • Why it happens: The automatic content check refused the picture under the content rules. The reasons in the message say which rule.
  • How to fix it: Choose a different picture. If you think the check is wrong, press Appeal this decision and explain in a sentence or two why the picture is acceptable. A person then looks at exactly that picture.

"Upload the image or video again — we lost the reference."​

  • Where you see it: The website, when you submit. When a draft is restored you may instead see a notice titled "One thing to redo" that reads "Attach your video again on the Media step — a video is not kept in a draft."
  • Plans affected: Every plan.
  • Why it happens: The builder no longer holds the file. A video is never kept in a draft, and an attachment can be lost when the page sat open for a long time.
  • How to fix it: Go to the Media step, attach the file again, then submit. Nothing was submitted or charged by the failed attempt.

Topic, level and the reach line​

These problems appear on the Topic step, where you choose the topic and content level and read the line that estimates how many channels can carry the ad.

"Choose the topic that best describes this ad."​

  • Where you see it: The website, on the Topic step or when you submit. If the level is missing instead, the wording is "Pick the level this ad belongs to.", "Choose the level this ad belongs to." or "Choose the content level for this ad."
  • Plans affected: Every plan.
  • Why it happens: Every ad needs one topic and one content level, and one of the two is not chosen yet.
  • How to fix it: Pick a topic from the menu and select one of the level cards, then continue.

"You declared this ad as the category, which runs at content level the level or above — pick that level."​

  • Where you see it: The website, on the Topic step, under a notice titled "Not submitted". Related wordings are "“the topic” ads run at the level's name (level the level) or above, so only channels that opted in to it will carry them." and "Pick a higher level for what you declared."
  • Plans affected: Every plan.
  • Why it happens: The topic you chose, or what you declared under "What is this ad about?", needs a higher content level than the one selected. Only channels that opted in to that level carry such ads.
  • How to fix it: Select the level the message names and submit again. Nothing was submitted or charged.

"No channels currently accept level your level. A lower level reaches a wider pool."​

  • Where you see it: The website, on the reach line of the Topic and Audience steps. With a topic chosen it reads "level your level and this topic". A related wording is "None of the N channels that accept level your level match your targeting. Widen the filters or choose a lower level."
  • Plans affected: Every plan.
  • Why it happens: Right now no enrolled channel accepts this level and topic, or none of those that do passes your Audience filters.
  • How to fix it: Remove the narrowest filter first, usually a single language or country. Lower the level only if the ad honestly fits the lower level. You can still submit as it is: the ad is reviewed, then waits and starts by itself.

The reach line says your plan needs more channels than are eligible​

  • Where you see it: The website, on the Topic and Audience steps. The line begins "Your plan needs N distinct channels to start this ad and M are eligible" and says how many it is short.
  • Plans affected: Every plan. A higher plan schedules more placements, so it needs more channels.
  • Why it happens: An ad starts only when enough eligible channels exist for the placements your plan schedules in a cycle. Extra placements and a delivery boost raise that number.
  • How to fix it: You can submit anyway. The ad is reviewed as usual, shows Waiting to start, and starts by itself; anything it costs is taken when it starts. To need fewer channels, widen the audience, lower the level if it fits, or drop the extras. Enrolling another channel of your own does not help, because your channels never carry your own ad.

"Pick a content level first."​

  • Where you see it: The website, on the Topic step, in the box under Targeting copilot.
  • Plans affected: Every plan.
  • Why it happens: The Targeting copilot counts the channels at one content level, and no level card is selected yet.
  • How to fix it: Select a level card, then press Targeting copilot again. No AI action was used.

"Couldn’t analyse targeting right now."​

  • Where you see it: The website, on the Topic step, in the box under Targeting copilot. Sometimes the box shows only "Eligible now: N of M channels at this level." with no advice beneath it.
  • Plans affected: Every plan.
  • Why it happens: The request failed, or the AI tool could not write advice this time.
  • How to fix it: Press Targeting copilot again in a moment. When no advice is produced the AI action is handed back. The count covers the level and topic only, not your Audience filters.

Audience and targeting​

These problems appear on the Audience step, or at submit when a filter is refused. Every plan difference is set out on Targeting an exchange ad.

A targeting control shows Locked​

  • Where you see it: The website, on the Audience step. The control is replaced by its name and a Locked button: "Country targeting", "Scheduled starts", "Audience-size targeting", "Day-parting", "Competitor blocklist", "Lookalike targeting" or "Custom matcher weights".
  • Plans affected: Country targeting and scheduled starts are locked on Free. Audience size, posting hours and the blocklist are locked on Free and Lite. Lookalike is locked on Free, Lite, Plus and Elite. The last control is open on Ultimate only.
  • Why it happens: Your plan does not include that control.
  • How to fix it: Continue without it; the ad runs without that filter. To use it, press Locked. A card names the plan that includes the control and has a button that opens the plans page.

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

  • Where you see it: The website, when you submit. The builder returns to the Audience step and a plan card appears. A related wording is "Your plan doesn’t include one of the filters you set." For the two matching controls on the Audience step the wording is "Your plan doesn’t include custom matcher weights, so the ad was not submitted. Put the matcher controls back to their defaults and submit again."
  • Plans affected: Every plan except Ultimate.
  • Why it happens: The ad carries a filter your plan no longer includes. The usual cause is a plan that ended while the builder was open, or a draft saved on a higher plan.
  • How to fix it: Reload the page so each control shows its real state, clear the filter the message names or return the matching controls to their defaults, and submit again. Nothing was submitted or charged.

"Pick both hours for “Post between”, or set both back to Any hour."​

  • Where you see it: The website, on the Audience step or when you submit. Related wordings are "Set both a start and an end hour for day-parting, or neither." and a message that says the start and end hours must differ.
  • Plans affected: Plus and above.
  • Why it happens: Only one of the two hours is set, or both are set to the same hour.
  • How to fix it: Choose two different hours, or set both menus back to "Any hour". The hours are in UTC.

"Schedule a start within the next 90 days."​

  • Where you see it: The website, when you submit. A related wording is "That start date isn’t a valid date and time."
  • Plans affected: Lite and above.
  • Why it happens: The scheduled start is more than 90 days away, or the date field is incomplete.
  • How to fix it: Pick a start date and time inside the next 90 days, or clear the field to start as soon as the ad is approved.

"Pick at most the limit shown language, country or audience size values."​

  • Where you see it: The website, when you submit. A related wording is "“your value” isn’t a language, country or audience size we recognise."
  • Plans affected: Every plan for languages. Lite and above for countries. Plus and above for audience size.
  • Why it happens: One targeting list holds more values than it accepts, or holds a value that is no longer offered.
  • How to fix it: Remove values from the list the message names until it is inside the limit, then submit again. Reload the page first if the message says a value is not recognised.

"Your plan lets you block up to your plan's limit channels."​

  • Where you see it: The website, when you submit, sometimes with a card titled "More room on the next plan". A related wording is "“your entry” isn’t a usable @username."
  • Plans affected: Plus and above.
  • Why it happens: The competitor blocklist is longer than your plan allows, or one entry is not a channel username.
  • How to fix it: Shorten the list to the number in the hint under the field. Write plain @usernames, separated by commas or spaces, with no links.

An approved ad matches no channels​

  • Where you see it: The website. The ad is approved but shows no placements, and Why? shows "Matching channels" with "Nothing matches right now — widen your targeting or lower the level to reach more of the pool."
  • Plans affected: Every plan.
  • Why it happens: Your filters exclude every channel that accepts the ad. Most often it is a language or country that no hosting channel has declared.
  • How to fix it: An ad cannot be edited after you submit it. Press Cancel on the row, then build the ad again with wider targeting. If no placement has run, anything you paid for the ad comes back in full.

Extra placements, delivery boosts and Priority Review​

These problems appear on the Delivery step, on the Review step, or on the row of an ad you paid extras for. The full rules are on Delivery boosts and Priority Review.

There is no Extra placements menu​

  • Where you see it: The website, on the Delivery step. The Extra placements menu is missing.
  • Plans affected: Every plan.
  • Why it happens: One of four things. You are on Free, which cannot spend credits. Your credits do not yet cover one extra placement. Swap with one partner is selected. Or your plan's own placements already fill the most a cycle allows.
  • How to fix it: Read the credits line on the Hub; it says which case applies and what one extra placement costs. Host more ads to earn credits. For a swap, extra placements are not offered.

"Extra placements with credits" shows Locked​

  • Where you see it: The website, on the Hub under the credits line. Pressing Locked opens a card titled "More room on Lite" with a See plans button.
  • Plans affected: Free.
  • Why it happens: Free earns credits for hosting but cannot spend them on extra placements.
  • How to fix it: Nothing is lost: your balance keeps building while you host. Move to Lite or above when you want to spend it.

"N extra drops cost the cost credits and you have your balance."​

  • Where you see it: The website, when you submit, on the Delivery step and in a notice titled "Nothing was charged". Related wordings are "Your plan allows up to your plan's limit extra drops per cycle.", "Extra drops aren’t included on this account. Hosting ads earns the credits that pay for them." and "You don’t have the credits for those extra placements."
  • Plans affected: Every plan.
  • Why it happens: "Extra drops" are extra placements. Your credit balance changed after the page loaded, or your plan allows fewer extra placements than you chose.
  • How to fix it: Lower Extra placements on the Delivery step and submit again, or host more ads first. No ad was created and no credits or money were taken.

A boost reads "— no room this cycle"​

  • Where you see it: The website, in the Delivery boost menu. If you choose that boost, the summary says "This boost can’t be bought at your current placement count." and how many more placements fit: "This campaign has room for only the number shown more placements this cycle, so this boost won’t be accepted — pick a smaller one or lower your extra placements." When nothing fits at all, the summary reads "Your N extra placements already fill this cycle to the maximum shown, so a delivery boost has nowhere to go", or "Your plan already runs the maximum shown placements a cycle, so a delivery boost adds nothing — Priority Review still speeds review."
  • Plans affected: Master and Ultimate, whose own placements leave the least room in a cycle.
  • Why it happens: Your plan's placements, your extra placements and the boost together would pass the most one cycle allows. A boost must fit in full.
  • How to fix it: Pick a smaller boost, or lower Extra placements. Priority Review needs no room, so you can keep it. Nothing is charged for a boost that does not fit.

"The delivery boost is bigger than the placements left this cycle, so it will be refused and nothing will be charged."​

  • Where you see it: The website, on the Review step, where the button reads Submit anyway. If you press it, the refusal begins "This campaign has room for only" and names the boost.
  • Plans affected: Master and Ultimate.
  • Why it happens: You continued past the Delivery step with a boost that does not fit in this cycle.
  • How to fix it: Go back to the Delivery step and pick a smaller boost, lower your extra placements, or keep Priority Review alone. Pressing Submit anyway creates no ad and charges nothing.

"That’s more than your balance — top up or choose Standard."​

  • Where you see it: The website, on the summary line of the Delivery step. At submit the refusal reads "The boost's name delivery upgrade costs the amount and your wallet is short. Top up, or submit on the included Standard cadence at no charge."
  • Plans affected: Every plan.
  • Why it happens: The delivery boost plus Priority Review cost more than the spendable balance in your wallet.
  • How to fix it: Add funds to your wallet, then submit again; see Adding funds to your wallet. Or choose "Standard — free" and untick Priority Review. No ad was created, and credits chosen in the same attempt were not taken either.

"Delivery upgrades apply to pool campaigns, not swaps."​

  • Where you see it: The website, when you submit a swap.
  • Plans affected: Every plan.
  • Why it happens: A delivery boost or Priority Review was still selected when you switched the ad to Swap with one partner. Paid extras apply to broadcast ads only.
  • How to fix it: Reload the page and choose your options again. With a swap selected, the boost and Priority Review are not offered. Nothing was charged.

"your reliability is currently narrowing every ad"​

  • Where you see it: The website, in a note on the Hub credits line, under Extra placements and in the Delivery summary. The note gives your plan's placements and the lower number they are running as.
  • Plans affected: Every plan.
  • Why it happens: Your reliability score is low enough that each ad gets fewer placements per cycle. Placements you buy on top are reduced in the same way, so a boost can deliver fewer than its label.
  • How to fix it: Weigh this before you pay for extras: money spent on a reduced boost is not refunded. Keep the ads you host up for their full 24 hours to bring the score back. See Your reliability score and appeals.

The Priority review or boost pill disappeared from the row​

  • Where you see it: The website, on the ad's row in My advertisements.
  • Plans affected: Every plan.
  • Why it happens: The pills show only while the purchase stands. They go when the ad is declined or cancelled and the charge is refunded. An ad approved on appeal comes back on standard delivery, without them.
  • How to fix it: Check your wallet history for the refund. If you still want the boost or Priority Review, cancel the ad and submit a new one with them.

The next cycle shows fewer placements​

  • Where you see it: The website, on the row's "This cycle" tile after a new 30-day cycle begins.
  • Plans affected: Every plan.
  • Why it happens: Extra placements and a delivery boost cover only the cycle they were bought in. The next cycle returns to your plan's own placements.
  • How to fix it: Nothing is wrong. To buy extras again, cancel the ad and submit a new one with them.

Submitting for review​

These problems appear on the Review step, when you press Submit for review, or Submit and pay when the ad has paid extras. A refused submission creates no ad and charges nothing.

"This ad can't enter the exchange"​

  • Where you see it: The website, on the Review step, as a message that lists the reasons and as a notice with the same title. The notice reads "Edit the ad and submit it again." and, when an appeal is possible, ends "or appeal below if you think the check is wrong." A card headed "This post can't run" offers Appeal this decision when an appeal is possible.
  • Plans affected: Every plan.
  • Why it happens: The automatic content check refused the text, a button or a link under the content rules.
  • How to fix it: Edit what the reasons name and submit again; your draft is kept. If you think the check is wrong, press Appeal this decision, explain in a sentence or two, and press Send appeal. A person then reviews exactly that post.

"Could not submit that ad."​

  • Where you see it: The website, on the Review step, usually with a notice titled "Not submitted".
  • Plans affected: Every plan.
  • Why it happens: The submission was refused without a wording of its own, or the request did not get through.
  • How to fix it: Read the line under the summary; it names what to fix when there is something to fix. Then press the submit button again. Pressing it twice does not create two ads, and nothing was charged for the failed attempt.

"Saved, starts by itself"​

  • Where you see it: The website, as the notice after you submit. For an ad with paid extras, the Review step already says "The exchange is too small to start it yet, so after review it waits", and that the charge is taken from your wallet when the ad starts, not now. The bot and your notification feed also tell you "Your exchange ad is in review".
  • Plans affected: Every plan.
  • Why it happens: This is not an error. Fewer channels accept the ad right now than your plan schedules in a cycle, so the ad is saved and reviewed, and it starts when the exchange can carry it.
  • How to fix it: You do not need to do anything. Nothing is charged until the ad starts. While this is your only ad and the exchange is short, your own channels do not host other members' ads. To start sooner, cancel the ad and submit it again with a wider audience.

After you submit​

These problems appear on the ad's row in My advertisements, or in a message from the bot or by email. The row's badge and the line under it say what state the ad is in.

Plus plan · My advertisements with a running ad, a waiting ad, a paused ad and a declined ad Each row carries a badge and, when the ad is not running, the reason in words. 1 How many ads your plan runs at a time. 2 The Priority review pill on the running ad; the pill to its left names the delivery boost that was bought, here "Featured". 3 The running ad's numbers for this cycle; the taps on each button are listed just under them. 4 The amber line on the Waiting to start ad, which says how many more channels the exchange needs. 5 Appeal on the declined ad, which you can use once per ad. The third row is Paused and carries the same kind of amber line; the waiting ad and the paused ad both start again by themselves.

"No ads yet."​

  • Where you see it: The website, in My advertisements, where your ads would be listed. The tile on the Hub reads "Run an ad across the exchange." When you have ads but none is in review, running, paused or waiting, the tile reads "No ads in the exchange right now", followed by how many were stopped or declined.
  • Plans affected: Every plan.
  • Why it happens: You have not submitted an ad yet, or you cancelled every ad you submitted; a cancelled ad leaves the list. The Hub wording appears when the ads still listed are declined, finished or stopped. Nothing is wrong with your account.
  • How to fix it: Press Create an ad and follow the builder; Running your own ad in the exchange has the steps. An ad you were building and did not submit is kept as a draft on this device, so the builder opens where you stopped.

An ad stays In review​

  • Where you see it: The website. The row's badge reads In review, and Why? says "Your ad hasn’t been approved yet — nothing runs until a reviewer approves it."
  • Plans affected: Every plan.
  • Why it happens: A person reviews every ad and has not decided on this one yet. The product sets no review deadline, and no plan moves an ad up the queue. Priority Review marks the ad for reviewers to pick up first; it does not promise a time.
  • How to fix it: Wait for the decision, which arrives by email and on Telegram. The ad holds one of your plan's ad slots meanwhile. If you would rather not wait, press Cancel; while no placement has run, anything you paid comes back in full.

"Declined"​

  • Where you see it: The website, as the row's badge with "Reason:" and the reviewer's reason. Telegram and email carry the notice "Your ad was not approved". In Telegram it can begin "A reviewer could not approve this ad as written; their reason is below." and end "Fix what the reason says and submit it again, or appeal the decision from the exchange page if you think the reviewer got it wrong."
  • Plans affected: Every plan.
  • Why it happens: A reviewer could not approve the ad as written. The reason is quoted on the row and in the notice.
  • How to fix it: Build a new ad that fixes what the reason names. If you think the reviewer got it wrong, press Appeal; you get one appeal per ad. Any delivery charge and any credits spent on extra placements were returned automatically. A decline does not lower your reliability, and the ad no longer holds a slot.

"Paused — the pool is short"​

  • Where you see it: The website, on the row, with how many channels your plan needs and how many remain. Telegram and email carry "Your exchange ad is paused — the pool is short", and later "Your exchange ad is running again".
  • Plans affected: Every plan.
  • Why it happens: Fewer eligible channels remain than the placements your ad is still owed this cycle. Ads run only while the exchange can carry them.
  • How to fix it: You do not need to do anything; the ad resumes by itself when more channels are available. Nothing is charged while it waits, and placements already live finish their 24 hours. A boost you already paid for is not refunded by the pause. While this is your only ad, your own channels do not host. If you would rather not wait, cancel and submit again with a wider audience or a lower level.

"Paused — you’re not hosting any channel right now; the exchange is reciprocal. Enrol a channel and it resumes automatically."​

  • Where you see it: The website, on the row. If the ad is approved while you host nothing, the notice "Your ad is approved" shows "Status: Approved, waiting for your channel" and says "It starts once you have a channel in the Subscriber Exchange again". An appeal accepted while you host nothing says the same after "A reviewer looked again and approved your ad."
  • Plans affected: Every plan.
  • Why it happens: Your last hosting channel was withdrawn or removed. Your ads run only while you host other members' ads.
  • How to fix it: Enrol a channel on My channels. The ad starts again by itself once the channel shows Hosting. Nothing is refunded for the pause. You can still cancel the ad.

"Waiting to start"​

  • Where you see it: The website, as the row's badge once the ad is approved. The amber line under the ad reads "The exchange needs N more channels before it can carry this ad", or "The exchange does not have enough channels to carry this ad yet." when it has no count to show. It includes "It starts by itself and we tell you when it does." While the same ad is still with a reviewer, the badge reads In review and the line begins "After review it waits for the exchange to grow."
  • Plans affected: Every plan.
  • Why it happens: The ad was saved while the exchange had too few channels that accept it.
  • How to fix it: Wait; nothing has been charged or placed. Anything the ad costs is taken when it starts. While it waits your own channels do not host other members' ads, unless another of your ads is running. To start sooner, cancel and submit again with a wider audience or a lower level.

"Your exchange ad is ready but could not start"​

  • Where you see it: Telegram, email and your notification feed. The row reads "It is held because you do not have the credits for its extra placements; it starts once you do." or "It is held because your wallet does not cover its delivery upgrade; it starts once it does." The message ends with what to do: "Earn credits by hosting, or cancel the ad and submit it again without the extra drops." or "Top up your wallet, or cancel the ad and submit it again on Standard delivery."
  • Plans affected: Every plan.
  • Why it happens: The exchange can now carry your waiting ad, but the credits or wallet balance for its extras are not there. A waiting ad is charged when it starts, not when you submit.
  • How to fix it: For the credits case, host ads to earn them. For the wallet case, add funds. The ad then starts by itself. Or cancel it and submit again without the extras. Nothing was charged.

"Stopped by Onflow Ads"​

  • Where you see it: The website, as the row's badge, with the team's reason and "It won’t be placed again." When no reason is given it reads "Our team stopped this ad."
  • Plans affected: Every plan.
  • Why it happens: The Onflow Ads team stopped the ad, for example because it broke a rule or its topic or content level is no longer carried.
  • How to fix it: The ad will not run again and cannot be appealed from the page. It no longer counts toward your ad limit, so you can write a new ad that fits the rules. If you think the stop was wrong, contact support and quote the Campaign ID on the row.

An ad is Running but shows no placements yet​

  • Where you see it: The website. The badge reads Running and the "This cycle" tile has not moved. Why? shows "On the even schedule", "Scheduled start" or "Reliability".
  • Plans affected: Every plan.
  • Why it happens: Usually nothing is wrong. Placements are spread across the 30-day cycle, not posted all at once. A scheduled start, narrow posting hours or a low reliability score also delay or reduce them.
  • How to fix it: Press Why? and read the date of the next placement or the scheduled start. If you set posting hours, remember that an ad outside its hours waits. The row's timeline shows the next placement.

"Couldn’t load the diagnostic just now."​

  • Where you see it: The website, in the panel that Why? opens. Related wordings are "We couldn’t find that ad." and, for an ad that was cancelled or has finished, "This ad is no longer active, so it isn’t being placed." You may also find that a row has no Why? button at all.
  • Plans affected: Every plan.
  • Why it happens: The panel could not be loaded on this attempt. The button itself is not offered on rows that read Paused, Waiting to start or Declined.
  • How to fix it: Press Why? again, or reload the page. On a paused, waiting or declined ad, read the coloured line on the row instead; it gives the reason.

"One placement of your ad ended early"​

  • Where you see it: Telegram and your notification feed on the website. No email is sent for this message.
  • Plans affected: Every plan.
  • Why it happens: A channel took your ad down before its 24 hours were up, or removed the bot's rights while the ad was live there. That one placement got less exposure than planned.
  • How to fix it: You do not need to do anything. Only that placement is affected; your other placements, your reliability and your money are untouched. The removal is recorded against the host, who is not named.

Cancelling an ad​

These problems appear when you press Cancel on an ad's row, or when you look for the refund afterwards. Cancel is offered on ads that are in review, running, paused or waiting to start.

"Ad not found, or it can no longer be cancelled."​

  • Where you see it: The website, after you confirm in the "Cancel ad" dialog. Related wordings are "Ad not found." and "Could not cancel that ad."
  • Plans affected: Every plan.
  • Why it happens: The ad already ended: it was cancelled in another tab, declined or stopped. The last wording also appears when the request did not get through.
  • How to fix it: Reload the page and look at the row. If the ad is still listed and can still be cancelled, press Cancel again.

You cancelled an ad and no money came back​

  • Where you see it: The website. The notice reads "Ad your Campaign ID cancelled. Any placement already live will finish its 24 hours." with no sentence about a refund.
  • Plans affected: Every plan.
  • Why it happens: A refund is paid only when no placement has run. Once one placement has run, the boost, Priority Review and credits for extra placements are kept, because part of the service was delivered. A waiting ad was never charged, so it has nothing to refund.
  • How to fix it: There is nothing to claim in those cases. If no placement had run and a charge is still missing from your wallet, contact support with the Campaign ID and the wallet reference of the charge.

The cancel message does not mention your credits​

  • Where you see it: The website. The "Ad cancelled" notice names the delivery charge returned to your wallet and says nothing about credits.
  • Plans affected: Lite and above. Free cannot spend credits.
  • Why it happens: The notice only reports the wallet refund. When no placement had run, the credits you spent on extra placements are returned too.
  • How to fix it: Open the Hub and read the credits line; the balance includes the returned credits. If it does not after you reload, contact support with the Campaign ID.

A refund came back but cannot be withdrawn​

  • Where you see it: The website, in your wallet after a cancelled or declined ad.
  • Plans affected: Every plan.
  • Why it happens: A refund returns as the kind of balance that paid the charge. Promotional balance is spent first, so the part paid from it comes back as promotional balance, which can be spent but not withdrawn.
  • How to fix it: Nothing is missing. Use the balance for another ad or elsewhere on Onflow Ads. The rule is in the Refund policy and top-up refunds.

Appealing a declined ad​

These problems appear after you press Appeal on a row that reads Declined. The form is titled "Appeal this decision" and you send it with Send appeal.

"Please give a sentence or two the reviewer can weigh."​

  • Where you see it: The website, in the appeal form. Related wordings are "Tell us why you think the decline was wrong — a sentence or two the reviewer can weigh.", "Keep the appeal to 1,000 characters — yours is longer. Nothing was sent." and "Could not submit that appeal."
  • Plans affected: Every plan.
  • Why it happens: The appeal text is too short or too long. It must be between 10 and 1,000 characters.
  • How to fix it: Write one or two full sentences that say why the ad fits the rules, then press Send appeal. If the page refuses because of your reliability score instead, see Troubleshooting Subscriber Exchange.

"You’ve already appealed this ad — it’s with our reviewers."​

  • Where you see it: The website, when you send an appeal. A related wording is "Only a declined ad can be appealed."
  • Plans affected: Every plan.
  • Why it happens: Each ad gets one appeal, and this one already has it. The second wording appears when the ad is no longer declined, for example after an appeal was accepted in another tab.
  • How to fix it: Reload the page and read the pill on the row: Appeal pending, Appeal accepted or Appeal declined. A declined appeal also arrives as the notice "Your appeal was not accepted". In Telegram it can show "Status: Decline stands", the line "A reviewer reconsidered your ad and is keeping the original decision." and the next step "Fix the ad and submit it fresh from the exchange page." Build a corrected ad and submit it as a new one. A decline never lowers your reliability.

"Our team has stopped this ad, so it can’t be re-approved on appeal."​

  • Where you see it: The website, when you send an appeal. The message ends "Contact support if you think that was wrong." A related wording is "Onflow Ads no longer carries this content level or topic, so this ad can’t be re-approved on appeal. Write a new ad at a level and topic we carry."
  • Plans affected: Every plan.
  • Why it happens: The team stopped the ad, or its content level or topic is no longer carried. An appeal cannot bring back either kind.
  • How to fix it: Write a new ad at a level and topic the builder offers. If you think the team's stop was wrong, contact support and quote the Campaign ID.

An appeal stays on Appeal pending​

  • Where you see it: The website, as the pill on the declined row.
  • Plans affected: Every plan. On Elite and above an appeal is marked for reviewers to look at first.
  • Why it happens: A person reads every appeal and no deadline is set for the answer. An accepted appeal also needs a free ad slot: if your plan's slots are all in use, the ad cannot be brought back yet.
  • How to fix it: Wait for the answer, which arrives on Telegram and by email. Keep one ad slot free while an appeal is open; cancel an ad you no longer need if your limit is reached.

An accepted appeal runs without the boost you paid for​

  • Where you see it: The website, Telegram and email. The notice "Your appeal was accepted" says the ad runs "at your subscription's cadence".
  • Plans affected: Every plan.
  • Why it happens: The decline refunded your delivery boost, Priority Review and extra-placement credits. An accepted appeal restores the ad on standard delivery; it does not buy the extras again.
  • How to fix it: Nothing was lost: the money and credits are back in your balances. If the boost matters, cancel the restored ad before a placement runs and submit a new ad with the boost.

The AI writing and image tools​

These problems appear in the dialog that Write my ad with AI opens on the Write step. Your allowances are on AI allowance and limits by plan.

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

  • Where you see it: The website, in the AI dialog and under Targeting copilot; a plan card may appear with it. Related wordings are "You've used this month's AI actions. They reset on the 1st of the month (UTC).", "You've used your daily and/or monthly AI actions.", "You have used your AI allowance for now." and "AI is paused while your account is under review."
  • Plans affected: Every plan.
  • Why it happens: Your daily or monthly AI allowance is used. It is shared with the other AI text tools on the site. The last wording appears while a review of your account is open.
  • How to fix it: Wait for the reset the message names, and write the ad by hand meanwhile. The meter in the dialog is your live figure. No action was used by the refused request.

"Please wait a moment before your next AI request."​

  • Where you see it: The website, under Targeting copilot. In the AI dialog the wording names how many seconds to wait.
  • Plans affected: Every plan.
  • Why it happens: Two AI requests were sent too close together.
  • How to fix it: Wait for the time the message names, then press the button once. No action was used.

"Tell the AI what the post is about first."​

  • Where you see it: The website, on the Generate tab of the AI dialog. A related wording is "Describe the channel or offer you’re promoting."
  • Plans affected: Every plan.
  • Why it happens: The brief is empty or only a few characters long.
  • How to fix it: Describe your channel or offer in a sentence or two, then press Generate. No action was used.

"Couldn’t draft that just now — no action was used."​

  • Where you see it: The website, in the AI dialog. Related wordings are "The draft broke our content rules, so it was not used and no action was spent. Try a different brief.", "That request breaks our content policy. Please try a different, on-topic prompt.", "The AI returned nothing - nothing was used.", "The AI could not do that just now - nothing was used.", "Network error - please try again.", "AI is temporarily unavailable. Please try again shortly.", "This AI feature is currently turned off.", "This AI feature isn’t available right now." and "Could not read your AI allowance - you can still try."
  • Plans affected: Every plan.
  • Why it happens: The AI tool produced nothing usable, the brief or the draft broke the content rules, or the tool is unavailable for a while.
  • How to fix it: Write a fuller brief that stays on the topic of your channel, or try again later. An action is handed back whenever nothing usable is produced. The rules are on Content rules for the AI tools.

"AI images are not available on this account."​

  • Where you see it: The website, on the Image tab of the AI dialog, with a card that says which plans can create AI images. Other lock lines are "AI image generation isn’t included on this account.", "Image generation is temporarily unavailable.", "AI is paused on your account while a review is open.", "AI images are not available right now.", "Image generation is limited while your reliability recovers.", "AI images are not available on your account right now." and "You've used your AI image allowance (daily and/or monthly). Daily resets at 00:00 UTC, monthly on the 1st."
  • Plans affected: Free, Lite, Plus and Elite see the plan lock. Master and Ultimate can see the other lines.
  • Why it happens: AI images are part of Master and Ultimate. On those plans the tab also locks when your image allowance is used, while your reliability is low, or while a review of your account is open.
  • How to fix it: Upload a picture of your own on the Media step. On Master and Ultimate, wait for the allowance to reset: daily at 00:00 UTC, monthly on the 1st.

"The AI couldn't create that image just now — no image was used."​

  • Where you see it: The website, on the Image tab. Related wordings are "Describe the image you want.", "Describe the image you want the AI to create.", "The generated image broke our content rules, so it was not used and no image was spent. Try a different description.", "Couldn’t attach the generated image — no image was used. Please try again in a moment.", "The AI hit an unexpected error. No image was used. Please try again in a moment.", "The AI returned no image - nothing was used." and a message that Telegram would not accept the generated image.
  • Plans affected: Master and Ultimate.
  • Why it happens: No picture was produced, the picture broke the content rules, or it could not be attached to your ad.
  • How to fix it: Try again in a moment, or describe the picture differently. Nothing was taken from your image allowance. If it keeps failing, upload your own picture on the Media step.

Swaps​

These problems concern an ad that runs as Swap with one partner. A swap involves no money and no credits, so nothing is charged or refunded in any of these cases.

"Choose one of your channels to host your partner’s ad."​

  • Where you see it: The website, on the Delivery step or when you submit. Related wordings are "A swap needs one of your channels to host your partner’s ad in return.", "Pick one of your own active channels to host your partner’s ad." and a longer message that says a swap "can’t use a channel with Review ads on".
  • Plans affected: Every plan.
  • Why it happens: No channel is picked, the channel you picked is no longer hosting, or it has Review ads switched on. A swap posts your partner's ad without asking first, so it cannot use a channel that reviews ads.
  • How to fix it: Pick a hosting channel that does not read "Review ads on" in the menu. Or open My channels, switch Review ads off for that channel, and submit again.

A swap stays on "Waiting for a compatible partner channel to join."​

  • Where you see it: The website, in the Why? panel under "Swap partner". Another wording begins "This swap can’t be paired while the channel it offers has Review ads on."
  • Plans affected: Every plan.
  • Why it happens: No other member has offered a swap that fits yours yet. A partner must be a different account with a channel of comparable size, and each channel must accept the other's level and topic. A swap also cannot pair while your offered channel reviews ads.
  • How to fix it: Wait, or switch Review ads off for the offered channel. The swap holds one ad slot while it waits. Cancelling it is free; you can then run the ad as Broadcast to the pool instead.

"A swap was called off"​

  • Where you see it: Telegram, as a message from the bot. A related title is "A swap could not complete". On the website, Why? says the swap was called off before it ran, or could not be completed, and gives the reason.
  • Plans affected: Every plan.
  • Why it happens: Your partner's ad stopped before the two ads went up, or both sides could not be posted.
  • How to fix it: You do not need to do anything, and nothing counts against you. The messages say "Your swap partner’s ad stopped running before this pairing went up, so the swap was called off." or "We could not post both sides, so the swap was cancelled and neither side counts against you." Both end "Nothing to do. Your ad is free to be matched for a new swap." You can also submit a new swap.

"A swap ended early"​

  • Where you see it: Telegram, as a message from the bot. A related title is "A swap could not be closed cleanly".
  • Plans affected: Every plan.
  • Why it happens: In a swap both ads must stay up for the same full time. One side took its half down early, or removed the bot's rights, so the whole trade was undone or could not be taken down on schedule.
  • How to fix it: If your side kept its ad up, nothing counts against you and you can submit a new swap. If your side broke it, the message shows "Reliability: Early removal recorded", or says that the blocked take-down was recorded. The removal is then judged like any other early removal, your plan's free passes included, and a second message tells you the outcome. Restore the bot's rights in your channel if they were removed. See Subscriber Exchange rules and fair play.

"A swap ad was cancelled"​

  • Where you see it: Telegram, as a message from the bot.
  • Plans affected: Every plan.
  • Why it happens: The channel you picked to host your partner's ad is no longer hosting, so no partner could be matched.
  • How to fix it: The message says "Re-create the swap using one of your active channels." Create the swap again and pick one of your channels that shows Hosting. If an earlier pairing of the same swap already ran, the message says so, and that placement is not affected.

The Delivery Floor on Ultimate​

These problems concern the automatic make-good for a short cycle of a broadcast ad. How it works is on The Delivery Floor on Ultimate.

An Ultimate cycle looked short and no Boost credit arrived​

  • Where you see it: The website. A finished cycle shows fewer placements than you expected, and your Boost credit balance did not rise.
  • Plans affected: Ultimate.
  • Why it happens: A cycle is compared with what the exchange could realistically have delivered, which depends on how many channels matched your level, topic and targeting. A cycle is not covered when delivery met that line, when no channel matched at all, or when the ad was cancelled. It is also not covered when the ad was paused or resumed during the cycle, when the ad is a swap, or when that cycle ran on another plan. A cycle that only just closed has not been worked out yet.
  • How to fix it: Press Why? on the ad and read "Matching channels". If few channels match, your targeting is the limit; a new ad with wider targeting reaches more. If none of the cases above applies, contact support with the Campaign ID and the dates of the cycle.

Boost credit arrived without a message​

  • Where you see it: The website, as a higher Boost credit balance.
  • Plans affected: Ultimate.
  • Why it happens: The Delivery Floor make-good is paid as Boost credit and no notice is sent for it.
  • How to fix it: Nothing is wrong. The credit is yours to spend; see Boost credit and referrals.

Still stuck?​

The fastest way to reach support is https://onflowads.com/support, which opens the support chat whether you are signed in or not. Include these four things so the first answer can be a useful one:

  • What you were doing, and on which builder step or which row of My advertisements.
  • The exact message, copied word for word, including any reference it asks you to quote.
  • The Campaign ID shown on the ad's row, and the Swap ID for a swap.
  • The time it happened, with your time zone.

For the other ways to get help, see Help and support overview.

More help for the exchange and for the things these cards point to.

Last updated on