Troubleshooting hosting in the exchange

This page covers every problem you can meet while your channel hosts other members' ads in the Subscriber Exchange. Find the message you see, or the thing that is not working.

Unless a card says otherwise, a refused action changes nothing and takes no money or credits. Problems with your own ad are on Troubleshooting your exchange ads. Sign-in, connection and reliability problems are on Troubleshooting Subscriber Exchange.

Enrolling a channel

These messages appear in the three steps that open when you press Add a channel on the exchange page: Your channel, Add the bot and Content level.

"Enter your channel first."

• Where you see it: Step Your channel, after you press Continue (website). A later step can show "Enter your channel's public link or @username." for the same reason.
• Plans affected: Every plan.
• Why it happens: The Channel link or username field is empty.
• How to fix it: Type your channel's @username or paste its public t.me link, then press Continue.

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

• Where you see it: Step Your channel, after you press Continue (website). On most plans a card titled "More room on the next plan" slides in with a See plans button, and you stay on the first step. On Ultimate the sentence appears in a notice titled "Plan limit reached". The same sentence can also appear under the button on a later step.
• Plans affected: Every plan. Each plan has its own limit.
• Why it happens: You already have as many channels in the exchange as your plan allows. Hosting channels and paused channels both count.
• How to fix it: Press Leave on a channel you no longer need, or move to a plan with more room. The limits are listed on Subscriber Exchange plans and limits. A channel you already enrolled can still go through Add a channel again at the limit.

"We couldn’t reach that channel. Add @OnflowAdsBot as an administrator first, then try again."

• Where you see it: Step Add the bot, after you press I've added the bot — verify (website). Two other wordings mean the same: "Add @OnflowAdsBot to the channel as an administrator, then try again." and "We could not verify that channel."
• Plans affected: Every plan.
• Why it happens: The @username is misspelled, or the bot is not an administrator of that channel yet.
• How to fix it:
  1. Press Back and check the spelling of the channel.
  2. In Telegram, open the channel, then Administrators, then Add Admin, and add @OnflowAdsBot.
  3. Switch on Post Messages and Delete Messages.
  4. Return to the website and press I've added the bot — verify.

"Only public Telegram channels can join the exchange."

• Where you see it: Step Add the bot, after you press I've added the bot — verify (website).
• Plans affected: Every plan.
• Why it happens: You entered a group, a private channel or a personal account. The exchange takes public channels only.
• How to fix it: Enrol a public channel, which is one that has its own @username. If your channel is private, give it a public username in Telegram first.

The bot is an administrator but a permission is still missing

• Where you see it: Step Add the bot (website). A cross appears beside a permission and the message reads "@OnflowAdsBot is an admin but still needs: the permissions named. Turn these on in the channel’s administrator settings, then try again." At the last step you may see "We couldn’t confirm @OnflowAdsBot's permissions on that channel. Check the admin rights and try again."
• Plans affected: Every plan.
• Why it happens: Post Messages or Delete Messages is switched off for the bot, or was switched off between two steps. The bot needs both: one to publish a placement, the other to take it down after 24 hours. The step says so itself: "We need Delete Messages because the exchange promises every placement comes down after 24 hours. Without it we can't keep that promise, so we can't enrol the channel."
• How to fix it:
  1. In Telegram, open your channel and go to Administrators.
  2. Tap @OnflowAdsBot and switch on every permission the message names.
  3. Save, return to the website and press I've added the bot — verify.

Lite plan · Adding a channel: the bot is an administrator but Delete Messages is switched off The second step when a required permission is off. 1 The three steps; you are on Add the bot. 2 The cross marks the permission that is switched off. 3 The message names what is missing. 4 Press this button again after you switch the permission on in Telegram.

"Your Telegram account is not an admin of this channel"

• Where you see it: Step Add the bot (website). The step's heading changes to this line, or names the Telegram account that was checked. Below it you read that @OnflowAdsBot is already an admin with every right it needs.
• Plans affected: Every plan.
• Why it happens: The bot is set up correctly, but the Telegram account connected to your Onflow Ads account is not an administrator of the channel. This is common when you manage the channel from a second Telegram account.
• How to fix it: Make the connected Telegram account an administrator of the channel, then press Check again. Press See your linked Telegram to confirm which account is connected. To connect a different one, see Connecting your Telegram account to the bot.

The page asks you to add a second account as an administrator

• Where you see it: Step Add the bot, the first time a channel is enrolled (website). The message names an account and five numbered steps appear under it.
• Plans affected: Every plan.
• Why it happens: A channel that joins the exchange for the first time needs this account added as an administrator with every power switched off. It cannot post, edit, delete or invite anyone.
• How to fix it: Follow the five steps on screen in order. On the permissions screen in Telegram, switch off every power before you save. Then return to the website and press I've added the bot — verify.

"That channel is already enrolled in the exchange by another account."

• Where you see it: Step Add the bot or step Content level (website). The shorter wording is "That channel is already enrolled by another account."
• Plans affected: Every plan.
• Why it happens: Another Onflow Ads account already has this channel in the exchange. A channel can belong to one account at a time.
• How to fix it: If the other account is yours, sign in there and press Leave on the channel, then enrol it from this account. If you do not know the other account, contact support and send the channel's @username.

"The Subscriber Exchange needs channels with at least the minimum shown subscribers. This channel has your channel's count."

• Where you see it: Step Add the bot or after you press Join the exchange (website).
• Plans affected: Every plan.
• Why it happens: A channel joining for the first time must have a minimum number of subscribers. The message names the minimum and your channel's count. Channels already in the exchange are never removed by this rule.
• How to fix it: Enrol a larger channel, or come back when this one has grown past the minimum in the message.

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

• Where you see it: Step Content level, after you press Join the exchange (website).
• Plans affected: Every plan.
• Why it happens: The channel's subscriber count could not be read at that moment. Nothing is wrong with your channel or your account.
• How to fix it: Wait a moment and press Join the exchange again. You do not need to remove and add the bot.

"This channel can't be used on Onflow Ads for the Subscriber Exchange."

• Where you see it: Step Add the bot or step Content level (website). The message continues with how to object and a reference, and may end with a reason.
• Plans affected: Every plan.
• Why it happens: The Onflow Ads team has blocked this channel from the exchange. You were sent an email about the decision.
• How to fix it: If you believe it is a mistake, reply to that email, or open a support request and quote the reference shown in the message. See Appealing a penalty or a decision.

"Onflow Ads doesn’t list channels about gambling, betting, casinos or lotteries, adult content, illegal drugs, weapons, scams, hacking or stolen data, fake documents, or terrorism."

• Where you see it: Step Add the bot or step Content level (website).
• Plans affected: Every plan.
• Why it happens: The channel appears to be about one of the subjects the platform does not accept. These subjects are refused on every plan and at every content level.
• How to fix it: Enrol a different channel. If the channel is not about any of these subjects, open a support request and quote the channel's @username.

"Telegram isn’t answering us right now, so we couldn’t check the channel."

• Where you see it: Any step of Add a channel (website). The full message adds "Nothing is wrong on your side — try again in a minute." A rarer wording is "Telegram isn’t configured yet — please try again later."
• Plans affected: Every plan.
• Why it happens: Telegram did not reply when the channel was checked. Your channel and the bot's permissions are not the cause.
• How to fix it: Wait a minute and press the same button again. Leave the bot in the channel as it is.

"Choose the highest level you’ll host."

• Where you see it: Step Content level, after you press Join the exchange (website). Other wordings: "Choose the highest content level you're willing to host." and "Could not enrol that channel."
• Plans affected: Every plan.
• Why it happens: No content level is selected, or the request did not go through.
• How to fix it: Pick one of the three levels and press Join the exchange. The level is the highest kind of ad your channel accepts. Hosting exchange ads in your channel describes each level.

A channel joined but is still suspended until a date

• Where you see it: The notice titled "Channel added" (website). After the usual sentence it reads "It is still suspended from the exchange until the date shown, so it receives no placements before then."
• Plans affected: Every plan.
• Why it happens: The channel was enrolled again while an earlier suspension was still running. Leaving and enrolling again never shortens a suspension.
• How to fix it: Wait for the date in the notice. The channel starts receiving ads by itself after that date, and you do not need to enrol it again.

Your channel list and channel profile

These cards cover the My channels view, the tile about your channels on the Hub, and the Profile & controls panel on each channel row.

A channel shows Suspended

• Where you see it: My channels, on the channel row (website). Under it you read "Paused from the exchange after an early removal — this lifts automatically on the date shown."
• Plans affected: Every plan.
• Why it happens: Repeated early removals of hosted ads paused your channels, or the Onflow Ads team paused this one. A suspended channel receives no ads and earns no credits until the date.
• How to fix it: Wait for the date on the row. The suspension lifts by itself and there is nothing to pay. If you think the removals were recorded in error, appeal from your reliability page. The rules are on Subscriber Exchange rules and fair play.

"No topics or language set — only untargeted ads can match this channel."

• Where you see it: My channels, as a warning line on the channel row (website).
• Plans affected: Every plan.
• Why it happens: The channel's profile has no topics or no language. The channel still hosts ads that target nobody in particular, but ads aimed at a topic or language cannot find it. That means fewer placements and fewer credits.
• How to fix it: Press Profile & controls, choose the topics the channel is about and its language, then press Save profile. You see "Saved. New matches use this profile immediately."

The Hub says your channels are enrolled but not hosting

• Where you see it: The Hub, on the tile about your channels (website). It reads "N channels enrolled" followed by one of: "not hosting until your ad can start", "not hosting while your ad is paused for a small exchange", "not hosting until the exchange is big enough for your plan", or "paused from hosting for now". The third wording can end with how many more channels the exchange needs.
• Plans affected: Every plan. A higher plan needs a larger exchange.
• Why it happens: The exchange is reciprocal. While it is too small to carry your own ad on your plan, your channels do not host either. The last wording appears when every one of your channels is suspended.
• How to fix it: Nothing is held against you, and hosting starts again by itself as more channels join. If your own ad is waiting, a wider audience or a lower content level on that ad can end the wait sooner. See The pool gate.

A channel shows Hosting but receives no ads

• Where you see it: My channels (website). The row shows Hosting, but the hosted count on the row does not move.
• Plans affected: Every plan.
• Why it happens: No ad in the exchange fits the channel right now. The usual reasons are your content level, your refused topics, your weekly limit, your quiet hours, or an incomplete profile. Ads are also spread out, so a channel does not receive one after another. Review requests that run out of time are skipped too.
• How to fix it:
  1. Open Profile & controls and set topics and a language.
  2. Raise Max ads per week, or shorten your quiet hours.
  3. Remove topics from Topics you refuse to host that you no longer mind.
  4. If Review ads is on, answer each request before its decide-by time.
  5. Check the Hub for a pause banner or a low reliability banner, and follow Troubleshooting Subscriber Exchange if you see one.

"Choose at most the limit shown topics — picking everything helps nobody find you."

• Where you see it: Profile & controls, under Save profile (website). Related wordings for the other lists: "That isn’t a topic we recognise.", "“the topic” is no longer offered on Onflow Ads. Remove it and try again.", "Choose a language from the list." and "Choose a country from the list."
• Plans affected: Every plan.
• Why it happens: You picked more topics than a channel may have, or a saved topic, language or country is no longer on the list.
• How to fix it: Remove topics until you are within the number in the message, or remove the entry the message names. Then press Save profile. Nothing was saved by the refused attempt.

"Choose between 1 and 21 ads a week, or clear it to use the default of the default shown."

• Where you see it: Profile & controls, under Save profile (website). A second wording is "Set a whole number of ads per week."
• Plans affected: Every plan.
• Why it happens: Max ads per week holds a number outside 1 to 21, or something that is not a whole number.
• How to fix it: Enter a whole number from 1 to 21, or empty the field to use the default printed in the field. Then press Save profile.

"Set both a start and an end hour for quiet hours, or neither."

• Where you see it: Profile & controls, under Save profile (website). If both hours are the same you see "A quiet hours window needs a start and end that differ" followed by the hour you chose twice.
• Plans affected: Every plan.
• Why it happens: Only one of the two quiet-hour menus is set, or both are set to the same hour.
• How to fix it: Choose a start hour and a different end hour, or set both menus back to the dash. Quiet hours are in UTC; the hint beside the menus shows how your own clock compares.

"Could not save the profile."

• Where you see it: Profile & controls, under Save profile (website). If you pressed Save profile without changing anything, you see "Nothing to change."
• Plans affected: Every plan.
• Why it happens: The save did not go through, or there was nothing new to save.
• How to fix it: Check your connection and press Save profile again. "Nothing to change." needs no action: your profile is already as shown.

"Channel not found."

• Where you see it: My channels, after you press a button on a channel row or in one of its panels (website).
• Plans affected: Every plan.
• Why it happens: The row on your screen is out of date. The channel was withdrawn in another tab or on another device, or the Onflow Ads team removed it.
• How to fix it: Reload the page. If the channel is gone and you did not withdraw it, look for the message "Your channel was removed from the exchange" described further down this page.

The Hub says your ads use more placements than your channels offer

• Where you see it: The Hub, in the card "How it works" (website). The line reads "Your ads consume ~N placements a cycle but your channels only offer ~M. Hosting more (or raising a channel’s weekly cap) keeps the exchange fair — and earns you credits." When the two are level, the line begins "Your reciprocity is balanced".
• Plans affected: Every plan. A higher plan runs each ad in more channels, so the first number is larger.
• Why it happens: The line compares the placements your own ads use in a 30-day cycle with the placements your channels can host in that time. It is a reminder, not a refusal: nothing is stopped or held because of it.
• How to fix it: You do not have to act. To bring the two closer, open Profile & controls on a channel and raise Max ads per week, or enrol another channel. Each full placement your channels host also earns you credits.

"No channels yet. Add one to start hosting ads — that’s what unlocks running your own."

• Where you see it: My channels, when the list is empty (website).
• Plans affected: Every plan.
• Why it happens: You have no channel in the exchange. You cannot run an ad of your own until one of your channels hosts.
• How to fix it: Press Add a channel and complete the three steps. Getting started with the Subscriber Exchange walks through them.

There is no Hosted ads button on a channel row

• Where you see it: My channels (website). The row has Review ads, Profile & controls and Leave, but no Hosted ads.
• Plans affected: Every plan.
• Why it happens: The button shows only while the channel has an ad that is live now or one that ran its full 24 hours. A channel that has carried nothing yet, or only ads that came down early, has no button.
• How to fix it: Nothing to do. The button appears as soon as the next ad is posted in that channel.

Leaving the exchange with a channel

These cards cover what you see after you press Leave on a channel row and confirm with Withdraw. Placements already live in the channel finish their 24 hours.

Swap campaigns were cancelled when you withdrew a channel

• Where you see it: The notice after Leave (website). It reads "N swap campaigns were cancelled — a swap offers this channel to the partner, so it can’t stand without it. Re-create them from one of your other channels."
• Plans affected: Every plan.
• Why it happens: The channel you withdrew was the one you offered to host your swap partner's ad. A swap cannot continue without it.
• How to fix it: Create the swap again and offer a different channel. A swap costs nothing, so there is nothing to refund. See Exchange swaps with one partner channel.

Your own ads paused after you withdrew your last channel

• Where you see it: The notice after Leave (website). It reads "That was your last hosting channel, so N of your own ads have been paused — the exchange is reciprocal. Add a channel back and they resume automatically."
• Plans affected: Every plan.
• Why it happens: Your ads run only while at least one of your channels hosts. With no hosting channel left, every running ad of yours is paused. Nothing is refunded by a pause.
• How to fix it: Enrol any channel and the ads resume by themselves. If you would rather stop, press Cancel on the ad in My advertisements. Delivery boosts and Priority Review explains what a cancelled ad gets back.

"Could not withdraw that channel."

• Where you see it: My channels, after you confirm Withdraw (website).
• Plans affected: Every plan.
• Why it happens: The request did not go through. The channel is still in the exchange.
• How to fix it: Reload the page and check the row. If the channel is still listed, press Leave again.

Reviewing ads before they post

These cards cover the Review ads switch on a channel row and the card Ads waiting for your review on the Hub. The full task is on Reviewing exchange ads before they post.

The review switch will not turn on

• Where you see it: My channels, after you press Review ads: Off (website). The message begins "This channel is offered in a swap that is still looking for a partner." and ends "Cancel that swap first, then turn Review ads on." With more than one open swap it reads "This channel is offered in N swaps that are still looking for a partner." and ends "Cancel them first, then turn Review ads on." If the request did not go through, you see "Could not change that setting."
• Plans affected: Every plan.
• Why it happens: A swap posts your partner's ad in your channel without asking you first, so a channel offered in an open swap cannot have review switched on.
• How to fix it: Open My advertisements and cancel the swap that offers this channel, then press Review ads: Off again. Or keep the swap and offer a different channel for it. For "Could not change that setting.", reload and try again.

"That review is no longer pending."

• Where you see it: The Hub, on the card Ads waiting for your review, after you press Approve or Decline (website).
• Plans affected: Every plan.
• Why it happens: The request is already closed. Its time ran out, you decided it in another tab or through the support chat, the advertiser cancelled the ad, or the channel left the exchange.
• How to fix it: Nothing to do. Nothing posts, nothing is held against you, and the entry disappears when the page refreshes.

"That ad no longer needs this placement"

• Where you see it: The Hub, after you press Approve (website). The message continues that the ad has finished its run for now or was stopped, so nothing will post in your channel.
• Plans affected: Every plan.
• Why it happens: While the ad waited for your answer, it was paused or stopped, or it reached all its placements for the cycle.
• How to fix it: Nothing to do. The request is closed, nothing posts, and you neither earn credits nor lose reliability.

"An ad review timed out"

• Where you see it: A message from the bot in Telegram. It says "An ad was waiting for your yes or no, but the time to decide ran out. Nothing was posted to your channel." and shows the channel, the time you were allowed, "Reliability: No change" and "Credits: No credits either way".
• Plans affected: Every plan.
• Why it happens: An ad was held for your decision and the decide-by time passed. The ad was skipped and offered to another channel.
• How to fix it: No action is needed and nothing is held against you. To earn from the next one, decide before the decide-by time on the card. If you cannot check often, switch Review ads off and use Refuse on any ad you do not want.

"An approved ad will not post"

• Where you see it: A message from the bot in Telegram, after you approved an ad.
• Plans affected: Every plan.
• Why it happens: The ad had already reached all its placements for this cycle by the time it could post in your channel.
• How to fix it: Nothing to do. Nothing was posted, no credits were won or lost, and your reliability is unchanged.

"An ad you approved will not be posted after all"

• Where you see it: A notification on the website, a Telegram message and an email. One wording begins "You approved an ad for your channel and we said it would post shortly." The other begins "You approved an ad for your channel. It will not be posted: your channels have paused hosting while the exchange is still too small for your plan and your own ad".
• Plans affected: Every plan.
• Why it happens: One of two things happened after you approved. The advertiser's campaign was paused before the ad went out, or your own channels stopped hosting because the exchange is still too small for your plan. The message says which.
• How to fix it: Nothing to do. Your reliability is untouched and no credits were won or lost. If the campaign starts again, you are asked to review the ad afresh.

The Ads waiting for your review card is missing

• Where you see it: The Hub (website). The card Ads waiting for your review is not there.
• Plans affected: Every plan.
• Why it happens: The card appears only while an ad is held for you. It is hidden when none of your channels has Review ads on, or when nothing is waiting.
• How to fix it: Open My channels and check that the row shows the Review on pill. If it does, nothing is waiting yet. The bot sends "An ad is waiting for your review" with the decide-by time when an ad is held.

A held ad shows as one plain line of text

• Where you see it: The Hub, inside the card Ads waiting for your review (website). The ad appears without its formatting, buttons or list of link destinations.
• Plans affected: Every plan.
• Why it happens: The page could not draw the full preview, so it shows the ad as plain text only. A picture or video attached to the ad is never shown in this preview, even when it loads fully.
• How to fix it: Reload the page before you decide, so you can see the ad's links and buttons and where each one leads.

Refusing a hosted ad

These cards cover the Hosted ads panel on a channel row and its Refuse button. The full task is on Refusing an ad your channel is hosting.

"That ad isn’t one your channel has hosted."

• Where you see it: The Hosted ads panel, after you confirm Refuse ad (website). Other wordings: "Which ad do you want to refuse?" and "Could not refuse that ad."
• Plans affected: Every plan.
• Why it happens: The list on your screen is out of date, or the ad was placed in a different channel of yours.
• How to fix it: Reload the page, then open Hosted ads on the channel that carried the ad and press Refuse there.

"Could not load hosted ads."

• Where you see it: My channels, after you press Hosted ads (website).
• Plans affected: Every plan.
• Why it happens: The list could not be read at that moment.
• How to fix it: Press Hosted ads again. If it fails twice, reload the page.

"No ads hosted here in the last 30 days."

• Where you see it: The Hosted ads panel (website).
• Plans affected: Every plan.
• Why it happens: The panel lists ads placed in that channel in the last 30 days, and there were none.
• How to fix it: Nothing to do. An ad older than 30 days cannot be refused from this list.

You refused an ad but the post is still up

• Where you see it: The Hosted ads panel and your channel. The confirmation line reads "Refused the Campaign ID. It won’t be placed in this channel again." without the words "the live copy is coming down now."
• Plans affected: Every plan.
• Why it happens: Either no copy of the ad was live when you refused, or the ad is half of a swap. A swap ad stays up for its agreed 24 hours, and the Refuse ad dialog says so before you confirm.
• How to fix it: Leave the post where it is. Never delete a hosted ad by hand, because that counts as an early removal. The refusal is recorded, and the ad will not be placed in that channel again.

Messages after an ad came down early

These messages arrive after a hosted ad left your channel before its 24 hours, or after the bot lost its permissions. Each one names the channel and shows what happened to your reliability, your strikes and your credits. The rules behind them are on Subscriber Exchange rules and fair play.

"A hosted ad was removed early"

• Where you see it: A Telegram message. It lists the channel, when the ad went up, when it should have stayed up until, and lines for Reliability, Strikes and Credits.
• Plans affected: Every plan. Lite and above have a number of free early-removal passes each cycle; this message arrives when no pass covered the removal.
• Why it happens: An ad in your channel came down before its 24 hours were up. That breaks the hosting promise. The placement earns no credits, and the message states whether a strike was recorded and whether your reliability changed.
• How to fix it:
  1. Read the Reliability and Strikes lines to see what was recorded.
  2. Open the exchange page. If the Hub shows "Your exchange is paused", wait for the time in the banner.
  3. From now on, remove an unwanted ad with Refuse, never by deleting the post.
  4. If you did not remove the ad, appeal from your reliability page. Support can correct a strike recorded in error.

"The bot lost its rights during a live ad"

• Where you see it: A Telegram message. It ends "Please make the bot an admin again with permission to post and delete messages, and keep it that way, to stay in the exchange."
• Plans affected: Every plan. A free early-removal pass never covers this case.
• Why it happens: The bot's administrator permissions in your channel were removed while an ad was inside its 24 hours. The hosting promise can no longer be kept, so it counts the same as taking the ad down early.
• How to fix it:
  1. In Telegram, open the channel and go to Administrators.
  2. Add @OnflowAdsBot again, or tap it, and switch on Post Messages and Delete Messages.
  3. Keep those permissions on for as long as the channel is in the exchange.
  4. If the Hub shows "Your exchange is paused", wait for the time in the banner.

"We could not take a hosted ad down"

• Where you see it: A Telegram message. Its Reliability line reads "No drop, the ad did serve its full window".
• Plans affected: Every plan.
• Why it happens: The ad ran its full 24 hours, but the bot no longer has permission to delete messages in your channel, so the ad is still up. Your reliability does not drop. The Strikes line says whether a strike was recorded, and the credits for this placement are withheld.
• How to fix it: Give @OnflowAdsBot the Delete Messages permission again and keep it on.

"A placement could not be carried"

• Where you see it: A Telegram message that names the channel and shows the Reliability and Strikes lines.
• Plans affected: Every plan.
• Why it happens: An ad matched to your channel could not be posted, or could not be kept up, because the bot's permissions there had been removed.
• How to fix it: Make @OnflowAdsBot an administrator again with Post Messages and Delete Messages, and keep it that way. If you no longer want to host, press Leave on the channel row instead of removing the bot.

"Hosted ad removed early: no penalty"

• Where you see it: A Telegram message. It shows "Strikes: No strike was recorded" and a line "Free early-removal passes left this cycle".
• Plans affected: Lite and above. Free has no passes.
• Why it happens: An ad you were hosting was removed before its 24 hours, and your plan covered it with a free pass. The message puts it as "your plan covered it, so nothing was charged against you", and adds "Your plan forgives a few accidental early removals each cycle." Your reliability is unchanged and no strike was recorded. The placement still earns no credits.
• How to fix it: Nothing to undo. Keep the remaining passes for real accidents, and use Refuse when you want an ad gone. The number of passes on each plan is on Subscriber Exchange plans and limits.

"A warning about a campaign rule"

• Where you see it: A notification on the website, a Telegram message and an email. Its button is Open the decision.
• Plans affected: Every plan.
• Why it happens: A slip was recorded on one of your placements and treated as a warning only. The message says nothing has been taken from you. Do not count on a warning another time: a later slip can count against your reliability.
• How to fix it: Keep every hosted ad up for its full 24 hours and keep the bot's permissions on. If the slip was not yours, press Open the decision and use Appeal on the page that opens. See Appealing a penalty or a decision.

"Your hosting record was updated"

• Where you see it: Your notifications on the website and an email. It is one sentence about a placement in your channel.
• Plans affected: Every plan.
• Why it happens: It is the short record of a decision already sent to you in Telegram by one of the messages above. It is not a second penalty.
• How to fix it: Read it together with the Telegram message for the same placement, and follow the card for that message. If the sentence says your channels are paused, the date is in the message and on each channel row.

"Your channel was removed from the exchange"

• Where you see it: A notification on the website, a Telegram message and an email. Two related messages are "Your exchange channel's content level was changed" and "Your channel is back in the exchange".
• Plans affected: Every plan.
• Why it happens: The Onflow Ads team acted on your channel. The message gives the reason. A removal message also says whether you can enrol the channel again once the reason is fixed, or whether the channel is banned.
• How to fix it: Fix what the reason names, then enrol the channel again with Add a channel. If the channel is banned, the ban email explains how to appeal. If it was your last hosting channel, your own ads are paused until another channel hosts. "Your channel is back in the exchange" needs no action.

Credits that do not appear

Hosting earns credits only for a placement that stays up its full 24 hours. Earning exchange credits by hosting explains the amounts.

"Hosted ad removed on schedule" arrived but the balance did not move

• Where you see it: The bot's message in Telegram says "Credits: Full window served, credits on the way", but the credits line on the Hub shows the old figure.
• Plans affected: Every plan.
• Why it happens: Credits are added shortly after the ad comes down, not at the same moment. The bot's message says they show in your exchange balance within a few minutes.
• How to fix it: Wait a few minutes and reload the exchange page. If the balance still has not moved, contact support with the Channel ID from the channel row and the time of the bot's message.

A hosted ad earned nothing

• Where you see it: The Hub's credits line and the channel row (website) do not change after an ad left your channel.
• Plans affected: Every plan.
• Why it happens: The placement did not run its full term as a normal exchange placement. You refused it, declined it in review or let the review time out. Or it came down early, or the bot lost its permissions while the ad was live. A swap ad never earns credits either, because each side carries the other's ad instead.
• How to fix it: There is nothing to claim for that placement. To earn from the next one, leave the ad up until the bot removes it and keep the bot's permissions on.

The channel row shows no credits earned

• Where you see it: My channels (website). The line under the channel name ends at the hosted count, with no "credits earned" figure.
• Plans affected: Every plan.
• Why it happens: The figure is shown only once the channel has earned at least one credit. A channel that has earned none shows nothing rather than a zero.
• How to fix it: Nothing to do. The figure appears after the channel's first full placement.

Your channels stopped earning credits

• Where you see it: The Hub's credits line (website) stops rising, although your channels are still listed.
• Plans affected: Every plan.
• Why it happens: No ads are reaching your channels, so nothing is being earned. Your reliability may be under the minimum, your account or a channel may be paused, or the exchange may be too small for your plan for now.
• How to fix it: Read the Hub from the top: a banner or the tile about your channels names the reason. Then follow the cards "The Hub says your channels are enrolled but not hosting" and "A channel shows Hosting but receives no ads" on this page.

Your credit balance went down

• Where you see it: The credits line on the Hub (website) shows fewer credits than before.
• Plans affected: Every plan for a correction by the team. Lite and above for spending, because Free earns credits but cannot spend them.
• Why it happens: You spent credits on Extra placements when you submitted an ad. Rarely, the Onflow Ads team removes credits that a placement should not have earned.
• How to fix it: Check your recent ads in My advertisements for extra placements. How exchange credits work explains spending. If you spent nothing and received no message, contact support with the date you noticed the change.

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. Send these four things so the team can find the problem without asking again:

• What you were doing, for example enrolling a channel or refusing an ad.
• The exact message you saw, copied word for word.
• The Channel ID shown on the channel row, or the Campaign ID of the ad.
• The date and time it happened.

Other ways to get help are on Help and support overview.

Related

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

• Troubleshooting Subscriber Exchange
• Troubleshooting your exchange ads
• Hosting exchange ads in your channel
• Getting started with the Subscriber Exchange
• Subscriber Exchange rules and fair play
• Help and support overview