Skip to main content

Reporting a problem with a Boost order

If a Boost / SMM order did not deliver the way it should have, do not write a general support message. Use Report a problem on the order itself. It opens a support ticket for you, attaches the order's full details, and is filed at high priority.

The Onflow Ads Boost orders page, headed “Every order, tracked to proof” under the DELIVERY CONSOLE eyebrow, with a balance strip reading Balance $427.50 and Boost credit $18.40 next to an Export CSV button, filter pills reading All · 6, In progress · 2, Completed · 2 and Guaranteed · 1, and order rows each showing an OFB- reference, a delivered-of-ordered count, the amount paid, and buttons reading Cancel or Refill next to Report a problem

Plus plan · Advertiser. The orders list. Cancel and Refill come and go with the order's state — Report a problem is on every row.

Before you start​

  • You must be signed in with the account that placed the order. A stale session sends you to the sign-in page.
  • Check the order's own state first. Refill and Cancel appear on the row when they are available, and they resolve the problem faster than a ticket does.
  • Have the details ready in words: what you ordered, what you have counted, and when it stopped. Attachments are not accepted.
Every order can be reported

Unlike Refill and Cancel, which are shown only when the server says they are possible, Report a problem is appended to every row. A completed, cancelled or refunded order can still be reported.

Step by step​

  1. Open your Boost orders at https://onflowads.com/telegram/dashboard/boost/orders.
  2. Find the order. Each row shows its OFB- reference, how much of the quantity has been delivered, and what it cost.
  3. Press Report a problem. A dialog opens, headed Report a problem, reading "Tell us what went wrong with order OFB-###-####. This opens a support ticket."
  4. Write the problem under the label What happened? The box is required and holds up to 4,000 characters. The placeholder shows the level of detail that helps: "Delivery stopped at 40% and hasn't moved for two days."
  5. Press Send report. To abandon it, press Cancel.
  6. The dialog closes. That is the whole confirmation — the page does not print a success message, and the ticket's reference is not shown to you here.
The dialog closing is the only receipt you get

There is no on-page confirmation, no acknowledgement email and no entry under Your conversations in the help widget. If you want a written record before you send, copy your text. The reply arrives at the email address on your account, and the ticket's OFS- reference is in that email's subject line.

What each field means​

Part of the dialogWhat it is
The headingReport a problem
The lead line"Tell us what went wrong with order OFB-###-####. This opens a support ticket." — naming the order you pressed the button on
What happened?The only input. Required, up to 4,000 characters
Send reportFiles the ticket and closes the dialog
CancelCloses the dialog without sending

What you write is the whole report, so the reason has to be in your own words — say what you observed.

Say what you counted, not only that it failed

"Ordered 1,000, counted 340 after three days, no movement since" gets a faster resolution than "didn't work". Put numbers, dates and the target link in the text.

What gets attached for you​

You only describe the problem. Your message is filed with a block of context read straight off the order:

  • the order's OFB- reference and the service name;
  • the platform;
  • the order's current status;
  • the quantity ordered;
  • the amount paid;
  • the target link;
  • the date the order was placed.

That is the point of this flow rather than a general message: no round trip to collect details you already gave us.

What happens after you send​

  • A support ticket is opened on your account with the subject Boost order issue — followed by the service name, flagged high priority.
  • The desk is emailed immediately.
  • The reply arrives by email, at the address on your Onflow Ads account.
  • No AI first reply is produced on this route, and no acknowledgement email is sent.
Two references, one problem

The report ties an order to a conversation, and each keeps its own reference: the order stays OFB-…, and the ticket opened for it is an OFS-… — see Your Onflow Ads IDs. You do not have to quote either, because the order context is attached for you, but the OFS- is what to mention if you later write in about the same problem by another route.

How this differs from a widget ticket​

Report a problemEmail the team
Where you startThe button on an order rowThe help widget
Sign-inRequiredNot required
Order detailsAttached automaticallyYou paste them yourself
PriorityFiled highNormal queue
Acknowledgement emailNot sentSent, with a link back to the conversation
Instant AI first replyNeverOn eligible paid plans
Appears under Your conversationsNoYes, in the browser you sent from
Rate limit5 per 10 minutes per account6 per 10 minutes per connection

If something goes wrong​

What you seeWhat it meansWhat to do
"Tell us what went wrong."The box was emptyDescribe the problem
"Please describe the problem in a short message."The server rejected an empty messageSame fix
"Order not found."The order is not on this account, or the page is staleReload the orders page
"Too many attempts. Please wait a minute and try again."More than five reports from this account in ten minutesWait a few minutes. One report per issue is enough
"This feature is temporarily unavailable. Please try again shortly."A temporary service problemCheck the status page, then retry
Support access restrictedThe account is barred from the support surfacesEmail [email protected] from the account's address
You are bounced to the sign-in pageThe session expiredSign in and reopen the orders page

FAQ​

Does this cancel my order or pause delivery? No. It opens a conversation with the team; it does not touch the order. Use the row's own Cancel button if that is what you want.

I picked the wrong order. Report on the correct one and say so in the description, so the team can disregard the first.

I want a refund, not a fix. Say so in the description. Refund decisions are made by the team under the published policy at https://onflowads.com/refunds; this flow is how you ask for one on a specific order.

Should I use this for a Paid Promotion problem? No. This is only for Boost / SMM orders. For a marketplace booking, use the widget with the topic Paid promotions, or the dispute route in the Paid Promotions section.

Where do I check the reply? The email inbox on your Onflow Ads account. Check spam if nothing arrives.

Last updated on