Choosing the right support channel
Every route below reaches the same Onflow Ads team, and every one of them replies by email. They differ in speed, in how much they do for you, and in whether you need to be signed in. This is the short version; each flow has its own page.
Pick by situation
| Your situation | Use this | Why |
|---|---|---|
| A general "how does this work?" question | Start new support chat in the help widget | Answers in seconds from the live guide and policies, and it hands you to a person if it cannot help. |
| Something is broken or blocking you right now | Email the team in the help widget | Shows whether the desk is online, gives you an OFS- reference and a conversation view, and can produce an instant AI first reply on eligible plans. |
| A problem with one specific Boost / SMM order | Report a problem on that order | Attaches the order's details automatically and is filed at high priority. |
| A longer enquiry, a partnership, or press | The contact form | More room to write, no sign-in, an OFM- reference and an acknowledgement email. |
| An Ultimate plan application | The contact form | The documented route — see Applying for Ultimate. |
| You would rather write from your own inbox | [email protected] | Nothing to learn, no forms, and it works during maintenance. |
| "Is the site down, or is it only me?" | The status page | Live component health and any incident notice. |
| You have hit a "We're tuning things up" page | Maintenance windows | Explains what is happening and what stays reachable. |
| You want to change what cookies you allow | Cookie preferences | The two-category preference centre in every footer. |
| You want Onflow Ads in its own window | Installing the app | Home screen, dock or desktop, plus the four long-press shortcuts. |
Compare the routes
| Onflow AI chat | Email the team | Contact form | Boost order report | ||
|---|---|---|---|---|---|
| Sign-in needed | No | No | No | No | Yes |
| Reference code | Yes — OFS-###-#### | Yes — OFS-###-#### | Yes — OFM-###-#### | No | Yes — OFS-###-####, in the reply email's subject |
| Acknowledgement email | On escalation | Yes | Yes | Not applicable | No |
| A conversation page in the widget | Yes | Yes | No | No | No |
| Replies shown on the page | Yes, inline | No — email only | No | No | No |
| Instant AI first reply | Not applicable | On eligible paid plans | No | No | No |
| Context attached for you | The page you were on | The page you were on | None | None | Full order details |
| Message length | 2,000 characters | 4,000 characters | 5,000 characters | Unlimited | 4,000 characters |
| Metered | Yes — 5 / 30 / unlimited | Never | Never | Never | Never |
What to expect
- When the widget says the team is online: usually a reply within a few minutes.
- When it says offline, or you used the form or the email address: the contact page publishes the expectation — usually within one business day.
- Every human reply is emailed. On a live-chat conversation it also renders in the panel; on a ticket opened from the message form it does not.
What you were doing, the page you were on, what you expected, what actually happened, the exact error text, and the ID of the thing that is wrong — a boost order (OFB-…), a marketplace order (OFO-…), an invoice (OFI-…), a withdrawal (OFW-…), a cross-promotion (OFC-…), an earlier support conversation (OFS-…), a contact enquiry (OFM-…), or your account (OFA-…) when the account itself is the problem. Your Onflow Ads IDs says where to find each one, and an older-format reference from a saved email still resolves. Attachments are accepted nowhere, so paste text rather than screenshots.
Where each one lives
- Help widget — the Help pill in the corner of every page on
https://onflowads.com - Contact form —
https://onflowads.com/contact - Email — [email protected]
- Privacy questions — [email protected], the address published in the Privacy Policy
- Boost orders —
https://onflowads.com/telegram/dashboard/boost/orders - Status page —
https://onflowads.com/status - Official channels and social media — the Follow us row in every footer; which accounts are really ours
- Cookie preferences — the Cookie preferences entry in the Legal column of every footer
The Onflow Ads bot runs product features only. It has no support command and no help handler, and no support reply is ever delivered as a Telegram message. The same goes for our Telegram updates channel and our social profiles: they publish news, and nobody answers support in their direct messages. Anyone messaging you on any of them offering Onflow Ads support is not us — do not send them credentials, codes or payments. Official channels and social media explains how to tell a genuine account from a copy.
Still not sure?
Open the help widget and ask. It will either answer you outright or put your message in front of the right person, and it is the only route that shows you whether anyone is at the desk right now. If you cannot see the bubble, use the contact form.
Related
- Using the Get help widget — the panel every on-site route starts from.
- Ticket statuses and threads — what happens after you send.
- The system status page — the ten-second check before you write in.
- Official channels and social media — which accounts are ours, and what they never do.
- Troubleshooting & FAQ — the fixes that need no ticket at all.