Opening a support ticket
A support ticket is a conversation with the Onflow Ads team: your message, a reference code, and everything that follows. This page covers the route that goes straight to a person — Email the team in the help widget — from the first tap to the acknowledgement email.
What happens afterwards (statuses, follow-ups, closing) is on Ticket statuses and threads.
Before you start
- No account is needed. An email address is enough.
- If your question is general, Onflow AI is faster and it hands you to a person if it cannot help.
- If your problem is one specific Boost / SMM order, use Report a problem on the order instead — it attaches the order details for you.
- If you would rather write from your own inbox, the contact form and [email protected] reach the same team.
The two routes into the message form
There are exactly two:
- Email the team. The card under Or reach the team directly on the help home screen. This is the normal route.
- Still need help? Email the team. The button under a fallback answers view, which only appears when Onflow AI is unavailable. Your question is carried into the message box for you.
Pressing Start new support chat always opens the AI chat. It never opens this form.
Step by step
- Open the help widget and tap the Email the team card — "Pick a topic, write your message — a human replies to your inbox."
- The panel shows What's it about? with the note "Pick the closest topic — it routes your message to the right teammate. The reply lands in your email inbox." Tap the closest row. Your pick becomes the conversation's subject.
- The message form opens, headed Send a message, with your topic shown as a pill above it. Fill it in.
- Press Send message. The button reads Sending… while it goes.
- The confirmation screen replaces the form: a green tick, Message sent to the team, your ticket-ID card, and a Done button. You can close the panel at this point — nothing depends on the tab staying open.
- Watch your inbox. An acknowledgement email arrives shortly, and the team's reply follows there.
The topic list
| Topic | Use it for |
|---|---|
| Reliability score issue | Anything about your account standing or a penalty. |
| Payments & top-ups | Wallet top-ups, charges, invoices, withdrawals. |
| Paid promotions | Bookings, listings, deliveries and concerns in the marketplace. |
| Boost / SMM orders | Boost in general. For one order, use Report a problem. |
| Account & sign-in | Sign-in problems, verification, account access. |
| Report a bug | Something on the site is broken or behaving wrongly. |
| Something else | Anything that does not fit above. This row sets no subject. |
The topic is the ticket's subject line. It routes the message to the right teammate and gives the conversation a readable name under Your conversations instead of the generic Support request.
What each field means
| Field | Required? | Notes and limits |
|---|---|---|
| Name | Optional | Pre-filled from your account when you are signed in, or from the last message you sent in this browser. Up to 200 characters. |
| Email — where our reply will go | Required | The only address the reply is sent to. Pre-filled when signed in. Placeholder [email protected]. |
| Phone (optional) | Optional | Only rendered when the team has asked for it and the desk is offline. Up to 40 characters. |
| How can we help? | Required | Your message, up to 4,000 characters. |
Under the form sits the expectation line: "Our team usually replies within a few minutes. The reply is delivered to your email inbox." when the desk is online, or the team's offline message when it is not.
Say what you were doing, the page you were on, what you expected, what happened instead, and the exact error text. Paste the reference of anything involved — an order, a booking, a channel, an invoice. Attachments are not accepted anywhere in support, so numbers and dates in the text beat a screenshot.
The confirmation screen
- A green tick and Message sent to the team.
- The expectation line, with your address partly masked — "Our team usually replies within a few minutes — the reply lands at
y•••@example.com.", or "We're offline right now — we'll email you aty•••@example.comas soon as we're back online." If the masked address looks wrong, the reply is going somewhere else: send a new message from the correct address. - "You can close this window — replies arrive in your inbox."
- The ticket-ID card: Your ticket ID, your
OFS-###-####reference, and "Keep it for future reference — quote it any time you contact us about this." - On eligible paid plans, an Onflow AI · instant answer card can appear here. See Onflow AI — the instant first reply.
- A Done button back to the help home.
What lands in your inbox
An acknowledgement arrives shortly after you send:
- Subject: "We got your message — Onflow Ads support" followed by your
OFS-reference. - It confirms the ticket exists and carries a View your conversation → button that reopens the conversation in the widget on any device.
Keep it. It is how you get back to the conversation after switching browser or clearing site data.
Anyone holding the View your conversation link can read the conversation and post to it without signing in. Do not forward the email to people you do not trust. The short OFS- reference on its own is safe to share.
The guided email flow
When the AI is unavailable for you, the widget uses a two-step, chat-shaped intake instead of the topic list and form. You will see it when the assistant is switched off site-wide, when the team has switched it off for your account alone, or when your allowance is spent and you tap ✉️ Email the team instead.
- "Hi 👋 Our team answers by email. First — what's the email address our reply should go to?" — pre-filled with an address you have used before, or your account's. When the per-account switch is the reason, the first line instead reads "The AI assistant is turned off for your account, so our team answers by email…"
- "Thanks! Now tell us what you'd like to know — one clear message with all the details, and we'll reply to [email protected]."
Sending files a normal ticket with the subject Email support, shows "✉️ Sent! Our team will reply to [email protected] — you can close this window.", the ticket-ID card, and a Done button. This route is never metered.
What the team receives
Your message, the details you gave (name, email, phone if shown), your topic, your reference code, and the page you were on when you opened the widget. Nothing else about your account is attached automatically — if your issue involves an order, a booking or a payment, put the reference in the message.
If something goes wrong
| What you see | What it means | What to do |
|---|---|---|
| "Please enter a valid email — that's where our reply goes." | The email box is empty or malformed | Fix the address; the reply cannot reach you otherwise |
| "Please tell us how we can help." | The message box is empty | Write the message |
| "Please enter a valid email so we can reply." | The server rejected the address | Check for typos and stray spaces |
| "Please describe your issue in a short message." | The message was empty, or longer than 4,000 characters | Trim it and send the rest as a follow-up |
| "Too many attempts. Please wait a minute and try again." | New tickets are limited to 6 per 10 minutes from one connection | Wait a short while. Nothing already sent is lost |
| "This feature is temporarily unavailable. Please try again shortly." | Support is switched off or momentarily unavailable | Use the contact form and check the status page |
| "Couldn't send — please try again." / "Network error — please try again." | The request did not complete | Press Send message again |
| Support access restricted | The account or email is barred from the support surfaces | Email [email protected] from the account's address |
FAQ
How long until someone replies? When the panel says the team is online, usually a few minutes. When it says offline, the reply comes by email once the desk is back. The contact page publishes the general expectation: usually within one business day.
Does picking a topic change how fast I am answered? It changes routing, not priority. It gets your message to the right person sooner.
Can I add more information after sending? Yes. Open the conversation and use the follow-up composer at the bottom — see Ticket statuses and threads.
I closed the panel while it was sending. The ticket was created anyway. The widget switches to watching for the reply and shows the unread badge when it arrives.
Nothing appeared under Your conversations. The list is stored per browser. In a private window, or after clearing site data, use the View your conversation link in your acknowledgement email.
Can I open a ticket from the Telegram bot? No. The bot has no support command at all. Support runs through this widget, the contact form and [email protected].
Related
- Onflow AI — the instant first reply — the answer that can land on this ticket within seconds.
- Ticket statuses and threads — reference codes, status chips, follow-ups and closing.
- The contact form — the same team, from a page rather than the widget.
- Choosing the right support channel — which route fits which problem.