Troubleshooting Help and support

This page covers what can go wrong when you try to reach the Onflow Ads team or return to a conversation. Find the message you see, or the thing that is not working.

Messages from the chat with Onflow AI are on Troubleshooting the Onflow AI chat. Messages that can appear on any page are on the Error message index. That index covers "Too many attempts. Please wait a minute and try again.", the security check, "Please sign in to continue.", the busy and maintenance messages, and "Something went wrong on our side".

Nothing on this page charges, holds or refunds money.

The Help button or the support chat is missing

The Help button sits in a corner of every page and opens the support panel. The address onflowads.com/support opens the chat directly. These cards cover the times when neither appears. During whole-site maintenance you see the maintenance page instead, which is explained in the Error message index.

Signed out — a first visit on a phone: the cookie banner comes before the chat The support link has opened the Contact page, but the chat is waiting behind the banner. 1 The cookie banner, which hides the Help button and the chat while it is on screen. 2 Accept all. 3 Reject all. Either choice lets the chat appear at once.

The Help button is missing on a first visit

• Where you see it:

  Any page of the website, the first time you open it in a browser. The cookie banner or the cookie preferences dialog is on screen.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The Help button and the support panel stay hidden until you answer the cookie banner. A chat opened by the support link waits behind it.

• How to fix it:

  Press Accept all or Reject all on the banner. Either choice works, and Help appears at once. Cookie preferences explains the choices.

There is no Help button on the page

• Where you see it:

  A page of the website where the corner that normally holds Help is empty, and no cookie banner is showing.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The button steps aside while the site menu is open, and while a checkout dialog, a reviews sheet or a comparison bar is on screen. It is not shown inside Telegram's in-app view. It is also absent when the team has switched the support chat off.

• How to fix it:

  Close the menu, dialog or bar and the button returns. From Telegram, open onflowads.com/support in your normal browser. If there is still no button, use the contact form or email [email protected]. Your existing conversations are not affected.

The support link opened the Contact page but no chat is visible

• Where you see it:

  The Contact page, after following onflowads.com/support from a message, an email or a bookmark.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  On a first visit two things come before the chat. The cookie banner hides the chat until you answer it. For a signed-out visitor the welcome intro also plays first, and the chat opens when it ends.

• How to fix it:

  Wait for the intro to finish, then press Accept all or Reject all on the cookie banner. The chat opens in front of you. On a later visit it opens immediately. The support link shows what you should see.

Refreshing the page does not reopen the chat

• Where you see it:

  The page you landed on after following the support link, once you reload it or return to it from a bookmark of that page.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The link opens the chat once. Reloading the page you arrived on does not open it a second time. Your conversation is still there.

• How to fix it:

  Press Help, or follow https://onflowads.com/support again. To keep a shortcut, bookmark that address itself and not the page it took you to.

The support link opened the home page instead of the Contact page

• Where you see it:

  The home page of the website, with the chat open, after following the support link.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The link takes you to a page where the chat is available. That is normally the Contact page. When the chat is not being offered there, the link uses the home page.

• How to fix it:

  Nothing needs fixing. Use the chat on the page that opened. It is the same chat with the same conversation.

No chat inside Telegram's in-app view

• Where you see it:

  A page of the website opened inside Telegram, for example from a button in the bot, where neither Help nor the chat appears.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The support panel is not shown inside Telegram's in-app view. The support link still brings you to the Contact page, which has its own form.

• How to fix it:

  Use the form on the Contact page, or open onflowads.com/support in your normal browser, where the chat opens as usual.

"Live support isn't available right now — the contact form is the best way to reach us."

• Where you see it:

  The dashboard Support page (website). The first button reads Message us instead of Start new support chat.

• Plans affected:

  Every plan.

• Why it happens:

  No chat is available on the site at that moment, or the page is open inside Telegram's in-app view. The same note can appear when the support panel is slow to load.

• How to fix it:

  Reload the page once. If the note is still there, press Message us or Open contact form, or open onflowads.com/support in your normal browser.

"Support chat is switched off right now. Email [email protected] instead."

• Where you see it:

  The support panel (website), in the line where an error normally appears, after you try to send or open something.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The team switched the support chat off while your panel was open. Nothing you typed was sent or stored.

• How to fix it:

  Email [email protected], or use the contact form. Your browser keeps its list of conversations for when the chat returns.

"Support access restricted"

• Where you see it:

  The support panel (website), in place of the screen you were on, with a Back to help row. The full text reads "Support access for this account has been restricted. If you believe this is a mistake, email [email protected]." The same sentence can appear under a follow-up box and in the Boost Report a problem dialog.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The team has restricted support for this account or this email address. Your message was not filed. Only support is closed; the rest of your account is not changed by this.

• How to fix it:

  Email [email protected] from the address on your account and ask for a review. Say what you were trying to report.

"You’re offline — messages will send when you’re back."

• Where you see it:

  A bar under the header of the support panel (website).

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  Your device has no internet connection. Nothing was sent.

• How to fix it:

  Reconnect. The bar clears by itself. A chat message you tried to send while offline did not go out. The line under the box keeps it for you with a retry link, so press retry. On a form, press send again.

The header reads "AI answers now · a person by email"

• Where you see it:

  The header of the support panel (website), under the title Support.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  This is not an error. It means no teammate is available in the chat at this moment. Onflow AI still answers, and a person replies by email.

• How to fix it:

  Carry on as normal. To reach a person, press Email the team, or ask for a person in the chat. Reaching a person is never limited by your plan.

The dashboard Support page opens the sign-in page or a setup step instead

• Where you see it:

  Your browser, after pressing Contact support in the bot or opening the dashboard Support page directly.

• Plans affected:

  Every plan.

• Why it happens:

  The dashboard Support page is for signed-in members. A link pressed in Telegram can open in a browser where you are not signed in. If your account has not finished its setup steps, the dashboard asks for those first.

• How to fix it:

  Sign in, or finish the step shown; you are then returned to the Support page. Connecting Telegram and adding your email covers the setup steps. To get help without either, open https://onflowads.com/support, which needs no account.

Email the team and the instant reply

These cards cover the Email the team form in the support panel and the screen you see after pressing Send message. On Lite and above, that screen can also show an instant answer from Onflow AI. If a security check appears for a signed-out visitor, see the Error message index.

"Please enter a valid email — that’s where our reply goes."

• Where you see it:

  Under the Email the team form in the support panel (website), after pressing Send message. A second wording, "Please enter a valid email so we can reply.", means the same.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The Email — where our reply will go box is empty, or the address is not a complete email address.

• How to fix it:

  Type an address you can open, such as [email protected], and press Send message again. Check it carefully. A teammate's reply on this kind of ticket arrives only by email.

"Please tell us how we can help."

• Where you see it:

  Under the Email the team form (website), after pressing Send message. A second wording, "Please describe your issue in a short message.", appears when the message is empty or too long.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The How can we help? box is empty, or it holds more text than one message can carry.

• How to fix it:

  Describe the problem in the box. If the text is very long, shorten it and send the rest as a follow-up in the same conversation.

"The instant answer is taking longer than usual — it will arrive by email."

• Where you see it:

  The Message sent to the team screen (website), in the card titled "Onflow AI · instant answer".

• Plans affected:

  Lite and above. Only these plans see the card.

• Why it happens:

  The instant answer did not arrive while the screen was waiting. Your ticket was filed normally and the team has it.

• How to fix it:

  Press Done. The answer, or a teammate's reply, comes to your inbox. You do not need to send the message again.

No "Onflow AI · instant answer" card appears

• Where you see it:

  The Message sent to the team screen (website), which shows your ticket ID and Done but no answer card.

• Plans affected:

  Free and signed-out visitors, always. Lite and above when the assistant is unavailable or is switched off for the account.

• Why it happens:

  The instant first reply is part of Lite and above, for signed-in members. Without it, your ticket goes straight to a person.

• How to fix it:

  Nothing is wrong. Wait for the email reply. The instant first reply on a ticket explains who gets the card.

"Our team has already replied — check your email inbox."

• Where you see it:

  The Message sent to the team screen (website), in place of the instant answer.

• Plans affected:

  Lite and above.

• Why it happens:

  A teammate answered before Onflow AI did. On an email ticket a teammate's reply is delivered by email and is not printed in the panel.

• How to fix it:

  Open the email with the subject that begins "Onflow Ads support replied to you". Check your spam folder if it is not in the inbox.

The "Onflow AI is thinking" card disappears with no answer

• Where you see it:

  An email ticket's conversation in the support panel (website), after you send a follow-up.

• Plans affected:

  Lite and above.

• Why it happens:

  No instant answer arrived in time, or a teammate has taken the conversation. Once a person has replied, Onflow AI stays out of that ticket.

• How to fix it:

  Nothing more is needed. Your follow-up was saved and the team has it. The reply comes by email.

"Awaiting reply — it will arrive in your email inbox."

• Where you see it:

  The banner at the top of an email ticket's conversation (website). When no teammate is available it reads "We’re offline right now — we’ll email you as soon as we’re back online." The Email the team form says the same in its own words, "We’re offline right now — leave your message and we’ll email you back as soon as we’re online.", and the confirmation screen names the address the reply will go to.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  This is not an error. Your ticket is with the team and nobody has answered yet.

• How to fix it:

  Wait for the email. If you have more details, type them in Write a follow-up… so they are on the same ticket. Do not open a second ticket for the same problem.

Finding and reading a conversation

Your conversations are listed under Help, on the Messages tab, and every support email carries a button that opens its conversation. These cards cover a missing list, a conversation that will not open and a reply you cannot find. Your support conversations and statuses explains each status.

"Nothing here yet"

• Where you see it:

  The Messages tab of the support panel (website), with the line "Conversations you start in this browser appear here, with their status."

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  This browser remembers the conversations you started in it. A new device, a different browser, a private window or cleared browsing data starts with an empty list. A Boost order report is never added to the list. Nothing is lost.

• How to fix it:

  Open any email about the conversation and press its button, View your conversation or View & reply. The conversation opens and is added to this browser's list.

"This conversation belongs to an Onflow Ads account. Sign in to that account to read or continue it."

• Where you see it:

  The support panel (website), when you open a conversation from Messages or from an email button. It can also appear when you send a follow-up.

• Plans affected:

  Every plan.

• Why it happens:

  A conversation started while signed in opens only for that account. You are signed out, or signed in to a different account. Nothing was shown and nothing was changed.

• How to fix it:

  Sign in to the account that started the conversation, then open it again. A conversation started while signed out opens for whoever holds its email button.

A conversation disappears from the list when you open it

• Where you see it:

  The Messages tab (website). You press a row, the row vanishes and the panel returns to the list.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  That conversation is no longer stored. A closed chat that only Onflow AI answered is removed some time after it closes, and your browser then drops the row it could not open.

• How to fix it:

  Start a new conversation. If you kept the old ticket ID, quote it so the team can connect the two.

"Couldn’t load this conversation — please try again."

• Where you see it:

  The support panel (website), in place of the conversation you tried to open.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The conversation could not be loaded just then, because of a dropped connection or a busy moment. Nothing was changed.

• How to fix it:

  Press Back and open the conversation again. If it keeps happening, look at the system status page.

The button in a support email opens the site but no conversation

• Where you see it:

  The website, after pressing View your conversation or View & reply in an email from support.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The support panel is hidden on that visit. The usual causes are a cookie banner still on screen, a link opened inside Telegram's in-app view, or the support chat being switched off.

• How to fix it:

  Work through these in order.

  1. If a cookie banner is showing, press Accept all or Reject all. The conversation opens.
  2. If the page opened inside Telegram, open the email's button in your normal browser.
  3. If neither applies, reply to the email and quote your ticket ID.

A row has no status chip

• Where you see it:

  The Messages tab, or Open conversations on the Home tab (website). A row shows its title and ticket ID but no coloured status.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The status for that row could not be loaded just then, or the row sits far down a long list where live statuses are not shown.

• How to fix it:

  Open the conversation. The chip at the top of the conversation always shows its current status.

"Our team has replied — check your email inbox."

• Where you see it:

  The banner at the top of an email ticket's conversation (website). In the list, the row's chip reads Replied · check email.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  A teammate replied to a ticket you started with Email the team. On that kind of ticket the reply is sent by email and its text is not printed in the panel.

• How to fix it:

  Open the email with the subject that begins "Onflow Ads support replied to you", and check spam. If you mistyped the address on the form, send a new message from the right address and quote the ticket ID.

The chip says Team replied but only Onflow AI answered

• Where you see it:

  A row on the Messages tab (website), reading Team replied or Replied · check email.

• Plans affected:

  Lite and above for email tickets. Every plan for chats.

• Why it happens:

  An unread answer is shown with the same chip, whoever wrote it. Nothing is wrong.

• How to fix it:

  Open the conversation. You see who answered, and the chip then reads Answered by AI.

No reply email has arrived

• Where you see it:

  Your inbox. The conversation exists in the panel, but no email about it has come.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  Answers from Onflow AI inside a chat are shown in the panel, not emailed. A teammate's reply is emailed to the address in the conversation. That email can land in spam, or go to an address that was mistyped.

• How to fix it:

  Check the spam folder first. Then open the conversation under Help, on the Messages tab, and read its banner. If the address was wrong, start a new message from the right address and quote the ticket ID.

The Help tab says "Sign in to see account actions."

• Where you see it:

  The Help tab of the support panel (website), under What it can do for you.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The list of tasks could not be shown at that moment. Signing in does not change this list, because it is the same for everyone.

• How to fix it:

  No fix is needed, and Onflow AI still answers. Tasks Onflow AI can do for you lists the tasks and the plans that include them.

Sending a follow-up

A follow-up is a new message on an open email ticket, typed in Write a follow-up… at the bottom of the conversation. These cards cover the times a follow-up is refused. In every case the earlier messages in the conversation stay as they were.

"This conversation is closed. Start a new one from the help home whenever you need us."

• Where you see it:

  Under the follow-up box (website), after pressing send. A closed conversation opened later shows the banner "This conversation is closed. Need more help? Start a new chat from the help home."

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The conversation was closed while you had it open. A closed conversation takes no new messages, and there is no control to reopen it.

• How to fix it:

  Copy your text. Press Help, then Start new support chat or Email the team, paste it and quote the old ticket ID.

"This conversation has reached its message limit. Please start a new one."

• Where you see it:

  Under the follow-up box (website), after pressing send. On a dashboard page, opening the full conversation can also bring up a card titled "This conversation is full". It begins "You've reached this conversation's message limit — start a new one and we'll pick up right where you left off."

• Plans affected:

  Every plan, and signed-out visitors. The card is shown to members on Free, Lite, Plus and Elite.

• Why it happens:

  A single conversation holds a limited number of messages, and this one is full. The card also names a plan with a published resolution target, which applies to paid-promotion concerns only. Your message was not saved. The conversation stays readable.

• How to fix it:

  Start a new conversation and quote the old ticket ID, so the team reads both together.

"Please type a message."

• Where you see it:

  Under the follow-up box (website), after pressing send.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The box is empty, or the text is longer than one message can carry.

• How to fix it:

  Type your message. If it is very long, send it in two parts.

"Conversation not found."

• Where you see it:

  Under the follow-up box (website), after pressing send.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The conversation was removed while it was open in your panel, or the link you followed does not match a conversation. Nothing was saved.

• How to fix it:

  Copy your text and start a new conversation. If you arrived from an email, use the button in the newest email about that ticket.

"Couldn’t send — please try again."

• Where you see it:

  Under the Email the team form or under the follow-up box (website). When the connection itself failed, the line reads "Network error — please try again."

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The message did not reach us. It was not saved, and your text stays in the box.

• How to fix it:

  Check your connection and press send again. If you see a different sentence under the box, look it up in the Error message index.

Closing a conversation, transcripts and reply alerts

A chat ends when you press End chat, when the team closes it, or after a while with no messages. These cards cover closing, the rating screen, the copy we email you and the alerts for new replies. Email tickets get no transcript.

"Sending messages is closed for this conversation."

• Where you see it:

  The bottom of a closed chat and the first line of the rating screen (website). Under a closed chat a second sentence reads "You can start a new chat any time, or email the team."

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The conversation is closed. Its history stays readable, but nothing can be added. You also see this line after pressing Decline on the Before we start notice, with a button that reads Email the team.

• How to fix it:

  Press Start a new chat. If it is the same matter, quote the old ticket ID. After Decline, press Email the team to reach a person by email.

"Chat still open"

• Where you see it:

  A notice in the support panel (website) after pressing End chat. It reads "We couldn't close this chat just now, so it stays open with the team."

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The request to close the chat did not go through. It also happens when the chat was started from an account and you are now signed out or signed in to another one. Nothing was closed.

• How to fix it:

  Open the chat and press End chat again. If the chat belongs to your account, sign in to that account first. You can also leave it: a quiet chat closes by itself.

"Rating not sent"

• Where you see it:

  A notice in the support panel (website) after pressing Send feedback. It reads "Your rating didn't reach us. Please check your connection."

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The rating did not reach us, usually because your connection dropped. The panel has already returned to Home, and the rating was not saved.

• How to fix it:

  Nothing is required. The conversation is closed either way, and nothing else is affected.

The chat closed by itself

• Where you see it:

  The support panel (website). The rating screen appears, or you return to find the closed notice at the bottom of the chat.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  A chat with no messages for a while closes automatically. This never happens once a teammate has joined, or while the chat is waiting for a person. A copy is emailed to you when we have your address.

• How to fix it:

  Press Start a new chat when you are ready, and quote the old ticket ID if the matter is the same. Nothing was lost.

No transcript email arrived after a chat closed

• Where you see it:

  Your inbox. A chat closed, but no email titled "Your Onflow Ads support conversation" followed.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  We send the copy once, to the email address in the conversation or on your account. None is sent when we have no address, as in a signed-out chat that never gave one. None is sent when the chat ended because the notice was declined or because it kept being used for unrelated things. It may also be in spam.

• How to fix it:

  The closed chat stays readable under Help, on the Messages tab. Next time, open the chat's three-dot menu and press Download transcript before you end the chat. That works for everyone.

Reply alerts do not appear

• Where you see it:

  Your browser. You pressed the bell in the support panel's header to turn on Reply alerts, but no alert comes when a reply arrives.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  Your browser has not been allowed to show notifications for the site, or no tab of the site is open. Alerts are also not shown while the panel itself is open, or for a closed conversation. The reply is not lost.

• How to fix it:

  Allow notifications for onflowads.com in your browser's settings, press the bell again and keep one tab of the site open. A teammate's reply also reaches you by email.

Rating and reporting an answer

Under each reply in a chat you can vote with a thumb, copy the answer or press the flag to report it. The chat's three-dot menu has Report this conversation. A report never uses your AI message allowance. Reporting an answer or a conversation has the full steps.

"That didn't send. Please try again."

• Where you see it:

  The report form inside a chat (website), after pressing Send report.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The report was refused or did not arrive. Nothing was sent, so nothing was duplicated.

• How to fix it:

  Press Send report again. Your chosen reason and your note are still in the form.

"Network error — nothing was sent."

• Where you see it:

  The report form inside a chat (website), after pressing Send report.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  Your connection dropped while the report was being sent.

• How to fix it:

  Reconnect and press Send report again. A sent report is confirmed by a notice titled "Report sent".

"Reporting isn’t available yet — please try again shortly."

• Where you see it:

  The report form inside a chat (website), after pressing Send report.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  Reports could not be taken at that moment. It is temporary, and nothing was sent.

• How to fix it:

  Wait a little and send the report again. If the matter is urgent, ask for a person in the chat or press Email the team.

"That message isn’t part of this conversation."

• Where you see it:

  The report form inside a chat (website), after pressing Send report on one answer.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The answer you flagged is no longer part of the conversation your panel has open, usually because the panel was showing an out-of-date view.

• How to fix it:

  Close the conversation and open it again from Messages, then flag the answer. You can also open the three-dot menu and press Report this conversation.

There is no flag under a line

• Where you see it:

  A chat in the support panel (website). Some lines have no thumbs, copy button or flag under them.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The controls appear only under real replies. The welcome line and the short notices in the middle of a chat are not replies.

• How to fix it:

  To report something that is not a reply, open the chat's three-dot menu and press Report this conversation, then describe it in the note box.

A thumbs vote or Copy this answer seems to do nothing

• Where you see it:

  Under a reply in a chat (website). The thumb lights up, or the copy icon changes briefly, and nothing else happens.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  A vote shows no confirmation beyond the lit thumb; only a thumbs-down adds a notice titled "Feedback noted". Copying shows no notice either. Some browsers do not let a page copy text.

• How to fix it:

  Your vote needs no further action; press the other thumb to change it. If the text was not copied, select the answer and copy it by hand.

The contact form

The contact form is at https://onflowads.com/contact and needs no account. Messages appear in the line under Send message. The first card also covers the single-field wordings. For the security check row and for "Something went wrong. Please try again.", see the Error message index.

"Please fill in your name, email and message."

• Where you see it:

  The Contact page (website), under Send message. If only one box is the problem you may see "Please enter your name." or "Please include a short message so we know how to help."

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  Name, Email or Message is empty. Nothing was sent.

• How to fix it:

  Fill in the missing box and press Send message again. Subject (optional) can stay empty.

"Please keep your name under 200 characters."

• Where you see it:

  The Contact page (website), under Send message.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The text in Name is too long. This usually means a message was pasted into the wrong box.

• How to fix it:

  Put only your name in Name, move the rest to Message, and send again.

"Please enter a valid email address."

• Where you see it:

  The Contact page (website), under Send message.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The Email box does not hold a complete email address. Nothing was stored.

• How to fix it:

  Correct the address and check it for typing mistakes. It is the only place our reply goes, and it cannot be changed after you send.

"Your message is over 5,000 characters. Please shorten it, or send the rest by email."

• Where you see it:

  The Contact page (website), under Send message.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The Message box holds more than the form accepts.

• How to fix it:

  Shorten the message to the main facts and send it. Email the rest to [email protected], quoting the reference the page gives you.

No acknowledgement email arrived after the contact form

• Where you see it:

  Your inbox. The page showed the green Message sent card, but no email titled "We've got your message" followed.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  If the page showed Message sent, we received your message. The email may be in spam, or the address was mistyped. When you have already sent several messages from one address, a new one may not get its own email. The message itself is still received.

• How to fix it:

  Check spam and keep the reference from the page. Do not send the same message again. If the address was wrong, send the form once more from the right one.

The reference was not copied from the Message sent card

• Where you see it:

  The Contact page (website), after sending. You left the page, or the card shows no Your reference block.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  The card stays on screen only until you leave the page. In rare cases a message is stored without a reference being shown.

• How to fix it:

  Look in the subject of the acknowledgement email, which carries the same reference. If you have neither, your message was still received. When you follow up, write from the same email address so the team can find it.

Reporting a problem with a Boost order

You report a Boost order from its row on the Orders page of Boost, with Report a problem. These cards cover the report dialog and the order list. The sentences this dialog shares with the rest of the site are in the Error message index. Filing a report changes nothing about the order or its money.

"Tell us what went wrong."

• Where you see it:

  The Report a problem dialog on the Boost Orders page (website). A second wording, "Please describe the problem in a short message.", means the same.

• Plans affected:

  Every plan.

• Why it happens:

  You pressed Send report with the What happened? box empty. Nothing was sent.

• How to fix it:

  Describe what you expected and what happened, then press Send report. The order's details are attached for you, so you do not need to copy them in.

"Order not found."

• Where you see it:

  The Report a problem dialog (website), after pressing Send report.

• Plans affected:

  Every plan.

• Why it happens:

  The order is not on the account you are signed in to, or the page has been open so long that its list is out of date. No ticket was opened.

• How to fix it:

  Copy your text, reload the Orders page and check that you are signed in to the account that placed the order. Then report it again.

"We couldn't find your account email — please contact support directly."

• Where you see it:

  The Report a problem dialog (website), after pressing Send report.

• Plans affected:

  Every plan.

• Why it happens:

  Your account has no email address the team could reply to. This is typical of an account created with Telegram that has not added an email yet.

• How to fix it:

  Email [email protected] and quote the order ID shown on the order's row. Connecting Telegram and adding your email explains how to add an address to your account.

"Couldn't send that report."

• Where you see it:

  The Report a problem dialog (website). With no connection it reads "You appear to be offline. Check your connection and try again."

• Plans affected:

  Every plan.

• Why it happens:

  The report did not reach us. Your text stays in the box.

• How to fix it:

  Check your connection and press Send report again. If it keeps failing, email [email protected] with the order ID.

The order is not in the list

• Where you see it:

  The Boost Orders page (website). The list may read "None of the orders loaded so far are in this view. Show older orders to look further back.", or "Couldn't load older orders." under it.

• Plans affected:

  Every plan.

• Why it happens:

  The page opens on your newest orders, and the tab you chose may not contain the one you want. Older orders are loaded only when you ask.

• How to fix it:

  Switch the tab to All and press Show older orders until the order appears. Press it again if loading failed. Every row has Report a problem, whatever the order's status.

The report does not appear under Messages

• Where you see it:

  The Messages tab of the support panel (website) and your inbox, after a report was sent. Neither shows it.

• Plans affected:

  Every plan.

• Why it happens:

  A Boost order report is not added to the panel's list and sends no acknowledgement email. The ticket exists: its ID was shown in the green strip and in the Report sent notice.

• How to fix it:

  Note the ticket ID from the page. The team's reply comes to your account's email address, and its View & reply button opens the conversation. Reporting a problem with a Boost order explains what happens next.

The Telegram bot and official accounts

The bot, @OnflowAdsBot, carries out work for your account and gives no support. Its Contact support buttons open the website. These cards cover the bot's cards that concern support, and the official accounts. Other bot messages are explained in the Telegram bot part of this guide.

"Account restricted"

• Where you see it:

  The bot, in reply to anything you send. The card gives the reason, or "Your account has been suspended.", and a Contact support button.

• Plans affected:

  Every plan.

• Why it happens:

  Your account is restricted or suspended on the website. The bot does nothing else for the account until that is lifted.

• How to fix it:

  Press Contact support and sign in if asked, or email [email protected]. Quote your Onflow Ads ID and the reason on the card. The policies part of this guide explains how to appeal.

"Already connected elsewhere"

• Where you see it:

  The bot, after you confirm a link to connect Telegram. It reads "This Telegram is already linked to a different Onflow Ads account." A second card, "Account already linked", reads "That Onflow Ads account is already connected to a different Telegram."

• Plans affected:

  Every plan.

• Why it happens:

  One Telegram account pairs with one Onflow Ads account. One of the two is already paired with something else. Nothing was connected or changed.

• How to fix it:

  Sign in to the account your Telegram is already linked to. To move the connection, press Contact support and give the email address of both accounts. Connecting your Telegram has the full steps.

Typing "help" to the bot only returns the welcome card

• Where you see it:

  The bot. Any message you type is answered with the card "Welcome to Onflow Ads", which says your account, channels, campaigns, wallet and support live on the website.

• Plans affected:

  Every plan.

• Why it happens:

  The bot holds no conversations and has no help or support command. Nothing you typed was sent to the team.

• How to fix it:

  Open https://onflowads.com/support to start a chat, or use the dashboard Support page.

"This button has retired. Manage everything on the Onflow Ads website."

• Where you see it:

  A pop-up in the bot, after pressing a button on an old message.

• Plans affected:

  Every plan.

• Why it happens:

  The button belongs to a menu or card the bot no longer uses. Nothing happened when you pressed it.

• How to fix it:

  Use the website for the task. Send /start to the bot for its current card. For help, open https://onflowads.com/support.

"One quick step"

• Where you see it:

  The bot, in reply to a command or a button. The card begins "Join our updates channel to use this bot." A pressed button may instead show "Join our updates channel first. One tap, then everything works."

• Plans affected:

  Every plan.

• Why it happens:

  The bot asks you to join the Onflow Ads updates channel before you use it. Your notifications and alerts keep arriving either way.

• How to fix it:

  Press Join the channel, join, then press I've joined. If you see "Not seeing you in the channel yet — join it, then tap again.", wait a moment and press I've joined once more.

"Already on it."

• Where you see it:

  A pop-up in the bot, after pressing a button a second time.

• Plans affected:

  Every plan.

• Why it happens:

  Your first press is still being carried out. The action runs once, however many times you press.

• How to fix it:

  Wait for the bot's answer. Do not press again.

"Slow down a little and try again in a moment."

• Where you see it:

  A pop-up in the bot, after pressing buttons quickly. Typed messages get no answer while this applies.

• Plans affected:

  Every plan.

• Why it happens:

  You sent many presses or messages in a short time, and the bot paused for a moment.

• How to fix it:

  Stop for a short while, then press once. Nothing was lost.

"That account is no longer listed"

• Where you see it:

  The bot, after pressing a button for one of our social accounts. It adds "It was taken off our official list, so there is nothing to open. Your buttons have been updated."

• Plans affected:

  Every plan.

• Why it happens:

  We removed that account from our official list after the button was sent to you.

• How to fix it:

  No action is needed. Treat any account still using that name as not ours. Official accounts and the updates channel explains how to check an account.

A platform is missing from Follow us

• Where you see it:

  The Follow us row in the support panel (website) and the bot's social buttons. A platform you expected is not there.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  We have no official account on that platform, whatever a search shows.

• How to fix it:

  Trust only the accounts our own row and buttons open. Compare any other account with those, and do not send it money, codes or account details.

Someone offers support in a direct message

• Where you see it:

  Telegram or a social network. An account messages you offering help, or asks for a code, a password or a payment.

• Plans affected:

  Every plan, and signed-out visitors.

• Why it happens:

  It is not Onflow Ads. We do not take enquiries over Telegram, and the bot has no support chat. We never ask for a code or your password.

• How to fix it:

  Do not reply. Report the account to the platform it is on. Then tell us through the contact form and include a link to the account.

Still stuck?

The fastest way to reach support is onflowads.com/support. It opens the support chat for anyone, signed in or not. Help and support lists every other route. If the whole site is showing the maintenance page, email [email protected].

Send these details so the team can help in one reply:

• What you were doing, and on which page or in the bot.
• The exact message, copied word for word.
• The ticket ID, contact reference or order ID shown on your screen, such as OFS-000-0000.
• The time it happened.

If your message is not on this page, it may be one that any page can show: see the Error message index. That index also covers a short refusal that no page lists. Messages from the chat itself are on Troubleshooting the Onflow AI chat.

Related

These pages cover the neighbouring problems and the full steps for each support route.

• Error message index
• Troubleshooting the Onflow AI chat
• Help and support FAQ
• Choosing the right support route
• Troubleshooting Boost