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Troubleshooting & FAQ

Quick answers to the problems we hear about most. If yours is not here, open the help widget and ask Onflow AI, or write to the team.

Check the status page before anything else

Ten seconds at https://onflowads.com/status rules out a platform problem, and it works even when the rest of the site is in maintenance. If it is green, the answer is somewhere on this page. See The system status page.

Getting help​

I cannot see the Help pill​

The help widget renders only when support chat is switched on for the site, and the team can limit it to certain paths. It never renders on the admin console. If it is not there, use the contact form or email [email protected] — same team, same email reply.

The widget says the team is Offline. Did my message go anywhere?​

Yes. Offline means no agent is at the desk this minute, nothing more. Your message is stored, the team is notified, and the reply arrives in your email inbox once they are back. The confirmation screen tells you exactly that when you send.

Why can I read the team's reply on one conversation but not another?​

Because the two kinds behave differently, deliberately:

  • On a live chat — every Onflow AI conversation is one — a human's replies render inline in the panel within about eight seconds, and are emailed as well.
  • On a ticket opened through Email the team, the reply body is not shown on the page at all. The banner says "✉️ Our team has replied — check your email inbox."

Your own messages and any Onflow AI answers always show on the page, on both kinds.

The chat ended by itself and I got a transcript email​

A live chat with no message for 30 minutes is closed automatically, and every close — yours, an agent's or the sweeper's — emails you a copy of the conversation, subject "Your Onflow Ads support conversation [OFS-…]". Nothing is wrong. Start a fresh chat from the help home. See Onflow AI — the live support chat.

It says I am out of AI messages​

The AI chat is metered: 5 messages per rolling 30-day cycle when signed out, 30 on a free account, unlimited from Lite upwards. Every message counts — the assistant's replies included. The wall names the exact date and time your own allowance returns, and always offers ✉️ Email the team instead, which is never metered.

Why did I not get an instant AI answer on my ticket?​

The instant first reply needs you signed in, on an eligible plan (Lite and above by default), with the feature on, the service reachable, and AI text allowance left. A human replying first also stops it. When none of that lines up your ticket goes to the team — nothing failed and nothing is needed from you.

The AI card showed a typing indicator and then vanished​

The confirmation screen watches for about a minute. After that the card is removed quietly. Your ticket is unaffected and the team replies by email.

I have not received a reply email​

  1. Check spam / junk and mark the message "not spam" so future replies land normally.
  2. Confirm the address you gave. The confirmation screen showed it masked, like y•••@example.com. If that looks wrong, the reply is going elsewhere — send a new message from the correct address.
  3. Check the conversation in the widget. Replied · check email or Team replied means a reply was sent; Awaiting reply means it has not been answered yet. See Ticket statuses and threads.
  4. Still nothing after a reasonable wait? Send a follow-up in the same conversation, or email [email protected].

My old conversations disappeared from the widget​

The list lives in the browser you wrote from. A different browser or device, a private window, or clearing site data hides it — the conversations themselves still exist. Open the View your conversation link in any email about one and it reappears on that device.

A conversation vanished from Your conversations when I opened it​

The stored code no longer matched a conversation on the server, so the widget removed the row and returned you to the help home. Reopen it from an email link, or start a new message quoting the old OFS- reference.

That link opens the conversation inside the help widget, so it only works on a page where the widget renders. Try the site's home page. If the widget is not running at all, use the contact form and quote the OFS- reference — it is in the same email and, unlike the link, is safe to paste anywhere.

I got "This conversation has reached its message limit"​

A conversation holds 200 messages. Start a new one from the help home; the team can read the old thread and will pick up where you left off.

I got "Too many attempts. Please wait a minute and try again."​

Every support surface is rate-limited: 6 new tickets and 6 new chat conversations per 10 minutes, 20 chat messages per 10 minutes, 40 follow-ups per 10 minutes on one conversation, 5 contact-form submissions per 10 minutes, 5 Boost order reports per 10 minutes. Wait a little and try again — nothing already sent is lost.

It says "Support access restricted"​

The account or the email address has been barred from the support surfaces for abuse. Product access is untouched. Email [email protected] from the address on the account if you think it is a mistake. See Ticket statuses and threads.

Can I attach a screenshot or a file?​

No support route accepts attachments — with one exception: a campaign report takes screenshots, because there they are evidence (Trust and safety). Everywhere else, paste the exact error text, the page URL, references and numbers instead — that is usually more useful than an image.

Can I change the email a reply goes to?​

Not on an existing conversation. Send a new message from the address you want the reply on and mention the old reference so the team can join them up.

Nobody from Onflow Ads will contact you on Telegram about a ticket

The bot has no support command and no help handler, and no support reply is ever delivered as a Telegram message. Anyone messaging you there claiming to be Onflow Ads support is an impersonator — never send them a one-time code, a password, a seed phrase or a payment.

Is my support conversation private?​

It is not listed publicly and does not appear on your account pages. It is reachable by anyone holding the link from your emails, so do not forward those to people you do not trust.

My Boost order report never appeared under Your conversations​

Expected. Report a problem on an order files a ticket but creates no browser row and sends no acknowledgement email, so it is not listed in the widget. Watch your account's inbox. See Reporting a problem with a Boost order.

The app, cookies and the page itself​

I see a "You're offline" page​

That page comes from your own device, not from our servers. Onflow Ads keeps a small offline fallback in your browser, and it appears when a page could not load because the connection dropped. Nothing on your account is affected and no work is lost. Check your connection and press Try again. If the connection is fine and it keeps appearing, check https://onflowads.com/status from another network. See Installing the app.

The guide mentions an "Install app" button I cannot find​

The Install app button (in the account menu, the site menu and the footer) is hidden unless your browser can actually install the site, or you are in an app's browser where it offers Open in browser. Once you are inside the installed app it turns into Update app or Check for updates. On Firefox on a computer it never appears, by design: Firefox does not install web apps. See Installing the app.

The page reloaded itself right after I saved my cookie choice​

You turned Marketing off after those tags had already loaded during that visit. A script that has run cannot be un-run, so the page reloads to make "off" actually mean off. See Cookie preferences.

It appears on a first visit only when the consent requirement is on and at least one tracking or advertising tag is configured. Where there is nothing to disclose, nothing is shown. The Cookie preferences entry in every footer opens the same dialog regardless.

There is a red strip across the top of every page​

That is an incident notice written by the team. Read it — it says what is affected. The same message appears on the status page, and it is deliberately shown on the maintenance holding page too.

Account and sign-in​

I cannot sign in​

  • Check the email you registered with, then use Forgot password? on the sign-in page.
  • If you signed up recently, finish email verification first at https://onflowads.com/verify and check your inbox and spam.
  • Still locked out? Write in from the contact form using the email on the account, or use the widget with the topic Account & sign-in.

The whole site returns a bare "Forbidden."​

That is a network-level block rather than anything about your account, and it deliberately gives no reason. Try from another network or device; if it follows you, email [email protected] from another connection.

I never received my verification email​

Check spam first. If it is genuinely missing, request it again from the verification page and make sure your inbox is not blocking automated senders. If nothing arrives, write in through the contact form.

A dashboard page keeps sending me to the sign-in screen​

Your session expired. Sign in again and reopen the page. The contact form and [email protected] need no session in the meantime.

Payments, orders and promotions​

My payment went through but my balance did not update​

Give it a couple of minutes and refresh — confirmations can arrive with a short delay, and they are processed even during maintenance. If the balance is still short, write in with the topic Payments & top-ups, including the approximate time and amount. More detail in Payment troubleshooting.

A Boost / SMM order is not delivering as expected​

Use the built-in flow rather than a generic message:

  1. Open your orders at https://onflowads.com/telegram/dashboard/boost/orders.
  2. Press Report a problem on the affected order.
  3. Under What happened?, describe it — what you ordered, what you have counted, when it stopped — and press Send report.

The ticket carries the order's details automatically and is filed at high priority; the reply comes by email. Full walkthrough: Reporting a problem with a Boost order.

Where can I read the refund rules?​

The refund policy is published at https://onflowads.com/refunds. For a question about a specific charge, write in with the topic Payments & top-ups.

There is a line under my ad that I did not write​

That is the platform's own label: advertisement via onflowads.com, one blank line under your copy, linking to the site. It is added when the post is sent, not when you compose it, so it is not in the creative you approved.

Two things surprise people about it, and both are deliberate:

  • The channel's plan decides whether it appears, not yours. It is dropped for channels whose owner is on Plus and above. An advertiser on Plus booking a slot in a Free owner's channel will still see the line under their ad, because the ad is in that owner's channel.
  • Its absence proves nothing. Only a post our bot publishes can carry the line. Where the owner publishes the ad by hand instead, nothing in that route can add it. And on a paid promotion, if the line would push the caption past Telegram's 1,024-character caption limit, the line is dropped rather than the post failing to send. So one ad without it is not evidence the host is on a paid plan.

There is no per-ad purchase that removes it. The whole rule is on Post buttons and links, and what it means for a booking on What you are actually buying. Nothing to raise a ticket about unless the line is missing from a channel that should carry it.

I paid for 1/24 and my post was never pinned​

For a booking made recently, that is correct behaviour and not a delivery failure.

The first number is time at the top, not a pin. 1/24 sells one hour in which your ad is the newest post in the channel — the owner publishes nothing after it — followed by 24 hours living in the feed. It was never held above the feed by Telegram's pin. The same reading applies to 2/48, 3/72, the native format and the monthly one.

A pin is bought separately. Some owners offer Pinned for the whole campaign as a paid extra on their rate card, priced by them, and one format — the “7 days in feed · pinned throughout” slot — sells nothing but the pin. If you did not buy the extra and did not book that format, no pin was owed.

Older bookings are the exception, and they are honoured. Orders placed before the formats were re-described were sold as "pinned for N hours" and are still delivered and policed that way — nothing was quietly re-interpreted underneath anyone. If your order is an old one and the post was not pinned, that is a delivery problem: write in with the topic Paid promotions and the order reference.

Full detail: What you are actually buying.

My reliability score dropped 0.40 for posting in my own channel​

You posted something else while a paid ad in that channel still had its agreed time at the top of the feed. The format the buyer paid for promises that for those minutes their ad is the newest post in the channel; publishing anything after it inside that window ends the promise early.

What is worth knowing before you write in:

  • It is −0.40, it lands on the channel owner only, and it moves no money. The placement runs its full duration and the payout is untouched. It is a smaller mark than an ad being removed early (−1.50) because it is a smaller wrong.
  • The ad's own album counts as one post. Several images sent together as one album are not intruders on themselves, and neither are service messages such as a pin or a join.
  • An inconclusive check never costs you anything. The check has three answers, not two: clean, breached, or unknown. Unknown is filed as unknown — never as a breach and never as a clean run — retried on later passes, and given up on roughly a day later if it never resolves. A score does not move on a reading the platform could not take.

How the check works: The top-of-feed exclusivity check. The mark in context with every other one: Your reliability score. If you believe it is wrong, the topic is Reliability score issue and the route is Appealing a penalty.

A problem with a paid promotion​

Use the widget with the topic Paid promotions and include the booking or order reference. On some plans, paid-promotion concerns carry a published resolution-time target — shown on the plan pages.

Site availability​

The site is down, slow, or erroring for me​

  1. Check https://onflowads.com/status. Some systems are degraded or an incident notice means the team already has the signal — the page refreshes itself every 30 seconds, so you can watch it.
  2. If you see the We're tuning things up page, that is planned maintenance and it reconnects you automatically.
  3. If status is green, try a hard refresh, another network, or another browser — then tell us what you are seeing, including the page URL and the exact error text.

The status page says everything is operational but I am still stuck​

The status page reports platform-wide health. It cannot see your account, a single order, or your browser. Work through the relevant section above, then write in with the page URL, what you did and the exact error.

I pressed a button twice. Did it happen twice?​

No. A button you press stays busy, with a small spinner, until the site answers, and further presses do nothing until then. If the same request still arrives more than once (two tabs, a slow network that repeats it, a double tap on a phone), it is carried out once and every copy gets the same answer. The same holds for the buttons in the Telegram bot: a second tap while the first is still working shows Already on it. and does nothing else.

Pressing a toggle again, such as a vote or the watch heart, still flips it back. That is a new choice, not a repeat.

The site says it is very busy right now​

When far more people act at the same moment than the site can serve, some requests are turned away straight away instead of being left to hang. You see The site is very busy right now and this did not go through. Nothing was changed. The page tries once more by itself after a few seconds. If you still see the message, wait a moment and press the button again. Nothing was charged or saved by the attempt that was turned away.

One dashboard section says it is in maintenance but the rest works​

Normal. Maintenance can apply to a single section while everything else stays live. Check back shortly, or watch the status page.

Do not open a second conversation for the same problem

A duplicate splits the history across two threads and slows both down. Follow up in the conversation you already have, or quote its OFS- reference in the new one so the team can join them. Opening several in quick succession also trips the rate limit and blocks you for a few minutes.

Still stuck?​

Open the help widget and ask, or go to https://onflowads.com/contact. Include what you were doing, the page you were on, and any reference codes — a support conversation's OFS-…, a contact enquiry's OFM-…, an order's OFB-… or OFO-…, an invoice's OFI-…. Your Onflow Ads IDs says where to find each one. The more specific the message, the faster the fix.

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