Troubleshooting the Onflow AI chat

Every message and problem you can meet inside the chat with Onflow AI, with what it means and what to do. Find the message you see, or the thing that is not working, under the task you were doing.

Messages that can appear anywhere on the site are on Error message index. Problems with the Help button, Email the team and your conversations are on Troubleshooting Help and support.

Starting a chat

These messages appear between pressing Start new support chat and getting your first answer. If the security check stops you first, or you see "Too many attempts. Please wait a minute and try again.", see Error message index.

"Please accept the chat notice before sending a message."

• Where you see it: In the chat, when you send a message. The Before we start notice is shown again.
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: The chat you typed into has no accepted notice. This happens when the page was left open for a long time or the earlier chat has gone.
• How to fix it: Press Accept and start chat. The question you typed is sent straight afterwards. Nothing was saved or counted against your allowance.

"You can still reach a person — email the team and we will reply to your inbox."

• Where you see it: In the chat, under the line "Sending messages is closed for this conversation.", with an Email the team button. There is no box to type in.
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: You pressed Decline on the Before we start notice, so no chat with Onflow AI was started.
• How to fix it: Press Email the team to write to a person. If you declined by mistake, go back, press Start new support chat and accept the notice.

"This conversation is closed."

• Where you see it: Under the buttons of the Before we start notice, after you press Accept and start chat.
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: The notice belongs to a chat that was already declined, so it cannot be accepted any more.
• How to fix it: Press Back to help, then Start new support chat. A fresh notice appears; accept it and ask your question.

"Conversation not found."

• Where you see it: Under the buttons of the Before we start notice, after you press Accept and start chat or Decline.
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: This browser remembered a chat that no longer exists. Nothing was recorded.
• How to fix it: Press Back to help, then Start new support chat.

Help-centre cards appear instead of a chat

• Where you see it: In the support panel, after you type a question. You see "Here’s the best match from our help centre — this should answer it." or "Here are the closest answers from our help centre — one of these should help.", with cards that end in Learn more.
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: Onflow AI is not available at the moment, and your question matched written help answers. No conversation was created.
• How to fix it: Read the cards. If they do not answer you, press Still need help? Email the team. Your question is carried into the form.

"Onflow AI is temporarily unavailable — your message will reach the team by email instead."

• Where you see it: In the support panel, above the Email the team form, with your question already typed in.
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: Onflow AI is not available at the moment and no written help answer matched your question.
• How to fix it: Add your email address and press Send message. A person replies by email. See Emailing the support team.

"The AI assistant is turned off for your account, so our team answers by email."

• Where you see it: In the chat, as the first line, followed by a question asking which email address the reply should go to.
• Plans affected: Every plan. It is a choice made for one account, not a plan limit.
• Why it happens: The assistant has been switched off for your account. A member can ask the team for this, for privacy.
• How to fix it: Give your email address, then describe the issue. A person answers by email. To have Onflow AI back, ask the team in that same message.

Sending a message

These problems appear after the chat has started, when you send a question or read the reply. "Sending messages is closed for this conversation." is explained on Troubleshooting Help and support; "This feature is temporarily unavailable. Please try again shortly." is on Error message index.

"Network error — retry"

• Where you see it: In the chat, in the line under the box, with a retry link. The message you sent stays greyed out above it. Other wordings of the same problem are "You’re offline — retry when you’re back.", "Couldn’t send — please try again." and, under the notice buttons, "Network error — please try again."
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: Your message did not reach us. The connection dropped, or your device is offline.
• How to fix it: Check your connection, then press retry. The same text is sent again; you do not need to retype it. If there is no retry link, send the message again.

"Type a message."

• Where you see it: In the chat, under the box, after you press send.
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: The box was empty and no screenshot was attached.
• How to fix it: Type your question, then send. Nothing was counted against your allowance.

"That conversation belongs to another account."

• Where you see it: In the chat, when you send a message or reopen a chat.
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: This browser holds a chat that was started under a different account. It happens on a shared computer, or after you sign out or switch accounts.
• How to fix it: Sign in to the account that started the chat. Or reopen the panel: the old chat is set aside and you are offered the notice for a new one.

"I’m having trouble reaching my knowledge base right now."

• Where you see it: In the chat, as the assistant's reply. It continues: "Would you like me to connect you with a human teammate? Reply “yes” and I’ll take your details."
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: The assistant could not produce an answer this time. The messages are handed back to your allowance.
• How to fix it: Reply yes to be handed to a person, or ask your question again in a minute.

"We’ve been at this a while — let me get a human teammate to take over."

• Where you see it: In the chat, as the assistant's reply, followed by the offer to connect you with a teammate.
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: This one chat has become very long. From here the assistant repeats this line until you answer the offer. These replies are not counted against your allowance.
• How to fix it: Reply yes to hand the chat to a person. For a new subject, press End chat and start a new chat.

"I can only help with Onflow Ads — your account, your campaigns and orders, your wallet, or how the platform works."

• Where you see it: In the chat, as the assistant's reply. If it happens again, the wording becomes firmer: "This chat is for Onflow Ads support only, so I won't engage with that."
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: Your message or screenshot had nothing to do with Onflow Ads. The assistant answers Onflow Ads questions only. On a plan with an allowance, an unrelated message still spends AI messages.
• How to fix it: Ask about your account, your campaigns and orders, your wallet, or how the platform works. Repeated unrelated messages count as misuse and can close the chat.

"This conversation has been closed because it kept being used for things that have nothing to do with Onflow Ads."

• Where you see it: In the chat, as the last line of a closed conversation. There is no box to type in.
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: The chat kept being used for unrelated questions or pictures after the assistant's warnings.
• How to fix it: Press Start a new chat when you have a question about Onflow Ads. The closed conversation stays readable under Messages.

"For your safety I hid a card number, password or secret you pasted"

• Where you see it: In the chat, as the first line of the assistant's reply. Before you send, a line under the box may already warn you: "That looks like a card number. You never need to share it with us — it will be hidden if you send it." The same line can name "a password or key" or "an API key".
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: Your message contained something that looked like a secret. It was hidden and never stored. Support never needs it.
• How to fix it: Nothing is wrong. If the answer missed your point, send the question again without the secret. A one-time code you type when the assistant asks for one shows as dots, with "Code hidden for your security".

The box stops accepting text at "2000 / 2000"

• Where you see it: In the chat, in the counter beside the box, which turns red.
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: One chat message holds up to 2,000 characters.
• How to fix it: Send the first part, then the rest in a second message. For a long description, Email the team gives you more room.

The reply is in English although you wrote in another language

• Where you see it: In the chat, in the assistant's reply.
• Plans affected: Free, Lite and Plus, and signed-out visitors.
• Why it happens: The assistant understood your question. Replies in your own language are part of Elite and above; on the other plans it answers in clear English.
• How to fix it: Nothing is broken, and you can keep writing in your language. To get replies in it, see Comparing the six plans.

An answer has no rows under From the guide

• Where you see it: In the chat, under a reply that usually ends with links to guide pages.
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: The assistant did not find a guide page it could rely on for that answer.
• How to fix it: Treat the answer with care. If it matters, ask again in other words or say "talk to a person". See What Onflow AI knows.

The AI message allowance

The chat counts your message as one and the reply as one. Signed-out visitors and members on Free have an allowance for each cycle; Lite and above are unlimited. Reaching a person is never limited by the allowance.

Signed out The allowance wall replaces the chat when no AI messages are left. 1 The title tells you the allowance is used up. 2 This line says when your allowance comes back. 3 Sign in — it’s free gives a signed-out visitor the larger Free allowance. 4 Email the team instead is always there and is never limited. A Free member sees the same wall with a different title and no sign-in button.

"You’ve used N% of your AI support allowance"

• Where you see it: In the chat, in a strip above the box, with "Resets" and when your allowance resets. Signed out, the strip reads "You’ve used N% of your free AI messages" and adds a Sign in link.
• Plans affected: Free, and signed-out visitors.
• Why it happens: Most of this cycle's AI messages are used. It is a warning only; the chat still works.
• How to fix it: Keep going, and put your whole question in one message to save messages. Signed out, press Sign in for the larger Free allowance. On Free, a card titled "AI support allowance" slides in. It reads "Lite and above include unlimited AI support.", and its See plans button opens the plans.

"You’ve used every AI message in this cycle"

• Where you see it: In the chat, in the strip above the box, with "Comes back" and when.
• Plans affected: Free, and signed-out visitors.
• Why it happens: Your last answer used the final messages of this cycle. Your next question shows the allowance wall.
• How to fix it: Wait until the allowance comes back, or use Email the team for anything urgent. Saying "talk to a person" still works with no messages left.

"You’ve used your free AI messages"

• Where you see it: In the chat, as a wall in place of the conversation, after you send a question. Under the title it reads "You’ve used this cycle’s AI support messages. Email our team below and we’ll reply straight to your inbox." A card with the same title slides in beside it for a few seconds. That card begins "Signed out, you get", followed by your allowance and how much of it you have used.
• Plans affected: Signed-out visitors only.
• Why it happens: The signed-out allowance for this cycle is used up. An answer needs two messages, yours and the reply, so one message left is not enough. Your question was not answered and not saved.
• How to fix it: Press Sign in — it’s free to get the Free allowance, or press Email the team instead. Your question is carried into the email form.

"You’re out of AI messages for this cycle"

• Where you see it: In the chat, as a wall in place of the conversation, with a line that begins "Your allowance comes back". A card with the same title and an Upgrade to Lite button slides in for a few seconds. That card begins "The Free plan includes", followed by your allowance and how much of it you have used.
• Plans affected: Free.
• Why it happens: The Free allowance for this cycle is used up. Your question was not answered and not saved; the conversation is kept.
• How to fix it: Press Email the team instead; a person replies to your inbox and your question is carried over. Or wait until the allowance comes back. Lite and above have unlimited AI support: see Pricing.

Asking for a person

You can ask for a person at any time: say "talk to a person", press Talk to a person, or type /human. The assistant then asks for an email address and a description of the issue, and these messages belong to those two steps.

"That doesn’t look like an email — check it and send again."

• Where you see it: In the chat, under the box, after the assistant asks which email address the reply should go to. The assistant may say it at more length: "That doesn’t look like a valid email address — please enter the email where our team’s reply should go".
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: What you sent is not a complete email address.
• How to fix it: Type the full address, for example [email protected], and send it. To stay with the assistant instead, type cancel.

"I couldn’t reach the ticket desk just now — please try sending that again in a moment."

• Where you see it: In the chat, as the assistant's reply to your description of the issue.
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: The last step of the handover did not go through. The chat is intact and is still waiting for your description.
• How to fix it: Send the description of your issue again. You do not need to give your email address a second time.

"Got it — that’s added to your request, which is already with our team."

• Where you see it: In the chat, as the assistant's reply during a handover.
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: You sent two messages at the last step. Both are in the conversation, and one request was filed with the team.
• How to fix it: Nothing to fix. Wait for the teammate's reply in the chat and by email, and keep the reference the assistant gave you.

Answers about your own account

Onflow AI reads your own account only while you are signed in, on every plan. Signed out, it answers from the guide and the policies and never from account data. There is no in-chat verification.

"I can answer questions about your own account once you’re signed in — every plan includes that."

• Where you see it: In the chat, as the assistant's reply, with a Sign in button.
• Plans affected: Signed-out visitors only.
• Why it happens: You asked about your own account while signed out.
• How to fix it: Press Sign in, sign in, and ask again. See Answers about your own account.

"References like reference are private to the account that owns them."

• Where you see it: In the chat, as the assistant's reply, naming the reference you pasted.
• Plans affected: Signed-out visitors only.
• Why it happens: You pasted an order, campaign or payment reference while signed out. References are never looked up for a signed-out visitor.
• How to fix it: Sign in to the account that owns the reference, then paste it again.

"Account questions are answered for the signed-in owner only — there is no in-chat verification."

• Where you see it: In the chat, as the assistant's reply, after you ask to verify yourself. If you ask while signed in, the reply is "You’re already signed in, so no verification is needed — just ask me your account question."
• Plans affected: Signed-out visitors. The second reply is for signed-in members on every plan.
• Why it happens: You cannot prove who you are inside the chat. Signing in is the only way the assistant reads an account.
• How to fix it: Sign in on the site and ask again. If you are already signed in, ask your account question directly. If you cannot sign in, see Troubleshooting signing in.

"I don’t have anything I can share about reference."

• Where you see it: In the chat, as the assistant's reply to a reference you pasted while signed in.
• Plans affected: Every plan.
• Why it happens: The reference does not belong to the account you are signed in with, or it is not a real reference. The reply is the same in both cases.
• How to fix it:
  1. Copy the reference again from the page or email it came from.
  2. Check which account you are signed in with.
  3. If you are sure it is yours, say "talk to a person" and give the reference.

"Orders are private to the account that placed them."

• Where you see it: In the chat, after you press Track an order or ask about an order while signed out.
• Plans affected: Signed-out visitors only.
• Why it happens: An order is shown only to the account that placed it.
• How to fix it: Sign in on the site, then paste the order's reference into the chat. The assistant tells you where the order stands.

The answer is general, without your own figures

• Where you see it: In the chat, when you are signed in and the reply explains a rule without your own balances, refunds or channel details.
• Plans affected: Every plan.
• Why it happens: The detailed lookups run when you name the topic or paste a reference. A broad question gets a broad answer. Partner suggestions also need a connected channel.
• How to fix it: Name what you want, for example your refund standing or your reliability score, or paste the reference. For partner suggestions, connect a channel first, then ask again.

Tasks the assistant carries out

On Plus and above the assistant can carry out routine tasks after you confirm them. On Free and Lite it still reads your account and shows you where to do the task yourself. The full list is on Tasks Onflow AI can do for you.

"I can do that for you, but only from a signed-in session — sign in and ask me again, and I’ll take it from there."

• Where you see it: In the chat, as the assistant's reply, with a Sign in button.
• Plans affected: Signed-out visitors, and members whose sign-in ended before they confirmed.
• Why it happens: A task changes something in an account, so it is offered only while you are signed in.
• How to fix it: Sign in and ask again. Nothing was changed.

"Doing things inside your account from this chat — cancelling an order, accepting a booking, pausing a listing, marking notifications read — is part of the Plus plan and above."

• Where you see it: In the chat, as the assistant's reply, with See plans and a button to the page where you can do the task yourself.
• Plans affected: Free and Lite.
• Why it happens: Tasks from the chat start at Plus. This includes Email me a copy and connecting Telegram from the chat. Reading your account is included on every plan.
• How to fix it: Press the page button under the reply and do the task there, or see Upgrading your plan. For a copy of the chat, use Download transcript in the chat menu.

"Actions from the chat are switched off at the moment — here is how to do it yourself."

• Where you see it: In the chat, as the assistant's reply, with a button to the page for that task.
• Plans affected: Every plan, and signed-out visitors.
• Why it happens: Tasks from the chat, or that one task, are paused for everyone at the moment.
• How to fix it: Press the button under the reply and do the task on its own page. Nothing was changed.

"There is nothing on your account that can be cancelled right now."

• Where you see it: In the chat, as the assistant's reply. The words in the middle follow the task you asked for, such as "can be paused".
• Plans affected: Plus and above.
• Why it happens: Nothing on your account is in a state that fits the task. The item has already started, been published or finished.
• How to fix it: Open the item's own page to see its status. If you expected it to qualify, paste its reference and ask the assistant where it stands.

"Which one do you mean? Reply with its reference:"

• Where you see it: In the chat, followed by a short list of references.
• Plans affected: Plus and above.
• Why it happens: More than one item on your account fits what you asked for.
• How to fix it: Reply with one reference from the list, exactly as it is written.

"That offer expired, so I didn’t do anything. Ask again and I’ll set it up fresh."

• Where you see it: In the chat, after you confirm a task the assistant proposed.
• Plans affected: Plus and above.
• Why it happens: The proposal was no longer open. The time shown on its card had passed, a newer request replaced it, it was already used, or the signed-in account changed.
• How to fix it: Ask for the task again and confirm the new proposal before the time on its card.

"Not confirmed — I’ve changed nothing. Ask again whenever you’re ready."

• Where you see it: In the chat, after you answer a proposal. If you said no, the line is "Alright, I’ve set that aside — nothing changed."
• Plans affected: Plus and above.
• Why it happens: Your reply was not the exact word the proposal asked for. A task that needs CONFIRM does not accept "confirm" in lower case or a sentence around it.
• How to fix it: Ask again. When the proposal appears, type CONFIRM in capitals with nothing else, or press the Type CONFIRM button under the card.

"I couldn’t do that: reason"

• Where you see it: In the chat, after you confirm a task. The result card shows Result as "not done".
• Plans affected: Plus and above.
• Why it happens: The task was refused by the same rule its page applies, and the reason is the one that page would give. Sometimes the reason is that something went wrong on our side. Nothing was changed.
• How to fix it: Read the reason and fix what it names, or do the task on its own page. If it says something went wrong on our side, try again later or say "talk to a person".

"Let’s slow down a little — try that again in a few minutes."

• Where you see it: In the chat, as the assistant's reply to a task request.
• Plans affected: Plus and above.
• Why it happens: You asked for several tasks in a short time.
• How to fix it: Wait a few minutes, then ask again. If it repeats, wait longer. You can still do the task on its own page.

"I can’t take an instruction like that just now — please try again in a moment."

• Where you see it: In the chat, as the assistant's reply to a task request.
• Plans affected: Plus and above.
• Why it happens: The proposal could not be prepared this time. Nothing was changed.
• How to fix it: Ask again in a moment, in the same words.

The confirmation buttons are greyed out

• Where you see it: In the chat, on the Type CONFIRM, Yes, go ahead and No, leave it buttons under an earlier proposal card.
• Plans affected: Plus and above.
• Why it happens: The buttons work only under the newest message, while the assistant is waiting for your answer. An older proposal is no longer open.
• How to fix it: Ask for the task again and use the buttons under the new proposal.

"Tell me the reason in the same message — for example:"

• Where you see it: In the chat, as the assistant's reply to a task that needs a detail from you. For other tasks the line starts "Tell me the stars", "Tell me the level" or "Tell me what went wrong".
• Plans affected: Plus and above.
• Why it happens: You asked for an appeal, a rating, a content level or a concern without the reason, the stars or the level. Nothing is proposed until the assistant has it.
• How to fix it: Send the request again as one full sentence that includes the detail, following the example the assistant gives.

Email me a copy answers that a copy was sent very recently, or that no email is on file

• Where you see it: In the chat, as "I couldn’t do that: a copy was sent very recently — check your inbox" or "I couldn’t do that: no email is on file to send it to".
• Plans affected: Plus and above.
• Why it happens: A copy of this chat was emailed a short while ago, or your account has no email address the copy can go to.
• How to fix it: Check your inbox and spam folder for the earlier copy. If your account has no email address, add one in Account settings. Download transcript in the chat menu works at once on every plan.

Your data report and account deletion from the chat

On Plus and above you can ask the assistant for a report of your account data, and to start or stop an account deletion. Both are protected by extra checks, and each message below tells you which check stopped the request.

"I can help with that, but I need to know who you are first — and I can't take a request like this from someone who isn't signed in."

• Where you see it: In the chat, as the assistant's reply to a request for your data or for an account deletion.
• Plans affected: Signed-out visitors only.
• Why it happens: These requests are taken only from the signed-in owner of the account.
• How to fix it: Sign in to your account and ask again.

"Sending your full data report from this chat is part of the Plus plan and above."

• Where you see it: In the chat, with See plans and Contact the team. For deletion the line begins "Starting or stopping an account deletion from this chat is part of the Plus plan and above."
• Plans affected: Free and Lite.
• Why it happens: The data report and the deletion steps inside the chat start at Plus.
• How to fix it: Write to [email protected] from the email address on your account, or use the contact form. A deletion that is already scheduled can always be stopped with Stop deletion in the red banner at the top of the site.

"Two-factor authentication isn't switched on for this account."

• Where you see it: In the chat, when you ask for your data report. Related lines begin "Two-factor authentication was switched on" and "We can't tell when two-factor authentication was switched on for this account".
• Plans affected: Plus and above.
• Why it happens: A data report is released only to an account protected by two-factor authentication, and only after it has been on for a while.
• How to fix it: Switch it on as described in Two-factor authentication, then ask again after the wait the message names. If the message gives a date, ask again on that date. If it says it cannot tell when two-factor authentication was switched on, switch it off and on again, then wait as the message says.

The assistant says you have already had the most copies of your data it releases

• Where you see it: In the chat, when you ask for your data report. The message gives the date you can ask again.
• Plans affected: Plus and above.
• Why it happens: There is a limit on how many copies of your data are released in a period.
• How to fix it: Ask again on the date shown. If one of the earlier copies never reached you, contact support and say so; do not ask the assistant again.

"This account was created with Telegram and doesn't have an email address yet"

• Where you see it: In the chat, when you ask for your data report. For deletion the line begins "Deleting an account needs a code emailed to you".
• Plans affected: Plus and above.
• Why it happens: Both requests need a one-time code sent by email, and your account has no email address to send it to.
• How to fix it: Add your email address in Account settings, then ask the assistant again.

"That code didn't match."

• Where you see it: In the chat, after you enter the code from your authenticator app or the code emailed to you. If you were too late, the line is "That request has already been closed, so that code no longer works." If you ask for your data again while a request is still open, the reply begins "Your authenticator is already confirmed for this request" and asks for the emailed code you already have.
• Plans affected: Plus and above.
• Why it happens: The code was mistyped or out of date, or the time to use it ran out.
• How to fix it: For the authenticator, enter the code your app shows now. For the emailed code, check the newest email from the assistant. Say cancel to stop. If the request was closed, ask for your data again.

"Something went wrong building your report and I don't want to send you a half-finished file."

• Where you see it: In the chat, after both codes were accepted. Related lines are "Your report was built, but I couldn't keep it ready to send just now, so nothing was delivered." and a line that begins "I can't reach the part of the system that handles that right now". Before any code is asked for, the assistant may instead say "I can't send that right now, and I can't tell you why — which is my problem, not yours."
• Plans affected: Plus and above.
• Why it happens: The report could not be finished or kept ready. Nothing was sent, and nothing on your account was changed.
• How to fix it: Ask for your data again in a few minutes. If it keeps failing, say human and a person takes it over.

"This report has been deleted."

• Where you see it: In the chat, inside the message that said your report was ready, in place of its delivery buttons. An emailed transcript of the chat shows the same words. If you press a delivery button too late, the reply begins "That report is no longer available".
• Plans affected: Plus and above.
• Why it happens: A finished report is kept ready for a limited time, which the ready message states. The file is then deleted for security, and nothing is kept on our side. The message also says how the report was sent, if you collected it.
• How to fix it: Ask the assistant for your data again; it builds a fresh report. Choose a delivery button as soon as the new one is ready.

A delivery button is greyed out, or the report was already sent that way

• Where you see it: In the chat, under a report. Pointing at a greyed button shows "A newer report has replaced this one — use the buttons under it." After a successful send, the button reads Sent. If one way is used up, the reply begins "That report has already been sent that way".
• Plans affected: Plus and above.
• Why it happens: Only the newest report's buttons work, and each way of sending a report can be used a limited number of times.
• How to fix it: Use the buttons under the newest report. If one way is used up, choose another of Email it to me, Send to Telegram and Download PDF, or ask for a fresh report.

"I couldn't email the report just now — nothing was sent."

• Where you see it: In the chat, after you press Email it to me. Related lines are "There's no real email address on your account to send it to." and, for Download PDF, "Couldn’t download the report — please try again." Any delivery button can also answer "Couldn’t do that — please try again."
• Plans affected: Plus and above.
• Why it happens: The email or the download did not go through, or your account has no email address the report can go to.
• How to fix it: Press the button again in a moment, or choose another delivery button. To use email, add an address in Account settings.

"Telegram didn't accept the file — the bot may be blocked, or you may not have pressed Start in it."

• Where you see it: In the chat, after you press Send to Telegram. If Telegram is not connected, the line is "Your account doesn't have a Telegram link the bot can message, so I can't send it there."
• Plans affected: Plus and above.
• Why it happens: The bot cannot message you. You blocked it, never pressed Start in it, or your account is not connected to Telegram.
• How to fix it: Open @OnflowAdsBot, unblock it and press Start, then press Send to Telegram again. Or use Email it to me or Download PDF. See Connecting your Telegram.

"I can only send a report to the account it was built for, from the conversation it was built in."

• Where you see it: In the chat, after you press a delivery button. After signing out you may see "Please sign in to continue." or "This conversation belongs to another account."
• Plans affected: Plus and above.
• Why it happens: The button was pressed from a different account, browser or conversation than the one that asked for the report.
• How to fix it: Sign in as the account that asked, in the same browser, and press the button again. If that is not possible, ask for a fresh report.

"Your report is already being put together"

• Where you see it: In the chat, when you ask for your data while a report is being built.
• Plans affected: Plus and above.
• Why it happens: The request was sent twice, for example by a double tap or from a second device.
• How to fix it: Wait. The delivery buttons appear in the chat as soon as the report is ready; do not ask again.

"That code has expired or was already used"

• Where you see it: In the chat, after you enter the emailed code that confirms an account deletion. The line continues by offering a fresh code. A mistyped code gets "That code doesn’t match", with the number of attempts you have left. After too many wrong codes the line is "Too many incorrect codes, so I’ve cancelled this verification for now."
• Plans affected: Plus and above.
• Why it happens: The code you entered is out of date, was already used, or was mistyped. No deletion was started.
• How to fix it: Check the newest email from the assistant and enter that code. If it still fails, say cancel, then ask the assistant to delete your account again; it sends a fresh code. If the assistant cancelled the request itself, ask again when you are ready.

"Your account is already scheduled for deletion on date."

• Where you see it: In the chat, when you ask to delete an account whose deletion is already scheduled. A strip above the box reads "Account deletion scheduled for" and the date, with a Stop deletion button. If you ask to stop a deletion and none is scheduled, the reply is "There's no deletion scheduled on your account, so there's nothing to stop. You're all good."
• Plans affected: Plus and above.
• Why it happens: The request you made is already in place. Nothing was changed by asking again.
• How to fix it: Nothing more is needed if you want the deletion. To keep your account, tell the assistant to stop the deletion, or press Stop deletion in the chat or in the red banner at the top of the site.

"No problem — I haven't changed anything. Your account is exactly as it was."

• Where you see it: In the chat, after the assistant asks you to confirm an account deletion. If you cancel a data report, the line is "No problem — I've stopped that. Nothing was sent."
• Plans affected: Plus and above.
• Why it happens: You typed something other than the word the assistant asked for, so the deletion was not started.
• How to fix it: If you did not want to delete your account, nothing more is needed. If you did, ask the assistant to delete your account again and type DELETE in capitals when it asks.

Screenshots in the chat

Sending a screenshot is not a plan feature. It opens once your lifetime top-ups reach the threshold the chat shows you, on any plan. The limits are on Sending a screenshot to support.

"Sign in to send a screenshot — the chat reads them for members who have topped up threshold or more."

• Where you see it: In the chat, as a notice with a Sign in button, when you press the paperclip, paste a picture or drop one on the box.
• Plans affected: Signed-out visitors only.
• Why it happens: Screenshots are never accepted from a signed-out visitor.
• How to fix it: Press Sign in. If your account does not have screenshots, describe the problem in words and paste the text of any error message.

"Sending screenshots unlocks once your lifetime top-ups reach threshold. You have added amount so far."

• Where you see it: In the chat, as a notice with an Add funds button, when you try to attach a picture. The paperclip is dimmed.
• Plans affected: Every plan. An Elite member can see it, and a Free member who has topped up enough does not.
• Why it happens: Your lifetime top-ups are below the threshold the message names. The picture was not uploaded.
• How to fix it: Send your message as text: describe what you see and paste the exact error wording. Only top-ups count toward the threshold; a plan upgrade does not unlock it. See Adding funds.

"Sending screenshots is switched off on this account."

• Where you see it: In the chat, when you try to attach a picture. When it is off for everyone the line is "Reading screenshots is switched off right now."
• Plans affected: Every plan.
• Why it happens: The team has switched screenshots off, for your account or for the whole chat.
• How to fix it: Describe the problem in words. If you think it was switched off for your account by mistake, say "talk to a person" and ask.

"Screenshots aren't available in the chat at the moment."

• Where you see it: In the chat, when you try to attach a picture. Other wordings are "Screenshots are not available on this chat.", "Sending screenshots is not available on this chat." and "Screenshots aren't available in the chat yet — please try again shortly."
• Plans affected: Every plan.
• Why it happens: The chat could not confirm whether you can send screenshots, or it has not finished loading.
• How to fix it: Try again shortly. Meanwhile, send your question as text.

"That is not an image — attach a PNG, JPG, WebP or GIF screenshot."

• Where you see it: In the chat, when you pick, paste or drop a file. The shorter form is "Attach a PNG, JPG, WebP or GIF screenshot."
• Plans affected: Every plan.
• Why it happens: The file is not a PNG, JPG, WebP or GIF picture. A file that is not really a picture is refused too, whatever its name.
• How to fix it: Take a normal screenshot and attach that. For a document or a video, describe it in words, or ask the teammate where to send it.

"N screenshots is the limit on one message."

• Where you see it: In the chat, when you add one picture too many. A longer form ends "send these first."
• Plans affected: Every plan.
• Why it happens: One message carries a limited number of pictures. The message names the number.
• How to fix it: Send the pictures already attached, then attach the rest to your next message. To swap one, remove it with the cross on its tile.

"That image is over the N MB limit — crop it and try again."

• Where you see it: In the chat, when you attach a large picture. A longer form ends "crop it or take a smaller screenshot."
• Plans affected: Every plan.
• Why it happens: The picture is larger than the size the message names.
• How to fix it: Crop the picture to the part that matters, or capture one window instead of the whole screen.

"Start the chat before attaching a screenshot."

• Where you see it: In the chat, when you attach a picture before the chat has started.
• Plans affected: Every plan.
• Why it happens: There is no conversation yet, because the Before we start notice has not been accepted.
• How to fix it: Press Accept and start chat, then attach the picture.

"That conversation is no longer open."

• Where you see it: In the chat, when you attach a picture. If the chat belongs to a different account, the line is "That conversation isn't yours."
• Plans affected: Every plan.
• Why it happens: The conversation no longer exists, or it was started under another account.
• How to fix it: Start a new chat and attach the picture there. For the second message, sign in to the account that started the chat.

"That screenshot didn’t upload — tap Retry on it, or add a message."

• Where you see it: In the chat, when you press send with only a failed picture attached. The failure itself may read "Could not attach that image.", "Could not read that image — please try again." or "That upload came back empty — please try again." A file with nothing in it gets "Choose an image to attach."
• Plans affected: Every plan.
• Why it happens: The upload did not finish, usually because the connection dropped.
• How to fix it: Press Retry on the picture's tile. Or remove it and send your message as text.

There is no paperclip

• Where you see it: In the chat, beside the box, where the paperclip usually is.
• Plans affected: Every plan.
• Why it happens: A teammate has taken over the chat, or the chat is closed. Screenshots go to the assistant only.
• How to fix it: Describe the picture in words. If the teammate needs the file, they tell you where to send it.

Still stuck?

Say "talk to a person" in the chat at any time. It is never limited, on any plan, even when your AI messages are used up. The fastest way to reach support from anywhere is onflowads.com/support.

When you write, include:

• what you were doing when the problem appeared
• the exact message you saw
• the ticket ID shown in the chat, which looks like OFS-000-0000
• the time it happened

Never send a password, a code or a card number. During whole-site maintenance, write to [email protected]. Every route is listed on Help and support.

If the line you see is not on this page, look for it in the Error message index, which also covers a short refusal that no page lists.

Related

• Chatting with Onflow AI
• Tasks Onflow AI can do for you
• Sending a screenshot to support
• Troubleshooting Help and support
• Error message index
• Two-factor authentication