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Payment Troubleshooting

Answers to the payment problems we see most often. If your issue is not here, email [email protected] with the reference, the date and the amount.

Start here​

Before anything else, do these four checks — they resolve most reports:

  1. Reload the wallet page. The balance and Activity list are loaded when the page opens, so a change made elsewhere will not show until you refresh.
  2. Check the Activity list, not just the balance figure. If the credit is there, the payment worked.
  3. Check the Refunds tab if a checkout refused you. An open refund request freezes part of your balance without changing the Total.
  4. Check your email, including spam and promotions, for the receipt.

Top-ups​

I paid, but my balance hasn't updated​

Payments are confirmed from two independent directions: the payment provider notifies our servers directly, and your browser's return to the wallet page triggers a second check. Neither trusts a signature for the amount — both re-read the order from the provider. Both converge on a single, exactly-once wallet credit, so a payment can never be credited twice or lost between them.

  • If the page says "Payment received — we're still confirming it. Your balance will update shortly.", the provider has not finalised confirmation yet. Crypto payments in particular wait for network confirmations.
  • Reload the wallet page after a few minutes. The Activity list shows the credit when it lands, and the receipt email confirms it.
  • A charge that never confirms is reconciled automatically. If money left your account but the credit has not appeared within a few hours, contact support with the date, amount and any reference — a genuinely failed charge is traced and refunded in full.

"Confirming your payment…" and it stays there​

You have just returned from a checkout and the provider is being asked what happened. Give it a moment, then reload the page. If the payment succeeded, the credit will be in your Activity list.

"You left the checkout before it finished…"​

You backed out of the crypto checkout with the browser's Back button. The page does not guess — it asks the server what actually happened to the order. If you had already sent the payment it will still credit once the network confirms it. If you had not, you have not been charged; start again.

"Checkout closed before payment. You have not been charged."​

You dismissed the UPI and card payment overlay before completing payment. Nothing was collected. Press Pay with UPI / Card to try again.

A UPI or card checkout that is never paid shows as Expired in your top-up history after two days, without a "payment failed" message: you simply did not finish it. If you did complete it after all, the payment is not lost — it is flagged to our team, checked with the payment provider and credited.

"That payment didn't go through. You have not been charged."​

The attempt failed at the provider — a declined card, a failed UPI collect, or an expired crypto invoice. Nothing was credited and nothing was collected. Start a fresh top-up. If your bank shows a deduction for a failed attempt, banks typically auto-reverse it; support can trace it if it does not come back within a few hours.

I sent crypto but less than the invoice amount​

Underpaid crypto invoices are not credited at all — the full amount must arrive before the invoice settles, and there is no partial credit. This usually happens when your sending wallet or exchange deducts its own network fee from the amount you entered. Contact support with your order reference and transaction hash.

I sent crypto after the invoice expired​

A crypto invoice is valid for 60 minutes. Contact support with your order reference and the transaction hash. Do not assume it will credit on its own.

I sent crypto on the wrong network or as the wrong coin​

Nothing on our side can reverse a crypto transfer

A payment sent on the wrong network, or as the wrong coin to an address, is outside anyone's reach — ours, the processor's and the network's. Contact [email protected] immediately with the transaction hash and the order reference, but understand that recovery may not be possible.

The prevention is on the checkout screen: match the network selector there against the one your wallet is sending from, every single time.

"Enter between … and … to add to your wallet."​

Your amount is outside the method's limits for the amount credited: $20.00 to $5,000.00 for cryptocurrency, ₹1,000.00 to ₹25,000.00 for UPI and card. The limits apply to what you add, not to the fee-inclusive total — so a maximum-sized top-up is always billed above the maximum.

"The exchange rate is briefly unavailable. Please try again shortly."​

UPI and card top-ups need a live rupee rate to lock your credit. This is rare and momentary — retry in a minute, or pay in crypto, which needs no rate.

"Please refresh the page and try again."​

Your browser was holding an outdated version of the wallet page, and the payment was refused rather than repriced. Refresh with Ctrl+R (Cmd+R on a Mac) and start the top-up again. This exists specifically so a stale page cannot be charged a total it never showed you.

"Payment module is still loading — please try again in a moment."​

The Razorpay checkout script had not finished loading when you clicked. Wait a couple of seconds and click again.

"Couldn't open the payment page." / "Couldn't start the payment. Please try again."​

The checkout could not be opened or the order could not be created. Retry once; if it persists, try the other payment method or contact support.

The Add funds tab shows no payment methods​

Top-up methods appear only while they are enabled on the platform. If neither is shown, top-up is temporarily unavailable — check back later or contact support.

The age confirmation in the Confirm before you pay dialog is required on every top-up, and it is enforced on the server as well as in the browser. Tick the checkbox, then press Continue to payment.

"Top-up isn't available right now." / "Crypto top-up isn't available right now."​

That specific method is not currently live. Try the other method, or check back later.

I was charged more than the "Total to pay"​

That should never happen — the quoted total is the entire charge, because the gateway's own fee is borne by the platform rather than added to your bill. Send us your invoice number and the statement line and we will investigate immediately.

Part of the site is under maintenance — will my payment still credit?​

Yes. Verification runs on the payment credentials alone, so a payment already in flight is confirmed and credited even if top-ups are switched off mid-flow.

Balance and history​

My Total went up but my Withdrawable did not​

That is correct for a top-up, a deposit bonus, a service refund or promotional credit — all of which are spendable but locked. Only Paid-Promotions earnings raise the Withdrawable figure. See Your Balance and Transaction History.

My Withdrawable went DOWN and I have not withdrawn anything​

You spent earnings on the marketplace and were refunded. Paid Promotions credits every refund as locked platform credit, whatever funded the original charge, so the Total is unchanged and the Withdrawable is permanently lower. See Where a Refund Lands.

A checkout says I have insufficient balance, but the Total looks big enough​

An open top-up refund request is freezing part of your balance. The frozen money stays in the Total — it is still yours — but it cannot be spent. Open the Refunds tab: the frozen figure is printed there and nowhere else. See Frozen and Held Funds.

My balance dropped and I did not buy anything​

Check Activity for a debit reading "Withdrawal hold OFW-…" — a payout request holds the gross amount immediately. Also look for "Auction bid held: …" and "Good-faith deposit: …", which hold money while something is pending.

"Couldn't load your wallet." / "Could not load withdrawals."​

A temporary loading problem. Refresh the page. If it persists, sign out and back in, then contact support.

My balance looks different after switching currency​

The selector only changes the display of the Total balance figure. Your balance is held in USD and other currencies are live conversions for readability. The three stat tiles are never converted. See Currencies and Exchange Rates.

I cannot find an old transaction​

The Activity list shows your 25 most recent transactions and the withdrawals list your 25 most recent requests. For anything older, contact support with the approximate date and amount.

A row in Activity has a date where the reason should be​

No reason was recorded for that movement — most often an admin adjustment entered without a note. Quote the row's OFT- reference to support and it can be identified exactly.

Withdrawals​

"Insufficient withdrawable balance."​

You can only withdraw your Withdrawable figure — Paid-Promotions earnings — not your total balance. Topped-up funds, deposit bonuses, most wallet refunds, promotional credit and Boost Credits are spendable but never withdrawable.

"Minimum withdrawal is $5.00."​

Requests must be at least $5.00.

"Amount too small after fees."​

The service fee would leave nothing to pay out. Request a larger amount.

"Enter valid payout details (max 200 characters)."​

The destination is empty or too long. Enter only the address, UPI ID or username.

"You've used all N withdrawal requests this month…" / "You've used this month's withdrawal request…"​

Your plan allows a fixed number of withdrawal requests per calendar month — 1 on Free, rising to unlimited on Ultimate. The limit resets next month, higher plans allow more requests at a lower fee, and rejected or refunded requests do not count against it. Your balance stays spendable in the meantime. See Withdrawing Your Earnings.

"This withdrawal was already submitted."​

A duplicate submission of the same request — usually a double-click — was safely ignored. Check My withdrawals; only one was created.

"Your wallet is temporarily on hold while a concern is reviewed."​

Withdrawals are paused while a review of your account is in progress, and resume once it is cleared. Your balance stays fully spendable on the platform in the meantime. If you believe this is in error, contact support.

My withdrawal shows "rejected" — where's my money?​

The held gross is returned to your wallet when a request is rejected; the request then reads Declined, returned to wallet and you will see a "Withdrawal refund OFW-…" credit in Activity. It comes back withdrawable, exactly as it left. If a request ever shows Declined, return delayed, contact support with the OFW- reference — it is flagged for a manual credit.

The "You receive" line shows a dash​

Your plan's withdrawal rate has not loaded yet. The preview deliberately shows — rather than guessing at a rate, because it is the last number you read before submitting. Reload the page; do not estimate.

The "You receive" figure and the net I was quoted disagree​

They should not. The preview is read from the server against your own plan and reproduces the server's arithmetic exactly, so the two agree to the cent. If yours genuinely differ, send the OFW- reference to support with a screenshot.

I sent the payout to the wrong destination​

Contact support immediately with the OFW- reference. Once a payout has been sent — especially a crypto payout — it cannot be reversed.

Refund requests​

"A refund request for this top-up is already being reviewed."​

Only one open request per top-up is allowed. Track it under Your refund requests on the Refunds tab.

"Your balance no longer covers this top-up, so it can't be refunded."​

A freeze can only be taken while your balance still covers every freeze standing against it. This is the message you get when you already have an open request and the balance cannot carry a second one on top. Wait for the first to be decided, or ask support to release it.

"That doesn't look like a valid USDT BEP-20 address…"​

A crypto refund destination must be a USDT address on the BSC (BEP-20) network: it starts with 0x and is 42 characters long. Copy it directly from your wallet app rather than typing it.

"The 12-hour refund window for this top-up has passed."​

Top-ups are final after 12 hours. Your balance remains fully spendable on the platform.

"You've used funds since this top-up, so it can't be refunded."​

Any wallet spend since the top-up was credited disqualifies it — including a spend of a completely different amount. The only two exceptions are a withdrawal hold and the reversal of some other top-up refund.

My refund request was declined but I don't see the money​

A declined top-up refund never moves money — the amount was never taken out of your wallet, so your balance is unchanged and is spendable again the moment the freeze lifts. The decline always carries a written reason, shown on the request.

My Boost Credits fell after a refund was approved​

The boost-credit deposit bonus granted on that top-up was clawed back with it, clamped to what you still held. If someone referred you, their commission on the deposit was reversed too. See Requesting a Top-up Refund.

The Refunds tab says I have nothing eligible​

None of your recent top-ups currently meets the conditions: credited within the last 12 hours, entirely unspent, and with no open or completed request. See Requesting a Top-up Refund.

I want to cancel a request I already submitted​

There is no self-service control for this, and the freeze does not lift on its own. Email support with the OFR- reference and ask for the hold to be released.

Invoices​

I did not receive my invoice​

Check Activity first — the credit is committed before the receipt is sent, so a missing email never means a missing credit. Then check spam, confirm the email address on your account, and if it is still missing ask support to re-send it with your order reference.

The email arrived but there is no PDF attached​

Occasionally the attachment is omitted. The HTML receipt in the email body carries the same information and is equally valid. Ask support if you specifically need the PDF.

The invoice shows a commission above my plan's rate​

The platform fee has a per-method minimum, so on a small top-up the effective percentage is higher than the rate your plan pays. The invoice prints the effective figure deliberately. The PDF also names your plan's rate on a sub-line beneath it; the email body shows the effective figure alone. See Deposit Fees and Your Plan.

My deposit bonus is missing​

Only the highest wallet-bonus threshold you reach applies, and the match is made on the amount you deposited rather than the fee-inclusive total. If the invoice carries no Deposit bonus line, no wallet bonus was attached to that order.

Check the Boost Credits tile separately: the boost-credit bonus is a different scheme, granted at settlement and never printed on the invoice. See Deposit Bonuses.

General​

Rate limits and “Too many attempts.”​

Wallet actions are rate-limited for safety, and the message is always the same — "Too many attempts. Please wait a minute and try again." — whatever the limit was. That wording is accurate for one of the limits and optimistic for the rest, so use this table instead:

ActionLimitHow long to wait
Starting a top-up20 per account, 40 per IP addressPer hour
Verifying a return from a checkout30 per accountPer minute
Requesting a top-up refund10 per account, 20 per IP addressPer hour
Requesting a withdrawal10 per account, 20 per IP addressPer hour
The message understates three of the four limits

It always says "wait a minute", but three of these buckets are hourly. If you have been retrying a failing payment, a minute will not clear one. Stop, work out what is actually failing, and come back later — or contact support rather than burning the attempts you have left.

The per-IP limits are shared by everyone behind the same address, so an office, a campus or a shared connection can reach them sooner than you expect.

"This feature is temporarily unavailable. Please try again shortly."​

A temporary service problem. Retry in a few minutes; if it persists, check the status page.

"Please sign in to continue."​

Your session expired. Sign in again and restart what you were doing.

The wallet page redirects me to a link screen​

The dashboard wallet sits behind the onboarding gate, which requires a linked Telegram bot and a real email address. Either complete the link, or open the Wallet tab at https://onflowads.com/account, which is outside the gate. See Wallet Overview.

Where to find proof of a payment​

  • The Activity rail on the wallet page — your 25 most recent transactions, each with its OFT-.
  • The receipt email and PDF invoice sent for every credited top-up — see Invoices and Receipts.
  • The My withdrawals list, with an OFW- reference for each payout request.
  • The Your refund requests list on the Refunds tab, with OFR-, OFD-, OFI- and, after approval, OFT-.

When you contact support, include whichever reference you have — it speeds everything up. Your Onflow Ads IDs shows where each one lives, and Contact Us has the contact details.

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