Requesting a Top-up Refund
If you added money to your wallet very recently and have not spent any of it, you can ask for it to be paid back to you outside Onflow Ads. This page is the click-by-click flow.
Read Refunds first for the rules, the fee schedule and what is never refundable — this page assumes you already know the request may be declined.
Why you would use this
- You topped up by mistake, or topped up more than you meant to.
- You have decided not to use the platform and have not spent anything yet.
A top-up refund leaves the platform, minus fees. If you simply want to keep the money to spend on Onflow Ads later, do nothing: your balance does not expire, and keeping it costs you nothing while a refund costs you the deductions.
Before you start — the eligibility checklist
Your top-up can only be requested when all of these are true:
- It was successfully credited to your wallet.
- Less than 12 hours have passed since it was credited.
- Nothing at all has been spent from your wallet since it was credited — of any amount, for any reason.
- There is no open refund request for it already, and it has not already been refunded.
- Your balance still covers the freeze this request will place on it, on top of every freeze already standing.
If you topped up with cryptocurrency, have a fresh USDT BEP-20 (BSC) address ready before you start — you will be asked for it and there is no way to change it afterwards.
A withdrawal hold and the reversal of some other top-up refund are both negative movements on your balance, but neither is a platform spend, so neither disqualifies a top-up on its own. Everything else does.
Step by step
- Sign in and open https://onflowads.com/telegram/dashboard/wallet.
- Select the Refunds tab, or go straight to
https://onflowads.com/telegram/dashboard/wallet?tab=refunds. - Read the policy paragraph at the top of the Refund a top-up card. It restates the 12-hour window, that a request does not guarantee a refund, that it is only considered while nothing has been spent, that requesting one freezes that amount, that approved refunds are paid to an external destination net of a platform fee plus the gateway's fees, that crypto refunds need a fresh USDT BEP-20 address, and the review and payout timelines.
- Find your top-up in the list underneath — your ten most recent credited top-ups. An eligible row shows what you would receive and where it would go, for example "Credited 12 Jun 2026, 14:32 · you would receive $67.24 after fees, to your original payment method", along with its Deposit
OFD-and InvoiceOFI-references and a Request refund button. An ineligible row shows the reason in amber instead of a button. - Press Request refund on the top-up you want back.
- Read the quote in the Request a refund dialog. It opens with "This is a request, not a guarantee. It is reviewed manually and only considered if none of this top-up has been spent." and shows four rows.
- Enter your destination, if one is needed. On a crypto top-up a field labelled Fresh USDT BEP-20 (BSC) address appears with the placeholder
0x…; paste the address. On a UPI or card top-up no destination is needed and the dialog states that your refund returns to the original payment method. - Press Submit request. Cancel, the Escape key, or clicking outside the dialog closes it without submitting.
- Read the confirmation, and keep the two numbers in it. It reads: "Your refund request has been received (OFR-…). $50.00 is now frozen in your wallet and cannot be spent until our team decides the request." followed by the full disclaimer. The list refreshes and your request appears under Your refund requests.
The OFR- reference and the frozen figure are the two things you will need afterwards — the first to chase the request, the second to explain why a checkout is refusing you.
What each quote row means
| Row | What it is |
|---|---|
| Top-up amount | The amount that was credited — the base every deduction is taken from. |
| Platform fee (18%) | Deducted from the top-up amount first. |
| Gateway fees | The payment gateway's own fees on the remainder. On a crypto refund the row is labelled Gateway and network fees. |
| You receive | The net that would be paid to your destination. |
The address is captured with the request and used for the payout. Crypto transfers on the BSC (BEP-20) network cannot be reversed by us, by the processor, or by anyone else. The dialog's own hint says so: "Your crypto refund is sent to this address on the BSC (BEP-20) network. Double-check it — transfers can't be reversed."
Paste it from your wallet app. Do not type it.
What the freeze does
Nothing is deducted — your balance still shows the money and it is still yours — but that amount cannot be spent while the request is open.
What freezes is the credited top-up plus any wallet deposit bonus that came with it. A $50.00 top-up that earned a $5.00 bonus freezes $55.00. That is deliberate: if the bonus stayed spendable and you spent it, the spend would disqualify the very request you were waiting on.
Everything above the frozen figure stays fully spendable, so a $55 freeze against a $500 balance leaves $445 to spend.
No timer runs. The freeze ends in exactly three ways, all of them a decision by our team:
- Approval — the frozen amount leaves with the refund;
- A decline — the freeze is lifted in the same step and the money is spendable again;
- An explicit release, if you ask to withdraw your request. The request then stays pending with nothing frozen.
There is no self-service control that unfreezes your own money. If you have changed your mind, email [email protected] with the OFR- reference and ask for the hold to be released.
While anything is frozen, the Refunds tab carries a standing banner:
$50.00 is frozen while your refund request is reviewed. It is still yours and still in your wallet — it just can't be spent until our team decides. The rest of your balance is unaffected.
Each open request also carries its own 🔒 $50.00 frozen while this is reviewed line. Nothing on the balance panel or the Total (USD) tile mentions it, so this tab is the only place to check — see Frozen and Held Funds.
What an approved refund unwinds
You are paid the net on the credit alone. But approval takes back everything that deposit paid for:
| What moves | What you will see |
|---|---|
| The deposit, and its wallet deposit bonus | An Activity debit reading "Top-up refund", the top-up's reference and "(paid externally)" — with " — incl. $5.00 deposit bonus reversed" appended when a bonus went back with it |
| Its boost-credit deposit bonus | A boost-credit line reading "Deposit bonus reversed", naming the refunded top-up, clamped to what you still hold |
| Your referrer's commission on that deposit | On their statement, "Referral commission reversed — the deposit it came from was refunded", clamped the same way |
A bonus was never money you handed over, so it is removed rather than paid out. And the reversal is guarded so it can only ever take back still-locked top-up money — earned withdrawable balance is never touched.
Eligibility is checked twice: once when you submit, and again by the reviewer at the moment of decision. If anything has been spent in between, the approval fails its own check, the request is automatically declined with an explanation, and the freeze is lifted. Nothing is charged and nothing is lost — you simply do not get the refund.
Tracking your request
Your requests appear under Your refund requests on the same tab, most recent first, up to the 25 latest. Each row shows the amount, the date requested, the reference chips, the frozen line while it is open, the net and its destination, any note from the reviewer, and a status pill.
| Status shown | Colour | Meaning |
|---|---|---|
| Under review | Amber | Queued for manual review. Nothing has moved, and the amount is frozen. |
| Refunded | Green | The net has been paid to your destination. A payout reference is shown once one is available. |
| Declined | Grey | Not approved. A note always explains why — a decline cannot be recorded without a stated reason of at least ten characters, and you are shown it verbatim. The freeze is lifted in the same step. |
Those are the only three states a request reaches.
The net line reads, for example, "Net $67.24 → USDT BEP-20" or "Net $67.24 → original payment method", with a reference appended once the payout has been made.
Each request carries up to four references, so you can quote whichever the question is about:
| Chip | What it names |
|---|---|
Refund OFR-… | The request itself |
Deposit OFD-… | The top-up it is against |
Invoice OFI-… | The invoice raised for that top-up |
Reversal OFT-… | The wallet movement an approval wrote — present only after approval |
See Your Onflow Ads IDs.
Why a top-up may show as not refundable
The reason is displayed directly on the row:
| Reason shown | What it means |
|---|---|
| "The 12-hour refund window for this top-up has passed." | Top-ups are final after 12 hours. |
| "Part of this top-up has already been spent, so it can't be refunded." | The full credited amount is no longer sitting intact on your balance. |
| "You've used funds since this top-up, so it can't be refunded." | There has been a wallet spend since it was credited. Any spend disqualifies it. |
| "A refund is already being reviewed for this top-up." | Only one open request per top-up is allowed. |
| "This top-up isn't in a refundable state." | The top-up never reached the credited state, or has already been refunded. |
If the Refunds tab shows "You have no top-ups eligible for a refund right now. Refunds can be requested within 12 hours of a top-up, and only if none of it has been spent.", none of your recent top-ups currently qualifies.
If something goes wrong
| Message | Why | What to do |
|---|---|---|
| "Enter a valid USDT BEP-20 address (0x… , 42 characters)." | The address you typed failed the check in the browser. | Copy it directly from your wallet app. It starts with 0x and is 42 characters long. |
| "That doesn't look like a valid USDT BEP-20 address (it should start with 0x and be 42 characters)." | The same check, applied again on our servers. | As above. |
| "Enter the fresh USDT BEP-20 (BSC) address to receive your crypto refund." | The address field was left empty on a crypto refund. | Provide an address. |
| "A refund request for this top-up is already being reviewed." | You already have an open request for it. | Track it under Your refund requests. |
| "Your balance no longer covers this top-up, so it can't be refunded." | Your balance cannot carry this freeze on top of the freezes already standing against it. | Wait for an open request to be decided, or ask support to release one. |
| "We couldn't find that top-up on your account." | The top-up does not belong to your account. | Refresh the page and try again. |
| "Which top-up would you like refunded?" | No top-up was identified with the request. | Reopen the dialog from the row you want. |
| "Too many attempts. Please wait a minute and try again." | Refund requests are limited to 10 per account and 20 per IP address per hour. | On an hourly bucket, a minute is not enough — wait, then retry. |
| "Network error — please try again." | Your connection dropped mid-request. | Check your connection and retry. |
| "This feature is temporarily unavailable. Please try again shortly." | A temporary service problem. | Retry in a few minutes. |
Edge cases
Can I cancel a request I have submitted?
Not from the wallet page. Email [email protected] with the OFR- reference before it is decided, and ask for the hold to be released.
Can I change the crypto address after submitting? No. The address is captured with the request. Contact support immediately if you made a mistake.
My earlier request was declined but the top-up is still within 12 hours and unspent — can I ask again? Yes. A top-up whose previous request was declined becomes actionable again while it still meets every condition, and a Request refund button reappears on the row.
I have several eligible top-ups. Can I refund them all at once? Each top-up is requested separately, and each carries its own quote and its own freeze. Bear in mind that the freezes are cumulative and each must fit inside your balance.
What happens if I spend money while my request is under review? You cannot spend the frozen amount. You can spend the rest of your balance freely — but doing so fails the request's re-check at decision time and it will be declined. Nothing is charged or lost; you simply do not get the refund.
Why is the amount I would receive so much less than I paid? An 18% platform fee plus the payment gateway's fees are deducted from an already-completed transaction. On a small top-up that can consume most of it. The exact rows are shown before you submit — see Refunds for the schedule.
FAQ
How long does a decision take? Up to 5 business days to review. If it is approved, payment then takes a further 7 to 14 business days, counted from the approval date rather than from the day you asked. Business days exclude weekends, public holidays and national festivals in India.
Will I get a new invoice for the refund?
No. Invoices are issued for top-ups. The refund reference is shown against your request once the payout is made, and the reversal appears in Activity with its own OFT-.
Does requesting a refund affect my account standing? A single genuine request does not. Repeated requests may be reviewed alongside your overall account activity.
Can the Telegram bot process this for me? No. The bot handles no payments at all — it cannot take, hold or return money. Refunds are requested, reviewed and paid on the website side only.
Can I request a refund of a service purchase instead? Service refunds work differently and go back to your wallet automatically — see Refunds and Where a Refund Lands.
My refund requests lists them and says which top-ups are still inside the window. Lodging the request is a step only you can take, on this page. What the assistant can do for you has the full list and the confirmation rule.
Related
- Refunds — the rules, the fee schedule and what is never refundable.
- Frozen and Held Funds — the freeze in the context of every other hold.
- Deposit Bonuses — the two bonuses this flow unwinds.
- Payment Troubleshooting — what to do when a payment, payout or refund misbehaves.