Troubleshooting Wallet and payments
This page covers everything that can go wrong before money moves: opening the wallet, reading it, and starting a top-up. Find the message you see, or the thing that is not working.
Where each wallet problem is explained​
Wallet problems are spread over three pages, by the moment they happen. Use this table to pick the right one before you start reading.
| What went wrong | Where it is explained |
|---|---|
| You cannot open or read the wallet, or a payment will not start | This page |
| You paid, and the money or the receipt has not appeared | When a payment or receipt goes wrong |
| A withdrawal, a top-up refund, a freeze, a balance below zero or a download | Troubleshooting withdrawals and refunds |
Opening the wallet​
Your wallet has two addresses: the wallet page and the Wallet tab of your Account page. Both show the same wallet. The problems below stop one of them from opening or filling in.
The wallet opens the sign-in page​
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Where you see it:
Any wallet address on the website, and after you press Open your wallet under a message from the bot.
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Plans affected:
Every plan.
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Why it happens:
You are not signed in in that browser, or you were signed out after a period of inactivity. No money is involved.
-
How to fix it:
Sign in. The website then continues to the wallet. If you cannot sign in, see Troubleshooting signing in and passwords.
The wallet opens the "Check your email" page​
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Where you see it:
Any wallet address on the website, straight after you sign in.
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Plans affected:
Every plan.
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Why it happens:
The email address on your account has not been verified yet. The wallet stays closed until it is.
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How to fix it:
Enter the code we sent to your address, then open the wallet again. Verifying your email explains what to do if the code did not arrive.
The wallet opens a screen asking you to connect Telegram​
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Where you see it:
The wallet page on the website.
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Plans affected:
Every plan.
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Why it happens:
Your account setup is not finished: Telegram is not connected yet, or the account has no real email address. Your wallet and its balance are not affected.
-
How to fix it:
Finish connecting, as described in Connecting your Telegram account to the bot. To reach your money sooner, open your Account page and select the Wallet tab. It is the same wallet and it opens before Telegram is connected.
"We couldn’t load your account just now. Reload the page in a moment to try again."​
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Where you see it:
A notice that slides in on the wallet page or the Account page.
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Plans affected:
Every plan.
-
Why it happens:
The page could not read your account details this time. Nothing was changed, and the wallet panels stay empty.
-
How to fix it:
Wait a moment, then reload the page. If the notice returns several times, check the status page.
"Couldn't load your wallet."​
-
Where you see it:
The Activity panel of the wallet. Total balance shows "—" at the same time.
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Plans affected:
Every plan.
-
Why it happens:
The page could not read your wallet, often because you were signed out in another tab. The page shows no figure at all, so that you never read a wrong one. Your balance is unchanged.
-
How to fix it:
- Reload the page.
- If the message stays, sign out and sign in again.
- If it still stays, contact support and quote the message.
The three tiles stay at "—"​
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Where you see it:
The Withdrawable, Boost Credits and Total (USD) tiles of the wallet.
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Plans affected:
Every plan.
-
Why it happens:
The same reading of your wallet failed, and the tiles show no message of their own. Your money is unchanged.
-
How to fix it:
Reload the page. If Activity also says "Couldn't load your wallet.", follow that card.
"Loading…" or "Loading withdrawals…" never changes​
-
Where you see it:
The Activity and My withdrawals panels of the wallet.
-
Plans affected:
Every plan.
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Why it happens:
The page did not finish loading. The usual causes are a slow or blocked connection, a content blocker, or a very old browser.
-
How to fix it:
Check your connection and reload the page. If nothing changes, pause any content blocker for this site or try another browser.
"Could not load withdrawals."​
-
Where you see it:
The My withdrawals panel of the wallet.
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Plans affected:
Every plan.
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Why it happens:
The list of your withdrawal requests could not be read this time. Nothing is lost: your requests and the money held for them are intact.
-
How to fix it:
Reload the page.
"No withdrawals yet." although you made a request​
-
Where you see it:
The My withdrawals panel of the wallet.
-
Plans affected:
Every plan.
-
Why it happens:
This line is normal if you have never requested a withdrawal. If you have, the list could not be read and the panel shows the empty wording instead. Your request and its hold are not affected.
-
How to fix it:
- Reload the page.
- Look in Activity for a line that begins "Withdrawal hold". It confirms the request exists.
- If the list stays empty, contact support and quote the withdrawal reference from that line.
The site shows its maintenance page instead of the wallet​
-
Where you see it:
Any page of the website, including both wallet addresses.
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Plans affected:
Every plan.
-
Why it happens:
The website is under maintenance. You cannot start a new top-up until it is over. A payment you already made is still confirmed and added to your balance.
-
How to fix it:
Wait and open the wallet again later. Maintenance explains what to expect, and the status page shows the current state.
Reading your balance and activity​
These cards cover figures and lists that load correctly but do not show what you expected. In most of them nothing is wrong with your money. Your wallet balance and activity explains every figure.
"No transactions yet."​
-
Where you see it:
The Activity panel of the wallet.
-
Plans affected:
Every plan.
-
Why it happens:
This account has no wallet movements. If you expected to see some, you are probably signed in to a different account.
-
How to fix it:
Open your Account page and check the email address shown at the top. If it is not the one you expected, sign out and sign in to the right account.
An older transaction is missing from Activity​
-
Where you see it:
The Activity panel of the wallet.
-
Plans affected:
Every plan.
-
Why it happens:
Activity lists only your most recent movements, newest first. Older ones are still on record, but the panel has no control to load them.
-
How to fix it:
Contact support. Give the approximate date and the amount of the movement you need.
The "Balance · recent activity" chart is missing​
-
Where you see it:
The balance area at the top of the wallet.
-
Plans affected:
Every plan.
-
Why it happens:
The chart appears only when your wallet has at least two transactions. On a new wallet its absence is expected.
-
How to fix it:
Nothing needs fixing. The chart appears by itself once you have two or more transactions.
The balance did not change after a purchase or a payout​
-
Where you see it:
Total balance and the tiles of the wallet, and the balance in the bar at the top of the site.
-
Plans affected:
Every plan.
-
Why it happens:
The wallet shows the figures from the moment the page loaded. Something that happened in another tab, or after the page opened, is not shown yet.
-
How to fix it:
Reload the page. The newest line in Activity then shows the purchase, payout or top-up.
Withdrawable is lower than the money you just earned​
-
Where you see it:
The Withdrawable tile. On the wallet page, a hint under the tile reads "amount of recent earnings can be withdrawn number days after it was earned". The Wallet tab of the Account page shows the same figure without the hint.
-
Plans affected:
Every plan.
-
Why it happens:
Money you earned recently can be spent at once but can be withdrawn only after a waiting period. Nothing was taken: the money is part of Total (USD).
-
How to fix it:
Wait for the number of days shown in the hint, counted from each earning. You do not need to request anything. See Frozen and held funds in your wallet.
Withdrawable is $0.00 although you added money​
-
Where you see it:
The Withdrawable tile of the wallet.
-
Plans affected:
Every plan.
-
Why it happens:
Only earned money can be withdrawn. Money you added, a bonus on a top-up and most refunds can be spent on Onflow Ads but not withdrawn.
-
How to fix it:
Nothing is wrong. Spend the balance on the site as usual. Withdrawing your earnings explains what counts as earned money.
Total went up but Withdrawable did not​
-
Where you see it:
The Total (USD) and Withdrawable tiles, after a top-up is added to your balance.
-
Plans affected:
Every plan.
-
Why it happens:
A top-up raises the money you can spend. It does not raise the money you can withdraw, because it was not earned.
-
How to fix it:
Nothing needs fixing. If you wanted the money back rather than in your wallet, read Requesting a top-up refund straight away, because the time to ask is short.
The balance dropped although you bought nothing​
-
Where you see it:
Total balance and Total (USD).
-
Plans affected:
Every plan.
-
Why it happens:
Money was set aside rather than spent. A withdrawal request, an auction bid and a good-faith deposit each hold part of your balance. Each one appears in Activity as a debit that names itself.
-
How to fix it:
Read the newest lines in Activity. A line such as "Withdrawal hold", "Auction bid held" or "Good-faith deposit" tells you what the money is waiting for. If no line explains the drop, contact support and quote the transaction reference of the newest debit.
A red box says "Your wallet is amount overdrawn."​
-
Where you see it:
A red box under the balance on the wallet.
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Plans affected:
Every plan.
-
Why it happens:
Your balance is below zero. Until it is cleared you cannot start anything new, and every amount added to the wallet goes towards the amount owed first.
-
How to fix it:
Top up at least the overdrawn amount. Clearing an overdrawn wallet explains the box, and Troubleshooting withdrawals and refunds lists its messages.
Display currency​
The Display currency selector changes how Total balance is shown, and nothing else. Your wallet is always held in US dollars. Currencies and exchange rates has the full explanation.
The balance number changed after you picked a currency​
-
Where you see it:
Total balance at the top of the wallet.
-
Plans affected:
Every plan.
-
Why it happens:
The selector converts that one figure into the currency you picked. No money moved, and the tiles, Activity and every amount field stay in US dollars.
-
How to fix it:
Read the Total (USD) tile for the amount your wallet holds. Select $ USD in Display currency whenever you want the dollar figure back.
The display currency went back to USD​
-
Where you see it:
The Display currency selector of the wallet.
-
Plans affected:
Every plan.
-
Why it happens:
Your choice is remembered in the browser where you made it. Another device, another browser, a private window or cleared site data starts at USD again.
-
How to fix it:
Select your currency again in that browser.
The currency sign changed but the number did not​
-
Where you see it:
Total balance, after you select a currency other than USD. For example, a rupee sign appears in front of the dollar amount.
-
Plans affected:
Every plan.
-
Why it happens:
The exchange rates could not be loaded, so the page had nothing to convert with. Only the display is affected. Your wallet is unchanged.
-
How to fix it:
Reload the page. Until the figure converts, rely on the Total (USD) tile, which is always right.
The "≈ ₹" estimate differs from what your bank shows​
-
Where you see it:
The Add funds tab, in the line "Shown in USD — ≈ ₹amount total at today’s rate (your display currency is INR)." It appears when your display currency is INR and Cryptocurrency is selected.
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Plans affected:
Every plan.
-
Why it happens:
The line is an estimate to help you judge the amount. A cryptocurrency top-up is charged in US dollars, and the amount charged is the Total to pay shown in dollars.
-
How to fix it:
Go by Total to pay. Whatever your bank or exchange shows in rupees depends on its own rate, which Onflow Ads does not set.
The Add funds card before you pay​
These cards cover the Add funds tab up to the moment you press the pay button. Nothing is charged at this stage. For the steps themselves, see Adding funds to your wallet.
The Add funds card shows no payment method to pick​
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Where you see it:
The Add funds tab. The card shows only its heading and the line "Pick a payment method, then choose how much to add."
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Plans affected:
Every plan.
-
Why it happens:
The payment options could not be loaded, usually because of the connection or a content blocker. The card shows no message of its own.
-
How to fix it:
Reload the page. If the card stays empty, try another network or another browser.
"Top-ups are paused for a short while. Please try again later; your balance is safe."​
-
Where you see it:
The Add funds tab, in place of the payment methods. If the page was already open, it appears in the line under the pay button.
-
Plans affected:
Every plan.
-
Why it happens:
New top-ups are paused for everyone for a short time. Nothing was charged. A payment you made before the pause is still added to your balance.
-
How to fix it:
Try again later. Your existing balance stays fully usable in the meantime.
"Adding funds is unavailable right now. Your balance is safe; please try again later."​
-
Where you see it:
The Add funds tab, in place of the payment methods.
-
Plans affected:
Every plan.
-
Why it happens:
No payment method is available at the moment. Nothing was charged and your balance is not affected.
-
How to fix it:
Try again later. If the message is still there the next day, contact support.
Only one payment method is shown​
-
Where you see it:
The Add funds tab, under Payment method. You see Cryptocurrency or UPI / Card, not both.
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Plans affected:
Every plan.
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Why it happens:
The other payment method is not available at the moment.
-
How to fix it:
Pay with the method shown, or come back later for the other one.
There is no "Deposit bonuses" box​
-
Where you see it:
The Add funds tab, under the amount field.
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Plans affected:
Every plan.
-
Why it happens:
No wallet bonus is running on the payment method you selected. Bonuses are offers, so they are not always there.
-
How to fix it:
Select the other payment method and look again. When the other method has a bonus, a green notice says so and offers a button to switch. See Bonuses on a wallet top-up.
There is no "Boost Credits bonus" box​
-
Where you see it:
The Add funds tab, under the amount field.
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Plans affected:
Every plan.
-
Why it happens:
No Boost Credits bonus is running at the moment, or the payment options did not finish loading.
-
How to fix it:
Reload the page once. If the box is still absent, no such bonus is on offer today, and nothing needs fixing.
The pay button stays grey​
-
Where you see it:
The Add funds tab: the Pay with Crypto or Pay with UPI / Card button.
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Plans affected:
Every plan.
-
Why it happens:
The button works only when the amount can be paid. It stays grey when no amount is typed, when the amount is outside the range shown under the field, or when UPI / Card has no live exchange rate.
-
How to fix it:
Type an amount inside the range shown under the amount field. If the note under the breakdown says the exchange rate is loading, wait a moment or select Cryptocurrency.
"Enter between the minimum and the maximum to add."​
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Where you see it:
The red line under the pay button, while you type an amount.
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Plans affected:
Every plan.
-
Why it happens:
The amount is below the smallest or above the largest top-up for the selected payment method. Nothing was charged.
-
How to fix it:
Change the amount to one inside the range. To add more than the largest amount, make more than one top-up.
"Live exchange rate is loading — please try again in a moment."​
-
Where you see it:
The note under the breakdown on the Add funds tab, with UPI / Card selected. The pay button stays grey.
-
Plans affected:
Every plan.
-
Why it happens:
A rupee top-up is converted into US dollars, and no live rate is available right now. Without a rate the wallet cannot tell you how many dollars you would receive, so the payment cannot start.
-
How to fix it:
Wait a moment and type the amount again. To pay now, select Cryptocurrency, which needs no exchange rate.
The fee row reads "Platform fee (minimum)"​
-
Where you see it:
The breakdown on the Add funds tab.
-
Plans affected:
Every plan.
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Why it happens:
On a small amount, your plan's percentage comes to less than the smallest fee for that payment method, so the smallest fee applies. The hint under the amount field shows both.
-
How to fix it:
Nothing is wrong. A larger top-up pays your plan's plain percentage. See Top-up fees and your plan.
The breakdown shows the Free rate although you bought a plan​
-
Where you see it:
The breakdown on the Add funds tab, and the line under it that names your plan and its fee.
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Plans affected:
Lite and above.
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Why it happens:
The page was opened before your upgrade, your plan has ended, or your plan could not be read at that moment. A top-up keeps the fee it was quoted when you started it.
-
How to fix it:
- Reload the wallet before you pay.
- Read the line under the breakdown. It names the plan your fee comes from.
- If it still names Free, your plan has probably ended. Check your plan and its end date, renew it as described in Plans, then start the top-up.
The bonus levels are listed but there is no "Bonus" row​
-
Where you see it:
The Deposit bonuses box and the breakdown on the Add funds tab.
-
Plans affected:
Every plan.
-
Why it happens:
The amount you typed has not reached the first bonus level. The levels are compared with the amount you add, not with Total to pay.
-
How to fix it:
Compare the amount you typed with the levels in the box. When you are at least halfway to a level, a line tells you how much more to add.
A Boost Credits level is not marked "Applied" on a rupee amount​
-
Where you see it:
The Boost Credits bonus box on the Add funds tab, with UPI / Card selected.
-
Plans affected:
Every plan.
-
Why it happens:
The levels are set in US dollars. With no live exchange rate the page cannot tell which level a rupee amount reaches, or your amount is below the rupee figure shown beside the level.
-
How to fix it:
Nothing needs fixing. The Boost Credits you receive are decided when the payment is confirmed, not by the preview.
Starting the payment​
These cards cover the moment between pressing the pay button and the checkout opening. In every one of them, no payment has been taken. A message that refuses or fails a payment appears under the pay button and also slides in as a notice on the page. If the checkout did open, go to When a payment or receipt goes wrong.
"Continue to payment" stays grey in "Confirm before you pay"​
-
Where you see it:
The Confirm before you pay dialog, which opens every time you press the pay button.
-
Plans affected:
Every plan.
-
Why it happens:
The box that confirms your age is not ticked. The dialog reads "Before continuing to the payment page, please confirm the following.", and its one box begins "I confirm that I am at least 18 years old, or that I have reached the age at which I am legally allowed to make real payments online". Continue to payment works only after you tick it.
-
How to fix it:
Tick the box, then press Continue to payment. Pressing Cancel closes the dialog and nothing is charged.
"Please confirm you meet the minimum legal age to pay online before continuing."​
-
Where you see it:
The line under the pay button on the Add funds tab.
-
Plans affected:
Every plan.
-
Why it happens:
The payment was started without the age confirmation, which usually means the page in your browser is out of date. No payment was created.
-
How to fix it:
Reload the page, press the pay button, tick the box in Confirm before you pay, then press Continue to payment.
"Please sign in to continue."​
-
Where you see it:
The line under the pay button on the Add funds tab.
-
Plans affected:
Every plan.
-
Why it happens:
You were signed out while the wallet was open. Nothing was charged.
-
How to fix it:
Sign in again, open the wallet and start the top-up from the beginning.
"Too many attempts. Please wait a minute and try again."​
-
Where you see it:
The line under the pay button. The same message can appear on any wallet action, such as a withdrawal or a refund request.
-
Plans affected:
Every plan.
-
Why it happens:
The same action was tried too many times in a short period. Nothing was created or charged.
-
How to fix it:
Stop retrying, wait, then try once. The wait can be longer than the message says. If the message keeps appearing after a long pause, contact support.
"Top-up isn't available right now."​
-
Where you see it:
The line under the pay button, with UPI / Card selected.
-
Plans affected:
Every plan.
-
Why it happens:
UPI / Card stopped being available after your page loaded. Nothing was charged.
-
How to fix it:
Reload the page. Pay with the other method if it is shown, or try again later.
"Crypto top-up isn't available right now."​
-
Where you see it:
The line under the pay button, with Cryptocurrency selected.
-
Plans affected:
Every plan.
-
Why it happens:
Cryptocurrency stopped being available after your page loaded. Nothing was charged.
-
How to fix it:
Reload the page. Pay with UPI / Card if it is shown, or try again later.
"Please refresh the page and try again."​
-
Where you see it:
The line under the pay button on the Add funds tab.
-
Plans affected:
Every plan.
-
Why it happens:
The wallet page in your browser is an old copy. The payment was stopped so that you are never charged a total you were not shown.
-
How to fix it:
Reload the page fully, then start the top-up again.
"Enter a valid amount."​
-
Where you see it:
The line under the pay button on the Add funds tab.
-
Plans affected:
Every plan.
-
Why it happens:
The amount could not be read as a number. Nothing was charged.
-
How to fix it:
Clear the amount field and type the amount again using digits only, or press one of the Quick amounts.
"Enter between ₹the minimum and ₹the maximum to add to your wallet."​
-
Where you see it:
The line under the pay button, after you press Continue to payment. With Cryptocurrency selected the wording is "Enter between $the minimum and $the maximum to add to your wallet."
-
Plans affected:
Every plan.
-
Why it happens:
The amount is outside the range for that payment method. This usually means the range changed after your page loaded. Nothing was charged.
-
How to fix it:
Reload the page to see the current range under the amount field, then enter an amount inside it.
"The exchange rate is briefly unavailable. Please try again shortly."​
-
Where you see it:
The line under the pay button, with UPI / Card selected.
-
Plans affected:
Every plan.
-
Why it happens:
No live exchange rate was available at the moment the payment was started. No payment was created.
-
How to fix it:
Try again shortly, or select Cryptocurrency, which needs no exchange rate.
"That amount is too small to credit. Please enter a larger amount."​
-
Where you see it:
The line under the pay button, with UPI / Card selected.
-
Plans affected:
Every plan.
-
Why it happens:
The rupee amount is worth less than one US cent, so there would be nothing to add to your wallet. Nothing was charged.
-
How to fix it:
Enter a larger amount.
"Couldn't start the payment right now. Please try again."​
-
Where you see it:
The line under the pay button. A shorter wording means the same: "Couldn't start the payment. Please try again."
-
Plans affected:
Every plan.
-
Why it happens:
Our payment partner's secure checkout could not be prepared this time, or that payment method is paused for a short while. Nothing was charged, and no "Payment failed" notice is sent for this attempt.
-
How to fix it:
- Wait a few minutes and try again.
- If it fails again, select the other payment method.
- If neither works, contact support and say which method you tried and when.
"Network error — please try again."​
-
Where you see it:
The line under the pay button on the Add funds tab.
-
Plans affected:
Every plan.
-
Why it happens:
Your browser lost contact with the website while the payment was being started. Usually nothing happened at all.
-
How to fix it:
Check your connection and try again. If you are not sure whether a payment went through, look at Activity and your email before you pay a second time.
"Payment module could not load — check your connection and try again."​
-
Where you see it:
The line under the pay button, with UPI / Card selected.
-
Plans affected:
Every plan.
-
Why it happens:
The secure checkout window could not be loaded. The usual causes are no connection, a content blocker, or a network that restricts some sites. Nothing was charged.
-
How to fix it:
Pause any content blocker for this site, or change network, then press the pay button again. You can also pay with Cryptocurrency.
"Payment module is still loading — please try again in a moment."​
-
Where you see it:
The line under the pay button, with UPI / Card selected.
-
Plans affected:
Every plan.
-
Why it happens:
You pressed the pay button before the secure checkout window was ready. Nothing was charged.
-
How to fix it:
Wait a moment, then press Pay with UPI / Card again.
"Couldn't open the payment page. Please try again."​
-
Where you see it:
The line under the pay button, with UPI / Card selected.
-
Plans affected:
Every plan.
-
Why it happens:
The secure checkout window did not open after the payment was prepared. Nothing was charged, and the unfinished payment closes by itself.
-
How to fix it:
Press the pay button again. You do not need to cancel anything first.
Messages that can appear on any wallet action​
These messages are not about the wallet in particular. They can answer any action on the site, including a top-up, a withdrawal request and a refund request. "Too many attempts. Please wait a minute and try again." belongs to the same family and has its card under "Starting the payment".
"This feature is temporarily unavailable. Please try again shortly."​
-
Where you see it:
The line under the button you pressed, on any wallet action.
-
Plans affected:
Every plan.
-
Why it happens:
Part of the website is briefly unavailable. Nothing was changed and nothing was charged.
-
How to fix it:
Try again in a few minutes. If it lasts, check the status page.
"The site is busy right now and this did not go through. Please try again in a moment."​
-
Where you see it:
The line under the button you pressed, on any wallet action.
-
Plans affected:
Every plan.
-
Why it happens:
The website was too busy to complete the action at that moment. Nothing was changed.
-
How to fix it:
Wait a moment and press the button again.
"Something went wrong on our side and this did not go through. Nothing was changed. Quote reference if you tell us about it."​
-
Where you see it:
The line under the button you pressed, on any wallet action. The message contains a reference of its own.
-
Plans affected:
Every plan.
-
Why it happens:
The fault is on our side, not in what you entered. Nothing was changed, and trying again is unlikely to help.
-
How to fix it:
Copy the reference from the message. Send it to support and say what you were trying to do.
"A number, date or piece of text in this request is not one we can use (too large, or not a real date), so it did not go through."​
-
Where you see it:
The line under the button you pressed, on any wallet action.
-
Plans affected:
Every plan.
-
Why it happens:
Something you entered cannot be used, for example an amount that is far too large. Nothing was changed.
-
How to fix it:
Correct the amount or the text you typed, then press the button again.
"Your account is under review while an open fraud concern is resolved. You can finish anything already in progress, but can't start a new deal until it's cleared — see your reliability page."​
-
Where you see it:
On the website, when you try to start a new deal that is paid from or into your wallet, for example booking a placement, accepting a booking or placing a bid.
-
Plans affected:
Every plan.
-
Why it happens:
A concern about your account is being reviewed. Deals already running carry on, and nothing is taken from your balance. Withdrawals wait for the same review.
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How to fix it:
Finish what is in progress and wait for the review to be decided. If you believe the review is a mistake, follow Appealing a penalty or a decision. Frozen and held funds in your wallet explains what stays open meanwhile.
Wallet messages in Telegram​
The bot has no wallet features. It delivers your money notices, and its Open your wallet button opens the website. Everything else about your wallet is done on the website.
The bot answers any message with its welcome card​
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Where you see it:
Your chat with @OnflowAdsBot, after you send it a word such as "balance".
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Plans affected:
Every plan.
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Why it happens:
The bot does not hold a conversation and has no wallet commands. It answers every message with the same welcome card.
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How to fix it:
Press Open Onflow Ads on the card and use the wallet on the website.
"This button has retired. Manage everything on the Onflow Ads website."​
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Where you see it:
A pop-up in Telegram, after you press a button under an old message from the bot.
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Plans affected:
Every plan.
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Why it happens:
The button belongs to menus the bot no longer has, including its old wallet and deposit buttons. Nothing happened to your account.
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How to fix it:
Open the wallet page on the website. Older bot messages can be ignored.
No "Payment successful" message arrives in Telegram​
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Where you see it:
Your chat with the bot stays silent after a top-up, or no money notice arrives there at all.
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Plans affected:
Every plan.
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Why it happens:
Telegram notices reach you only when Telegram is connected to your account, you have started the bot, and the Telegram switch for Payments is on. The top-up itself is not affected.
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How to fix it:
- Check Activity in the wallet. A "Wallet top-up" line means the money arrived.
- Connect Telegram and press Start in the bot. See Connecting your Telegram account to the bot.
- On the Notifications page, switch Telegram on in the Payments row. See Notifications and alert settings.
The bell on the website and your receipt email do not depend on Telegram.
The "Open your wallet" button opens a sign-in page​
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Where you see it:
Telegram, after you press Open your wallet under a message from the bot.
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Plans affected:
Every plan.
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Why it happens:
The button opens the website in Telegram's own browser, which does not share the sign-in of your usual browser.
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How to fix it:
Sign in on that page. The website then continues to your wallet. To avoid signing in twice, open the wallet in your usual browser.
Still stuck?​
The fastest way to reach support is https://onflowads.com/support, which opens the support chat. Help and support lists the other ways. Include these details so that the first reply can be the answer:
- What you were doing, and on which tab of the wallet.
- The exact message, copied word for word.
- The reference shown on screen. It begins with OFT, OFW, OFR, OFD or OFI. If the message quotes an error reference, send that too.
- The amount and the time.
- For a cryptocurrency payment, the transaction hash.