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Troubleshooting withdrawals and refunds

This page covers everything that can go wrong once money is on its way out of your wallet or back into it. Find the message you see, or the thing that is not working.

Two sibling pages cover the rest of the wallet:

Requesting a withdrawal​

These messages appear under the form on the wallet's Withdraw tab after you press Request Withdrawal. Unless a card says otherwise, no request was created and nothing was taken from your balance. The steps themselves are on Withdrawing your earnings.

Lite plan · Channel owner A withdrawal refused because this month's requests are used up. The Withdraw tab after pressing Request Withdrawal with no requests left. 1 The refusal under the form. It tells you the balance stays spendable. 2 Two cards slide in. The first, marked here, names the plan that allows more requests and carries a See plans button. The red one under it repeats the message. 3 The hint line counts the requests you have left this month, here none. On Ultimate there is no monthly limit, so the hint has no such sentence.

"Enter your UPI ID."​

  • Where you see it: The Withdraw tab, under the form. With another method selected it reads "Enter your Telegram @username." or "Enter your USDT (BEP-20) wallet address.". Rarely it reads "Enter where the money should go."
  • Plans affected: Every plan.
  • Why it happens: The Destination field is empty.
  • How to fix it: Type or paste where the money should go, matching the Withdrawal method you picked, then press Request Withdrawal again.

"Enter a valid UPI ID, like name@bank."​

  • Where you see it: The Withdraw tab, under the form. The other methods say "Enter your Telegram @username (letters, digits and underscores)." or "Enter a valid USDT BEP-20 address (0x followed by 40 characters)."
  • Plans affected: Every plan.
  • Why it happens: The destination does not have the shape the chosen method needs. Often an address was pasted while a different method was selected.
  • How to fix it: Nothing was held. Correct the field and submit again.
    1. Check Withdrawal method first.
    2. Clear Destination and paste only the username, the UPI ID or the address, with no spaces or extra words.
    3. Press Request Withdrawal again.

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

  • Where you see it: The Withdraw tab, under the form.
  • Plans affected: Every plan.
  • Why it happens: The Destination field holds more than 200 characters, usually because a whole message was pasted into it.
  • How to fix it: Shorten the field to the username, UPI ID or address alone and submit again.

"Minimum withdrawal is $the minimum."​

  • Where you see it: The Withdraw tab, under the form.
  • Plans affected: Every plan. The minimum is the same for everyone.
  • Why it happens: The Amount (USD) field is empty, is not a number, or is below the smallest amount that can be withdrawn.
  • How to fix it: Read the minimum in the hint line under Request a withdrawal and enter at least that much. If your Withdrawable figure is below the minimum, keep earning until it is above it.

"Enter a valid amount."​

  • Where you see it: The Withdraw tab, under the form. It is rare: the form normally answers an amount it cannot read with the minimum-withdrawal message first.
  • Plans affected: Every plan.
  • Why it happens: The amount could not be read as a number above zero.
  • How to fix it: Retype the amount with digits and one decimal point only, for example 25.00, with no currency sign or commas.

"Choose a valid payout method."​

  • Where you see it: The Withdraw tab, under the form.
  • Plans affected: Every plan.
  • Why it happens: The method that was sent is not one we offer at the moment. The page may have been open for a long time, or that method may be switched off for now.
  • How to fix it: Reload the wallet and submit again. If the same method is refused again, pick another one. Tell support which method the list shows but will not accept.

"Insufficient withdrawable balance."​

  • Where you see it: The Withdraw tab, under the form.
  • Plans affected: Every plan.
  • Why it happens: The amount is higher than your Withdrawable figure. Only earned money can be withdrawn. Money you added, bonuses and refunds can be spent but not withdrawn. Recent earnings may still be waiting, and an open top-up refund request freezes part of the balance.
  • How to fix it: Work through these checks. Frozen and held funds in your wallet explains each case.
    1. Request no more than the Withdrawable figure.
    2. On the wallet page, read the hint under the Withdrawable tile. It says how much of your recent earnings becomes withdrawable later.
    3. Open the Refunds tab and look for a banner about frozen money.

"Amount too small after fees."​

  • Where you see it: The Withdraw tab, under the form.
  • Plans affected: Every plan.
  • Why it happens: After your plan's withdrawal fee, nothing would be left to send.
  • How to fix it: Request a larger amount. The line "You receive" under the amount field shows what would reach you before you submit.

"You've used all N withdrawal requests this month. Your balance stays spendable, and the limit resets next month."​

  • Where you see it: The Withdraw tab, under the form, together with a card that slides in, titled "Plan allows N", with a See plans button. On a plan with one request a month it reads "You've used this month's withdrawal request. Your balance stays spendable, and the limit resets next month."
  • Plans affected: Free, Lite, Plus, Elite and Master. Ultimate has no monthly limit.
  • Why it happens: Your plan allows a set number of withdrawal requests in a calendar month, and you have used them. A declined request does not count.
  • How to fix it: Wait until the first day of next month, or press See plans to move to a plan that allows more. Your balance is untouched and you can still spend it. The numbers for each plan are on Withdrawing your earnings.

"Withdrawals are not available on your account right now. Your balance stays spendable."​

  • Where you see it: The Withdraw tab, under the form. A card with a See plans button may slide in with it.
  • Plans affected: Every plan.
  • Why it happens: Withdrawing is not open for your plan at the moment.
  • How to fix it: If a card names a plan, moving to that plan lifts the block. If no card appears, contact support at https://onflowads.com/support and quote the message. Nothing was taken, and the balance can still be spent.

"This withdrawal was already submitted (reference)."​

  • Where you see it: The Withdraw tab, under the form. It can also read "This withdrawal was already submitted." without a reference.
  • Plans affected: Every plan.
  • Why it happens: The same request arrived twice: a double press, or a second press after the connection dropped.
  • How to fix it: Do nothing. One request exists and the amount was held once. Find it under My withdrawals, where its reference begins with OFW.

"Your wallet is temporarily on hold while a concern is reviewed. Withdrawals resume once it's cleared."​

  • Where you see it: The Withdraw tab, after pressing Request Withdrawal.
  • Plans affected: Every plan.
  • Why it happens: A concern about your account is being reviewed, and withdrawals wait until it is settled. The page shows no end time.
  • How to fix it: Wait for the outcome. No request was created and nothing was held, so the balance stays spendable. If you believe the hold is a mistake, write to support, or follow Appealing a penalty or a decision.

"Withdrawal requests are paused for a short while. Please try again later; your balance is safe."​

  • Where you see it: The Withdraw tab, when you open it and again when you submit.
  • Plans affected: Every plan.
  • Why it happens: We have paused new withdrawal requests for everyone for a short time. You can still fill in the form, but it is not accepted.
  • How to fix it: Try again later. Requests you already made stay in line and keep their place. The system status page says whether a wider problem is in progress.

The "Onflow Security check" does not pass​

  • Where you see it: A dialog titled "Onflow Security check" that opens after you press Request Withdrawal. It normally passes by itself in a second. When it does not, it shows one of five titles and a Try again button.
  • Plans affected: Every plan.
  • Why it happens: The security check could not finish in your browser.
  • How to fix it: Follow the line under the title, then press Try again. The withdrawal was not placed.
    • "The security check did not load": "Check your connection. If you use a content blocker, pause it for this page."
    • "The security check could not start": "Your device clock looks wrong. Set the date and time to automatic."
    • "This browser cannot run the security check": "Update your browser, or open this page in another one."
    • "The security check did not pass": "Try again. If it keeps happening, switch networks or turn off your VPN."
    • "The security check is unavailable": "This is a problem on our side and we have been told. Please try again shortly."

"Please complete the security check and try again."​

  • Where you see it: The Withdraw tab, under the form. It can also read "The security check didn't pass. Please try again."
  • Plans affected: Every plan.
  • Why it happens: The security check dialog was closed before it finished, with Cancel, the Escape key or a click outside it, or the check was refused.
  • How to fix it: Press Request Withdrawal again and leave the dialog open until it closes by itself. Nothing was held.

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

  • Where you see it: Under the form on the Withdraw tab. On the Refunds tab it appears after you press Submit request.
  • Plans affected: Every plan.
  • Why it happens: The same action was tried too many times in a short period.
  • How to fix it: Stop pressing the button, wait, then submit once. The wait can be longer than the message says. This is not a decision on your request: nothing was recorded, held or frozen.

"Please sign in."​

  • Where you see it: The Withdraw tab, under the form. On a refund request it reads "Please sign in to continue."
  • Plans affected: Every plan.
  • Why it happens: You were signed out while the page was open, for example after signing out in another tab.
  • How to fix it: Sign in again, open the wallet and repeat the request. Nothing was submitted.

"Could not submit withdrawal — please try again."​

  • Where you see it: The Withdraw tab, under the form. When the request never left your device it reads "Network error — please check your connection."
  • Plans affected: Every plan.
  • Why it happens: The answer to your request did not come back in a readable form, or the connection dropped.
  • How to fix it: Pressing again is safe, because the same request is never created twice.
    1. Check your connection.
    2. Press Request Withdrawal once more. If the first attempt did arrive, you see "This withdrawal was already submitted" and no second request is made.
    3. Check My withdrawals and Activity to confirm there is one request and one hold.

"You receive —" stays a dash​

  • Where you see it: The Withdraw tab, in the line under Amount (USD).
  • Plans affected: Every plan.
  • Why it happens: The amount field is empty, or your plan's fee has not loaded yet. The page does not guess a fee.
  • How to fix it: Type an amount. If the dash stays, reload the wallet before you submit. Do not work the figure out by hand: the confirmation message states the exact amount you will receive.

The hint shows the Free rate although you are on a higher plan​

  • Where you see it: The hint line under Request a withdrawal, usually with "You receive" showing a dash.
  • Plans affected: Lite and above.
  • Why it happens: Your live figures did not load, so the page is showing its starting text. This affects the display only. A request is charged your own plan's fee.
  • How to fix it: Reload the wallet and check the hint again before you submit. If it still shows the wrong rate after a reload, send support a screenshot.

After you request a withdrawal​

A withdrawal is reviewed by a person on our team before it is paid. These cards cover the time between pressing Request Withdrawal and the money arriving. Each request has a reference that begins with OFW, shown on its row under My withdrawals. Quote it whenever you write to us.

The balance dropped but nothing has been paid​

  • Where you see it: The balance panel and Activity, straight after a request is accepted.
  • Plans affected: Every plan.
  • Why it happens: The full amount is held the moment you request it. Activity shows the line "Withdrawal hold" with the request's reference.
  • How to fix it: Nothing needs fixing. The held amount is either paid out or returned to your wallet in full. Follow the request under My withdrawals.

A request shows "Declined — returned to wallet"​

  • Where you see it: My withdrawals, on the request's row, often with a line "Declined: reason" under it. You also receive the notice "Withdrawal declined".
  • Plans affected: Every plan.
  • Why it happens: The reviewer could not pay the request as submitted. The reason is in their own words.
  • How to fix it: Read the reason, correct what it names (most often the destination) and request again. The full amount is back in your wallet, with no fee taken, and can be withdrawn. A declined request does not use up one of this month's requests.

A request shows "Declined — being returned"​

  • Where you see it: My withdrawals, on an older request's row.
  • Plans affected: Every plan.
  • Why it happens: The request was declined and its money is being put back into your wallet by our team.
  • How to fix it: If the row does not change and Activity shows no "Withdrawal refund" line for it, send support the request's OFW reference.

A request stays "In review" for a long time​

  • Where you see it: My withdrawals, on the request's row.
  • Plans affected: Every plan.
  • Why it happens: Every withdrawal is checked by a person, and the product does not promise a time. A request also waits while payouts are paused or while your account is being looked at.
  • How to fix it: The amount stays held and safe. If the wait worries you, contact support at https://onflowads.com/support with the OFW reference. Do not submit a second request for the same money.

A request shows "Paid" but the money has not arrived​

  • Where you see it: My withdrawals, after the notice "Withdrawal sent".
  • Plans affected: Every plan.
  • Why it happens: "Paid" means we have sent the money. How soon it shows depends on the bank, app or network that receives it.
  • How to fix it: Check the destination printed on the row, then check that account or wallet directly. If nothing has arrived, send support the OFW reference and the destination.

You submitted the wrong destination or amount​

  • Where you see it: My withdrawals, when you read the row after submitting. The page has no control to edit or cancel a request.
  • Plans affected: Every plan.
  • Why it happens: A request cannot be changed from the wallet once it is accepted.
  • How to fix it: Contact support at once at https://onflowads.com/support with the OFW reference and the correct detail. A payout that has been sent, a crypto one above all, cannot be reversed.

Requesting a top-up refund​

These messages appear on the wallet's Refunds tab. Some stand on a top-up's row in place of the Request refund button. The others appear after you press Submit request in the Request a refund dialog: the dialog closes, and the message shows under the lists in the Refund a top-up card and in a card that slides in. Unless a card says otherwise, nothing was frozen. The conditions and the steps are on Requesting a top-up refund.

"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."​

  • Where you see it: The Refunds tab, in the Refund a top-up card.
  • Plans affected: Every plan.
  • Why it happens: None of your recent top-ups can be requested and you have no requests. The same card also stays on screen when the list could not be loaded at all.
  • How to fix it: If you topped up recently, reload the page before deciding that nothing qualifies. Requesting a top-up refund lists the conditions a top-up must meet.

"Your refund requests could not be loaded. Refresh the page to try again."​

  • Where you see it: The Refunds tab.
  • Plans affected: Every plan.
  • Why it happens: The page could not read your top-ups and requests this time.
  • How to fix it: Refresh the page. Nothing changed: a request you already made is still open, and any frozen amount is still frozen even though the banner is not shown.

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

  • Where you see it: The Refunds tab, on the top-up's row in place of Request refund.
  • Plans affected: Every plan.
  • Why it happens: A refund can be requested only for a set number of hours, counted from the moment the top-up was credited. That time is over for this top-up.
  • How to fix it: The money stays in your wallet and is spendable. If a fault on our side stopped you asking in time, write to support with the top-up's Deposit reference and when you tried. The Refund Policy covers that case.

"Part of this top-up has already been spent, so it can't be refunded."​

  • Where you see it: The Refunds tab, on the top-up's row.
  • Plans affected: Every plan.
  • Why it happens: Your balance no longer holds the whole amount this top-up added. Only an untouched top-up can be refunded.
  • How to fix it: This top-up cannot be refunded. What is left of it stays spendable. If an order you paid for fails, its refund returns to the wallet by itself: see Wallet refunds and top-up refunds.

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

  • Where you see it: The Refunds tab, on the top-up's row.
  • Plans affected: Every plan.
  • Why it happens: Something was paid from the wallet after this top-up was credited. Any spend counts, even of money that was already there. So does an automatic charge such as an Auto-Boost renewal or a repeating booking.
  • How to fix it: This top-up cannot be refunded and the money stays spendable. Next time, request the refund before you spend anything, and pause automatic spending first.

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

  • Where you see it: The Refunds tab, after you press Submit request for a top-up that already has an open request. It can also read "A refund request for this top-up is already being reviewed."
  • Plans affected: Every plan.
  • Why it happens: An open request already exists for this top-up. A second press or a second tab does not create another.
  • How to fix it: Do nothing. There is one request and one freeze. Follow it under Your refund requests.

"This top-up has already been refunded."​

  • Where you see it: The Refunds tab, after you press Submit request on a page that was out of date. Related wordings are "This top-up isn't in a refundable state." and "This top-up can't be refunded." A row can also show the short "Not refundable" in place of the button.
  • Plans affected: Every plan.
  • Why it happens: The top-up was refunded before, or it is not a completed top-up that a refund can be requested for.
  • How to fix it: Reload the wallet, then check Your refund requests for the earlier request and its status. If you see one of these wordings on a top-up you have never asked about, send support its Deposit reference.

"Enter a valid USDT BEP-20 address (0x… , 42 characters)."​

  • Where you see it: A card that slides in while the Request a refund dialog for a crypto top-up stays open. After submitting it can read "Enter the fresh USDT BEP-20 (BSC) address to receive your crypto refund." or "That doesn't look like a valid USDT BEP-20 address (it should start with 0x and be 42 characters)."
  • Plans affected: Every plan.
  • Why it happens: The address field is empty, or the address is not a BEP-20 address: 0x followed by 40 characters.
  • How to fix it: Copy the USDT address for the BSC (BEP-20) network from your own wallet app and paste it whole. Compare the first and last characters before you press Submit request. A crypto transfer cannot be reversed.

"After the platform and gateway fees there would be nothing left to pay you for this top-up, so a refund can't be requested. Your balance stays fully spendable."​

  • Where you see it: The Refunds tab, after pressing Submit request in the Request a refund dialog.
  • Plans affected: Every plan.
  • Why it happens: The deductions shown in the dialog would use up the whole top-up. This happens on a small top-up, most often a crypto one.
  • How to fix it: Spend the balance on Onflow Ads instead. Before you submit, the row "You receive" in the dialog shows what would reach you.

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

  • Where you see it: The Refunds tab, after pressing Submit request in the Request a refund dialog.
  • Plans affected: Every plan.
  • Why it happens: Your balance cannot set this amount aside on top of money already frozen for another open request, or money was spent while the dialog was open.
  • How to fix it: Nothing was frozen by this attempt. Wait for the open request to be decided, or ask support to release its freeze, quoting that request's OFR reference.

"We couldn't find that top-up on your account."​

  • Where you see it: The Refunds tab, after pressing Submit request. A related wording is "Which top-up would you like refunded?"
  • Plans affected: Every plan.
  • Why it happens: The page was out of date, or you are signed in to a different account from the one that made the top-up.
  • How to fix it: Check which account you are signed in to, reload the wallet, open the Refunds tab and press Request refund on the row again.

"Could not submit your refund request."​

  • Where you see it: The Refunds tab, after pressing Submit request. When the connection failed, the dialog stays open and the message reads "Network error — please try again."
  • Plans affected: Every plan.
  • Why it happens: The answer to your request did not come back, so the page cannot tell you whether it was accepted.
  • How to fix it: Before pressing again, close the dialog if it is still open, reload the page and look under Your refund requests. If the request is there with its frozen amount, it went through. If not, submit once more.

After you request a top-up refund​

An open request freezes the top-up, plus any wallet bonus that came with it, until our team decides. Every request has a reference that begins with OFR, shown on its row under Your refund requests. The decision, the reason and each later step also reach you as a notice in the bell, in Telegram and by email, depending on your notification settings.

A purchase is refused for lack of balance although Total (USD) looks large enough​

  • Where you see it: Any page where you pay from the wallet, while a refund request is open.
  • Plans affected: Every plan.
  • Why it happens: Part of the balance is frozen for the request. The tiles do not show this. Only the Refunds tab does.
  • How to fix it: Open the Refunds tab and read the frozen amount in the banner. You can spend the total minus that amount. To buy now, top up the difference, wait for the decision, or ask support to release the freeze.

"amount is frozen while your refund request is reviewed."​

  • Where you see it: A banner on the Refunds tab. With more than one open request it begins "amount is frozen while your refund requests are reviewed." It continues: "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." Two shorter lines say the same thing: the card that confirms a new request ends "amount frozen while we review it.", and each open request carries the line "🔒 amount frozen while this is reviewed".
  • Plans affected: Every plan.
  • Why it happens: You have at least one open top-up refund request. The frozen amount is the top-up plus the wallet bonus it earned.
  • How to fix it: This is the expected state of an open request, not a fault. The freeze ends when the request is approved or declined. Frozen and held funds in your wallet explains what you can still do meanwhile.

There is no button to cancel a request or lift the freeze​

  • Where you see it: The Refunds tab, under Your refund requests. No row has a control, and the freeze does not end by itself.
  • Plans affected: Every plan.
  • Why it happens: Only our team can lift a freeze.
  • How to fix it: Write to support at https://onflowads.com/support with the OFR reference and ask for the hold to be released. You then receive the notice "Refund hold released". The request stays open. If you spend from the wallet after the release, the request is declined when it is decided.

A request shows "Declined"​

  • Where you see it: Your refund requests, with the reviewer's note on the row, and the notice "Top-up refund declined".
  • Plans affected: Every plan.
  • Why it happens: The request did not meet the conditions, or a detail in it could not be used. The note gives the reason.
  • How to fix it: Nothing was taken and the frozen amount is spendable again. If the reason names a detail you can correct, such as a bad address, write to support with the OFR reference and the corrected detail. The Refund Policy says how long you have. If the top-up still meets every condition, Request refund is back on its row.

The note on a declined request says "Funds were spent after this top-up — it is no longer refundable."​

  • Where you see it: Your refund requests, as the note on a declined request. Other automatic notes are "This top-up is no longer in a refundable state.", "This request was lodged after the N-hour refund window — the top-up is final.", "After the platform and gateway fees there would be nothing left to pay you, so this refund can't go ahead. Nothing has been taken from your wallet." and "The top-up amount is no longer fully available to refund."
  • Plans affected: Every plan.
  • Why it happens: Each request is checked against the conditions once more when it is decided. This one no longer met them.
  • How to fix it: The freeze is lifted and nothing was taken, so the money is yours to spend. If you believe the note is wrong, send support the OFR reference and say why.

A request shows "Refunded" but the money has not arrived​

  • Where you see it: Your refund requests, after the notice "Top-up refund approved".
  • Plans affected: Every plan.
  • Why it happens: The status changes on the day of approval. The payout follows: an approved refund takes 7 to 14 business days to reach you, counted from approval. The Refunds tab shows the terms that apply to your request.
  • How to fix it: Wait for that period to pass. When the transfer is made, the row gains a transfer reference and you receive the notice "Your refund has been sent". Use that reference to trace it with your bank or wallet app. After the period, contact support with the OFR reference.

A notice says "Your refund transfer did not go through"​

  • Where you see it: The bell, Telegram or email, after "Your refund has been sent". It reads: "The amount we sent for your approved top-up refund was returned by the payment provider, so the transfer reference we gave you will not trace. Your refund still stands: we will send it again and tell you the new reference."
  • Plans affected: Every plan.
  • Why it happens: The transfer we sent was returned to us, so the transfer reference you were given no longer leads anywhere.
  • How to fix it: You do not need to do anything. Your refund still stands. We send it again and a new notice carries the new reference. If you want to ask about it, quote the OFR reference.

A notice says "Top-up refund request closed"​

  • Where you see it: The bell, Telegram or email, while a refund request was open.
  • Plans affected: Every plan.
  • Why it happens: Your bank has already returned this payment to you, through a dispute you raised with it.
  • How to fix it: Nothing more is sent, because the money is already back with you. The amount the top-up credited, with its bonus, has been removed from your wallet and the request is closed. If you raised no dispute, contact support with the OFR reference.

Boost Credits fell after a refund was approved​

  • Where you see it: The Boost Credits tile, after the notice "Top-up refund approved".
  • Plans affected: Every plan.
  • Why it happens: The refunded top-up had earned a Boost Credits bonus. When the top-up is refunded, that bonus is taken back, up to what you still hold. The approval notice says so.
  • How to fix it: Nothing needs fixing. The wallet bonus the top-up earned leaves with it in the same way. Bonuses on a wallet top-up explains both bonuses.

You submitted the wrong crypto address​

  • Where you see it: Your refund requests, when you re-read a request for a crypto top-up. The address was saved with the request and the page cannot change it.
  • Plans affected: Every plan.
  • Why it happens: The address typed in the Request a refund dialog is the one the refund is sent to.
  • How to fix it: Contact support immediately at https://onflowads.com/support with the OFR reference and the correct address. Once a crypto transfer has been sent, it cannot be reversed.

Where a refund landed​

Refunds for orders and bookings return to your wallet by themselves, and each returns to a particular part of it. These cards explain a figure that moved in a way you did not expect. Where a refund lands in your wallet has the full list.

Withdrawable went down although you made no withdrawal​

  • Where you see it: The Withdrawable tile, after a Paid Promotions booking you paid for was refunded.
  • Plans affected: Every plan.
  • Why it happens: You paid for the booking out of earned money. A Paid Promotions refund always returns as money you can spend but not withdraw. Total (USD) is the same as before.
  • How to fix it: Nothing was lost, and the amount cannot be turned back into withdrawable money. Next time, withdraw your earnings before you spend from the wallet. To ask about one refund, send support the reference on its Activity line, which begins with OFT.

A refund raised Total but not Withdrawable​

  • Where you see it: The Total (USD) and Withdrawable tiles, after a refund was credited.
  • Plans affected: Every plan.
  • Why it happens: Refunds for orders and bookings return as spending money. Only earned money counts toward Withdrawable.
  • How to fix it: Nothing needs fixing. The refunded amount is in your balance and can pay for anything on Onflow Ads straight away.

A Boost refund credited less money than you expected​

  • Where you see it: Activity, on the refund line for a Boost order.
  • Plans affected: Every plan.
  • Why it happens: Part of the order was paid with Boost Credits. That part comes back as Boost Credits, not as wallet money.
  • How to fix it: Check the Boost Credits tile. The two amounts together equal the refund. Boost cancellations and refunds covers when a Boost order is refunded.

A notice says "Automatic refund — your placement was covered"​

  • Where you see it: The bell, Telegram or email, as an advertiser. It reads: "Our own delivery check found a problem with your ad placement on channel, so we have automatically refunded amount to your wallet." When a service credit is added too, the first sentence goes on "plus amount in service credit (store credit you can spend here but cannot withdraw as cash)". It ends: "You did not have to open a dispute or argue your case — your plan's delivery insurance covers this for you."
  • Plans affected: Elite, Master and Ultimate. The plan you held when you paid for the booking is the one that counts.
  • Why it happens: A placement you booked failed our delivery check, and your plan's Verified Delivery Insurance refunded it without a dispute.
  • How to fix it: Nothing needs fixing. Total (USD) rises by the amounts in the notice, and Withdrawable does not, because both arrive as money you can spend but not withdraw. Escrow and buyer protection explains the cover.

A notice says "A held-back slice of your payout was returned to the buyer"​

  • Where you see it: The bell, Telegram or email, as a channel owner. It reads: "amount of your payout for channel was kept in escrow past delivery under that booking's retention terms. The terms were not met, so that slice has gone back to the advertiser. The rest of your payout is unaffected, and nothing here changes your reliability score. If you think this is wrong, open the booking and tell us." When a reason is known, it follows "The terms were not met". The advertiser receives the matching notice "Money returned to your wallet".
  • Plans affected: Every plan. It reaches channel owners whose booking carried retention terms.
  • Why it happens: Part of that booking's payout was held back until its retention terms ended. The terms were not met, so the held part went back to the advertiser and was never added to your wallet.
  • How to fix it: Nothing was taken from your wallet balance, and the rest of the payout is paid as usual. If the reason in the notice is wrong, open the booking and tell us there. Troubleshooting owner payouts and auctions has the full card.

When your wallet is overdrawn​

A wallet goes below zero only when a charge you owed could not be covered by your balance. A purchase never causes it. While the balance is below zero you cannot start anything new, but you can still top up, read your account and contact support. Work that is already running continues. Clearing an overdrawn wallet explains the rules.

Plus plan · Channel owner The balance panel of an overdrawn wallet. 1 The balance, with a minus sign in front. 2 The red box: the amount owed, the date to clear it by, and one line for each charge saying what it was for. 3 Add funds is the way to clear it. The box looks the same on every plan.

"Your wallet is amount overdrawn. Clear it by date. Until it is cleared you can’t start anything new — top up, and every credit comes off it first."​

  • Where you see it: A red box under the balance in the wallet, with a list of the charges. After the date, the middle sentence reads "The 14 days to clear it have passed."
  • Plans affected: Every plan.
  • Why it happens: A charge you owed was collected although the balance could not cover it. Each line in the box names one charge.
  • How to fix it: Press Add funds and top up at least the amount shown. Any money that reaches the wallet, including a refund or a payout, goes toward the amount owed first. The box disappears when the balance is back at zero.

"Your wallet is amount overdrawn. Top up to clear it and your account unlocks — every credit, including anything you earn, comes straight off the balance first."​

  • Where you see it: In place of the usual result when you try to start something: a booking, a bid, a Boost order, a cross-promotion and similar actions. After the date it reads "Your wallet is amount overdrawn and the 14 days to clear it have passed. Top up amount to unlock your account — every credit comes straight off the balance."
  • Plans affected: Every plan.
  • Why it happens: New actions are refused while the wallet is below zero.
  • How to fix it: Top up the amount named. The action you tried was not started and nothing was charged for it. You can start it again as soon as the balance is back at zero.

"This device has an unpaid balance of amount on another Onflow Ads account."​

  • Where you see it: In place of the usual result when you try to start something. The message goes on to say what to do.
  • Plans affected: Every plan.
  • Why it happens: Another Onflow Ads account is overdrawn, and that is stopping this one. Opening a new account does not clear that balance.
  • How to fix it: Sign in to the account that owes the balance and top it up. Everything here then works again. This account is not charged for the other one. If the other account is not yours, contact support at https://onflowads.com/support and say so. Support can review it and undo it.

A notice says "A pin charge could not be covered by the payout"​

  • Where you see it: The bell, Telegram or email. It names the channel and the amount, with the status "Balance owing".
  • Plans affected: Every plan. It reaches channel owners only.
  • Why it happens: A paid pin was taken down before the campaign ended, and the booking's payout could not cover what that cost. The rest was charged to your wallet.
  • How to fix it: Open the wallet. If the charge took your balance below zero, top up to settle it. Until then, nothing else that costs money can start. If you think the charge is wrong, open the booking and tell us there.

Downloads and exports​

These messages appear when you download a file about a campaign or an order, not in the wallet. The wallet receipt is covered on When a payment or receipt goes wrong. Documents and downloads lists every file you can get and the plan it needs.

"CSV export is a paid analytics feature."​

  • Where you see it: Paid Promotions → Campaigns, in a card that opens when you press the dimmed Export CSV · not available on a campaign, and when you open a campaign's CSV download link directly. On the campaign's analytics page the chip reads "Export CSV · locked" instead.
  • Plans affected: Free and Lite.
  • Why it happens: The campaign CSV export is included on Plus and above.
  • How to fix it: Move to Plus or above, or press Unlock exports on that campaign to unlock them for that one campaign. Campaign analytics and exports explains both routes.

"Branded PDF reports are a paid analytics feature."​

  • Where you see it: Paid Promotions → Campaigns, in a card that opens when you press the dimmed PDF report · not available on a campaign, and when you open a campaign's PDF download link directly. On the campaign's analytics page the chip reads "PDF report · locked" instead.
  • Plans affected: Free, Lite and Plus.
  • Why it happens: The PDF report is included on Elite and above.
  • How to fix it: Move to Elite or above, or press Unlock exports on that campaign. On Plus, Export CSV still works.

"Report rendering is temporarily unavailable — try the CSV export."​

  • Where you see it: Paid Promotions, after pressing PDF report on a campaign's analytics page.
  • Plans affected: Elite and above, and anyone who unlocked the exports for that campaign.
  • Why it happens: The PDF could not be produced this time. Your plan and your campaign are not the cause.
  • How to fix it: Press Export CSV now if you need the numbers, and try the PDF again later. If it keeps failing, tell support which campaign it is.

"CSV export is a member feature. Unlocks on plan."​

  • Where you see it: Boost, when you open the order export link directly. On the Orders page the Export CSV button is dimmed, and pressing it raises the notice "CSV export is a Premium feature" with an Upgrade button.
  • Plans affected: Free.
  • Why it happens: Exporting your Boost order history is included on Lite and above. The message names the plan that unlocks it.
  • How to fix it: Press Upgrade to compare plans, and move to the plan named. Your orders stay listed on the Orders page on every plan: see Tracking your Boost orders.

"Placement Proof Certificates are a paid feature."​

  • Where you see it: Paid Promotions, on the Campaigns page, after pressing Issue proof certificate.
  • Plans affected: Free, Lite and Plus.
  • Why it happens: Proof certificates are included on Elite and above.
  • How to fix it: Move to Elite or above. No certificate was issued and nothing was charged. On any plan you can still open Delivery proof on the booking and share the live post.

"You've issued all N Placement Proof Certificates your plan includes this month. The allowance resets on the 1st."​

  • Where you see it: Paid Promotions, on the Campaigns page, after pressing Issue proof certificate.
  • Plans affected: Elite and Master. Ultimate has no monthly limit.
  • Why it happens: You have issued every certificate your plan includes for this calendar month.
  • How to fix it: Wait until the 1st of next month, or move to a plan with a larger allowance. The certificates you already issued stay valid and can still be downloaded.

"A certificate can be issued once the ad has actually run."​

  • Where you see it: Paid Promotions, on the Campaigns page, when you issue or download a proof certificate. Three related messages are "This booking was refunded, so there is no placement to certify.", "The certificate could not be rendered just now — open the verify link instead." and "Certificates aren’t available yet — please try again shortly."
  • Plans affected: Elite and above. The download message can reach any member who holds a certificate.
  • Why it happens: A certificate records a placement that ran. The ad is not published yet, the booking was refunded or cancelled, or the file could not be produced this time.
  • How to fix it: Wait until the ad is published, then issue the certificate. A refunded booking cannot have one. If the file could not be produced, open the certificate's public page from its link and try the download again later.

Still stuck?​

The fastest way to reach support is https://onflowads.com/support. It opens the support chat whether you are signed in or not. Include:

  • what you were doing, and on which tab of the wallet;
  • the exact message you saw;
  • the reference on screen: it begins with OFW for a withdrawal, OFR for a refund request and OFT for a line in Activity, and looks like OFW-204-5518;
  • the amount and the time it happened.

Help and support lists every other way to reach us.

These pages explain the tasks behind the problems on this page, and the rules that decide them.

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