Getting an instant answer
Before you write to a human, the Get help widget can search the Onflow Ads help centre for you and show the answer on the spot. It is free, instant, and it doesn't open a ticket — nothing is sent to the team unless you decide to send it.
Use it when: your question is a general "how does this work?" — refunds, payments, orders, plans, limits, rules.
Don't bother when: the answer depends on your account (a specific charge, a specific order, a payout). Go straight to Opening a support ticket — only a person can act on those.
Step by step
- Open the Get help widget (the floating chat button). See Using the Get help widget.
- On the help home screen, find the section Find an answer fast.
- Type your question into the box. The placeholder shows the kind of thing that works well: "Ask a question — e.g. 'How do refunds work?'"
- Click Get an instant answer.
- The button changes to Looking for an answer… while the search runs. It takes a moment.
- One of two things happens:
- Matches found — the panel switches to the answers view (below).
- No confident match — the panel opens the message form instead, with your question already typed into it, so you can send it to the team without retyping.
Answers are matched by meaning, not by exact wording. You do not need to guess our terminology — write the question the way you would say it to a person.
The answers view
When matches are found you'll see:
- A Back to help link at the top, which returns you to the help home screen.
- A one-line intro, for example "Here's the best match from our help centre — this should answer it." (or the plural version when there is more than one match).
- Up to three answer cards, best match first. Each card contains:
- the question as it is written in the help centre, in bold;
- the full answer text;
- a Learn more link, when that entry points to a page with the longer explanation.
- A button at the bottom: Still need help? Email the team.
The answer text is shown exactly as it is written in the Onflow Ads help centre — it is not paraphrased or invented for you.
Still need help?
Clicking Still need help? Email the team takes you to the message form with your original question carried over into the message box. From there the flow is the normal one: pick nothing, fill in your details, press Send message. See Opening a support ticket.
You can also just press Back to help and choose a topic from Or write to the team instead — that sets a subject on your conversation, which helps the team route it.
Rules and limits
| Rule | Detail |
|---|---|
| Nothing is sent to the team | Searching is completely self-serve. A ticket is only created when you press Send message. |
| Up to three answers | Only confidently matching entries are shown, and at most three of them. |
| Question length | A question is capped at a few thousand characters. If you paste something enormous, trim it to the actual question. |
| Rate limited | Searches are limited per visitor to prevent abuse. |
| An empty box does nothing useful | If you click Get an instant answer with nothing typed, the widget just opens the message form. |
Edge cases
Nothing matched my question. The widget skips the answers view entirely and opens the message form with your question pre-filled. That's the designed outcome, not an error — it means no help-centre entry was a confident match, so a human should see it.
I hit the rate limit while searching. If searching is temporarily blocked, the widget quietly falls through to the message form with your question kept. You can send it to the team straight away, or press Back to help and try the search again in a minute.
The answers were close but not quite right. Press Still need help? Email the team. Your question is carried over; add the detail the answers missed before you send.
Instant answers aren't available at all. When the help-centre search can't run, the widget goes straight to the message form. Nothing is lost — you simply reach a person one step sooner.
How this differs from OnFlow AI
These are two different things and it's worth keeping them apart:
| Instant answer (this page) | OnFlow AI first reply | |
|---|---|---|
| When | Before you file anything, on demand | Automatically, right after you submit a ticket |
| Who can use it | Anyone, signed in or not | Signed-in members on eligible paid plans |
| What it returns | Help-centre entries, shown word for word | A written answer composed for your question |
| Does it create a ticket? | No | It is part of a ticket you already opened |
FAQ
Does searching cost me anything, or use my plan's AI allowance? No. Searching the help centre is free for everyone and does not consume any plan allowance.
Do the answers know about my account? No. Instant answers are general help-centre content. Nothing about your balance, orders or channels is used or revealed.
Can I search without opening the widget? The in-widget search is the only search surface. For everything else, browse this guide or use the contact form.
Next: if no answer fits, write to a person — Opening a support ticket.