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Troubleshooting & FAQ

Quick answers to the problems we hear about most. If your issue isn't here, the Get help widget can search the full help centre for you — or just write to the team.

Getting help​

I don't see the chat button on the site​

The Get help widget only appears when support chat is switched on for the site, and the team can limit it to certain pages. If it's not there — or the dashboard Support page says "Live chat isn't enabled right now" — use the contact form or email support@onflowads.com. Same team, same email reply.

The widget says the team is Offline. Did my message go anywhere?​

Yes. Offline only means no agent is at the desk this minute. Your message is stored and the team is notified either way, and the reply arrives in your email inbox as soon as they're back — the confirmation screen says exactly that when you send.

The instant answer didn't find anything​

That's the designed outcome when no help-centre entry confidently matches your question: the widget opens the message form with your question already typed in, so a person sees it. See Getting an instant answer.

Why didn't I get an instant AI answer?​

OnFlow AI first replies go to signed-in members on eligible paid plans (Lite and above), when the feature is on, the AI service is reachable, and your plan's AI text allowance isn't used up. A human agent replying first also stops it. If no AI answer appears, your ticket simply goes straight to the human team — nothing is wrong and nothing extra is needed from you.

The AI card showed a typing indicator and then vanished​

The confirmation screen only watches for the answer for about a minute. After that the card is removed. Your ticket is unaffected, and the team will reply by email.

I haven't received a reply email​

  1. Check your spam / junk folder — and mark the message as "not spam" so future replies land normally.
  2. Confirm the address you gave. The confirmation screen showed it partly masked, like y•••@example.com. If that looks wrong, the reply is going elsewhere — send a new message from the correct address.
  3. Check the conversation in the widget under Your messages. If the chip reads Replied · check email, a reply was sent; if it reads Awaiting reply, the team hasn't answered yet. See Ticket statuses and threads.
  4. Still nothing after a reasonable wait? Send a follow-up in the same conversation, or email support@onflowads.com directly.

Why can't I read the team's reply inside the widget?​

By design — Onflow Ads support is email-first. Human replies are delivered to your inbox in full; the widget shows only that a reply exists, so you never have to sit and watch a chat window. AI answers and your own messages are shown on the page.

My old conversations disappeared from the widget​

The widget keeps your conversation list in the browser you used. A different browser or device, a private window, or clearing site data will hide the list — the conversations themselves still exist. To get one back, open the View your conversation link in any email you received about it; the conversation reappears in the widget on that device.

A conversation vanished from "Your messages" when I opened it​

If a stored entry no longer matches a conversation on the server, the widget removes it from your list automatically and returns you to the help home. Start a new message and mention your earlier reference if you have it in an email.

The link opens the conversation inside the help widget, so it only works on a page where the widget is available. Try the site's home page. If the widget isn't running at all, use the contact form and quote your of_ reference.

I got "This conversation has reached its message limit"​

Long threads eventually hit a cap of roughly two hundred messages. Start a new conversation from the help home; the team can see your history and will pick up where you left off.

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

New tickets, instant-answer searches, follow-ups, order flows and the contact form are all rate-limited to prevent abuse. Wait a little and try again — nothing you already sent is lost.

Can I attach a screenshot or a file?​

No — none of the support routes accept attachments. Paste the exact error text, the page URL, references and numbers into the message instead. That is usually more useful than an image anyway.

Can I change the email address a reply goes to?​

Not on an existing conversation. Send a new message from the address you want the reply on, and mention the old reference so the team can join them up.

Is my support conversation private?​

It isn't listed anywhere public and isn't shown on your account pages. It is reachable by anyone holding the reference link from your emails, so don't forward those to people you don't trust.

My Boost order report never appeared in "Your messages"​

Expected. The Report flow on an order opens a ticket with the team but doesn't create a browser entry or an acknowledgement email, so it won't be listed in the widget. Watch your account's email inbox. See Reporting a problem with a Boost order.

Account & sign-in​

I can't sign in​

  • Double-check the email you registered with, then use Forgot password? on the sign-in page to reset your password.
  • If you've just signed up, complete email verification first — see https://onflowads.com/verify and check your inbox (and spam) for the verification email.
  • Still locked out? Contact the team from the contact form using the email on the account, or use the widget with the topic Account & sign-in.

I never received my verification email​

Check spam first. If it's genuinely missing, request it again from the verification page, and make sure your inbox isn't blocking automated senders. If nothing arrives, write in via the contact form.

A dashboard page keeps sending me to the sign-in screen​

Your session has expired. Sign in again and reopen the page. Support routes that need no session — the contact form and support@onflowads.com — work in the meantime.

Payments, orders, and promotions​

My payment went through but my balance didn't update​

Give it a couple of minutes and refresh — payment confirmations can arrive with a short delay, and they're processed even during maintenance. If the balance still doesn't reflect the payment, contact support with the topic Payments & top-ups, including the approximate time and amount. There's more detail in Payment troubleshooting.

A Boost / SMM order isn't delivering as expected​

Use the built-in flow rather than a generic message — it's faster for everyone:

  1. Open your orders.
  2. Click Report on the affected order.
  3. Pick the closest reason (Nothing delivered, Partly delivered / stopped short, Delivery too slow, Delivered then dropped, Wrong link / target, Low-quality delivery, or Other), describe the issue, and click Send report.

The ticket carries the order's details automatically and is handled as a priority; the reply comes by email. Full walkthrough: Reporting a problem with a Boost order.

Where can I read the refund rules?​

The refund policy is published at https://onflowads.com/refunds. For a question about a specific charge, contact support with the topic Payments & top-ups.

A problem with a paid promotion​

Use the widget with the topic Paid promotions, and include the booking or order reference. On some plans, paid-promotion concerns carry a published resolution-time target — shown on the plan pages.

Site availability​

The site is down, slow, or erroring for me​

  1. Check https://onflowads.com/status. If it shows Some systems are degraded or an incident notice, the team is already on it — the page refreshes itself every 30 seconds, so you can just watch it.
  2. If you see the We're tuning things up page, that's planned maintenance — it reconnects you automatically when it's done.
  3. If the status page says everything is operational, try a hard refresh, another network, or another browser — then tell us what you're seeing, including the page URL and the exact error text.

The status page says everything is operational but I'm still stuck​

The status page reports platform-wide health; it can't see anything specific to your account, a single order, or your browser. Work through the relevant section above, then write in with the page URL, what you did, and the exact error.

I see a "You're offline" page​

That page comes from your own device, not from our servers — the site installs a small offline fallback in your browser, and it appears when a page couldn't be loaded because your connection dropped. Nothing on your account is affected and no work is lost. Check your internet connection, then press Try again (or reload). If your connection is fine but the page keeps appearing, our servers may be unreachable — check https://onflowads.com/status from another network or device.

One dashboard section says it's in maintenance but the rest works​

That's normal — maintenance can apply to a single section while everything else stays live. Check back shortly, or watch the status page for notices.

There's a red strip across the top of every page​

That's an incident notice written by the team. Read the message — it says what's affected. The same notice appears on the status page.

Still stuck?​

Open the Get help widget and ask — or head to https://onflowads.com/contact. Include what you were doing, the page you were on, and any reference codes (a support reference starting of_, an order reference, an invoice number starting OFA-). The more specific the message, the faster the fix.