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Payment Troubleshooting

Answers to the payment problems we see most often. If your issue is not here, email support@onflowads.com with the order reference or invoice number, the date and the amount.

Start here​

Before anything else, do these three checks — they resolve most reports:

  1. Reload the wallet page. The balance and Activity list are loaded when the page opens, so a change made elsewhere will not show until you refresh.
  2. Check the Activity list, not just the balance figure. If the credit is there, the payment worked.
  3. Check your email, including spam and promotions, for the receipt.

Top-ups​

I paid, but my balance hasn't updated​

Payments are confirmed from two independent directions: the payment provider notifies our servers directly, and your browser's return to the wallet page triggers a second check. Both converge on a single, exactly-once wallet credit, so a payment can never be credited twice or lost between them.

  • If the page says "Payment received — we're still confirming it. Your balance will update shortly.", the provider has not finalised confirmation yet. Crypto payments in particular wait for network confirmations.
  • Reload the wallet page after a few minutes. The Activity list shows the credit when it lands, and the receipt email confirms it.
  • A charge that never confirms is reconciled automatically. If money left your account but the credit has not appeared within a few hours, contact support with the date, amount and any reference — a genuinely failed charge is traced and refunded in full.

"Confirming your payment…" and it stays there​

You have just returned from a checkout and we are asking the provider what happened. Give it a moment, then reload the page. If the payment succeeded, the credit will be in your Activity list.

"You left the checkout before it finished…"​

You backed out of the crypto checkout with the browser's Back button. If you had already sent the payment it will still credit once the network confirms it. If you had not sent anything, you have not been charged — just start again.

"Checkout closed before payment. You have not been charged."​

You dismissed the UPI and card payment overlay before completing payment. Nothing was collected. Click Pay with UPI / Card to try again.

"That payment didn't go through. You have not been charged."​

The attempt failed at the provider — a declined card, a failed UPI collect, or an expired order. Nothing was credited and nothing was collected. Start a fresh top-up. If your bank shows a deduction for a failed attempt, banks typically auto-reverse it; support can trace it if it does not come back within a few hours.

I sent crypto but less than the invoice amount​

Underpaid crypto invoices are not credited — the invoice must be paid in full before it settles. This usually happens when your sending wallet or exchange deducts its own network fee from the amount you entered. Contact support with your order reference and transaction hash.

I sent crypto after the invoice expired​

Contact support with your order reference and the transaction hash. Do not assume it will credit on its own.

I sent crypto on the wrong network or as the wrong coin​

Crypto transfers cannot be reversed. Contact support immediately with the details; recovery may not be possible.

"Enter between … and … to add to your wallet."​

Your amount is outside the method's limits for the amount credited: ₹1,000.00 to ₹25,000.00 for UPI and card, $20.00 to $5,000.00 for cryptocurrency. Note the limits apply to what you add, not to the fee-inclusive total.

"The exchange rate is briefly unavailable. Please try again shortly."​

UPI and card top-ups need a live rupee rate to lock your credit. This is rare and momentary — retry in a minute.

"Please refresh the page and try again."​

Your browser was holding an outdated version of the wallet page. Refresh with Ctrl+R (Cmd+R on a Mac) and start the top-up again. This protects you from being quoted one total and charged another.

"Payment module is still loading — please try again in a moment."​

The secure checkout script had not finished loading when you clicked. Wait a couple of seconds and click again.

"Couldn't open the payment page." / "Couldn't start the payment. Please try again."​

The checkout could not be opened or the order could not be created. Retry once; if it persists, try the other payment method or contact support.

The Add funds tab shows no payment methods​

Top-up methods appear only while they are enabled on the platform. If none are shown, top-up is temporarily unavailable — check back later or contact support.

The age confirmation in the Confirm before you pay dialog is required on every top-up. Tick the checkbox, then click Continue to payment.

"Top-up isn't available right now." / "Crypto top-up isn't available right now."​

That specific method is not currently live. Try the other method, or check back later.

I was charged more than the "Total to pay"​

That should never happen — the total we quote is the entire charge, and nothing is added at the checkout. Send us your invoice number and the statement line and we will investigate immediately.

Part of the site is under maintenance — will my payment still credit?​

Yes. Payment confirmation keeps running even while other parts of the site are in maintenance, so a payment already in flight is never lost.

Balance and history​

My Total went up but my Withdrawable did not​

That is correct for a top-up, a service refund or promotional credit — all of which are spendable but locked. Only Paid-Promotions earnings raise the Withdrawable figure. See Your Balance and Transaction History.

My balance dropped and I did not buy anything​

Check Activity for a debit reading "Withdrawal hold WD-…" — a payout request holds the gross amount immediately. Also look for auction bid holds and good-faith deposits, which hold money while something is pending.

"Couldn't load your wallet." / "Could not load withdrawals."​

A temporary loading problem. Refresh the page. If it persists, sign out and back in, then contact support.

My balance looks different after switching currency​

The selector only changes the display. Your balance is held in USD and other currencies are live conversions for readability. See Currencies and Exchange Rates.

I cannot find an old transaction​

The Activity list shows your 25 most recent transactions and the withdrawals list your 25 most recent requests. For anything older, contact support with the approximate date and amount.

Withdrawals​

"Insufficient withdrawable balance."​

You can only withdraw your Withdrawable figure — Paid-Promotions earnings — not your total balance. Topped-up funds, wallet refunds, promotional credit and Boost Credits are spendable but never withdrawable.

"Minimum withdrawal is $5.00."​

Requests must be at least $5.00.

"Amount too small after fees."​

The service fee would leave nothing to pay out. Request a larger amount.

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

The destination is empty or too long. Enter only the address, UPI ID or username.

"You've used all N withdrawal request(s) this month…"​

Your plan allows a fixed number of withdrawal requests per calendar month. The limit resets next month, and higher plans allow more requests at a lower fee. Your balance stays spendable in the meantime. See Withdrawing Your Earnings.

"This withdrawal was already submitted."​

A duplicate submission of the same request — usually a double-click — was safely ignored. Check My withdrawals; your original request is there and only one was created.

"Your wallet is temporarily on hold while a concern is reviewed."​

Withdrawals are paused while a review of your account is in progress, and resume once it is cleared. If you believe this is in error, contact support.

My withdrawal shows "rejected" — where's my money?​

The held gross amount is returned to your wallet when a request is rejected; the status then becomes refunded and you will see a "Withdrawal refund WD-…" credit in Activity. If a request ever shows refund_failed, contact support with the WD- reference.

The "You receive" figure changed after I submitted​

The live preview on the form is an estimate based on a standard rate. The exact net for your plan is confirmed in the message right after you submit, and shown against the request in My withdrawals.

I sent the payout to the wrong destination​

Contact support immediately with the WD- reference. Once a payout has been sent — especially a crypto payout — it cannot be reversed.

Refund requests​

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

Only one open request per top-up is allowed. Track it under Your refund requests on the Refunds tab.

"That doesn't look like a valid USDT BEP-20 address…"​

A crypto refund destination must be a USDT address on the BSC (BEP-20) network: it starts with 0x and is 42 characters long. Copy it directly from your wallet app rather than typing it.

"The 12-hour refund window for this top-up has passed."​

Top-ups are final after 12 hours. Your balance remains fully spendable on the platform.

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

Any wallet spend since the top-up was credited disqualifies it — including a spend of a different amount. This rule has no exceptions.

My refund request was declined but I don't see the money​

A declined top-up refund never moves money — the amount was never taken out of your wallet, so your balance is unchanged and remains spendable.

The Refunds tab says I have nothing eligible​

None of your recent top-ups currently meets the conditions: credited within the last 12 hours, entirely unspent, and with no open or completed request. See Requesting a Top-up Refund.

Invoices​

I did not receive my invoice​

Check Activity first — the credit is committed before the receipt is sent, so a missing email never means a missing credit. Then check spam, confirm the email address on your account, and if it is still missing ask support to re-send it with your order reference.

The email arrived but there is no PDF attached​

Occasionally the attachment is omitted. The HTML receipt in the email body carries the same information and is equally valid. Ask support if you specifically need the PDF.

The invoice shows a commission above my plan's rate​

The platform fee has a per-method minimum, so on a small top-up the effective percentage is higher than the rate your plan pays. The invoice prints the effective figure deliberately, and names your plan's rate beneath it. See Deposit Fees and Your Plan.

My deposit bonus is missing​

Only the highest bonus threshold you reach applies, and the match is made on the amount you deposited rather than the fee-inclusive total. If the invoice for the top-up carries no Deposit bonus line, no bonus was attached to that order — see Deposit Bonuses, then contact support with the order reference if you believe one was due.

General​

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

Wallet actions are rate-limited for safety. Wait a little while and try again.

"This feature is temporarily unavailable. Please try again shortly."​

A temporary service problem. Retry in a few minutes; if it persists, check the status page.

"Please sign in to continue."​

Your session expired. Sign in again and restart what you were doing.

Where to find proof of a payment​

  • The Activity rail on the wallet page — your 25 most recent transactions.
  • The receipt email and PDF invoice sent for every credited top-up — see Invoices and Receipts.
  • The My withdrawals list, with a WD- reference for each payout request.
  • The Your refund requests list on the Refunds tab.

When you contact support, include the invoice number (starting OFA-), the payment order reference, or the withdrawal reference (starting WD-) — it speeds everything up. Contact details are on Contact Us.

Next: Wallet and Payments FAQ — the short answers, if you would rather skim than diagnose.