Opening a support ticket

A support ticket is simply a conversation with the Onflow Ads team: your message, a reference code, and everything that follows. You open one from the Get help widget by writing to the team. No account is needed — an email address is enough.

This page covers that flow from the first tap to the confirmation email. What happens after — statuses, follow-ups, closing — is on Ticket statuses and threads.

Before you start

• If your question is general, try Getting an instant answer first — it's faster and it costs you nothing.
• If your problem is with one specific Boost / SMM order, use the dedicated report flow instead. It attaches the order details for you: Reporting a problem with a Boost order.
• If you'd rather write from your own inbox, the contact form and support@onflowads.com reach the same team.

Step 1 — Open the message form

There are three ways into the form:

1. Pick a topic. On the help home screen, under Or write to the team, tap the row that fits best. Your pick becomes the subject of the conversation, which helps the team route it to the right person.
2. From an instant answer. If the help-centre answers didn't cover it, tap Still need help? Email the team. Your question is carried into the message box.
3. Straight through. Click Get an instant answer with an empty question box, and the form opens with no subject set.

The topic list

Topic	Use it for
Reliability score issue	Anything about your channel's reliability score.
Payments & top-ups	Wallet top-ups, charges, invoices, withdrawals.
Paid promotions	Bookings, listings, deliveries and disputes in the marketplace.
Boost / SMM orders	Boost orders in general (for one order, use the order report).
Account & sign-in	Sign-in problems, verification, account access.
Report a bug	Something on the site is broken or behaving wrongly.
Something else	Anything that doesn't fit above. This one sets no subject.

Picking a topic is worth the extra tap

A conversation with a subject is easier to route and shows up in Your messages with a readable name instead of the generic "Support request".

Step 2 — Fill in the form

The form is headed Send a message, with your chosen topic shown as a pill above it.

Field	Required?	Notes and limits
Name	Optional	Pre-filled if you're signed in, or if you've written to us before on this device. Up to 200 characters.
Email — where our reply will go	Required	Double-check it: this is the only address the reply is sent to. Pre-filled when you're signed in.
Phone (optional)	Optional	Only appears while the team is offline, and only when the team asks for it. Up to 40 characters.
How can we help?	Required	Your message. Up to roughly four thousand characters.

What gets pre-filled, and from where:

• If you are signed in, your account name and email are filled in for you.
• If you've written to us before in this browser, the name and email you used last time are remembered and re-used.
• You can overwrite either of them — the reply goes to whatever is in the Email box when you press send.

Write a message the team can act on

Include the page you were on, what you expected, what actually happened, and the exact text of any error. If it relates to an order, a booking, a channel or an invoice, paste the reference. It usually saves a full round trip.

Step 3 — Send

Click Send message. The button changes to Sending… while it goes.

If something is missing, the message appears in red under the form and nothing is sent:

Message	What to fix
Please enter a valid email — that's where our reply goes.	The email field is empty or malformed.
Please tell us how we can help.	The message box is empty.
Please enter a valid email so we can reply.	The address was rejected by the server. Check for typos and stray spaces.
Please describe your issue in a short message.	The message was empty or longer than the allowed length.
Too many attempts. Please wait a minute and try again.	New tickets are rate-limited. Wait a short while — nothing you already sent is lost.
This feature is temporarily unavailable. Please try again shortly.	Support is momentarily unavailable. Use the contact form or check the status page.
Couldn't send — please try again. / Network error — please try again.	The request didn't complete. Press Send message again.

Step 4 — The confirmation screen

On success the panel switches to a confirmation:

• A green tick and the heading Message sent to the team.

• The expectation line, which depends on availability:

  • Online: "Our team usually replies within a few minutes — the reply lands at y•••@example.com."
  • Offline: "We're offline right now — we'll email you at y•••@example.com as soon as we're back online."

  Your address is shown partly masked. If the masked address looks wrong, the reply will go to the wrong place — send a new message with the correct email.

• "You can close this window — replies arrive in your inbox."

• Ref followed by your conversation's reference code, which always starts with of_.

• On eligible paid plans, an OnFlow AI · instant answer card may appear right here. See OnFlow AI: the instant first reply.

• A Done button, which returns you to the help home screen.

You can safely close the panel at any point from here.

Step 5 — What lands in your inbox

Shortly after you send, you receive an acknowledgement email:

• Subject: "We got your message — Onflow Ads support" followed by your reference code.
• It confirms the ticket was opened and that a team member will reply by email.
• It contains a View your conversation button that reopens the conversation in the widget on any device.

Keep that email. It is how you get back to the conversation if you switch browser or clear your data.

The conversation link is the key

Anyone with that link can read and reply to your conversation. Don't forward the email to people you don't trust.

What the team receives

Along with your message, the team is sent the details you provided (name, email, phone if given), your chosen topic and your reference code. The page you were on when you opened the widget is recorded with the ticket, so the team can see where the problem happened without asking.

Nothing else about your account is attached automatically. If your issue involves an order, a booking or a payment, include the reference in your message.

Limits and rules

• You don't need an account. Anonymous visitors can open a ticket with an email address alone.
• New tickets are rate-limited per visitor. If you hit the limit you'll see "Too many attempts. Please wait a minute and try again." — wait, then retry.
• Message length is capped at roughly four thousand characters. Send the essentials first and add the rest as a follow-up rather than truncating your explanation.
• No attachments. Paste error text and links into the message body.
• One conversation per issue is best. Separate issues in separate conversations get routed and resolved faster.
• Replies are email-first. Human replies are delivered to your inbox and are not shown in the widget.

Edge cases

I closed the panel while it was sending. The ticket is created regardless. The widget switches to watching for a reply in the background and will show the unread badge on the chat button when one arrives.

I sent it to the wrong email address. Send a new message with the correct address. The old conversation stays open, but its replies will go to the address you originally typed.

Nothing appeared under "Your messages". The list is stored per browser. If you sent the message in a private window or cleared site data, use the View your conversation link in your acknowledgement email.

I never got the acknowledgement email. Check spam or junk first and mark it as "not spam". If it's genuinely missing, the email address you typed may have a typo — send a new message with the correct address.

FAQ

How long until someone replies? When the widget says the team is online, it's usually a few minutes. When it says offline, the reply comes by email once the team is back. The contact page publishes the general expectation: usually within one business day.

Does picking a topic change how fast I'm answered? It changes routing, not priority. It gets your message to the right person sooner.

Can I add more information after sending? Yes — open the conversation and use Add to this conversation. See Ticket statuses and threads.

Can I open a ticket from the Telegram bot? No. Support conversations are opened from the website (or by emailing support@onflowads.com). The contact page links the official bot for everything else.

Next: on eligible paid plans an answer can appear within seconds — OnFlow AI: the instant first reply.