> ## Documentation Index
> Fetch the complete documentation index at: https://help.onlyx.ai/llms.txt
> Use this file to discover all available pages before exploring further.

> ## Agent Instructions
> You are reading OnlyX Help: the OnlyX Help Center and the OnlyX developer documentation. OnlyX is an AI chatting and CRM platform for OnlyFans agencies. Its AI chatter is called Hugo in the app.
> Pages at the site root (for example /inbox/..., /hugo/..., /billing/...) are Help Center articles for agency owners, admins, chatters and creators who use the app at app.onlyx.ai. Words in bold are the exact button, menu and label names the app shows; keep them exactly as written. When these pages do not answer a question, the person can email support at support@onlyx.ai.
> Pages under /developers are the developer documentation. REST API base URL: https://api.onlyx.ai/v1 (authenticate with `Authorization: Bearer <API key>`; keys start with onx_sk_ and are created in app.onlyx.ai under Settings > API & MCP). MCP server: https://mcp.onlyx.ai/mcp (OAuth, or a Bearer API key). In the API the AI chatter is `ai` on the wire. Money is integer US cents in fields ending in Cents; timestamps are UTC ISO-8601.
> Rules for assistants acting on a user's behalf: discover ids with list calls and never invent them; before any call that reaches a real fan or the live OnlyFans account (sending a message, releasing a chat to the AI, turning AI on for a chat, resolving a hand-off, turning review mode off, changing the welcome message, creating a tracking link) show the user the exact content and get explicit confirmation; send every POST with an Idempotency-Key and reuse it on retry; never resend a message whose delivery status is unconfirmed; never ask a creator for her OnlyFans password or codes - she signs in herself through a connect link and the OnlyX Login app.

# A Telegram fan paid but cannot open the content

> Find the fan's paid offer in the inbox, read its label, check the money and the delivery, and know when to email support with the right details.

<Badge color="blue">Owners, admins and chatters</Badge>

A Telegram fan says he paid, but he cannot open what he bought. The label on his offer in the inbox shows whether OnlyX recorded the payment and completed the delivery.

## Before you start

* You need an owner, admin or chatter account. A chatter sees only the creators assigned to them.
* On Telegram, paid and delivered are two steps. Stripe takes the money first. Then OnlyX delivers the files in the creator's Telegram conversation.
* OnlyX has no button that sends purchased files again, and none that refunds a fan. This page shows what you can check, and when to email support.

## Find the offer

<Steps>
  <Step title="Open the conversation">
    In OnlyX, click **Inbox**. Then click the fan's conversation in the **Master Inbox**. To find him, see [Find conversations: search, filters and sort](/inbox/find-conversations).

    The conversation opens.
  </Step>

  <Step title="Find the priced message">
    Find the message that the fan paid for. It carries a label, such as "Paid · \$8". Note the amount and the time of the message. Include both if you contact support.
  </Step>

  <Step title="Read the label">
    Read the label and the short note after it. Point at the label to read the full sentence. Then use the table in the next section.

    <Frame caption="**1** The label on the offer. Paid confirms the payment. Delivery is not yet marked complete.">
      <img className="block dark:hidden" src="https://mintcdn.com/onlyx/3I3pdiS94TfE77HC/images/help/telegram/paid-content-not-unlocked/paid-sending-light.png?fit=max&auto=format&n=3I3pdiS94TfE77HC&q=85&s=a8e11409f3e42ad2b3be6caf09d14e0c" alt="A Telegram priced message marked Paid with sending the file: payment is recorded, but delivery is not yet marked complete" width="1572" height="836" data-path="images/help/telegram/paid-content-not-unlocked/paid-sending-light.png" />

      <img className="hidden dark:block" src="https://mintcdn.com/onlyx/3I3pdiS94TfE77HC/images/help/telegram/paid-content-not-unlocked/paid-sending-dark.png?fit=max&auto=format&n=3I3pdiS94TfE77HC&q=85&s=00a4fbe353007a7b612c9c37d48bdace" alt="A Telegram priced message marked Paid with sending the file: payment is recorded, but delivery is not yet marked complete" width="1572" height="836" data-path="images/help/telegram/paid-content-not-unlocked/paid-sending-dark.png" />
    </Frame>
  </Step>
</Steps>

## What each label means

| Label | What it means | What to do |
| - | - | - |
| "Sent · \$8", then "waiting" | OnlyX has not recorded a payment for this offer. | If the fan says he paid, check the matching payment before asking him to try again. |
| "Paid · \$8", then "sending the file" | OnlyX recorded the payment. Delivery is not yet marked complete. | Give it a few minutes, then reload. OnlyX retries delivery in the background. If it stays Paid, contact support. |
| "Unlocked · \$8" | OnlyX marked delivery complete. | Ask the fan to look for the files in his conversation with the creator. If they are missing, contact support. |
| "Expired · \$8", then "never paid" | The offer expired without a recorded payment. | Check any payment the fan reports before sending a new offer. |
| "Failed · \$8", then "not delivered" | The offer failed. This label alone does not tell you whether the fan paid or received any files. | Check the matching payment and ask which files, if any, arrived. Then contact support. |

<Frame caption="**1** The Failed label. Check **Earnings** to see if the fan's payment is there.">
  <img className="block dark:hidden" src="https://mintcdn.com/onlyx/3I3pdiS94TfE77HC/images/help/telegram/paid-content-not-unlocked/failed-not-delivered-light.png?fit=max&auto=format&n=3I3pdiS94TfE77HC&q=85&s=aed74a702ac04864791a85b41e855cf4" alt="A priced message in a Telegram conversation with the red label Failed and the note not delivered" width="1572" height="836" data-path="images/help/telegram/paid-content-not-unlocked/failed-not-delivered-light.png" />

  <img className="hidden dark:block" src="https://mintcdn.com/onlyx/3I3pdiS94TfE77HC/images/help/telegram/paid-content-not-unlocked/failed-not-delivered-dark.png?fit=max&auto=format&n=3I3pdiS94TfE77HC&q=85&s=070ca5be349e683952984f33c5a7c5d3" alt="A priced message in a Telegram conversation with the red label Failed and the note not delivered" width="1572" height="836" data-path="images/help/telegram/paid-content-not-unlocked/failed-not-delivered-dark.png" />
</Frame>

## Check where the money is

The fan's money goes into the creator's own Stripe account. OnlyX does not hold it.

Your workspace credits on **Billing** are separate from a fan's payment. Adding credits does not confirm his purchase or fix a failed delivery.

<Steps>
  <Step title="Open her Payments tab">
    In OnlyX, click **Creators**. Then click the creator. In her menu, under **Telegram**, click **Payments**.

    The **Payments** card opens with a status badge.
  </Step>

  <Step title="Read the status badge">
    **Connected · live** means the saved account uses live payments. **Connected · test mode** uses test payments. A red line shows the last problem Stripe reported with her key.

    **Not connected** stops new payment pages. A fan who already has a payment page open may still pay. Check the purchase itself, even if the account is now disconnected.

    A chatter can read the card but cannot change it. Owners and admins can replace the keys. See [Connect Stripe payments](/telegram/connect-stripe).

    <Frame caption="**1** The status badge · **2** The connected Stripe account">
      <img className="block dark:hidden" src="https://mintcdn.com/onlyx/3I3pdiS94TfE77HC/images/help/telegram/paid-content-not-unlocked/payments-status-light.png?fit=max&auto=format&n=3I3pdiS94TfE77HC&q=85&s=7610d71124d46a51d0528146a4d34b4b" alt="The Payments card for a Telegram creator showing Connected · live and the Stripe account ID" width="1600" height="372" data-path="images/help/telegram/paid-content-not-unlocked/payments-status-light.png" />

      <img className="hidden dark:block" src="https://mintcdn.com/onlyx/3I3pdiS94TfE77HC/images/help/telegram/paid-content-not-unlocked/payments-status-dark.png?fit=max&auto=format&n=3I3pdiS94TfE77HC&q=85&s=3560d44646f7030ec452fcaa635044f6" alt="The Payments card for a Telegram creator showing Connected · live and the Stripe account ID" width="1600" height="372" data-path="images/help/telegram/paid-content-not-unlocked/payments-status-dark.png" />
    </Frame>
  </Step>

  <Step title="Find the payment on Earnings">
    In her menu, under **Telegram**, click **Earnings**. Find the fan in the **Fan** column. Match the amount and payment time to this offer.

    A matching row means OnlyX recorded the payment. An older sale to the same fan is not proof of this purchase.

    The table does not confirm delivery. Check the offer's label in the inbox too.
  </Step>
</Steps>

Ask the creator or the person who manages her Stripe account to check the matching payment there. Tell support if that payment was refunded.

## What to tell the fan

Ask the fan to check his Telegram conversation with the creator for the purchased files. If he received only some of them, note which ones are missing.

If his payment screen says "Still confirming", he can use **Check again** on that screen. Do not ask him to start another purchase to test it.

<Warning>
  Do not ask the fan to pay again until you have checked the first payment. Do not ask for card details, sign-in codes or passwords.
</Warning>

## Email support

If payment is confirmed but delivery stays incomplete, email [support@onlyx.ai](mailto:support@onlyx.ai). Include:

* the creator's name;
* the fan's name as OnlyX shows it;
* the label and the amount, for example "Paid · \$8", and the date and time of the message;
* whether **Earnings** has a row matching this purchase;
* the amount and time of the payment in her Stripe account, if the owner checked.

Do not send card numbers, Stripe keys, sign-in codes or passwords. Do not send the fan's payment link.

## If something goes wrong

<AccordionGroup>
  <Accordion title="The label says &#x22;Sent&#x22;, but the fan says he paid">
    OnlyX has not recorded the payment yet. Give it a few minutes, then reload the conversation.

    Check the matching payment in **Earnings** and the creator's Stripe account. If it is confirmed but the label stays Sent, contact support.
  </Accordion>

  <Accordion title="The label stays &#x22;Paid&#x22;">
    Payment is recorded, but delivery is not yet marked complete. OnlyX retries in the background.

    Ask the fan whether any files arrived. If it stays Paid after a few minutes, contact support. Do not send a second paid offer.
  </Accordion>

  <Accordion title="The label says &#x22;Failed&#x22; after the fan paid">
    A delivery can fail after payment. In some cases, files may have arrived before OnlyX could confirm the result.

    Check the matching payment. Ask the fan which files arrived, and include that answer when you contact support.
  </Accordion>

  <Accordion title="The payment screen says &#x22;Already purchased&#x22;, but files are missing">
    This message can appear while delivery is still in progress or after it is complete. Check the label on the original offer in **Inbox**.

    If it says Paid, delivery is not yet marked complete. If it says Unlocked but the fan cannot find the files, contact support.
  </Accordion>

  <Accordion title="The payment screen says &#x22;Still confirming&#x22;">
    The payment has not been confirmed on that screen. The fan can click **Check again** there. Do not ask him to start another purchase.

    Open the offer in **Inbox**. Check its payment before you take the next step.
  </Accordion>

  <Accordion title="Earnings shows &#x22;Nothing yet&#x22; and $0.00, but sales are listed">
    A Telegram creator's summary tiles can show \$0.00 and "0 transactions" even when the table lists paid sales. The empty-state note can also show.

    Use the table's matching row and the creator's Stripe payment record to check the purchase.
  </Accordion>
</AccordionGroup>

## What's next

<Columns cols={2}>
  <Card title="Connect Stripe payments" icon="credit-card" href="/telegram/connect-stripe" horizontal />

  <Card title="Message delivery states: did the fan get it?" icon="send" href="/inbox/delivery-states" horizontal />

  <Card title="Upload media for a Telegram creator" icon="images" href="/telegram/upload-media" horizontal />
</Columns>