Troubleshooting
My automations aren't triggering
1
Check your Instagram token
Go to the Home page. If your token shows a red "Expired" badge, reconnect from Settings → Integrations.
2
Confirm the automation is Active
Open the automation and verify the status toggle is set to Active (not Paused or Draft).
3
Verify the keyword matches exactly
Matching is case-insensitive but the keyword must appear in the comment. Check for typos or extra spaces in your trigger keywords.
4
Check your Follow to unlock setting
If Follow to unlock is on, the link is held back until the commenter follows you and taps the button. Non-followers get a "follow us first" prompt instead of the link. Turn it off if you want the link delivered to everyone right away.
DMs are being sent but marked as spam
This is an Instagram-side behaviour. To minimise this:
- Keep your DM short and avoid excessive links or promotional language.
- Don't send DMs to users who have never interacted with your content.
- Encourage users to accept your DM request when they get the notification.
My Instagram account was disconnected
This can happen if you change your Instagram password, revoke app permissions, or if your token naturally expires. Reconnecting from Settings → Integrations fixes this instantly.
I'm not receiving a confirmation email
Check your spam/junk folder. If it's not there, contact us at [email protected] and we'll resend it.
Still stuck?
Email our support team at [email protected]. We respond within 24 hours on business days. Pro plan users get priority responses.
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