Troubleshooting
Fixes for the problems people run into most: a comment that got no DM, an account that won’t connect, booking times that don’t show and emails that don’t arrive. Start with System health; it usually names the cause.
Start with System health
Open Help → System health
It checks your Instagram account, the comment and DM listener and your automations.
Use Test a comment
Type a comment, such as GUIDE, and press Test trigger. It tells you which automation would reply, or that none matches.
Follow the advice it gives
Each check says what to change when something isn’t right.
- Instagram account@glowstudio is connectedOK
- Comment & DM listenerLast comment received 4 minutes agoOK
- Automations1 automation has no posts selectedCheck
- Test a comment“GUIDE” would reply with “Send my free guide”OK
An automation didn’t send a DM
Every comment gets a result in plain words. These are the ones you’ll see.
| What happened | Why | What to do |
|---|---|---|
| You commented from your own account | Comments from the connected account never start an automation | Test from a second Instagram account |
| No automation on that post | The automation runs on other posts | Add the post to the automation, or choose any post |
| Keyword not found | The comment didn’t contain a keyword | Add plurals and common misspellings as keywords |
| DM limit reached | Your plan’s DM allowance is used up | Upgrade in Settings → Billing & subscription |
| Instagram isn’t connected | The account was disconnected or Instagram signed you out | Connect again in Settings → Channels |
| The DM failed to send | Instagram refused the message, often because Allow access to messages is off | Turn it on in the Instagram app, then test again |
The DM arrived, but the next step didn’t
The content step goes out when the person taps the button or replies. If they only read the message, nothing more is sent. If you use Follow to unlock, people who don’t follow yet get Follow and Following buttons first; after a second ask without a follow, the chat is handed to you.
Follow-ups only go out inside Instagram’s 24-hour window and are skipped if the person replied, sent STOP or was handed to a person. If none arrive, check the delays add up to less than 23 hours.
Instagram won’t connect
Every connection problem has its own message in the app, such as an account that isn’t Business or Creator, an account already connected to another workspace, missing permissions or a plan’s account limit. Connect your account lists each message and what to do.
If automations stopped after working for a while, Instagram has probably signed Askenly out, which happens when you change your Instagram password or remove Askenly under Apps and websites. Connect again in Settings → Channels; your history returns.
Booking times don’t show
Open Appointments → Booking setup: the checklist lists anything still missing, such as a service or your availability. A time also stays hidden when it’s inside a service’s minimum notice, outside its booking window, on a day that has reached its daily maximum, during a break, or when your connected calendar is busy then. Booking setup can explain why any single slot is unavailable.
Customer emails don’t arrive
Check Appointments → Customer emails, because each email can be turned off. Bookings that need your approval stay Tentative and get no emails until you confirm them. Test bookings never send email. The booking’s detail lists every email it sent, and you can resend the confirmation from there. Ask the customer to check their spam folder too.
A scheduled post didn’t publish
Open it under Failed in Schedule to read the reason: the account needs reconnecting, Instagram couldn’t use the media, a caption is over Instagram’s limits, or the media was deleted. Fix it and schedule it again. Posts on a disconnected account are paused, not failed, and wait for you after you reconnect.
Reporting a problem
If you see an error screen, it shows an Error ID. Include it when you contact support, along with what you were doing and roughly when. That lets us find exactly what happened without asking you to repeat it.
Automations stopped after a plan change
If you moved to a smaller plan, automations over its limit are paused. Open Automations, choose the ones to keep and switch them on. Get more sales automations stop running below Growth and their queued emails are canceled; upgrading lets you publish them again.