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Troubleshooting

When something stops working, start here.

Instagram Won’t Connect

  1. Use a laptop or desktop browser

    This fixes it most often. On a phone, Instagram can hand the login over to the Instagram app and lose the connection request, which ends on "Something went wrong". Open DMChat in Chrome, Safari or Edge on a computer and click Connect there.

  2. Try a private window

    Open an incognito or private window, sign in to DMChat, click Connect and log in to Instagram fresh. This rules out an old Instagram session stuck in your browser.

  3. Check you are on the right account

    Open instagram.com in the same browser. Make sure it is logged into the account you want to connect, and clear any "Confirm it’s you" or suspicious-login prompt first — an open security check blocks the connection.

  4. Remove DMChat from Instagram, then reconnect

    In the Instagram app go to Settings → Website permissions → Apps and websites. If DMChat is listed under Active, remove it, then click Connect again for a clean authorization.

  5. Wait if you tried several times

    After many failed attempts Instagram can briefly block new connections. Wait 20–30 minutes, then try once more from a computer.

  6. Still stuck? Send us the error link

    Copy the full address from your browser on the error page and send it to us from Support. It usually contains the exact reason Instagram gave.

Reconnecting Instagram

  1. Check connection status

    Go to Integrations and check whether your account shows "Disconnected".

  2. Disconnect first

    If the status is stale, click "Disconnect" to clear the old token.

  3. Reconnect

    Click "Connect" again and re-authorize through Meta. A laptop or desktop browser is the most reliable place to do this.

  4. Verify permissions

    Approve every permission Instagram asks for — basic profile, messages and comments. Skipping one stops replies from sending.

Fixing Automation Issues

  1. Check automation status

    Ensure the automation is toggled ON in the Automations page.

  2. Verify the trigger

    Double-check the keyword or trigger condition matches what users are posting.

  3. Check activity log

    Click on the automation and go to the Activity tab to see recent trigger attempts.

  4. Review quota

    If you've hit your monthly DM allowance, sends pause until the allowance resets.

Questions

Instagram says "Something went wrong" when I connect. What do I do?

Switch to a laptop or desktop browser — on phones, Instagram often passes the login to its app and drops the connection request. If it still fails, try a private window and log in to Instagram fresh, clear any "Confirm it’s you" prompt on instagram.com, and remove DMChat under Instagram Settings → Website permissions → Apps and websites before reconnecting. After several failed tries, wait 20–30 minutes. If none of that works, send Support the full address of the error page.

My automation stopped working. What should I do?

First check that the automation is toggled on. Then verify your Instagram connection on the Integrations page. If the token expired, reconnect your account. Check the automation's Activity tab for error details.

DMs are not being delivered. Why?

Common causes: (1) Your Instagram token may have expired — reconnect on the Integrations page. (2) The recipient may have message request restrictions. (3) You may have used your monthly DM allowance. Check the automation Activity tab for specific error messages.

I'm not seeing any analytics data.

Analytics populate once automations start firing. If you've just set up your first automation, wait for some triggers to occur. If automations have fired but data is missing, try refreshing the page.

Other topics

Getting startedConnect Instagram and get your first automation answering DMs.AutomationsTriggers, keywords and how a reply actually fires.AnalyticsRead what your automations did, and take the numbers with you.Limits & billingYour DM allowance, why sends are paced, plans and invoices.Account & dataContacts, notifications, two-factor sign-in and your data.

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