Frequently asked questions

If your automated DMs aren’t reaching users, here are the most common reasons and quick fixes: 1. Instagram connection issue Make sure your Instagram account is still properly connected to ReplyRush. If you recently changed your password or revoked permissions, reconnect your account and reauthorize all required permissions (messages and comments access). 2. Incorrect trigger setup Check your comment-to-DM trigger or keyword settings. A typo, inactive post, or wrong keyword can prevent the automation from firing. 3. Plan limits reached If you’ve exceeded your monthly DM limit, new messages will pause until your quota resets or you upgrade your plan. 4. Rate limits or high volume If you received a surge of engagement, messages may be queued due to Instagram rate limits. ReplyRush processes them automatically as the queue clears. 5. Follow-Gated or filter settings If Follow-Gated DMs or custom filters are enabled, non-followers or excluded users will not receive a DM by design. To troubleshoot faster, check your ReplyRush dashboard logs. They usually show whether a message was sent, skipped, or failed, along with the reason. If you’re still unsure, contact support and we’ll review your account activity to help resolve it quickly.

If certain users didn’t receive an auto DM, here are the most common reasons: 1. Follow-Gated DM enabled If Follow-Gated DMs are active, only followers will receive messages. Non-followers are automatically skipped by design. 2. Keyword mismatch Your trigger keyword must match the comment exactly. Variations, typos, plurals, or hashtags may not activate the automation unless added to your trigger settings. 3. Trigger conflicts Overlapping campaigns or global triggers can sometimes interfere with each other. Make sure your automations use clear, unique keywords and aren’t targeting the same comments. 4. Instagram rate limits or API delays During high engagement spikes, a few messages may not process instantly. You can use the SendBack feature to resend missed DMs. 5. Comment edited or deleted If a user edits or deletes their comment quickly, the automation may not trigger properly. 6. Expired permissions If your Instagram connection or token expired, comments during that period may have been skipped. Reconnect your account and use SendBack to recover them. For faster troubleshooting, check your ReplyRush dashboard logs to see whether a comment was sent, skipped, or failed—and why.

If someone didn’t receive your automated DM, follow these quick steps: 1. Ask them to check Message Requests If it’s your first interaction, the DM likely went to their Message Requests folder. Most missed messages are simply sitting there unopened. 2. Confirm they triggered the automation correctly Make sure they commented on the correct post and used the exact keyword required. A typo or wrong post won’t activate the DM. 3. Check Follow-Gated settings If Follow-Gated DMs are enabled and they weren’t following you at the time, the system will skip sending the message. 4. Review your dashboard logs Check ReplyRush logs to see if the message was sent, skipped, or failed. If needed, use SendBack to resend missed DMs. 5. Manually send as backup To maintain a good user experience, you can manually send the message while troubleshooting the issue. In most cases, the message was delivered to Message Requests. A simple reminder usually solves the problem quickly.

If your Instagram account gets disconnected, don’t worry — reconnecting is quick and simple. Log in to your ReplyRush dashboard and click the “Reauthorized” button on connected account screen. You’ll be prompted to log in through Facebook again and reauthorize all required permissions. Make sure you use the Facebook account that has admin access to your connected page and Instagram profile. After reconnecting, test one of your automations to confirm everything is working properly. If your account was disconnected for a while, use the SendBack feature to resend DMs for any missed comments during that period. If your Instagram account doesn’t appear during re connection, verify that your Facebook page is still linked to Instagram and that you have admin access. If you need help, ReplyRush support can guide you through restoring the connection.

If you change your Instagram password, your access token may expire and your account can disconnect from ReplyRush. When this happens, automation will pause until you reconnect your account through the dashboard. If you only change your username, automation usually continues working. However, it’s still a good idea to log in to ReplyRush and confirm your Instagram connection is active. After any major account change, always check your connection status and reconnect if needed to keep your Instagram DM automation running smoothly.