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Why didn’t someone get my automatic DM?

Last updated

Usually a safety rule stopped it on purpose: the person already got that reply, the keyword did not match, a sending limit was reached, or they replied STOP. Check DM history, then this list.

Open DM history →

Start with DM history

Open DM history and look for the person. If the row says Sent, Instagram accepted the DM. It may be sitting in their message requests, not their main inbox. See How to check if a lead got my DM.

If there is no row, or the row says Skipped, Replavia chose not to send. Work through the list below.

1. You tested from your own account

Replavia never answers comments from the connected account itself. Test from a different Instagram account.

2. They already got this reply

Replavia does not send the same person the same automated reply again too soon.

  • Comment on a post or reel

    Each person gets the reply
    Once per post

  • Comment on a live

    Each person gets the reply
    Once a day

  • DM

    Each person gets the reply
    Once a day (UTC)

  • Reply to your story

    Each person gets the reply
    Once per story

  • Mention in a story

    Each person gets the reply
    Every time

This is why a second test from the same account gets nothing. Also, if someone comments on several of your posts within about two minutes, some DMs may be skipped.

3. The keyword did not match

“Exact match” needs the whole message to be the keyword. “Contains keyword” matches whole words only, so “pricey” does not match “price”. See Keywords and matching.

Also check that the automation is switched on, and that Which posts? includes that post.

4. Two automations wanted the same comment

Instagram allows one automated DM per comment. Only one automation answers. An Any keyword automation always goes last.

5. A sending limit was reached

Each Instagram account has an hourly and a daily limit. At the limit, new replies are skipped. They are not saved to send later. For comment automations, the person is still saved as a lead.

These skipped replies do not appear in DM history. Open Account safety instead, where the account shows At limit. See Sending limits.

6. Your free DMs for the month are used up

On the Free plan, DMs stop when the monthly 1,500 are used. DM history shows these as Limit reached. See I ran out of free DMs.

7. They replied STOP

After someone opts out, your comment automations skip them. If they later DM you first, your DM automations can still answer. See How STOP and unsubscribe work.

If you clicked Stop DM for them in Comment Shield, automations do not message them while Comment Shield is on.

8. Instagram is disconnected

When a connection drops, Replavia pauses that account’s automations. The account shows Needs Reconnect on the Accounts page. See How to reconnect Instagram.

After a downgrade, an account or automation over your plan’s limit may also be paused.

9. They never tapped the button

A comment allows one private reply. If your DM uses a button, the link only arrives after the person taps it. You can only message them for 24 hours after their last message. See The 24-hour window.

Still stuck?

Click Report a problem at the bottom of the menu. Name the automation and the post, and say roughly when they commented. See How to report a problem.

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