You set up the automation, someone comments, and nothing happens. Usually it is one of a dozen causes, and most take a minute to fix. Work down this list in order.
1. The automation is not live
Saved is not the same as live. Check its status in your dashboard. In DM Flow, only automations marked Live respond to comments.
2. It is watching a different post
If the automation is set to one post, comments on other posts are ignored. Check the thumbnail in the automation matches the reel people are commenting on.
3. The keyword did not match
Comment-to-DM matches whole words, ignoring capitals. "Prices" does not match price unless you add prices. Open your activity log, find the comment, and add the word people actually used. See keyword auto reply.
4. Your account is not Professional
Personal accounts cannot use the messaging API. Switch to Business or Creator.
5. Message access for tools is off
In Instagram: Settings and privacy, Messages and story replies, Message controls, Connected tools, Allow access to messages. If this is off, comments can be read but DMs cannot be sent.
6. The connection expired or was removed
If you changed your password, removed the app from Instagram's settings, or the token expired, the tool cannot act. Reconnect from the dashboard.
7. You tested from your own account
Tools ignore comments made by the account that owns the post, so you do not DM yourself. Test from a second account.
8. The DM went to Requests
When the commenter does not follow you, the DM lands in their message Requests, not their main inbox. It was delivered; they just did not see it. A public reply like "Sent, check your DMs and Requests" solves most of these.
9. The comment is older than 7 days
Meta only allows a private reply within 7 days of a comment. If you switched the automation on after older comments were made, those cannot be answered.
10. The commenter restricted messages
Some people limit who can message them, or have restricted or blocked your account. The API cannot get past their settings, which is right.
11. Hourly or monthly limits
On a very busy post, Meta's hourly limit can be reached, and Meta refuses messages until the hour rolls over. The log shows these as refused. If your plan's monthly DM limit is reached, DM Flow saves new comments and sends them when you upgrade or the month resets, within Instagram's 7-day window. Your activity log shows "Limit reached, saved" in that case. See Instagram DM limits per hour.
12. Meta refused the message
Occasionally Meta rejects a message, for example because a link is flagged or the person cannot receive messages. The activity log shows the reason Meta gave. Check the link works and is not on a blocked domain or a URL shortener with a poor reputation.
How to read the activity log
In DM Flow, every comment that reaches the automation leaves a line in Activity:
| Entry | Meaning |
|---|---|
| Sent | DM delivered |
| No flow | No live automation matched this post and comment |
| Limit | Monthly DM limit reached |
| Failed / refused | Instagram rejected it; the reason is shown |
| Held | Follow-gate waiting for them to follow |
If a comment does not appear in the log at all, the comment never reached the tool. Check the connection and the "Allow access to messages" setting.
Still stuck?
Note the time of the test comment and the post, then contact support. In DM Flow you can raise a ticket from Help in your dashboard or reach us from the contact page.
Frequently asked questions
Why did it work yesterday and not today?
Most often the connection was removed or expired, or the plan limit was reached. Check both.
Why do some people get the DM and others do not?
Usually keyword variations, message requests or people's own privacy settings.
Can the tool resend a failed DM?
Only if the comment is still within 7 days and nothing was sent for it yet. Meta allows one private reply per comment.
Does Instagram notify me when a DM fails?
No. The tool's log is the only record.