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Troubleshooting, Diagnostics & Support

This guide covers real-world troubleshooting steps, Meta Graph API error codes, configuration requirements, and dedicated support channels for AutoDM.

1. Reaching Support & Getting Help​

If you encounter unexpected behavior, webhook delivery delays, or need help configuring a complex automation decision tree, our engineering and customer support teams are available through multiple channels:

Primary Support Email: support@autodm.live​

  • When to Use: For technical inquiries, account issues, billing adjustments, or detailed diagnostic reviews.
  • What to Include for Faster Resolution:
    • Your registered AutoDM account email address.
    • Your connected Instagram handle (e.g., @yourbrand) or Facebook Page name.
    • The Automation Name or URL slug you are troubleshooting.
    • A direct link to the Instagram Reel or Post where the issue occurred.
    • Approximate timestamp (with timezone) when the comment or DM was sent.
    • A screenshot of any error code or unexpected message log.

Direct Instagram DM Outreach: @autodm.live​

  • When to Use: For quick questions, live bot testing, or rapid triage.
  • Send a direct message to @autodm.live directly from the Instagram app. Our team monitors inbound messages and you can also experience AutoDM's interactive carousels and flow canvas in action.

Live System Status: https://status.autodm.live​

  • Visit our public status portal at status.autodm.live to inspect real-time system metrics:
    • Meta Graph API connectivity and latency.
    • Inbound webhook ingestion queue status.
    • Database and Redis job worker availability.
    • Scheduled maintenance windows and incident logs.

In-App Delivery Logs & Diagnostics​

Before contacting support, you can inspect the exact raw response received from Meta for any interaction:

  1. Navigate to Automations in the dashboard.
  2. Select your automation and click the Logs / Activity tab (or check the global delivery feed).
  3. Each attempted dispatch displays:
    • Recipient username / scoped ID.
    • Delivery timestamp.
    • HTTP status code (200 OK for success, or error payloads with specific Meta error codes).

2. The #1 Cause of Failed DMs: "Allow Access to Messages"​

If public comment replies work properly but direct messages fail to arrive in the user's inbox, the Instagram app message permission is almost certainly disabled.

The Problem​

Meta requires creators to explicitly grant third-party connected tools permission to read and send direct messages from within the mobile Instagram application.

The Fix (Step-by-Step)​

  1. Open the Instagram mobile app on your phone (logged into your creator/business account).
  2. Go to your Profile and tap the Menu (three lines) in the top right.
  3. Tap Settings and privacy.
  4. Scroll down to the How others can interact with you section and tap Messages and story replies.
  5. Tap Message controls.
  6. Scroll down to the Connected tools section.
  7. Toggle "Allow access to messages" to ON (blue).
  8. Once enabled, Meta immediately begins forwarding direct message webhooks to AutoDM.

3. Testing Pitfall: Commenting From Your Own Account​

The Problem​

You set up an automation with keyword price, comment price on your latest Reel, and nothing happens.

Why This Happens​

Meta's Graph API intentionally ignores comments made by the account owner on their own media. This is a safety measure built into Instagram to prevent automation bots from creating infinite loops.

The Solution​

  • Always test automations using a separate secondary personal Instagram account, or ask a team member or friend to comment.
  • If you do not have a secondary account, test using the Live Phone Simulator directly inside the Visual Flow Canvas or landing page.

4. Meta 24-Hour Messaging Window Policy​

How the Policy Works​

Meta enforces a strict 24-hour messaging window for all business and creator messaging:

  • Comment-to-DM Exception: When a user leaves a comment on your post or reel, Meta allows sending one single direct message in response to that specific comment.
  • Opening the Full 24-Hour Window: Once the recipient opens your DM and either:
    1. Replies with any text message, or
    2. Taps a Quick Reply button or CTA button, a full 24-hour conversation window opens. Within this active window, AutoDM can send follow-ups, decision tree questions, and product carousels freely.
  • After 24 Hours of Inactivity: Meta blocks standard automated messages. AutoDM automatically respects this limit and will not attempt to send invalid messages that could harm your account standing.

Follow-Up Reminder Best Practices​

When configuring Follow-Up Reminders in your automations:

  • Set reminder delays to 2 hours, 6 hours, or 12 hours.
  • Do not schedule reminders past 23 hours, as network latency or recipient delays could cause the dispatch to cross the 24-hour boundary.

5. Duplicate Protection & Anti-Spam Throttling​

The Problem​

"I commented the keyword 4 times in 5 minutes, but I only received 1 direct message!"

Why This Happens​

This is an intentional protection feature. AutoDM features built-in smart duplicate dispatch defense:

  • When an audience member comments multiple times on the same Reel (e.g., commenting "info", then "info please", then "send link"), AutoDM recognizes that an automated response was already dispatched for that post.
  • This prevents your account from flooding your followers' inboxes with duplicate DMs and protects your profile from being flagged as spam by Meta's automated rate limiters.

How to Reset for Testing​

  • Wait 15 minutes between test attempts on the same post, or test on a different Reel/Post.
  • Alternatively, test using a different keyword configured in a separate automation.

6. Keyword Triggering & Matching Rules​

Contains vs Exact Match​

  • "Contains any keyword" (Recommended): Triggers whenever the keyword appears anywhere in the comment.
    • Example Keyword: ebook
    • Matches: "Send me the ebook please!", "ebook", "I want the ebook"
  • "Exact match only": Triggers only if the user's entire comment consists solely of the keyword.
    • Matches: "ebook"
    • Will NOT Match: "ebook please", "Send ebook"
  • Multiple Keywords: You can separate keywords with commas (e.g., price, cost, buy, order). AutoDM evaluates each keyword independently.

Keyword Stemming​

AutoDM automatically applies word stemming for common plurals (e.g., link matches links). However, to avoid unintended matches, avoid using short 2-letter words like in or me as "Contains" keywords, as they may trigger inside words like "link" or "awesome".

7. Account Re-Authorization & Expired Tokens​

Symptoms​

  • Automations were running smoothly for weeks but suddenly stopped triggering.
  • The dashboard displays an "Account Token Invalid" or "Re-authentication Required" badge.

Why This Happens​

Meta OAuth access tokens expire or become invalidated under the following circumstances:

  1. You changed your Instagram or Facebook account password.
  2. Meta performed a routine security invalidation (typically every 60-90 days).
  3. The Facebook Page admin roles or page permissions were modified in Meta Business Suite.

The Fix​

  1. In the AutoDM sidebar, navigate to Instagram (or Facebook Page).
  2. Click the Reconnect button.
  3. Log in through the secure Meta OAuth dialog and confirm permissions.
  4. Your account will immediately update to an active status. All existing automations, flow canvases, templates, and fan data remain completely preserved.

8. Button URLs & Carousel Rejection Rules​

Meta URL Compliance Rules​

When building DM templates with buttons or Product Slider Carousels:

  • Valid HTTPS Protocol: All button URLs must start with https:// (or http://).
  • Real Domain Names: URLs must point to valid, reachable public domains (e.g., https://yourstore.com/product).
  • Forbidden URLs:
    • Localhost addresses (http://localhost:3000)
    • Raw local IP addresses (http://192.168.1.1)
    • URLs containing unencoded spaces or special characters
  • Button Limits:
    • Maximum 3 buttons per message card.
    • Button title character limit: 20 characters maximum (enforced by Instagram).
    • Carousel cards: between 1 and 10 cards per carousel.

9. Stories & Mention Automations​

24-Hour Story Lifecycles​

  • Story automations only execute while the story is actively visible on Instagram (within 24 hours of publishing).
  • Once a story expires or is archived, Meta stops sending story reply webhook events.

Story Mentions & Private Accounts​

  • When a user mentions your handle (@yourbrand) in their Instagram story, AutoDM receives a webhook and sends your automated thank-you DM.
  • Private Profiles Limitation: If a user with a Private Instagram profile mentions you in their story, Meta's privacy policy masks their account details and may not transmit a direct message dispatch permission. This is an official Meta restriction that applies to all automation tools.