Troubleshooting

Steps to check:

1. Is it pinned? Click the puzzle-piece extensions icon in Chrome’s toolbar. If DMpro is in the dropdown but not the toolbar, click the pin icon to pin it.
2. Is it enabled? Go to chrome://extensions and confirm DMpro’s toggle is on.
3. Reinstall: remove and re-add DMpro from the Chrome Web Store.
4. Restart Chrome: sometimes the icon appears after a clean restart.

Common causes:

• Chrome version too old. Side panel requires Chrome 114+. Update Chrome to latest.
• Another extension conflicts. Disable other extensions temporarily and see if DMpro opens.
• You’re on chrome:// or a special page. Side panel only opens on regular web pages. Navigate to Instagram or TikTok and try again.
• Click blocked by pop-up blocker. Rare but possible; check Chrome’s pop-up settings.

Check in order:

• Out of AI credits. See your credit balance in the side panel; if zero, upgrade or wait for refresh. See Plans & Billing.
• Network issue. Try loading DMpro’s homepage in a new tab; if it fails, your connection is the problem.
• Signed out. The AI needs an active session. If you got signed out, sign back in via the sign-in flow.
• Profile with no bio. The AI can still try but produces weaker output. Not really a failure, just low personalization.

Diagnose in this order:

1. Are you signed in to Instagram / TikTok? DMpro uses your browser session; if you got signed out, it can’t send.
2. Is the target account blocked or private? DMpro can’t DM those, they’re logged as failed.
3. Has Instagram action-blocked you? Check by trying to send one manual DM to a normal account. If Instagram refuses, stop the queue immediately (see next Q).
4. Are you out of credits? Queue pauses when credits hit zero.

1. Stop all campaigns immediately.
2. Do nothing for 24-72 hours. Log in and browse Instagram normally, but no DMs, no follows.
3. Test with 2-3 manual DMs to warm connections after the wait.
4. Resume slowly at half your prior volume for a week.
5. Ramp back up gradually across another 1-2 weeks.

Full playbook on Safety & Account Limits.

Try these in order:

• Sign in to TikTok in your browser. DMpro needs the signed-in view of profiles.
• Try a different profile. Some private or restricted accounts don’t expose their bio to reading.
• Reload the profile page and reopen the DMpro side panel.
• Update DMpro extension to the latest version.

Check these levers:

• Subject line: avoid spam-trigger words (“urgent”, “free”, “guaranteed”)
• Body length: keep under 100 words
• Send volume: don’t ramp too fast, especially in the first weeks
• List quality: bad or invalid emails hurt reputation across all future sends
• Personalization: generic mass emails get flagged more than personalized ones

See Cold Email Sending for the full deliverability guide.

Large CSVs (over 5,000 rows) can hang the parser. Fixes:

• Split the CSV into 1,000-2,000 row chunks and create separate campaigns
• Remove extra columns you’re not using
• Ensure UTF-8 encoding: some CSVs from Excel are in wrong encoding, causing parse errors
• Close other tabs to give Chrome more memory during the upload

Steps:

1. Check payment status: Stripe sends a receipt on success. If no receipt, the payment may have failed.
2. Sign out and back in to force DMpro to re-fetch your credit balance.
3. Wait a few minutes. Occasionally the balance takes 1-5 minutes to update after purchase.
4. Still not updated after 15 minutes: contact support with your Stripe receipt.

Visit the Contact page and send us a message with:

• Your DMpro account email
• What you tried and what happened
• Screenshots if applicable
• Which browser and OS you’re on

We reply to support requests within 1-2 business days.