Troubleshooting DMpro

DMpro only activates on profile pages, not on the Instagram home feed, Explore, Reels, or the DM inbox. Navigate to instagram.com/username or tiktok.com/@username first.

1. Confirm you’re logged in to Instagram or TikTok in the same browser where DMpro is installed. DMpro uses your logged-in session.
2. Hard reload the page with Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows). Content scripts sometimes fail to inject on first load.
3. Confirm the extension is enabled at chrome://extensions (the toggle should be blue).
4. Update the extension: chrome://extensions → turn on Developer mode → click Update, then retry.
5. Sign in to DMpro if the extension shows a Sign In screen instead of activating.
6. Check for conflicting extensions. Ad blockers, privacy tools, and other content-blocking extensions can stop DMpro from injecting. Disable other extensions one at a time, refreshing after each, until you find the conflict, then add DMpro or Instagram/TikTok as an exception.
7. Test in Incognito. Allow DMpro in Incognito from chrome://extensions → DMpro → Details, sign in to Instagram, and try DMpro. If it works in Incognito, another extension in your normal profile is the conflict.

As a last resort, remove DMpro from chrome://extensions, reinstall it from the Chrome Web Store, and sign in again.

Still stuck? Email [email protected] with your Chrome version (chrome://settings/help), your OS, a screenshot of the Instagram/TikTok page with DMpro not activating, and a screenshot of chrome://extensions.

1. Confirm you have credits. Check the balance counter in the top-left of the extension. At 0, wait for your monthly reset, buy one-time credits, or subscribe if you’re on the free tier.
2. Check your selected prompt. If the prompt selector shows “No prompt selected,” pick one from the dropdown.
3. Confirm you’re on a supported profile. Generate only works on Instagram or TikTok profile pages, not reels, feed, or other sites.
4. Hard reload the profile page (Cmd+Shift+R) if profile data isn’t loading.
5. Check your network. Generate needs a connection to DMpro’s API at invite-extension.dmpro.app. Corporate proxies or VPNs sometimes block it. Try a different network if needed.
6. Give it time. Generate usually takes 3-6 seconds. Wait at least 10 seconds before assuming it’s stuck, since slow AI backends can take up to 30 seconds.
7. Update the extension via chrome://extensions → Developer mode → Update, since old versions can carry bugs.
8. Sign out and back in if the session may be stale.

If Generate returns “Session expired” or “Please sign in,” your login token expired, sign in fresh. You can also check DMpro’s status page at status.brandid.app if it’s available.

If Generate consistently fails, email [email protected] with the platform, which prompt is selected, a screenshot of the error, your extension version, and your Chrome version and OS.

1. Confirm Auto-Send is actually on in Dashboard → Automation → Auto-Send DM, and in the extension’s settings gear → Auto-Send DM toggle.
2. Confirm the profile can receive the DM. Some accounts don’t accept messages from strangers (private accounts where you’re not a follower), and Auto-Send fails on these.
3. Confirm you’re still logged into Instagram or TikTok. DMpro sends through your existing session, if you’ve signed out, sends fail.
4. Check for rate-limit signals. A red banner reading “Instagram temporarily blocked this send,” combined with sends that were succeeding until suddenly failing, usually means a soft block.

5. Check Safety Mode. With Safety Mode on, DMpro enforces a 20 sends/day cap and 3-6 minute delays between sends. If you’re trying to send faster than that, Auto-Send is pausing on purpose.
6. Check the prompt’s output. If your prompt generates an empty or malformed message, or leaves stray {variable} placeholders, Auto-Send may skip it, review the preview and fix the prompt if needed.
7. Hard reload the profile page in case the platform’s message button is stale.
8. Update the extension. Instagram and TikTok redesigns can break Auto-Send until DMpro ships a fix.

While troubleshooting, you can disable Auto-Send and copy-paste messages manually as a fallback. If it keeps failing, email [email protected] with the platform, the profile URL, your extension version, your Chrome version and OS, and a screenshot of the failure.

“Session expired” means your DMpro login token expired. This can happen because you haven’t used DMpro for 30 days straight, your session was invalidated server-side (for example after suspicious activity), or your account email was changed and old sessions were invalidated.

To fix it: click the Sign In prompt in the extension, enter your email, wait for the 6-digit code, and enter it. You’re signed back in.

If you have multiple devices signed in, only the expired one is affected, your other devices stay signed in.

Preventing frequent expiries: use DMpro at least once every 30 days to keep the sliding window renewing, avoid clearing your browser storage or cache (which deletes the token), and avoid uninstalling and reinstalling the extension.

If it happens right after signing in, it’s rare but possible (a simultaneous server-side invalidation or a corrupted token), simply sign in again. If it happens mid-Generate, sign in, re-open your profile, and try Generate again, credits are only charged on successful generations, so nothing was charged. The same fix applies on the dashboard at dmpro.brandid.app: sign in with your email and code.

If you’re constantly getting “Session expired,” contact [email protected] with your DMpro email, Chrome version, and OS so we can investigate server-side.

This appears when your generation credit balance hits 0. Check the counter in the extension’s top-left, and cross-check Dashboard → Usage for the detailed breakdown of subscription versus one-time credits.

• Wait for the monthly reset. Free tier and subscription credits reset on your billing anniversary (free tier specifically refreshes on your signup date every month, so signing up on the 20th means a refresh on the 20th of each month).
• Buy one-time credits in Dashboard → Pricing, toggled to one-time, for instant credit.
• Upgrade your subscription in Dashboard → Pricing for immediate access to more credits.
• Use coupons from your Coupon Wallet if you have bonus credit coupons available.

If a generation failed after the credit was already charged (rare but possible), contact support for a credit refund. If you signed up as a new user and immediately see 0 credits, you may have been flagged, see the fingerprint block question below.

Campaigns pause with an out_of_credits status when your balance hits 0. Add credits using any of the fixes above, then resume the campaign.

If you think your balance is inaccurate, take a screenshot of both the extension counter and the dashboard Usage view, and contact [email protected], we can audit and correct it.

Signs Instagram has temporarily blocked you for suspected automated activity include all DM sends failing, a CAPTCHA appearing while browsing Instagram, “please wait a few minutes” errors on Instagram itself, or being unable to like posts or comment.

Immediate response

1. Stop all DMpro sends immediately.
2. Pause any running campaigns.
3. Sign out of Instagram in the browser.
4. Wait.

After the wait, sign back in normally, confirm you can browse and see profiles, but don’t send DMs yet. Restart with low volume: day 1 around 5 manual DMs, day 2 around 10 (mixing manual and DMpro), then day 3 onward ramping gradually up to 20/day with Safety Mode on.

Preventing future blocks

• Keep Safety Mode on at all times.
• Send during business hours in your target audience’s timezone.
• Vary your prompts so messages don’t look identical.
• Warm up new accounts, new Instagram accounts get flagged fastest.
• Don’t scale volume too fast, jumping from 10 to 100 DMs/day in a week is a red flag.

If you’re blocked repeatedly, consider using a different, older, established Instagram account, look into the Enterprise plan’s Account Safety Guardrails (dynamic rate limits and multi-account rotation, contact [email protected]), or scale your volume back significantly. Instagram’s anti-spam systems track patterns over months, so consistent good behavior improves your account’s standing over time.

1. Wait 24 hours. There’s occasionally a lag between Stripe processing a charge and DMpro confirming it. Check both Dashboard → Payments → Payment History and your bank statement, the discrepancy often self-resolves.
2. Confirm the amount and date match what DMpro thinks was attempted (same amount, same date, same Stripe account). If they don’t match, it may be a different transaction.
3. Consider a webhook delay. Stripe processes webhooks that update DMpro, and occasionally these fail or arrive out of order, meaning Stripe processed the charge and your bank confirmed it, but DMpro never received the webhook.

For manual reconciliation, contact [email protected] with your DMpro email, the Stripe charge amount and date, and a screenshot of your bank statement showing the charge. Support can manually reconcile and apply the credit or subscription.

If you see the charge twice, one is likely a duplicate that Stripe typically refunds automatically within 24 hours, contact support if it doesn’t. If the amount is different from what you expected, check your invoice for a line-item breakdown, it may reflect a trial converting to the full price, tax added on top of the base price, or a prorated upgrade.

Approved refunds typically take 5-10 business days for bank charges, or 2-3 business days for PayPal and digital wallets.

1. Confirm your email is typed carefully, typos are the most common issue.
2. Confirm the verification code arrived. Check your inbox for the 6-digit code, wait 60 seconds, check spam and promotions, and request a new code if needed.
3. Check for an expired code. Codes expire after 10 minutes, click Resend Code and enter the new one.
4. Double-check the code. It’s case-insensitive but must be the correct 6 digits.
5. Check your network. Sign-in requires access to invite-extension.dmpro.app. Try loading https://invite-extension.dmpro.app directly in a browser tab, if it doesn’t respond, either DMpro’s server is down or your network is blocking it.
6. Update the extension via chrome://extensions → Developer mode → Update, since old extensions can fail against updated APIs.
7. Clear corrupted local storage via chrome://extensions → DMpro → Details, or reinstall the extension entirely.

If your account has too many failed sign-in attempts, DMpro may temporarily lock sign-ins, wait an hour and retry. In rare cases an account can be suspended, contact support if you suspect this. If sign-in keeps failing, email [email protected] with your DMpro email, Chrome version and OS, and a screenshot of the sign-in error.

1. Confirm the right prompt is selected in the selector at the top of the extension.
2. Refresh the extension by closing and reopening it, sometimes a cached prompt is stale.
3. Sign out and back in to clear a stale session-level cache.
4. Check your prompt for typos or contradictions. The AI follows instructions but gets confused by contradictions (“formal but casual”), vague instructions (“make it good”), or very long prompts (over 300 words dilutes the result). Rewrite it more clearly.
5. Watch for variables not substituting. If you see {variable_name} in the output, the variable is either empty (its source data isn’t populated) or misspelled, fix by filling in your profile or connecting brandID, or correcting the spelling.
6. Check for stale profile data. If Instagram or TikTok is temporarily failing to load profile data, refresh the profile page or try Smart Update to regenerate.

To edit a prompt that’s consistently producing poor output, go to Dashboard → Prompts, edit it, save, and retry Generate. You can also compare with another prompt on the same profile, if the other prompt produces good output, the issue is your prompt, if neither works, the issue is more likely the profile data or the AI itself.

If a well-crafted prompt is still producing bad output, contact [email protected] with the exact prompt text, the profile URL you tried, and the generated message.

1. Check whether a credit was charged. If your balance dropped by 1, the generation happened but produced empty content. If it didn’t drop, the generation itself failed and you weren’t charged.
2. Check your prompt content. An empty prompt produces empty output.
3. Check prompt length. Very short prompts like “Write DM” give the AI too little to work with, add specifics.
4. Check the profile’s data. A very sparse profile (empty bio, low follower count) gives the AI less context to work with, try a profile with more information.
5. Look for contradictory instructions. A prompt that says something like “write nothing,” or contains contradictions, can produce empty output, simplify it.
6. Consider an AI timeout. Occasionally the AI takes over 30 seconds and times out, wait 10 seconds and retry.

If DMpro’s AI backend is having issues, generation may return empty, check DMpro’s status. Test the same prompt on a different profile: if both come back empty, the prompt itself is broken and needs fixing. Trying Regenerate can also help, sometimes a second attempt succeeds when the first didn’t.

If it keeps happening, contact [email protected] with the prompt text, the profile URL, and a screenshot of the empty output.

1. Close and reopen the extension popup or side panel from the toolbar icon.
2. Hard reload the profile page with Cmd+Shift+R.
3. Reload the extension from chrome://extensions → the DMpro card → the circular reload icon.
4. Restart Chrome completely (quit and reopen), then try DMpro again.
5. Update Chrome via chrome://settings/help if an update is available.
6. Update the extension via chrome://extensions → Developer mode → Update.
7. Reinstall the extension: remove it, reinstall from the Chrome Web Store, and sign in again.
8. Rule out a Chrome bug by testing after a Chrome update or in Incognito to isolate the cause.

As a last resort, if DMpro consistently freezes only on one Chrome profile, try a fresh Chrome profile, if it works there, your original profile has corrupted state. If none of this resolves it, contact [email protected] with your Chrome version, OS, extension version, and the exact error message.

DMpro’s anti-abuse system tracks which Instagram and TikTok handles are used with which DMpro accounts. If you sign up with a new DMpro email but use the same Instagram or TikTok account as a previous DMpro user, the system flags this to prevent free-tier abuse.

What a flagged account can and can’t do: no free credits (balance is 0), no eligibility for paid trials, but you can still subscribe (paying upfront) and still use other DMpro features.

Legitimate reasons you might get flagged

• You forgot you had an old DMpro account under a different email.
• You share a browser or computer with a family member or colleague who has DMpro.
• You legitimately have multiple emails and use the same Instagram account across them.
• You’re an agency running DMpro for a client whose Instagram was previously connected to DMpro.

To clear a false positive, contact [email protected] with your current DMpro email, which Instagram/TikTok handles you use, an explanation of the situation, and screenshots if helpful. Support reviews cases individually, and false positives are typically cleared within 24-48 hours.

If you have legitimate reasons for running multiple accounts, use a different Instagram or TikTok account on each DMpro account, or ask about Enterprise team plans that support multiple accounts under one DMpro account. If the flagged handle was tied to an old, unused DMpro account, contact support to close that old account, then re-register, the fingerprint block resets.

If your case is genuinely legitimate and support wasn’t able to clear it, you can provide additional documentation and contact [email protected] for an enterprise-level review.