Troubleshooting

Ticket: Instagram OAuth popup closes immediately

Symptoms: User clicks Connect Instagram; Meta popup flashes and closes. Root cause: Browser blocked third-party cookies or popup blocker. Resolution steps: 1. Allow popups for dmpro.brandid.app. 2. Retry + Connect Instagram at /settings#accounts. 3. Use Chrome or Edge with cookies enabled. 4. If persists, clear Facebook cookies and retry OAuth. 5. Confirm Instagram is Business/Creator linked to a Facebook Page.

Ticket: TikTok connect shows unauthorized

Symptoms: Connect with TikTok returns error after authorization. Root cause: TikTok account lacks Business Messaging eligibility. Resolution steps: 1. Verify TikTok Business or Creator account. 2. Reconnect at /settings#accounts. 3. Ensure admin access to the TikTok account. 4. Contact [email protected] with TikTok handle if error persists.

Ticket: LinkedIn connect fails — not Page admin

Symptoms: LinkedIn OAuth succeeds but account shows error. Root cause: User is not LinkedIn Organization admin. Resolution steps: 1. Confirm admin role on LinkedIn Company Page. 2. Reconnect with an admin account at /settings#accounts. 3. Page must have Community Management API access.

Ticket: Facebook Page not listed in OAuth

Symptoms: Meta popup shows no Pages to select. Root cause: User lacks admin role on any Facebook Page. Resolution steps: 1. Verify Page admin in Facebook Settings → Page roles. 2. Reconnect Connect with Meta. 3. Ensure Page is published, not restricted.

Ticket: WhatsApp number already linked elsewhere

Symptoms: Connect WhatsApp error: number in use. Root cause: WhatsApp Business number connected to another Meta app. Resolution steps: 1. Disconnect from other platforms in Meta Business Manager. 2. Retry Connect WhatsApp at /settings#accounts. 3. Use a dedicated Business API number if needed.

Ticket: Telegram invalid bot token

Symptoms: Connect Telegram modal shows token error. Root cause: Token copied incorrectly or revoked in BotFather. Resolution steps: 1. Message @BotFather → /token → copy fresh token. 2. Paste without spaces into Connect Telegram modal. 3. Revoke old token if compromised, generate new.

Ticket: Google sign-in redirect loop

Symptoms: User clicks Continue with Google; page reloads repeatedly. Root cause: Third-party cookie blocking or stale session. Resolution steps: 1. Clear cookies for dmpro.brandid.app and accounts.google.com. 2. Retry /signin in incognito window. 3. Disable browser extensions blocking OAuth. 4. If loop persists, use email/password sign-in and link Google later.

Ticket: Magic link expired

Symptoms: User clicks magic link after 15 minutes; error shown. Root cause: Magic links expire after 15 minutes per security policy. Resolution steps: 1. Return to /signin → Magic link. 2. Request a new link. 3. Open email promptly and click once.

Ticket: Campaign active but no automations fire

Symptoms: Published campaign; fan triggers action; nothing happens. Root cause: Webhook subscription missing or keyword mismatch. Resolution steps: 1. Verify campaign status Active on /campaigns. 2. Check Live activity on /dashboard for Ignored events. 3. Confirm keyword match mode (exact vs contains). 4. Instagram: verify post scope includes target post. 5. Reconnect account at /settings#accounts if token expired. 6. Check Service health badge on Overview.

Ticket: Ignored webhook in Conversations

Symptoms: Inbound events appear as Ignored webhook. Root cause: No campaign matched the inbound event. Resolution steps: 1. Open thread → read Ignored reason badge. 2. Verify keyword spelling and case sensitivity setting. 3. Check frequency cap did not block fan. 4. Must follow account rule may have skipped non-followers. 5. Ensure only one Active campaign matches same trigger.

Ticket: Call webhook returns 500

Symptoms: Webhook action fires but external URL errors. Root cause: Destination server rejected payload. Resolution steps: 1. Verify HTTPS URL in Call webhook inspector. 2. Check server logs for payload format. 3. Use Send test webhook in builder. 4. Ensure endpoint returns 2xx within timeout.

Ticket: LinkedIn comment trigger silent

Symptoms: Comments on Page post; no reply. Root cause: LinkedIn webhook subscription or keyword issue. Resolution steps: 1. Confirm LinkedIn Page Connected at /settings#accounts. 2. Verify comment keyword matches. 3. Check post scope on trigger node. 4. Reply on comment step must have content.

Ticket: Telegram bot webhook conflict

Symptoms: Bot connected but no message delivery. Root cause: Another service registered webhook on same bot. Resolution steps: 1. Disconnect and reconnect Telegram at /settings#accounts. 2. DMpro re-registers webhook automatically. 3. Remove conflicting webhook via BotFather if needed.

Ticket: Duplicate campaigns matching same trigger

Symptoms: Random campaign fires; others ignored. Root cause: Multiple Active campaigns with overlapping keywords. Resolution steps: 1. Audit /campaigns for duplicate Active triggers on same account. 2. Pause redundant campaigns. 3. Use distinct keywords or post scopes per campaign. 4. Only one campaign matches each inbound event.

Ticket: Delay step causing perceived failure

Symptoms: User expects instant reply; message arrives late. Root cause: Delay logic block configured in flow. Resolution steps: 1. Open campaign canvas and check Delay nodes. 2. Reduce or remove Delay if instant response needed. 3. Communicate expected wait to fans in comment reply.

Ticket: Publish button greyed out

Symptoms: Cannot click Publish campaign. Root cause: Validation errors unresolved. Resolution steps: 1. Read red validation banner at top of builder. 2. Add trigger block to canvas. 3. Add at least one action with content. 4. Select connected account in header dropdown. 5. Resolve pending collaborator invites on /campaigns/invitations.

Ticket: Pending invites block publish

Symptoms: Multi-account campaign cannot publish. Root cause: Wait for invites mode with outstanding invites. Resolution steps: 1. Open /campaigns/invitations → check Sent tab. 2. Resend invite email or share invite link. 3. Wait for invitee to accept at /campaign-invite. 4. Or remove wait-for-invites requirement in campaign settings.

Ticket: AI limit reached validation

Symptoms: Publish blocked or campaign auto-paused. Root cause: Monthly AI credits exhausted. Resolution steps: 1. Check AI credits meter on /dashboard. 2. Free: wait for monthly $3 reset or upgrade to Pro. 3. Pro: add payment method for AI passthrough on /plans. 4. Remove AI Response steps temporarily to publish without AI.

Ticket: Free plan multi-account error

Symptoms: Cannot add second account to campaign. Root cause: Free limits to 1 account per campaign. Resolution steps: 1. Upgrade to Pro on /plans for multi-account campaigns. 2. Or create separate campaigns per account. 3. Remove extra accounts from campaign header dropdown.

Ticket: Empty Send DM block

Symptoms: Validation: Send DM has no message body. Root cause: Action node missing text content. Resolution steps: 1. Click Send DM node → enter message in inspector. 2. Insert {{affiliate_link}} if using tracked links. 3. Click Publish again after banner clears.

Ticket: Invalid webhook URL blocks publish

Symptoms: Call webhook step shows red validation. Root cause: URL missing HTTPS or malformed. Resolution steps: 1. Enter valid HTTPS URL in Call webhook inspector. 2. Use Send test webhook to verify. 3. Remove webhook step if not needed.

Ticket: Branch block missing options

Symptoms: Branch validation error on publish. Root cause: Fewer than 2 branch paths configured. Resolution steps: 1. Open Branch node → add at least 2 button/keyword options. 2. Connect each branch to subsequent actions. 3. Republish after validation clears.

Ticket: Private reply already sent for comment

Symptoms: Second DM attempt to same comment fails. Root cause: Meta allows one private reply per comment. Resolution steps: 1. Design flow with single Send DM after comment trigger. 2. Use Reply on comment for public acknowledgment. 3. Do not chain multiple private replies to one comment.

Ticket: Must follow account skipping fans

Symptoms: Followers receive DMs; non-followers do not. Root cause: Must follow account ground rule active. Resolution steps: 1. Expected behavior — rule skips non-followers. 2. Remove Must follow account if you want all fans. 3. Use DM trigger without follow requirement for open access.

Ticket: Instagram story trigger not firing

Symptoms: Fan replies to story; no automation. Root cause: Keyword mismatch or story outside account scope. Resolution steps: 1. Verify Story Reply trigger keyword. 2. Confirm connected account matches story publisher. 3. Check campaign Active and account Connected.

Ticket: Product cards empty in DM

Symptoms: Send products step sends without products. Root cause: Meta Commerce catalog not linked. Resolution steps: 1. Connect Meta Commerce on /integrations. 2. Select products in Send products inspector. 3. Sync catalog — up to 10 products per message.

Ticket: Instagram token expired

Symptoms: Campaign paused; account shows reconnect. Root cause: Meta OAuth token expired or revoked. Resolution steps: 1. Go to /settings#accounts → Reconnect Instagram. 2. Re-publish paused campaigns after reconnect. 3. Enable Campaign pause alerts in /settings#notifications.

Ticket: Mention trigger not matching

Symptoms: Fan @mentions account; no DM sent. Root cause: Wrong mention trigger type or keyword filter. Resolution steps: 1. Use correct trigger: Mention in Post, Reel, or Story. 2. Set keyword filter to match caption text or leave as any. 3. Verify campaign Active on connected account.

Ticket: TikTok DM not delivered

Symptoms: Campaign active; test DM sent; no reply. Root cause: Keyword mismatch or TikTok API delay. Resolution steps: 1. Verify keyword in Direct Message trigger. 2. Check Conversations at /conversations for thread. 3. TikTok Business Messaging must be enabled on account. 4. Review Live activity on /dashboard.

Ticket: Cannot add image to TikTok DM

Symptoms: User expects attachment in TikTok flow. Root cause: TikTok palette is text-only. Resolution steps: 1. Remove attachment steps — not supported on TikTok. 2. Send URL in text including {{affiliate_link}}. 3. Direct fans to link in text message.

Ticket: TikTok account disconnected

Symptoms: Campaign paused after TikTok reconnect prompt. Root cause: OAuth token expired. Resolution steps: 1. Reconnect at /settings#accounts. 2. Resume campaign on /campaigns.

Ticket: TikTok keyword case sensitivity

Symptoms: DM with correct word does not trigger. Root cause: Case-sensitive keyword match enabled. Resolution steps: 1. Open trigger inspector → disable case sensitivity. 2. Or match exact capitalization fan uses. 3. Test with secondary TikTok account.

Ticket: LinkedIn Send DM disabled

Symptoms: User tries to use Send DM action. Root cause: LinkedIn DM API not yet available. Resolution steps: 1. Use Reply on comment instead. 2. Add Call webhook for CRM notification. 3. Send DM shows Coming soon — do not rely on it.

Ticket: Comment reply not public

Symptoms: Expected public reply not visible. Root cause: Reply on comment content empty or wrong post. Resolution steps: 1. Verify Reply on comment has text in inspector. 2. Confirm post scope matches company post. 3. Check LinkedIn Page admin permissions.

Ticket: Messenger outside 24-hour window

Symptoms: Send DM fails for older thread. Root cause: Messenger messaging window closed. Resolution steps: 1. User must message Page first to reopen window. 2. Use sponsored messaging for ad-driven flows. 3. Validation banner warns in builder for window issues.

Ticket: WhatsApp sticker too large

Symptoms: Send sticker fails validation. Root cause: WebP exceeds 500 KB limit. Resolution steps: 1. Compress sticker below 500 KB. 2. Re-upload in Send sticker inspector.

Ticket: WhatsApp session expired

Symptoms: Cannot send free-form message. Root cause: 24-hour service window closed. Resolution steps: 1. User must send inbound message to reopen session. 2. For outbound cold messages use Meta-approved templates in Business Manager. 3. Design flows triggered by inbound DMs to stay in window.

Ticket: Facebook lead form trigger not firing

Symptoms: Lead submitted; no automation. Root cause: Lead ad not linked or campaign inactive. Resolution steps: 1. Verify Lead ad form trigger payload matches form. 2. Confirm campaign Active. 3. Check Facebook Page Connected.

Ticket: WhatsApp not on onboarding

Symptoms: User cannot find WhatsApp on /onboarding. Root cause: WhatsApp connect only in Settings by design. Resolution steps: 1. Go to /settings#accounts → Connect WhatsApp. 2. Complete Meta Business WhatsApp linking.

Ticket: Messenger postback payload mismatch

Symptoms: User taps button; flow does not start. Root cause: Postback payload in flow does not match button. Resolution steps: 1. Open Postback button trigger inspector. 2. Match payload string exactly to Messenger template. 3. Republish campaign after correction.

Ticket: Bot /start not triggering flow

Symptoms: User taps start; nothing happens. Root cause: Start menu button trigger payload mismatch. Resolution steps: 1. Verify BotFather menu buttons match trigger payloads. 2. Test referral link t.me/Bot?start=test. 3. Confirm campaign Active and bot Connected.

Ticket: Telegram invoice not sending

Symptoms: Send invoice step fails. Root cause: Payments not configured in BotFather. Resolution steps: 1. Configure payment provider via @BotFather. 2. Complete Send invoice fields in inspector. 3. Test in Telegram sandbox mode first.

Ticket: Stripe checkout failed

Symptoms: Upgrade to Pro payment declined. Root cause: Card declined or Stripe error. Resolution steps: 1. Retry /plans → Upgrade to Pro. 2. Use different payment method in Stripe Checkout. 3. Contact bank if international card blocked. 4. Email [email protected] with checkout session ID.

Ticket: Unexpected overage charge

Symptoms: Stripe invoice higher than expected. Root cause: Conversation overage beyond plan cap. Resolution steps: 1. Review usage meter on /dashboard. 2. Free: $0.08/conversation after 250. 3. Pro: 3× tier rate overage. 4. Upgrade tier or pause campaigns to control volume.

Ticket: Gift code invalid

Symptoms: Redeem at /gift fails. Root cause: Code expired or already used. Resolution steps: 1. Verify code spelling and expiration. 2. Contact sender or [email protected]. 3. Check Plans page for current promotion terms.

Ticket: Downgrade blocked

Symptoms: Cannot downgrade to Free. Root cause: Active multi-account campaigns exceed Free limits. Resolution steps: 1. Remove extra accounts from campaigns. 2. Revoke collaborator invites. 3. Pause or delete Pro-only campaigns. 4. Then downgrade via Stripe Customer Portal.

Ticket: Subscription shows wrong plan

Symptoms: Sidebar still shows Free after upgrade. Root cause: Stripe webhook delay or cache. Resolution steps: 1. Refresh browser and re-login. 2. Check /plans for current subscription status. 3. Wait 5 minutes for Stripe webhook processing. 4. Contact [email protected] with Stripe receipt if unchanged after 1 hour.

Ticket: Refund request

Symptoms: User wants refund for accidental upgrade. Root cause: Billing dispute or accidental purchase. Resolution steps: 1. Email [email protected] with account email and charge date. 2. Downgrade via Stripe Customer Portal to prevent renewal. 3. Support reviews refund eligibility per policy.

Ticket: Hit 250 conversation cap on Free

Symptoms: Usage meter at 100%; overage billing started. Root cause: Free monthly cap reached. Resolution steps: 1. Monitor meter on /dashboard. 2. Overage at $0.08/conversation continues automation. 3. Upgrade to Pro on /plans for higher included volume. 4. Pause low-priority campaigns to reduce volume.

Ticket: Frequency cap blocking repeat fans

Symptoms: Same fan cannot re-enter flow. Root cause: Frequency cap logic block configured. Resolution steps: 1. Review Frequency cap settings on canvas. 2. Increase cap limit or time window. 3. Or remove cap if repeat entries desired.

Ticket: Pro conversation slider confusion

Symptoms: Unsure which tier to select. Root cause: Build Your Plan slider on /plans. Resolution steps: 1. Start at 1000 conversations base tier. 2. Adjust slider in 250-conversation steps. 3. Overage at 3× tier rate — see Plans page tooltips.

Ticket: AI Response generic or wrong

Symptoms: AI replies do not match brand voice. Root cause: Insufficient AI instructions or context. Resolution steps: 1. Expand AI instructions in AI Response inspector. 2. Upload FAQ context files. 3. Switch from continuous to one-time if appropriate. 4. Republish campaign after edits.

Ticket: AI campaign paused mid-conversation

Symptoms: Continuous AI stops replying. Root cause: AI credits exhausted or idle timeout. Resolution steps: 1. Check AI credits on /dashboard. 2. Increase idle timeout in continuous mode settings. 3. Top up AI on /plans (Pro passthrough).

Ticket: AI not available on TikTok

Symptoms: User wants AI on TikTok campaign. Root cause: TikTok palette excludes AI Response. Resolution steps: 1. Use static Send DM text on TikTok. 2. Use Call webhook to external AI service if needed. 3. Instagram/Telegram support native AI Response.

Ticket: Account suspended

Symptoms: Cannot sign in; suspension notice. Root cause: Terms violation or payment fraud flag. Resolution steps: 1. Email [email protected] with account email. 2. Do not create duplicate accounts. 3. Support reviews within 2 business days.

Ticket: Delete account request

Symptoms: User wants all data removed. Root cause: GDPR/privacy deletion request. Resolution steps: 1. Settings → Danger zone at /settings#danger. 2. Export data first from /settings#privacy. 3. Type confirmation phrase to delete. 4. Stripe subscription cancels automatically. 5. Email [email protected] for deletion confirmation receipt.

Ticket: Data export request

Symptoms: User needs copy of all data. Root cause: Privacy compliance request. Resolution steps: 1. Settings → Privacy & data → Download export. 2. JSON includes campaigns, conversations metadata, settings. 3. For full enterprise export email [email protected].

Ticket: GDPR data access request

Symptoms: EU user requests all personal data. Root cause: Legal data access requirement. Resolution steps: 1. Direct user to /settings#privacy → Download export. 2. If export insufficient, email [email protected] with account email. 3. Support provides full export within 30 days per policy. 4. Deletion via /settings#danger if user wants erasure.

Ticket: CCPA opt-out request

Symptoms: California user requests do-not-sell. Root cause: Privacy compliance request. Resolution steps: 1. Direct to /settings#privacy for data controls. 2. Email [email protected] with account email. 3. Support confirms opt-out within 45 days. 4. No sale of personal data — confirm in response.

Ticket: Conversation history deletion

Symptoms: User wants specific threads erased. Root cause: Partial data deletion request. Resolution steps: 1. Account deletion at /settings#danger removes all data. 2. For selective deletion email [email protected]. 3. Provide conversation IDs from /conversations if available. 4. Support processes per retention policy.