Automation is not sending DMs
Work through this checklist when a trigger should fire but no DM goes out.
Nine times out of ten this is a small setting: the automation is paused, the keyword doesn’t match, or Instagram got disconnected. Check these in order.
Is the automation Active?
Open the list (e.g. Instagram → Reels). The switch in the Status column must be on and say “Active”. A paused or draft automation never fires.
Check Live activity for the reason
Open Overview → “Live activity”. Every trigger is listed with its status (Sent, Queued, Failed, Rate limited) and a Reason. Queued and rate-limited DMs go out on their own once Instagram allows it. For failures, use “Retry” on the row or “Retry failed” at the top.
Does the keyword actually match?
If you chose “Exact match”, the comment must be only that word. Edit the automation and switch to “Contains”, or add variations (plural, Hindi spelling, common typos).
Is Instagram still connected?
Open Account → Instagram accounts. The card should show a green “Connected” badge. If not, reconnect it (see “Instagram keeps disconnecting”).
Test from another account
Instagram doesn’t reliably trigger on your own comments. Comment the keyword from a different account. Also check the cooldown: the same person won’t get the DM again within that window.
Still nothing? Raise a ticket with the automation name and the exact comment you sent.
Error messages you might see
The exact text DMGO shows, what it means and how to fix it.
Instagram account disconnected — reconnect it to resume.What it means: Instagram ended DMGO’s access to the account, usually after a password change, a security check or the app being removed. Instagram’s own wording for this is “Error validating access token: The session has been invalidated…”.
Fix: Open Account → Instagram accounts and reconnect the same Instagram, approving every permission. Then use “Retry failed” in Live activity.
Messaging window expired — Instagram only allows a DM within 24h (7d for comments) of the interaction.What it means: Instagram’s policy: a business can only DM someone within 24 hours of their message (7 days after a comment). Instagram’s own wording is “This message is sent outside of allowed window.” It is not a DMGO bug and no retry can deliver it.
Fix: Nothing to fix for that message. Keep automations Active so replies go out on time, and answer older conversations yourself from the Instagram app.
Sending is temporarily paused — it will retry automatically.What it means: DMGO held the DM to stay inside the account’s hourly send limit or because Instagram asked us to slow down. The DM is queued, not lost.
Fix: No action needed. It goes out on its own once the limit frees up. Avoid running another automation tool on the same account.
Rate limited by Instagram — will retry automatically.What it means: Instagram throttled sends from this account for a short time.
Fix: Wait. DMGO retries on its own. If it keeps happening, increase the cooldown and send delay under “Timing” in the builder.
Monthly DM limit reached — upgrade your plan to resume DMsWhat it means: Your plan’s DMs for this month are used up. Public comment replies still go out, but DMs stop until the limit resets or you upgrade.
Fix: Upgrade from Billing to resume DMs now, or wait for your monthly limit to reset.
Saved — but it's paused because your <plan> plan allows <number> active automations. Upgrade to activate it.What it means: You already have as many Active automations as your plan allows, so DMGO saved this one but kept it paused. A paused automation never fires.
Fix: Pause an automation you no longer need and switch this one on, or tap Upgrade.
Instagram has blocked this account from sending DMs. Check the Instagram app for a policy notice, then reconnect the account.What it means: Instagram restricted the account itself from sending messages (its wording is “The action attempted has been deemed abusive or is otherwise disallowed”). DMGO pauses sending so the block isn’t made worse.
Fix: In the Instagram app open Settings → Account Status and follow any notice. Once it’s cleared, reconnect the account. See “Can DMGO get my Instagram banned?”.
Target post/comment is unavailable or lacks permission.What it means: The post, reel or comment was deleted, archived or is no longer reachable with this connection.
Fix: Check the post is still live. If it is, reconnect Instagram and approve all permissions. If it was deleted, point the automation at a new post.
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