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InstagramTroubleshooting

Troubleshooting

”Your current plan doesn’t include Instagram automation”

Your plan’s Instagram flag is off. Either:

  1. Upgrade to a plan with Instagram from /plans/whatsapp , or
  2. If you’re on a free trial, you should have full access — if the trial has expired, upgrading is required
  3. If you recently upgraded and still see this message, hard-refresh the page (Ctrl+Shift+R / Cmd+Shift+R) — the app caches the plan state

”No Instagram Business account found”

Your Instagram account is Personal. Instagram’s API does not permit apps to manage comments or DMs on Personal accounts.

Fix: in the Instagram mobile app → Settings → Account → Switch to Professional Account → Business (or Creator). Takes about 10 seconds, free, reversible.

Then retry the Connect flow.

Comment events aren’t firing my rule

Check in this order:

1. Is the rule Active?

On the Rules tab, the rule row shows either an Active or Paused pill. Click the power icon to toggle.

2. Does the keyword actually appear in the comment text?

Matching is case-insensitive substring. price matches “Pricing?” and “PRICE” but NOT “priy” or “cost”.

3. Is the comment on the reel this rule is scoped to?

Rules are per-reel. If you set up a rule on Reel A and the comment is on Reel B, it won’t fire. Check the thumbnail on the rule row to confirm.

4. Are webhooks subscribed?

On the connected-account card, look for the Webhooks active badge. If it says Webhooks pending, the subscribe call failed during connect. Click Disconnect, then Connect Instagram again.

5. Check the Activity tab.

Every comment on any tracked reel gets logged — even ones that didn’t match. If your comment doesn’t appear in the Activity feed at all, the webhook isn’t reaching us.

”DM send failed” on a triggered comment

Common causes in order of likelihood:

  • Commenter deleted the comment — the DM API needs a live comment ID to send a private reply
  • Commenter’s account is private and hasn’t messaged you — Instagram may block DMs to strangers in this case
  • You hit Instagram’s API rate limit — ~200 calls/hour per Instagram account. Spacing rules out helps

Check the Activity tab — failed DMs show the exact Instagram error in red.

Public reply not posting

Usually means Instagram flagged the reply as duplicate or too-quick. Instagram throttles “reply spam” aggressively. If multiple people comment the same trigger keyword within seconds, Instagram may reject the second and subsequent public replies. The DM will still succeed.

Fix: vary the reply text slightly per rule, or leave it blank for high-volume keywords.

Connected Instagram account shows wrong username

The profile fetch runs during connect. If your Instagram username changed after connecting, click Disconnect and reconnect to refresh.

Everything was working, then stopped

Check the connection card’s Token expires at date. Instagram long-lived tokens live ~60 days. After expiry:

  • Webhook events stop reaching Splashify Pro
  • Sending DMs returns authentication errors
  • Activity feed stops populating

Fix: click Disconnect, then Connect Instagram — the whole flow takes 30 seconds.

We’ll add an auto-refresh path before you hit this, but manual reconnect always works.

Still stuck?

Open a support ticket from /support  and include:

  • Your Instagram username
  • The reel URL where the rule should have fired
  • The trigger keyword
  • A sample comment text that didn’t fire

We can look up the activity log on our side and see exactly where it broke.

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