Overview
If your automation (scenario) or campaign isn’t working as expected, it’s often something small that can be fixed in minutes.
Before you get in touch with support, you should follow this quick troubleshooting checklist. It helps you identify what’s wrong, tries to resolve it, and if you still need help, it ensures you have the right information to share with our team so we can resolve your issue much more quickly.
Step-by-Step Troubleshooting Checklist
1. Test the Campaign or Scenario on Yourself
Use the “Test” button to send the campaign or trigger the scenario to your own Instagram account.
This is the quickest way to confirm whether the automation logic works as intended.
2. Check the Automation Tab in Your Inbox
Open your Inbox → Automation tab to see if your automation is being triggered.
If you don’t see any recent triggers or messages, the setup may not be linked correctly.
You can also often see the exact steps that were triggered in a specific automation, along with any errors encountered, including details about the error message.
3. Review the Campaign or Scenario History
You can go to your Campaign or Scenario dashboard and check the History tab.
This will show you:
When the automation last ran
Who it was triggered for
Whether it was sent successfully or failed
4. Check the Connected Instagram Content
If your scenario is comment-based, verify that the correct Instagram Post or Story is selected.
Tip: If you recently updated, deleted, or re-uploaded the post, you’ll need to reselect it in the scenario.
5. Verify Trigger Words (for Scenarios)
Double-check that your trigger words are:
Spelled correctly
Include common variations or lowercase versions
Not conflicting with other automations running at the same time
6. Verify Audience (for Campaigns)
Before launching your campaign, make sure your selected audience segment is correct.
If no users match the filters or the selected folder, your campaign won’t send to anyone.
📔 Campaigns are only received successfully by contacts marked as "active".
According to Instagram's terms of service, campaigns may be blocked if they're sent to inactive users who haven't engaged with you recently, to protect your account. Read more on how contacts can be engaged here.
7. Refresh & Reconnect
If everything looks right, but it still doesn’t run:
Refresh your browser page
Reconnect your Instagram account from Settings → Integrations
This re-syncs your permissions and clears temporary errors.
When Contacting Support
If the issue persists after the above checks, please include these details when messaging us on Intercom:
A short description of the issue (e.g. “My campaign didn’t trigger when users commented ‘link’”).
A screenshot or short video showing your campaign/scenario setup.
The campaign or scenario name.
Any error messages you noticed.
💡 The more context you provide, the faster our team can identify the cause and fix it for you.
Feedback
Still stuck or need help after these steps? Message us directly in Intercom — and don’t forget to attach screenshots or videos for the fastest resolution.