Troubleshooting

Start with the exact screen and error. A campaign delay, a session error, and an exhausted balance can look similar from the dashboard but require different fixes.

I cannot connect an X account

1. Confirm that X is signed in to the intended handle.
2. Complete any X login challenge in that browser.
3. Export a fresh complete session from x.com.
4. Paste valid JSON or the full Cookie header value into the connection form.
5. Read the detected profile before confirming.
6. If the form shows an allowance or trial prompt, inspect Billing separately.

Use the connection walkthrough for both supported export methods. Keep the session contents out of any error report.

An account was working and now needs attention

Check its status on Accounts, then sign in to that same handle on X. If the session expired, export fresh cookies and use the account’s update or reconnect control. Check daily usage and the UTC reset countdown as well.

Do not remove the account as the first response to an expired session. Repairing the session and deleting the connected account are different actions.

Lead collection is paused or returns fewer profiles

Open the existing group and inspect its collection history. Check the target handle or URL, source accessibility, requested limit, filters, credits, and account health.

A search can find fewer accessible matching profiles than its requested maximum. Strong filters and duplicate removal also reduce results. Check the current run before starting another identical search.

My CSV has no valid usernames

Use a single username column containing handles, with an optional leading @. Avoid full URLs, email addresses, display names, and unrelated data. Check the .csv extension and open the file as plain text to verify its contents. See CSV import.

My campaign is not sending

1. Open campaign details and verify that it has been started. Creating it does not begin sending.
2. Check whether it is paused or completed.
3. Inspect the selected sending accounts and their session status.
4. Check daily DM usage and the reset countdown.
5. Check credits and any subscription warning.
6. Read the eligible-lead count. Closed or restricted DMs and previous-contact rules can reduce it.
7. Inspect workflow waits and condition windows.
8. Open a lead result to read the actual skip or error reason.

If you need to investigate, pause the campaign. Check in-flight results before retrying to avoid duplicate messages.

My workflow will not save

Open the issues control in the toolbar. Select each issue to inspect its step, fill required fields, and check connections and branch outcomes. Confirm that the editor is editable. A read-only campaign cannot be changed through the same controls.

The Unsaved changes state means the draft is not yet confirmed as saved. Wait for the save result before leaving.

Qualification failed or counts have not updated

Check that Business profile and at least one Core fit criterion are saved, qualification is enabled, and the selected run has finished. Large audiences complete in batches. Wait for the current progress update and inspect individual assessment results.

A failed job needs a retry or service diagnosis. A Cold assessment is a completed classification with an explanation. A result with missing evidence is not proof that the lead lacks the trait being checked.

AI cannot generate or send a reply

Read the AI Workspace’s health notice. Save business context before using drafts or autopilot. Check the chosen reply mode, per-lead and daily caps, confidence settings, draft expiry, and any quiet-hour behavior.

For an approval draft, review the recipient and actual send result. A proposal appearing in Drafts does not mean it has been sent.

A conversation or reply looks missing

Check the selected inbox account, search text, and filters. Use refresh or sync if offered, then inspect account health. If your DMpro session needs reconnecting, follow that prompt before continuing. Do not treat a successful page refresh as confirmation of message delivery.

Billing or a plan gate blocks an action

Read the exact message and compare it with Billing. Account allowance, daily sending, plan credits, top-up credits, and API access are separate controls. If payment needs attention, use the billing-management flow and recheck the resulting subscription state.

Report an issue

Use Contact support in the app or the support destination shown in your workspace. Include the page, action attempted, campaign or group name, affected handle, local time and timezone, exact error, and a screenshot with sensitive fields hidden.

Do not include session cookies, API keys, bot tokens, payment details, or private conversation contents unrelated to the issue. State whether the operation was still pending before you retried it.