Something not looking right in your inbox? Here are the most common situations and what they mean.
"My older conversations are missing"
This is expected. DM Tracker starts syncing from the moment you connect your Instagram account. Instagram does not allow importing message history, so conversations from before the connection will not appear. Only new messages and new contacts sync.
"New messages are not showing up"
New messages normally appear in your inbox within seconds. If they don't:
Go to Settings > Connections and check that your Instagram account still shows as connected.
If the connection shows a problem, reconnect the account. Instagram connections need to be renewed from time to time, and reconnecting fixes most sync issues.
Still nothing after reconnecting? Message us through the chat bubble and we'll take a look.
"I can't send a reply from DM Tracker"
Two possible reasons, both by Instagram's design:
The 24-hour reply window has closed. You can reply from DM Tracker within 24 hours of the contact's last message. After that, DM Tracker forwards you to Instagram to continue there. See the article Replying from DM Tracker: the 24-Hour Window.
The contact has never replied to you. Conversations with contacts who haven't replied yet can only be continued on Instagram. See the article Outreach Contacts and "Unknown Contact" Conversations.
"A conversation shows 'Unknown contact'"
That's an outreach conversation with someone who hasn't replied yet. Instagram shares a contact's username only after they reply. Add the person as an outreach contact, and DM Tracker will merge the two automatically when they respond. Full explanation in the article Outreach Contacts and "Unknown Contact" Conversations.
"An image or attachment says it's no longer available"
Instagram media links expire after some time. When that happens, DM Tracker shows a placeholder instead of the image. The original media is still visible in the Instagram app.
"A message disappeared from a conversation"
If a contact unsends a message on Instagram, it is removed from DM Tracker too. That's Instagram's unsend feature working as intended.
Need more help?
Message us through the chat bubble in the app. Include the contact's username and a screenshot if you can, it helps us find the issue faster.