Troubleshooting

My agent isn't replying to DMs

If an agent is not responding to prospects, it is almost always one of these. Check them in order; the first few cover most cases, and several of them are the agent working exactly as designed. The prospect hasn't tapped the opt-in button For comment, story, and ad triggers, the sales conversation starts when the prospect taps the button in your opt-in message. If they commented and even typed a reply but never tapped, the agent is politely waiting, on purpose. Their messages are saved, and every opt-in button in the thread keeps working whenever they tap one. A reply delay is still counting down If you set a Reply Delay on the agent's Automation tab, it waits before answering, and the timer restarts every time the prospect sends another message. A prospect firing off five quick texts gets one combined answer when the timer runs out. If you are watching in real time, this can look like silence when it is really patience. You replied in that thread yourself The moment you (or anyone on the connected account) sends anything in a conversation the agent was handling, even a sticker, the agent steps aside for good on that conversation, and the contact shows Interrupted. That is the takeover working as designed. If you want the agent eligible to engage that person again later, use Allow New Sales Conversation on the contact. The agent handed the conversation to you If the contact's status is Needs Human Intervention, the agent went quiet deliberately and is waiting for you: the prospect asked for a human, raised a refund or delivery issue, or hit something the agent could not answer confidently. The agent will not resume; reply yourself. See When your agent hands a conversation to you. The conversation already ended Statuses like Disqualified, Lost Lead, Customer, and Call Booked are endings. The agent does not keep chatting after an ending (beyond a short wrap-up window after a win). A new conversation needs a new trigger, and for contacts with a finished history, Allow New Sales Conversation first. One ending catches people out because it happens without a reply: if the prospect said something like "not interested" or "stop messaging me", the conversation closes immediately as Disqualified and the agent deliberately sends nothing back. Open the contact's Activity tab and you will see their message as the last thing in the thread. See When a prospect opts out. The agent isn't published, or no initiative is live An agent only works when its status is Active and a live initiative is pointed at it. If the initiative shows Paused but you did not pause it, hover the badge's info icon: it names the cause, whether that is the agent being unpublished, the offer archived, the channel disconnected, or your plan limit reached. Fix the cause and resume. You've used this cycle's sales conversations At your plan's limit, new conversations quietly do not start, and your initiatives auto-pause. Check Usage & Limits in Settings → Billing. Upgrade, turn on overages, or wait for the reset. See Reaching your limit and overages. The channel is disconnected If your Instagram connection dropped, nothing sends or receives on that account. You would normally have had a push notification and an email about it. If that account was your only connected one, logging in takes you straight to the connect screen; otherwise reconnect from Manage Workspace. See My Instagram disconnected. The 24-hour window has closed Instagram only lets a business message someone for 24 hours after that person's last message. If a prospect went quiet for more than a day, the agent cannot send a fresh message until they reach out again. This is an Instagram rule, not a bug. Still stuck? If none of these fit, reach out from the chat in your dashboard, or use Report a Bug in Settings, which sends us a screenshot and the context automatically. Tell us the contact and the time it happened and we will dig in with you. Related articles - Publish, pause, and edit agents - When your agent hands a conversation to you - When a prospect opts out - My Instagram disconnected

I'm not seeing new contacts

If people are engaging but not appearing in your Contacts, run through these. Your filters are hiding them This is the most common one. If you have filters or a date range set on the Contacts page, new people may simply be filtered out of view. Clear your filters and check again. See Filtering and searching contacts. No live initiative is matching them A contact is created when someone matches a live initiative. Make sure you have a published initiative on the right post or keyword, and that it is Active, not paused or auto-paused. Two subtle ways a match can miss: - The keyword does not appear anywhere in what they typed (matching is forgiving about case and position, but the word does have to be there). - Another initiative matched first. When one action matches several initiatives, the oldest one wins, so check whether they landed in a different flow. Your contact capacity is full When your workspace hits its contact limit, brand-new people are not picked up until there is room. Check the capacity meter at the top of the Contacts page. Deleting contacts you no longer need frees the space immediately, or move to a plan with more capacity. See Managing contacts and capacity. The channel is disconnected If your Instagram connection dropped, Cloziq cannot see new engagement. Check Account Health on your dashboard and reconnect if needed. A note on the opt-in button With comment, story, and ad triggers, the contact is created when the trigger matches, but the sales conversation only starts when they tap the button in your opt-in message. So if you see contacts appearing but sitting at Prospect, that is people who have not tapped yet, not a bug. Make sure your button text invites the tap. See Writing your opt-in message. Still stuck? If a live initiative should be matching people and contacts still are not appearing, reach out from the chat and tell us which initiative you expect to be firing, or use Report a Bug in Settings. Related articles - Filtering and searching contacts - Managing contacts and capacity - Writing your opt-in message

A buyer can't download their offer

If a buyer tells you they cannot get their files, here is what to look at. They hit the download limit If you set a download limit on the offer, the buyer may have used it up. Their page shows Download limit reached when that happens. Fix: if it was honest use, you can reach out to us to help, or adjust the limit on the offer for future buyers. See Delivery and getting paid. They're using an old or expired link Download links can stop working if the offer is no longer available or the link has expired. The buyer will see a clear message saying so. Fix: the buyer also received the link by email at checkout, so have them check there for the most recent one. Their page is designed to point them to contact you if a link is dead. The email went to spam Cloziq emails the files to the address collected at checkout. Sometimes that lands in spam. Fix: have the buyer search their inbox and spam for the email, including the address they used to pay. Make sure your support email is set The buyer's download page shows a way to contact you only if you have a support email on your business identity. Setting it means buyers can always reach you. See Set your business identity. Still stuck? If the buyer paid but genuinely cannot get their files, reach out from the chat with the order details and we will make sure they get them. Related articles - How buyers download their purchase - Delivery and getting paid

My Instagram disconnected

If a connected account drops, your agents on that account stop sending and receiving until you reconnect. Nothing is lost, and the fix is usually a minute's work. You will be told Cloziq checks your connections every day rather than waiting for a real prospect's message to fail, so a dead channel gets caught the next morning at the latest. When one drops you get an alert in the app, a push notification if you have push on, and an email titled "Your Cloziq agent has stopped. Reconnect to restart it". You do not need to be watching for this. Reconnect the channel If that was your only connected account, Cloziq takes you straight to the connect screen when you log in. You will not be able to reach the dashboard until a channel is connected, which is deliberate: there is nothing meaningful to show without one. Read the banner at the top, then reconnect from there. If you have more than one account connected, the rest of Cloziq works normally: 1. Open Manage Workspace from the sidebar. 2. Find the channel and click Reconnect. 3. Log in and approve the permissions again. Either way, your agents, initiatives, contacts and history are untouched and pick straight back up. See Reconnect or disconnect a channel for the full steps. Why it happens The connect screen tells you which of these it was, in plain language, right above the reconnect button. - Instagram disconnected your account. Usually right after you change your Instagram password, or when Instagram resets your login for security reasons. - Your connection expired. Instagram connections need renewing periodically and this one reached its expiry date. Neither means anything is broken on your side, and neither loses any of your data. A brief network problem or a temporary Instagram outage does not disconnect you, so if you are seeing this, it is genuinely one of the two above. While it's disconnected Initiatives on that channel auto-pause and agents will not reply. Conversations already in progress simply wait. Once you reconnect, resume any paused initiatives from the Initiatives page and you are back in business. Still stuck? If reconnecting does not hold, or the same account keeps dropping, reach out from the chat and tell us which account it is. Related articles - Reconnect or disconnect a channel - Why isn't my Instagram account connecting? - My agent isn't replying to DMs

Payments aren't going through

If your offer will not let you sell in DMs, or a sale is not completing, it usually traces back to your payment setup. Work through these. Stripe isn't connected Selling directly in DMs runs through Stripe. If it is not connected, the direct-sale options stay locked. Fix: connect Stripe in Settings → Integrations. See Connect Stripe to get paid for offers. Stripe is connected but shows "Action needed" Connected is not always ready. If your Stripe account cannot actually charge customers yet, Cloziq shows an amber Action needed note on the Stripe card in Settings and on the offer's Payment & Delivery step. The usual causes are a missing business name in Stripe or unfinished Stripe onboarding. Fix: do the thing the warning names, in your Stripe dashboard. The warning clears on its own once Stripe is ready. Your support email isn't set To sell directly in DMs, you also need a support email on your business identity, so buyers always have a way to reach you. Fix: add one in Settings → Business Identity. See Set your business identity. The buyer says the link doesn't work Good news: this one mostly fixed itself. Checkout links your agent sends stay alive; if a prospect clicks a days-old link, it opens a fresh, valid checkout rather than an expired page. If a specific buyer still reports a dead link, ask them to tap the most recent one in the thread, and check the conversation in Contacts to see what was sent. The sale shows as Pending Some payment methods take a while to settle. A sale sits at Pending until the money actually lands, then flips to Completed on its own. Nothing to fix; the buyer has paid, and the confirmation is in flight. The offer uses an external checkout If your offer uses an External Checkout Link, the payment happens on that page, not in Cloziq, so it will not appear in your Cloziq earnings. That is expected. If you meant to sell through Cloziq, switch the offer to Sell directly in DMs. Where the conversation comes to rest depends on how the link was sent. When a sales agent worked the conversation and handed over the link, it stays at Awaiting Purchase. When an initiative sent the link directly, with no agent involved, it finishes at Link Sent, because handing over the link was the whole job. A sale went through on Stripe but never appeared in Cloziq If you have more than one Stripe account connected and a completed sale never showed up, with no delivery email and no confirmation DM, that was a bug on our side and it was fixed on 26 July 2026. One account's checkout could be claimed by another connection and dropped. If it happened to you before that date, contact us from the chat with the Stripe payment reference and we will get the sale recorded. If a checkout could not be created at all On the rare occasion Cloziq cannot create a checkout link mid-conversation, the agent does not pretend: the contact is flagged Needs Human Intervention and you get a notification. That flag plus an "Action needed" on Stripe is your cue that the fix is in Settings → Integrations. Still stuck? If Stripe is connected and ready, your support email is set, and a specific sale still failed, reach out from the chat with the buyer and the time, or use Report a Bug in Settings, and we will look into the specific sale with you. Related articles - Connect Stripe to get paid for offers - Delivery and getting paid - How booking and checkout work in DMs

Booking links aren't working

If your Book Call agents are not offering times, or booking is failing, it usually comes back to your Calendly connection. One reassuring thing first: the agent has its own safety net. If in-chat booking hits a snag mid-conversation, it falls back to sending your scheduling link, and if even that is not possible, it hands the conversation to you rather than leaving the prospect hanging. So a booking problem shows up in your Needs Human Intervention list, not as a silent lost lead. The fixes below stop it from happening again. Calendly needs reconnecting If Cloziq shows a prompt to Reconnect Calendly, a permission has lapsed. Booking links, in-chat booking, and event sync all need it. Fix: open Settings, go to Integrations, and click Reconnect in the Calendar Booking section. See Connect Calendly for bookings. An event type changed in Calendly If you renamed or removed the event type an agent was using, the agent may have lost its booking option. Fix: click Resync Event Types in the Calendar Booking section, then check the affected agent and pick a current event type. See Connect Calendly for bookings. The agent was unpublished When Calendly is disconnected, agents that rely on it get unpublished. They will not book until you reconnect and republish them. Fix: reconnect Calendly, then republish the agent, or switch it to another booking method. In-chat booking needs the right Calendly account In-chat booking uses the Calendly account that owns your paid plan. If you connected a different login, in-chat booking may not work. Fix: reconnect with the Calendly login that owns your paid plan. Still stuck? If Calendly is connected and reconnected and booking still fails, reach out from the chat and tell us which agent and event type. Related articles - Connect Calendly for bookings - Building your sales flow - Disconnecting an integration

General troubleshooting checklist

When something is not working and you are not sure where to start, run this quick checklist. It catches the large majority of issues. 1. Is your channel connected? Check Account Health on your dashboard. If a channel needs attention, reconnect it from Manage Workspace. A dropped connection stops everything on that account. If logging in dropped you on the connect screen instead of the dashboard, that is the answer already: read the banner at the top, which says why the connection ended. 2. Is your agent published? An agent only works when its status is Active. If it shows Training, it is still a draft. Publish it. 3. Is your initiative live? An agent acts only when a published initiative sends it conversations. Check that the initiative is Active, not Paused. If you did not pause it yourself, hover the badge's info icon and it names the cause. 4. Are you within the 24-hour window? Instagram only lets you message someone for 24 hours after their last message. If a prospect went quiet for over a day, you cannot message them again until they reach out. This is normal. 5. Are filters hiding what you're looking for? On pages like Contacts and Earnings, an active filter or date range can hide what you expect to see. Clear filters and check again. Still stuck? If you have run the checklist and something still is not right, reach out from the chat in your dashboard. Tell us what you expected to happen and what you saw instead, and we will take it from there. Related articles - My agent isn't replying to DMs - I'm not seeing new contacts - My Instagram disconnected