Can't reply to a ticket through Instagram

When you try to reply to a ticket through Instagram and see a warning that the message can't be sent, it means the customer's Instagram thread wasn't attached to the ticket. Without that thread, IntoPaid has nowhere to send your reply.

This page covers why it happens, how to fix a single ticket, and what to do if Instagram replies stop working across the board.

Why the thread isn't attached

IntoPaid connects a ticket to an Instagram DM thread when both of these happen, in order:

1. A customer sends your shop a DM on Instagram.
2. You reply inside that same DM thread and tag @intopaid.

If the ticket was created any other way — manually, through email, from a website form, or by tagging @intopaid in a post comment — there's no DM thread to connect. The same is true if the DM came in before your Instagram account was connected to IntoPaid.

Fix a single ticket

Option A — Get the customer back into a DM thread

1. Ask the customer to DM your shop's Instagram account again. A quick "Hi, following up on my order" is plenty.
2. Reply inside that DM thread and tag @intopaid.
3. IntoPaid will open a new ticket with the thread attached, or update the existing ticket if it can match the customer.
4. You can now reply from the ticket through Instagram.

Option B — Reply by email instead

If you'd rather not wait for another DM, or the customer is easier to reach by email:

1. Open the ticket and add the customer's email address in the customer panel.
2. Switch the reply to email and send your message.
3. The customer receives a branded email from your shop — they don't need an IntoPaid account.

Your email replies use the name, logo, and templates you set up in Settings → Your brand and Settings → Customer emails.

For more on replying and switching channels, see Work a ticket.

Every Instagram ticket fails to send

If replies aren't going through on any ticket — not just one — your Instagram connection probably needs to be refreshed.

1. Go to Settings → Social.
2. Make sure you're using a Professional Instagram account (Creator or Business).
3. Click Disconnect, then Connect again and allow message access when prompted.
4. Test by sending yourself a DM and tagging @intopaid in your reply.

If the test ticket works but real customer DMs never come through, email [email protected] with your Instagram handle and we'll take a look.

Related articles

• Connect your Instagram account — first-time setup and permissions
• Instagram tickets — how the DM-to-ticket flow works
• Work a ticket — replying, adding a customer email, and switching channels
• Ticket didn't arrive? — troubleshooting missing tickets