Expecting a ticket in your Ticket Inbox but nothing showed up? Walk through the channel you used below.
Ticket didn't arrive
IntoPaidCheck the inbound address
Demo[email protected]Copy this exactly- Forward or CC — not a reply that drops the inbound address
- Tag @intopaid in the DM, not a comment
- Website form: submit on the live storefront, not the theme preview
- Confirm your inbound address. Copy it from Settings → Email intake. A single typo means the message goes nowhere. See Inbound address for details.
- Make sure the inbound address is in the To, CC, or BCC field. A reply that never includes your inbound address won't create a ticket. If you're forwarding from your regular inbox, see Forward an email.
- Wait a minute, then refresh. Open the inbox with the Unread filter selected and refresh the page.
- Check your aliases. Extra aliases only work after they've been saved on the Email intake settings page.
Ticket appeared but the customer is wrong
Forwarded messages sometimes lose the original sender's address. If the ticket shows the wrong customer, open the ticket and edit the customer email directly.
A ticket is only created when someone tags @intopaid inside a DM — not in a comment, and not every DM. If you're not seeing tickets from Instagram:
- Make sure your Instagram account is connected. See Connect Instagram.
- Confirm the customer tagged @intopaid in the DM conversation. See Instagram tickets.
- If the ticket arrived but you can't reply from it, see Instagram can't reply.
Shopify Theme Inquiry Form
Submit on the live storefront, not in the theme editor preview. Confirm the shop is still linked in the IntoPaid app, and enter the store password first if the storefront is locked. See Shopify Theme Inquiry Form.
Still stuck?
Email [email protected] and we'll help you track it down.
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