Troubleshooting

The questions people actually ask, with the check to run first.

Signup says my password can't be used

The password needs at least 8 characters — the line under the password field says so, and turns red when the password is shorter as you leave the field or press Create account. If the line shows a different rule, follow what it says.

Pick something you don't use on any other site. A few unrelated words strung together is long, easy to type on a phone, and hard to guess. Rather not make a password at all? The Google button on the same page signs you up without one.

My confirmation email never arrived

Check the address first. The Check your email screen shows where it went — if it's wrong, tap (change it) beside it, fix the address and press Create account again. The form also asks "Did you mean …?" when an address looks like a slip of a common provider (gmaim.com for gmail.com, say): tap the suggestion to use it, or No, keep … if your address really is that. A mistyped domain often doesn't bounce, so no error ever comes back.

If the address is right, look in spam, then use send it again on the same screen. The link expires after an hour, and each new email replaces the last one — so always use the most recent.

Lost the screen, or the email? We also try to save you the trip: if your account still isn't confirmed about 20 minutes after you signed up, we send the confirmation email once more, with a fresh link and code. It looks the same as the first one and replaces it, so use the newer one. It's one email at most, only within 90 minutes of signing up, and if you pressed send it again in the meantime we wait until that email is 20 minutes old too, so it doesn't replace a code you've just been sent. If it doesn't arrive, nothing is lost — sign in with the address and password you chose and you can send yourself a fresh link from there.

I opened the link and ended up back at the sign-in page

The confirmation link works in whichever browser opens it, so tapping it from your email app is fine even if you signed up inside Instagram or Facebook. Landing back on sign-in almost always means the link had already been used, or it was more than an hour old — each new email replaces the last one, so an older link stops working.

Two ways through:

• Sign in below with the address you signed up with. If it tells you the email isn't confirmed, you can send yourself a fresh link from there.
• If your signup screen is still open and shows a box for the code, type the 8-digit code from the same email into it and press Confirm. The box is labelled Confirmation code — or, inside Instagram, Facebook or Messenger, Or type the 8-digit code here, under the instruction to open the email. That finishes the signup in the tab you already have open, whichever browser you're in, and lands you straight in setup.

Don't sign up again with the same address: it is already registered, and the form will say so rather than send a new link. And if the page says the link has to be opened in the same browser you signed up from, your account is confirmed anyway — just sign in below.

I lost my authenticator app

If HyperDM asks for your sign-in code and your authenticator app is gone:

1. On Enter your sign-in code, click Use a recovery code instead.
2. Enter one of the recovery codes you saved and click Use recovery code. Each code works once.
3. Two-factor sign-in is now removed from your account. Set it up again at Settings → Security, and make a new set of recovery codes.

Too many tries? Wait 15 minutes, then try again. If you have no recovery codes left, contact support from the address you sign in with. We confirm it's you before anything changes on your account.

My workspace now asks for two-factor sign-in

The workspace's owner has turned on Require two-factor for everyone.

• You have a grace period. Members already in the workspace get 7 days from the day it was turned on. A banner at the top of the app says the date; click Set it up.
• Past those 7 days, or if you joined after it was turned on, HyperDM opens on Set up two-factor sign-in until you do. Scan the code with an authenticator app, enter the 6-digit code and click Verify.
• Don't want to? That page also has Sign out, and a Leave button with the workspace's name. The workspace's only owner can't leave.
• It covers opening the workspace and reading its data with your own sign-in. API keys, connected apps, scheduled jobs and webhooks keep working without it.

Only the owner can turn the requirement off, from Settings → Security.

My automation didn't fire

Work down this list — it is roughly in order of how often each one is the answer.

1. Is it Live? A Draft or Paused badge means it is saved but not running. Click Set live on its row — if anything must be finished first, it says what. A live row marked Unpublished changes is still running its previous version: open it and press Publish changes.
2. Is a higher-priority automation catching it first? First match wins in priority order. Use Move up / Move down in the row's ⋯ menu on the Automations list — they're there only while the list is on the Priority (default) sort with no search or channel filter active, and the order matters when two automations of the same trigger type share a keyword.
3. Did they type an excluded word? The but doesn't contain list wins even when your keyword matched.
4. For a comment trigger — is it bound to that post? If the scope is Specific posts or reels, only the posts you picked are listened to.
5. For a story reply — is it set to specific stories? New story automations listen on every story. An older one set to Specific stories can't fire — open it and press Listen on every story.
6. Has the contact opted out? A STOP (or any of your opt-out keywords) revokes consent, and nothing automated goes to them until they send an opt-in keyword.
7. Is the workspace paused? Settings → Workspace → Pause everything stops every automation, flow and agent reply. A banner says so.
8. Is Instagram healthy? Check the card in Settings → Channels for Needs attention or Reconnect needed.
9. Is it a new-follower trigger? It runs on Meta's Follow-to-DM beta — the card on the Automations list shows the current state. "Awaiting Instagram access" means it cannot fire yet; once armed, Meta caps it at one welcome per follower.
10. For comment triggers, three platform limits: only comments made after the automation went live are processed; Instagram allows a private reply only within 7 days of a comment; and on collab posts comment events go to the original author's account, so a collaborator's automation never sees them.
11. Was the comment on an ad? Comments on a boosted post's ad version, or on an ad built in Ads Manager, only fire an automation whose Where can the comment happen? (under Advanced channel rules — the line beneath it says what it is set to) is Instagram ads or Both — Organic never answers them — and whose Listen on is All posts & reels, because an ad has its own media id the post picker cannot see. The ad must run as your connected Instagram account. Replies inside a comment thread on an ad never trigger, and comments on the Facebook placements of an ad are not covered. Full walkthrough: Comment-to-DM on Instagram ads.
12. Is it a Recognize intention automation? It sends your DM only when a message is worded close to your description, and many rewordings won't match. Test it with a few real example messages from a second account, and use keywords for anything that must always get a reply. See Automations.

My setup reply won't go live from Automations

A comment reply saved on the setup page is stored listening on no posts until you choose one. So if you click Set live on its row in Automations before choosing, it refuses: "Pick at least one post or reel — or listen on all posts. Open the automation to finish it, then set it live." Nothing went live. Either go back to the setup page and choose the post there, or open the automation, pick posts under Listen on (or choose All posts & reels there), and set it live.

Signing in keeps opening the setup page

In a workspace's first seven days, signing in opens the setup page for the workspace's owner (when it is their only workspace) until setup has started. Save a first reply (a draft is enough), add business information, or connect a channel, and signing in opens the dashboard from then on; after seven days it always does. On the three-stage setup page (where offered), confirming a goal or choosing Explore first also counts. Signing in never sends a teammate you invited to setup. A link that points at the setup page — the one in a setup email, say — still opens it, whatever the rule above says.

The AI agent isn't replying

1. Is the master switch on? Agent → Overview → Reply to DMs automatically ships off. This is the single most common cause.
2. Did an automation catch the message first? The agent is the last thing to see a DM. Anything your automations claim never reaches it.
3. Is the reply window open? Outside it, nothing can be sent to that person. It is 24 hours since their last message on Instagram, Facebook and WhatsApp, and 48 hours on TikTok.
4. Is the workspace paused?
5. Did a limit stop new conversations? A banner at the top of the page names it — your monthly ceiling, overage protection, your plan's allowance, a failed payment, or your agency's limit — with what to do. Settings → Billing & usage → What stopped replies this period lists every one this month. Conversations already open keep getting replies; only new ones stop. See Plans and billing.
6. Are this month's AI-assisted conversations used up? Past your plan's monthly number the agent pauses for new conversations until the 1st (UTC), unless the workspace holds AI credits, while your automations and flows keep replying — so this one has no banner. Settings → Billing & usage says so under the AI-assisted conversations bar, with the date the agent resumes, and What stopped replies this period keeps a record of it. See Plans and billing, and Buying AI credits to bring it back sooner.
7. Is there any knowledge? With nothing ingested the agent still replies, but generically — it hedges ("I'll check") instead of answering with facts. Empty knowledge explains bad answers, not silence; for silence, work through the steps above.

Test it safely in the AI Playground — it answers even while everything is paused, which is exactly how you tell "the agent is broken" from "the agent is switched off".

The agent said "I don't know" / handed off

That is the designed behaviour when it cannot ground an answer: it declines to invent facts and hedges instead. It pauses the thread for a human only when Hand off when stuck is on, or a guardrail / refund escalation fired.

The fix is knowledge, not settings. Go to Analytics → Knowledge gaps (available on every plan) — it lists exactly the questions it couldn't answer. Paste the answers into Agent → Knowledge.

The AI Playground will also offer to save the answer for you and then re-ask the question, so you can watch it go from ungrounded to grounded.

A reply was blocked

If a reply broke a guardrail it was never sent, the conversation was paused, and a note was left in your Inbox saying why. Check:

• Agent → Trust & Guardrails — is the discount cap or a forbidden claim catching it?
• A ⚠ note in that conversation says why the reply was held (the blocked text itself is not shown anywhere) — guardrail blocks do not appear in Analytics or the Activity log.
• Analytics → Answered vs. held and Compliance activity — sends held by the compliance gate (window, consent, rate caps), on every plan.

Instagram says "Needs attention" or "Reconnect needed"

If the card also says Instagram may have changed how your ice breakers/menu appear, click Re-sync. It reports the outcome, and the warning stays up unless the push really landed — so a warning that is still there after a Re-sync means it genuinely didn't work, not that the page is stale. See Settings.

Both actions need manage_connections — owner or admin.

Instagram never sent me back

You tapped Connect Instagram, Instagram opened, and you ended up back on HyperDM (or stuck on Instagram) with no Connected badge and no error. Three things cause nearly all of these:

1. Instagram wants you logged in on instagram.com in this browser. The Instagram app being logged in doesn't count. The first screen Instagram shows is its own login form — enter your username and password (and your 2-step code if you have one), then approve the permissions it lists. If tapping Connect opened the Instagram app instead of a login page, come back to your browser, type instagram.com into its address bar (don't tap a link — on a phone a link can open the app again) and log in, then return to HyperDM and tap Try again.
2. Your account must be a professional account (Business or Creator). A personal account can log in but can't get past the next screen. In Instagram: Settings → Account type and tools → Switch to professional account, then try again. Step by step, with how to check which kind you have: Switch to a professional account.
3. You opened HyperDM from inside the Instagram, Facebook or Messenger app. Their built-in browser cannot finish the connection at all — Instagram treats instagram.com/oauth/authorize as its own and never shows you the permissions screen, so nothing comes back. See the next section.

The setup page and the Instagram card notice when you come back without a result and show these checks under the button, as Didn't make it back from Instagram?, with a Try again link that is the same tap. That works however you come back — Back from Instagram, a reload, a new tab, or reopening HyperDM after your phone closed the browser — as long as it is within 30 minutes of tapping Connect and Instagram still isn't working — a Reconnect that never came back shows it too. If you switch back to a HyperDM tab that still shows the Connect button with nothing new under it, reload the page. It shows once for each tap: reload after reading it and it's gone. The setup page also reopens on its Connect Instagram screen, even when an earlier step is still unfinished. On the three-stage setup page (Goal, Create, Review — where offered) the panel shows in Review's Connect account row, or at the top of the page if you went to Instagram before reaching Review.

I was asked to sign in while connecting Instagram

If your HyperDM session ended — you signed out in another tab, or it expired — just before you tapped Connect or while you were on Instagram, HyperDM asks you to sign in first. After you sign in you land back where the connect started: the setup page for a connect started there, Settings for one started in Settings. Nothing was connected, so tap the connect button again. Everything you saved on the setup page is still there.

I'm in the Instagram app's browser

If you reached HyperDM from a link in Instagram, Facebook or Messenger — a DM, a bio link, an ad — you are inside that app's built-in browser, not Chrome or Safari. There is no address bar, and an Instagram connection cannot be completed there: the app intercepts its own sign-in page, so the permissions screen never appears and no result comes back.

HyperDM detects this and replaces Connect Instagram with Open HyperDM in your browser, on both the setup page and Settings → Channels:

• Android — tap Open in Chrome. You land in Chrome already signed in, on the same screen, and can connect straight away.
• iPhone — tap the ⋯ menu at the top right of the Instagram browser and choose Open in browser. Or tap Copy link on the panel and paste it into Safari.

Open in Chrome and the copied sign-in link carry your session across. The link works once and expires within five minutes; press Copy link again for a current link. If clipboard access is refused, the panel shows a selectable sign-in link you can copy manually. If HyperDM cannot create the link, open app.hyperdm.app in Chrome or Safari and sign in there. Opening the browser menu alone may require signing in.

On reply Create, these buttons and the setup-page retry actions wait for your draft to be confirmed first. Saving is taking longer than expected means it is unconfirmed, so keep your edits on the page, wait for the save to settle, then deliberately retry. On AI Create, the browser escape stays hidden while you have unsaved facts in the paste box.

If you type /api/connect/instagram/start directly from that browser, HyperDM refuses and brings you back with "You're inside the Instagram app's browser" rather than sending you into a dialog that cannot load.

Signing up from inside Instagram or Facebook

If you open the sign-up page from an ad, a bio link or a DM inside Instagram, Facebook or Messenger, the page looks a little different:

1. Continue with Google is the first button. There's no email to confirm, and you go straight to setup. You'll finish inside the Instagram browser, so connecting Instagram will still ask you to Open HyperDM in your browser.
2. To use your email address instead, tap Sign up with email instead under it. The email and password form opens; fill it in and press Create account.
3. On the Check your email screen, open the email from HyperDM and tap the link in it. It opens your phone's browser and signs you in there — which is also the browser where connecting Instagram works, so you won't need Open HyperDM in your browser later.
4. Can't get to your email app? If the screen shows Or type the 8-digit code here, type the code from the same email and press Confirm. You'll finish signing up inside the Instagram browser instead, and connecting Instagram will then ask you to open HyperDM in your browser.

If Google says it can't sign you in from this browser (a "disallowed_useragent" or "secure browser" message), go back and tap Sign up with email instead — or open app.hyperdm.app/signup in Safari or Chrome and sign up there.

My test comment didn't get a reply

If this is an example on setup's Create stage, open Test trigger rules and check whether Simulate a comment from the account owner is selected. Working as intended: account-owner comments are ignored. is a successful exclusion test, not a failed connection. Try as a customer keeps your text and reruns the customer example. These scenarios are hypothetical; a preview neither sends a message nor selects or binds the real post. Use Review to connect, choose the post and turn on the reply before a live test.

The setup page's Test it on Instagram screen has a section called What we've seen since you enabled it. It lists every comment or DM that has reached your account since the reply went live — newest first, with the time and what we made of it. It never shows the message text or who sent it. On the three-stage setup page (Goal, Create, Review — where offered) the same section opens from Review's Test task, under Test it now.

If the list is empty, nothing has arrived yet: the comment has not reached us. Check the reply is Live, that you are commenting on a post it watches, and that you posted the comment after it went live. The screen refreshes itself every few seconds for ten minutes while you are on it, so you should not have to press anything.

Instagram says the connection was cancelled

If you pressed Cancel on Instagram, click Continue with Instagram (or Connect Instagram in Settings) again. If you didn't, check the account type: a personal account can't be connected. The notice — "If you didn't cancel, check the account is Business or Creator" — links Switch to a professional account, and so does every other message a connect can end with when nothing was connected.

"We couldn't check ... just now"

Three of your plan's allowances are counted from your own data, and before letting you add one more we look at what you already have. If that check itself fails, we stop instead of guessing. You may see any of:

Nothing was changed in any of the three. No channel was connected or disconnected, no flow was saved, no invite was sent, and nothing on your Instagram, WhatsApp or TikTok account was touched. Wait a moment and do it again.

Why we don't just let it through. Guessing low would hand you something your plan does not include — a second DM channel, a sixth flow, an extra seat — and none of those can be tidily taken back afterwards. A second channel keeps working until you disconnect it, and an invite that has been accepted is a person in your workspace. A refusal you can retry is the smaller problem, so that is the one we choose.

None of these is the plan limit itself. Those messages name the thing using your allowance and offer you a way forward — disconnect this channel, delete a flow you no longer need, upgrade (see Plans and billing). If you are being told to try again instead, we did not get as far as your plan to look.

You are unlikely to see the flow or channel one on a paid plan at all, because those allowances are unlimited there and nothing needs counting. Seats are counted on Growth and Pro. If any of them keeps happening, tell us through Help — Send feedback (the speech bubble).

I can't click something / a button is missing

Two possible reasons, and the product keeps them apart because they need different responses:

• Your role. The page usually explains the absence where the control would have been. See Roles and permissions — ask an owner or admin.
• Your plan. The card names the plan needed and links to the plan picker. See Plans and billing.

A sidebar row is missing

I can't message a customer

Their reply window has closed — 24 hours since their last message on Instagram, Facebook and WhatsApp, 48 hours on TikTok. On Instagram there is no paid re-open mechanism — no template message buys you back in. You can only reach them once they message you again.

The Inbox header and the Contacts filter both show window state, and the header names the channel's own number.

My TikTok reply won't send

The reply box names the reason rather than failing on send. There are five: the reply window, and four about the reply address — the routing value TikTok hands us on each message a customer sends you, and the only way we have to address a reply back. The first four clear only when the customer writes again — there is nothing to fix on your side, and nothing to reconnect. The fifth is worth trying again in a moment.

1. "The 48-hour window is closed" — TikTok carries a reply only within 48 hours of their last message — and until they've replied to you once, at most 10 messages in that window. If they had replied to you, TikTok allows up to 3 more after the 48 hours; once those are used too, this is the message you see. Wait for them to write again. There is no paid re-open on TikTok either. This one is not about the address: the address can be perfectly good while the clock has run out.
2. "This conversation started before HyperDM kept TikTok reply addresses" — or they have not written since, which the same notice says. Either way there is no address to reply to, and their next message gives us one.
3. "They wrote to a different TikTok account than the one connected now" — the conversation was held with the account you were connected to before. Those people need to message the account you have connected now. Reconnecting the previous account is not the fix: it would strand everyone who has messaged the current one since. Nothing is broken and there is nothing to reconnect. On a scheduled reply, and on an automation the Inbox refused to start, the same reason reads "belongs to a different TikTok account, or no TikTok account is connected" — those two places are told the reason without being told which of your accounts is connected, so they name both possibilities. It is this same item either way.
4. "This conversation's reply address has stopped working" — TikTok refused the address we had kept for this conversation, so we stop using it rather than failing into the same refusal again. The send that ran into the refusal is what told us, and that one did not go. They need to message you again; their next message replaces the address and the box opens.
5. "We couldn't check whether this TikTok conversation can be replied to" — we could not read the conversation's reply address just now, which is not the same as a no. The reply box asks you to try again in a moment. Nothing was sent, and nothing was sent twice — press Send again when it clears. A scheduled reply is different: that one is held and re-attempted until its late-send limit. If it stays that way, tell us.

Two more things that look like a failure and are not:

• "TikTok accepted this, but hasn't confirmed it." TikTok has no delivery receipt. We say accepted as soon as TikTok takes the message, and sent only once TikTok echoes it back to us. If no echo arrives within ten minutes the line settles on the honest middle answer. It does not mean the message failed.
• TikTok won't take a picture, a voice message, a video or a document from HyperDM — text and quick replies only. See My media file won't send.

If the TikTok card in Settings reads coming soon, TikTok isn't switched on for your workspace yet and none of the above applies.

A sequence step says On hold

A step that can't go out yet is on hold: the subscriber keeps their place and gets the step once the reason clears, and nothing is sent twice. One hold has a time limit: if the SMS spending limit stays reached for 24 hours, the step is skipped for that subscriber and the sequence moves on. The sequence's Results page says why under Why, the People list shows "On hold: …" per person, and so does the contact's drawer. What to do depends on the reason:

• The automation or flow it uses was deleted — open the sequence, press Change on the step and pick other content, or restore what you deleted from the Trash tab on Automations. Checked again every hour.
• It's paused (not live) — set that automation or flow live again, or pick other content. A step set to Keep this version of a message keeps sending its saved text even while the automation is paused; one set to Follow the latest waits.
• The flow it keeps a version of has changed — press Use the current version on the step, or switch it to Follow the latest. Renaming a flow whose messages use {{flow_name}} counts as a change.
• The channel's sending limit was reached, sending is paused for the workspace, or automations are paused for this person — nothing to do; it goes out when that clears.
• Sequences need the Growth plan — it goes out once the plan allows it.
• SMS quiet hours, the SMS spending limit, or a WhatsApp template — a step held by the SMS spending limit is retried every hour and skipped after 24 hours; see Sequences and Send WhatsApp templates.
• Something went wrong sending it — it is retried in a few minutes on its own. If it stays on hold for an hour or more, contact support.

Needs repair on a sequence's row means a step that's on couldn't go live as it is: its automation or flow was deleted, an automation it follows or a flow it runs is paused, a flow it keeps a version of was edited, or there's nothing to send — open the sequence to see which step and what to do. Steps that are off never block anything.

I deleted something by mistake

Automations → Recently deleted, at the bottom of the page. It holds deleted automations, flows and sequences for 30 days, newest first.

I saved a change and it isn't there

Did you switch workspaces with the form open? The save is refused in that case and asks you to reload — nothing is written. The workspace switcher sits in the header of the same page, so it is easy to switch with an editor open; the form keeps showing the old workspace's automation while the rest of the page moves.

Reload the page in the workspace you want, then make the change again. The same refusal covers Set live, Pause, Delete, Restore, reordering and Open as flow, and it applies to flows and sequences as well as automations — and across Settings.

If instead you are told the automation "isn't there any more", it was deleted — probably in another tab, or by a teammate. Check Recently deleted below.

My media file won't send

1. Is it ready? Assets show Processing… while converting and Couldn't be converted if they failed. Only ready assets can be sent.
2. Is your plan right? Media is Starter and up.
3. Is the channel right? TikTok DMs can't carry voice, video or documents — only text and quick replies, and HyperDM can't send images on TikTok yet either (TikTok needs the picture uploaded to it first, and that step isn't built).
4. Is it a PDF? Instagram accepts PDF and nothing else as a document.

Revenue is empty

1. Is Stripe connected in Settings → Commerce?
2. Is the revenue webhook configured with its signing secret, subscribed to checkout.session.completed, checkout.session.async_payment_succeeded and charge.refunded?
3. Is there an actual paid order in the last 14 days? The tile is hidden rather than showing $0.00.
4. Revenue attribution needs Growth or above — below it the tile stays absent even with paid orders.

Clicks are zero

1. Was the link tracked? Only the links HyperDM tracks for you are counted — an automation's link fields, flow and broadcast buttons, product links, email buttons. A link typed into the message text is sent as written and is never counted. The same goes for an automation or email link with a variable in it (such as {{first_name}}), a WhatsApp template's own link button (it goes out exactly as Meta approved it) and a main-menu link.
2. Is link tracking on? Where link tracking controls are offered, open Settings → Workspace → Links. Under Exactly as typed, links sent from then on aren't counted — choose Tracked (default) and click Save link tracking. Tracked links sent earlier keep counting; links sent while Exactly as typed was on were never counted and won't be.
3. Did anyone tap? Taps can arrive hours or days after the message. With After they reply link delivery, the link only goes out once they reply.

See Track link taps and see what converts.

A number doesn't match another number

• The Home conversation tile and the Analytics Conversations tile are both "this month" and read the same source.
• Analytics charts use the range you picked at the top; the compliance row uses your workspace's timezone week and prints its own window.
• A sparkline covers the picked range; the big number above it covers the window named in its subtitle. They are deliberately different, and the subtitle says both.
• If a card shows no line at all, the read failed. A flat line means a genuine run of zeros.

Times are wrong

Almost always the workspace timezone, in Settings → Workspace. It decides analytics week boundaries, what "tomorrow morning" means for a snooze (09:00 your time), and when a scheduled broadcast goes out. It is never your browser's timezone. One exception: sequence send windows run in UTC (Instagram doesn't expose contact timezones — the editor labels the hours UTC).

Something failed and I don't know what

Open Settings → Logs (owners and admins, where the error log is turned on). Each entry says what failed, where, how many times and what to do. Set Level to Critical first: those are the ones that stop sending. If Instagram, Facebook or WhatsApp restricted an account, the Restrictions tab shows when and, where they gave one, their reason.

I didn't get an alert

Where the newer Notifications settings are offered, start at Settings → Notifications → Recent deliveries. It lists the last 20 alerts, tests and links sent to you in this workspace, where each one went, and what happened to it:

• Sending — it's on its way. Reload the page in a minute.
• Sent — it left HyperDM. Check the address on the row, then your spam or promotions folder.
• Didn't go yet, trying again (with a time) — the send failed, and HyperDM tries again on its own at its first check after that time (it checks every five minutes). Nothing to do yet.
• Held for quiet hours — your quiet hours were on. Escalations come as one summary when the window ends.
• Included in a quiet-hours summary — it came during your quiet hours and went out in the one summary sent when they ended. The summary has a row of its own.
• Muted — you muted escalations for 24 hours. Unmute is under How you get them here.
• Not sent: switched off in your settings — turn Email or Browser notifications back on under How you get them here, and click Save my settings.
• Duplicate — the same alert already reached you within the same clock hour (UTC).
• Bounced — the address refused it. What happens next depends on how your alert email reads under Where we reach you:
  • Bounced: the address refuses mail for good (it doesn't exist, or refuses mail), so alerts now go to your sign-in email. Click Try again, type that address or another, and click Send link; alerts go there once you confirm it.
  • Still Confirmed: the mailbox turned that one mail away for now (it was full, say). Alerts still go to that address. Check the mailbox, then click Send a test.
  • If the row names your sign-in email, alerts keep going there. Check that the mailbox has room and accepts mail from HyperDM.
• Failed after 4 tries — it couldn't be sent, even after three more tries over roughly the next 40 to 50 minutes. Click Send a test under Where we reach you; if the test fails too, tell us (below).
• The link's email may not have gone out — the email carrying a confirmation link may not have been sent. If the address still reads Waiting for confirmation, click Resend for a new link.
• Not sent: email sending isn't set up — HyperDM couldn't send any email when it was due, and it isn't tried again. That's on our side: tell us (below).
• Not sent: address not confirmed — the address or browser it was going to stopped being confirmed while it waited: you stopped using or changed that address, removed that browser, or the address bounced. On a link's row, you cancelled that address before its link went. Alerts now go to your current confirmed address, or to your sign-in email if you have none.
• Not sent: the browser blocks notifications — that browser blocks HyperDM's popups. This browser under Where we reach you shows how to allow them; then reload the page.
• Not sent: no longer a recipient or Not sent: no longer a member — someone changed who gets that group of alerts, or you left the workspace, while it waited.
• Not sent: it waited more than 48 hours — it couldn't go out when it was due (alerts were paused for your workspace for a while), and by the time they resumed it was too old to be useful, so it was dropped instead of arriving days late. Check what it was about directly: an outage under Settings → Channels, a conversation in the Inbox, an invoice under Settings → Billing & usage.

No row at all means the alert wasn't for you. Ask an owner or admin to check This workspace's alerts: whether that group is switched on, and whether you're ticked. The workspace's earliest owner always gets escalations, allowance and connection health alerts, and billing alerts go to that owner only.

Where these settings aren't offered yet, alerts go only to the sign-in email of the workspace's earliest owner. Escalations under Settings → Notifications turns off hand-off alerts only; connection, allowance and billing alerts can't be switched off there.

I didn't get a popup

HyperDM's popups show only while HyperDM is open in a tab, on a workspace where these settings are offered, in a desktop browser: none arrive while every HyperDM tab is closed, and phones and tablets aren't supported yet. If you belong to several workspaces, a tab open on one without these settings shows none, so switch it to one that has them (that tab then shows the popups from all of yours). Where the newer Notifications settings are offered, check in this order:

1. Settings → Notifications → Where we reach you → This browser. If it offers Turn on in this browser, click it and allow notifications. If it says the browser blocks them, follow the steps it shows (the site settings, by the address bar), then reload the page.
2. Browser notifications is on under How you get them here. It's per workspace.
3. Your computer isn't silencing them: a Do Not Disturb or Focus mode, or the browser's notifications switched off in the computer's own settings.
4. Recent deliveries: Shown means the popup appeared; Waiting for an open HyperDM tab means it went out less than two minutes ago and no tab has shown it yet; Not shown (no open HyperDM tab showed it) means no HyperDM tab showed it. Usually none was open when the alert came, or the one open was on a workspace without these settings; if a tab was open on a workspace with them, go back through steps 1 to 3.

Send a test under This browser shows a popup straight away once everything is set.

Still stuck

Feedback next to Help in the header of any app page (or Help → Send feedback; on a phone, the Help menu) — during setup it is the Feedback button instead: in the bottom-right corner, or in the bar at the top beside the setup steps, and on a phone a speech-bubble button with no label on it. It takes a message and a screenshot, and a person reads every one. HyperDM's setup emails point you at the same button, and if you are ever told an email will reach a person, it will: the invitation is only written when there is a mailbox behind it.