My campaign won't turn on
What the list under "Before it can go live" means, how to fix the usual problems, and what to check when a live campaign sends nothing.
Updated
Open the campaign from Campaigns. The button at the top right says Turn on (or Publish changes once it is live). If something is missing, the button cannot be pressed and a line under the title starts with Before it can go live:, followed by what to fix.
Press any item in that line and the board jumps to the step it is about. Fix it, and the button comes back. Your changes save as you go.
The usual fixes
| It says | What to do |
|---|---|
| Pick where this campaign listens | Open the trigger (the first card) and pick the accounts. |
| Add a keyword, or answer every comment | Under Which comments, type the word people comment (like "link") or pick Any comment. |
| Pick at least one ad | For an ad trigger, tick the ads it should listen on. |
| Add the message for step 2 | Open that step and write the DM. |
| Step 2: the message is 40 characters too long | Shorten it. Each platform has its own limit. |
| Step 2: button labels can be up to 20 characters | Shorten the button text. |
| Step 2: up to 3 buttons | Remove a button. |
| Step 3: They need to tap a button or reply first | After the first message, a platform only lets you send more once the person taps a button or replies. Add a button to the step before and make it wait for the tap. |
| The first message must go within 7 days of the comment | Shorten the wait before the first message. |
| More than 23 hours after their last message, so it could not be sent | Shorten the waits, or ask for a tap or reply in between. |
| TikTok does not let businesses message people who only commented | On TikTok, reply under the comment instead of sending a DM. |
| Steps loop back on themselves | Point the last step somewhere that ends. |
A warning such as "This step is not connected, so it never runs" does not stop you turning it on, but that step will never be used.
Links that open a chat
For a link or QR code that opens a chat, the account needs its chat entry point switched on. The campaign says "Instagram needs Questions to tap for this link. Turn it on in Setup, When someone messages you" or "Facebook needs Welcome new people for this link. Turn it on in Setup, When someone messages you". Turn on the one it names on Setup, under When someone messages you. On Messenger, Welcome new people also adds the Get Started button people tap.
There is no Turn on button
- You can look but not change it. The campaign says "You can look at this campaign. Changing it needs permission to manage rules." Ask an owner or admin, or see Roles and what each can do.
- It starts with Send now. These campaigns do not listen; they send once. Press Send now instead.
It is on but nothing is sent
- Check that people commented the keyword on an account the campaign listens on. If Only when the comment is just the word is ticked, a comment with other words in it does not count. Capitals, accents and emoji do not matter.
- Open the More menu and Recent comments. Why some got no message lists each reason with a count. See A DM didn't send.
- Crisis mode stops every campaign while it is on.
- Automated messages pause when your plan's allowance and spending cap are used up, or when there is no plan.
Imported campaigns
Keyword replies you imported arrive as drafts. Each one needs a look and Turn on before anything is sent. See Switching from another tool.
Related
- A DM didn't send Why a message from Messages or a campaign did not go out: the 24-hour window, the 7-day limit after a comment, your plan and cap, and what each platform allows.
- Switching from another tool Bring your hide words, keyword replies and ManyChat contacts over from commentguard.io, ManyChat or any other tool, and check everything before it is added.
- Roles and what each one can do Owner, admin, manager, moderator and client: what each role can see and change in a brand.
- Set a monthly spending cap Put a ceiling on what extra comments and messages can cost in a month. Past it, hiding keeps working and nothing more is charged.
Still stuck?
Tell us what you were trying to do and what happened. A person replies, usually within one business day.