Troubleshooting

If something isn't working, check this page before contacting support. Most issues fall into one of the patterns below.

Automation didn't fire

Symptom. You commented on your own video to test, and no DM arrived.

Check, in order:

1. The automation is active. In Automations, the row should show it's on, not a draft.
2. TikTok is connected. Open Settings → General — your TikTok Business account should show as connected in the TikTok account card. If not, reconnect and re-approve every permission.
3. Your test account isn't blocked. A blocked TikTok account can't be DM'd. Use a different account.
4. You haven't been throttled. Tuku sends at most one DM per person per trigger within 24 hours. If you tested earlier today, use a different account or wait.
5. You haven't hit your MAC limit. A red banner across the dashboard means new contacts are paused. See Billing.

DM was sent but the buyer never saw it

Symptom. The inbox shows the DM as sent but the buyer claims they didn't receive it.

This is almost always a TikTok-side delivery quirk, not Tuku. Common causes:

• The buyer's TikTok app is logged out or hasn't synced.
• The buyer's privacy setting is Friends only for DMs. The bot can still send; the buyer just won't see it until they relax that setting or follow you.
• TikTok occasionally throttles delivery from accounts under spam review.

Also remember TikTok only allows DMs within 48 hours of the buyer's last message. If that window has closed, the buyer needs to message you again before you can reply.

A conversation isn't linked to a post

Symptom. A conversation shows up in the inbox but isn't attributed to any video in analytics.

Check, in order:

1. The conversation started from a comment. DM-initiated conversations (the buyer messaged you first) have no triggering comment to attribute, so they're counted separately.
2. The comment still exists. If the buyer deleted their comment before the DM sent, the link can't be drawn.

See Attribution → How matching works for the full logic.

Flow keeps looping on a quick reply

Symptom. The buyer types something that doesn't match a quick-reply button, and the bot sends the question again.

Fix. In the flow, edit the quick-reply step and give it a path for free text — capture whatever the buyer types and continue — or shorten the question to remove ambiguity. You can also add a Human Handoff so a teammate steps in when the buyer goes off-script.

My teammate can't see the workspace

Symptom. You invited someone but they don't see the workspace after logging in.

Check:

1. They accepted the invite. Under Settings → Members, their row should show as active, not Pending.
2. They're logged in with the same email as the invite. A different email means no access.

Reset an automation that's misbehaving

If a single automation is acting up and the steps above didn't help:

1. Duplicate the automation (so you have a backup).
2. Delete the broken one.
3. Activate the duplicate.

This clears internal state like throttling history and usually fixes the issue.

Still stuck

Use the Help button in the dashboard. It opens a conversation with our team and attaches the details we need to look into it.