If your post is receiving comments from followers but no Auto DM is sent, the most common cause is that Instagram message access is turned OFF in your Instagram mobile app. When this toggle is off, Instagram blocks connected tools (like Hypello) from sending/reading messages on your behalf—even though comments are coming in and your flows look correctly set up.
This article explains how to turn message access back on (mobile-only), how to test correctly, and what else to check.
What you’ll notice
Your posts receive real comments from users, but no Auto DM is delivered.
Flows in Hypello are active, triggers are correct, but nothing fires.
You recently changed settings, switched account types, or reconnected accounts.
Root cause: The Allow access to messages toggle inside the Instagram mobile app is OFF (manually or accidentally disabled).
Quick Fix (Mobile App Only)
You must do this inside the Instagram mobile app (iOS/Android). It’s not available on desktop.
Open Instagram and switch to the Business/Creator profile connected to Hypello.
Go to your Profile → tap the menu (top-right).
Tap Settings and activity.
Tap Messages and story replies.
Tap Message requests.
Under Connected tools, turn ON Allow access to messages.
Fully close and reopen the Instagram app.
Official reference: Instagram Help Center (Message Requests & related controls):
https://help.instagram.com/585369912141614
Test correctly (use a different account)
To confirm it’s working, test with a commenter who is not the profile owner.
Ask a teammate/friend (or another test account) to comment on your post using the trigger keyword.
Wait a few seconds—Auto DM should be delivered to the commenter’s inbox (or Requests, depending on their settings).
If DMs arrive now, the disabled message access toggle was the blocker.
Tip: For a clean test, use a fresh post or remove older conflicting rules and re-publish the test post.
Important notes
Mobile-only setting: Message access can only be enabled from the Instagram mobile app.
Professional account required: Keep your IG as Business/Creator and link it to a Facebook Page for API-based messaging.
Wording can vary: Depending on app version/region you may see slight label differences, but the path remains:
Settings and activity → Messages and story replies → Message requests → Connected tools → Allow access to messages (ON).
Still not working? Quick checklist
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Reconnect Hypello
Disconnect and reconnect your Instagram account inside Hypello -> Settings to refresh tokens/permissions.
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Confirm account type & Page link
Ensure the Instagram profile is Business/Creator and properly linked to a Facebook Page.
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Check the specific post
If the post is age-restricted or limited, Instagram may not send the necessary events for automation. Test with a non-restricted post.
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Volume & safety throttling
Extremely high comment velocity can trigger temporary throttling. Pause for a few minutes and retest.
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Message Requests visibility
The recipient’s Auto DM may land in Message Requests. Ask your tester to check Requests if they don’t see it in the main inbox.
Still Need Help?
If you’ve updated your settings but DMs still aren’t going through, our team can assist.
📩 Email: hello@hypello.com