Auto Reply Not Sending? Check Scope, Hours and Credits

Start with the symptom, not another toggle

An account can look ready while a particular conversation is not eligible for an automatic reply. Before changing anything, distinguish four questions: are the intended settings saved, is this conversation eligible now, was a send attempted, and is there evidence that the message was sent? A green account badge answers neither the last two questions nor whether a fan has read the message.

This guide covers missing replies to incoming messages, not proactive Online Nudges or a promised PPV sale. Review the correct creator account and keep deliberate manual exclusions intact. Broadening automation to every conversation is not a diagnostic shortcut.

Check the account switch and conversation scope

In Accounts, open Reply rules. Reply to enabled conversations is the account-level switch. When it is off, enabling an individual conversation does not make automatic replies active. A persona must also be configured for the account.

Reply to all conversations expands the scope to active conversations that were not individually enabled. However, an explicit manual off setting for a conversation remains an exclusion in the current reply runtime. Review that conversation and any fan/list automation exclusions before deciding that the account-wide setting is broken.

Start new chats ready to reply is a separate default for newly created conversations. It is not a command to send a greeting now, nor a way to overwrite every existing conversation setting. Only change the scope you actually intend to automate.

Read Active hours in the selected timezone

In Accounts, open Advanced and review Active hours. Active all day every day bypasses the weekly timetable. If you use a timetable, check the selected timezone, the enabled day and the start and end times. Do not assume that the schedule uses the timezone shown by your laptop clock or the separate timezone field in the persona.

The current schedule includes its start time and excludes its end time. For a fictional 09:00–17:00 window, 16:59 is inside the window and 17:00 is outside it. Equal start and end times do not mean 24 hours; use Active all day every day when that is the intended configuration.

Overnight windows cross into the next day: a fictional Monday 22:00–02:00 window includes early Tuesday before 02:00. Check the previous day as well when diagnosing activity shortly after midnight. These are explanations of the scheduling rules, not measurements from live sends.

Verify saved settings, connection and credits

Pending changes in the interface are not the saved server configuration. Use Save changes for intended edits, wait for confirmation, then revisit the panel to check what persisted. Record the previous values before a controlled change so you can restore them.

Review the account connection and any reconnect notice. The reply path requires a usable Fanvue connection; a configured persona alone cannot establish that the connection is valid. Review available AI credits as a separate check: the current reply runtime checks credits before processing and again before sending.

Do not infer credit availability from a trial label or an assumed trial expiry date. The standard free trial includes 100 credits, not an extra promotional bonus. This guide does not require buying credits, changing a plan or running a paid test.

Do not use an old message as proof that replies are broken

Enabling Auto Reply is not a request to answer an entire historical inbox. The current reply-processing path selects pending incoming messages inside a recent 15-minute window. An older unanswered message is therefore not a reliable test of the new configuration.

If a message arrived outside active hours, do not promise that it will be answered when the next window opens: it may no longer meet the recent-message requirement. Multiple fresh pending messages can also be batched into one reply rather than producing one outgoing message for each incoming message.

For a controlled functional check, use a fresh message only in a workspace and conversation you are authorized to test. Do not send to a real fan just to exercise the automation. A read-only staging account can demonstrate settings, but it cannot prove a generated reply or successful delivery.

Separate eligibility from a successful send

Passing configuration checks is necessary, not proof of a completed send. A provider or connection error, insufficient credits at send time, or another runtime condition can still prevent it. Review the outgoing message and available status or error information rather than treating a preview, a saved toggle or generated text as delivery evidence.

If there is an error, preserve the timestamp and non-sensitive error text. Do not repeatedly toggle the feature or resend while the outcome is uncertain. First check whether an outgoing message already exists; this avoids turning a troubleshooting attempt into duplicate contact. Successful sending also does not prove that a fan read the message or bought anything.

Use a small, privacy-safe diagnostic record

For a fictional case, suppose the account switch is on, the conversation has been deliberately paused, and the current time is outside its active window. There are two independent blockers. Expanding the account scope would not fix the hours issue, and overriding the pause would change an intentional setting. Identify the reason before making a change.

Keep a private note of the account reference, review time and timezone, saved scope, conversation exclusion state, schedule, credit availability and any safe error summary. For support, share only the minimum necessary information through an appropriate private channel. Do not publish fan names, chat transcripts, credentials or revenue screenshots.

Preflight checklist before the next test

Correct account, connected state and persona reviewed.
Account-level reply switch and intended conversation scope checked.
Manual conversation and fan/list exclusions respected.
Active-hours timezone, day and overnight boundary checked.
Intended changes saved and revisited.
Available AI credits checked without assuming a trial bonus.
Fresh incoming test message used only with authorization.
Existing outgoing messages checked before any retry.

Controls and runtime reviewed on 26 September 2026. This is a configuration guide, not a live generation benchmark or a claim about response speed, sales or revenue.

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