Troubleshooting
Guides
Connection problems
A Page or Instagram account doesn’t appear, permissions were declined, an account shows Expired or Needs reconnect, TikTok won’t connect.
Agent not replying
Comments go unanswered, replies are late or vague.
Billing
The free trial, changing plans, cancelling, failed payments and refunds.
Quick checks
- Is Reply with AI on? Channels → the channel → AI replies.
- Is the account connected? An Expired or Needs reconnect badge means sign in again.
- Is the plan active? Payment required in Settings means the last payment failed.
- Was the comment hidden? Inbox → filter All hidden or deleted.
- Is it waiting for you? Check Needs attention.
Contact
Email hey@rypl.is with your Rypl account email, the channel affected, the message you see and when it started. Ultra includes priority support.
More on rypl.is
- Comment management guides: hide, turn off and auto-reply to comments on Facebook, Instagram and TikTok ads
- Ad comment glossary: dark posts, hidden comments, Moderation Assist and other terms
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