> For the complete documentation index, see [llms.txt](https://themochi-app.gitbook.io/documentation/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://themochi-app.gitbook.io/documentation/module-8-account-and-troubleshooting/common-issues-and-fixes.md). # Common Issues and Fixes ## Common Issues & Instant Fixes **What it is** — A quick-reference table for the most common Mochi hiccups: what's actually happening, and the fastest way to fix it. Most of these take under a minute and don't need support. **Who can use it** — Anyone on the team can use this table. A few fixes need a **Creator** or **Manager** role — reconnecting Instagram, adjusting lead distribution, and editing tags or the spam filter prompt — noted inline below. ### Common mistakes & fixes | Issue | Fix | | ----------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Login link expired** | Magic login links expire after 15 minutes. Go back to `use.themochi.app` and request a new one. | | **Instagram won't connect** | Must be a Business or Creator account, not Personal. In the Instagram app: `Settings > Account > Switch to Professional Account > Creator`. Confirm the account isn't private, then connect or reconnect via `Settings > Socials` in Mochi (Creator/Manager only). | | **Team invite / login link keeps erroring (expired, already accepted)** | Work through it in order: **Resend** the invite from `Settings > Team` → try a different email address → try an incognito/private browser window → clear your browser's Mochi-specific cache (search your browser history for "mochi" and delete just those entries, not your whole history) → still stuck? Contact Mochi support directly rather than repeating the same steps. | | **Calendly bookings not updating a lead's status** | Confirm the link was sent from inside Mochi — copy-pasted links don't carry tracking. Check `Settings > Integrations` still shows Calendly as connected. For bookings from outside Mochi, add a question containing "Instagram" to your Calendly form so Mochi can match the booking. | | **AI tags not firing** | The prompt is usually too vague — a tag with no AI prompt only ever applies manually. In `Settings > Tags`, rewrite the prompt with specific signals and example phrases (what should and shouldn't match), then run **Retag** to sweep existing conversations. | | **Spam filter too aggressive** | In `Settings > Intelligence > Spam Filter`, add explicit "do NOT filter if…" exceptions for the legitimate patterns it's catching. Setters can still manually mark spam even with the filter tuned down. | | **Lead distribution won't save** | Percentages across your team must add up to exactly 100%. Recalculate in `Settings > Team > Lead Distribution`. | | **No leads appearing yet** | Mochi only shows messages from the moment you connected Instagram — historical DMs aren't available, on any tool, by Meta's own rules. Give it 2–4 days after connecting for new conversations to accumulate. | | **Suggestion pills not available** | They need enough message history and a completed Setter Playbook to personalize. There's no manual override — keep using Mochi and they'll unlock as data accumulates. | | **Voice clone sounds off** | Robotic: re-record with more natural variation and lower the stability slider. Too formal or hyped: you likely used teaching/course audio — re-record in a natural, conversational tone. Set up and adjust under `Settings > Intelligence > Voice Clone`. | | **Running ManyChat (or another tool) alongside Mochi** | Update the **Handover Protocol** on the Facebook Page linked to your Instagram account, so the two tools aren't both trying to claim the same conversation. See the note below this table for the current best-known path. | | **Expecting Mochi to send fully automated cold outbound DMs** | Not possible, for any tool — Meta's API doesn't allow automated outbound messaging to people who haven't messaged you first. Mochi sends are always a human hitting Send, or the AI replying inside a conversation that's already open (Away/AI Mode) — never unprompted cold outreach. | ### Data & privacy * **Mochi never sees or stores your Instagram password.** Instagram connects through Meta's official OAuth flow — Mochi only holds the access token Meta issues, the same one that gets refreshed or revoked in **Manage Your Instagram Connection**. * **Conversations are visible inside your organization based on role** — see *Invite your team & roles* (Team & Leads module) for exactly who sees what. The Mochi team can also access conversation data for support and quality purposes. If a conversation needs to stay fully private, add that contact to Excluded Contacts instead of relying on role permissions alone — it removes them from Mochi entirely, for everyone, including support. * **Your lead data is exportable any time.** Go to **Leads > Export CSV** for a file containing name, stage, assigned setter, tags, deal value, last interaction, and payment status. ### Tips * Start with `Settings > Socials` first if several things seem broken at once — a disconnected Instagram is behind most "nothing is working" reports. * Copy the exact error text before asking for help — it's the fastest way to get a precise fix. * Sending links at real volume, or worried about account risk generally? See **Account Safety & Instagram Link Limits**. * Most of these fixes are self-serve. If you've tried the fix above and it's still not working, contact Mochi support with what you already tried. ### Limits & good to know * Billing questions aren't self-serve from inside the app — contact Mochi support directly rather than looking for a billing settings screen. * This table covers the most frequent issues, not every possible one. If your issue isn't listed here, check the specific feature's article first (see Related) before contacting support. **Related:** * Manage Your Instagram Connection * Why Messages Fail to Send * Account Safety & Instagram Link Limits * Invite your team & roles * AI tags: auto-tag leads by intent * Spam filter