Why wasn’t my email collected?
Emails are collected only when Email Collector is enabled, the automation is active, and the person completes the email step.
If Email Collector stays empty after a test comment, the toggle, automation status, or user completion step is usually the cause.
If it doesn't work
No row in Email Collector
- Why it happens
- Email Collector off on the automation, automation paused, or Instagram disconnected.
- How to check
- Post Detail / template toggle for Email Collector; Automations Active; Channels.
- How to fix
- Enable Email Collector, Save, ensure Active, reconnect Instagram if needed, then retest.
DM sent but no email stored
- Why it happens
- The person never completed the email capture step in the conversation.
- How to check
- Live Inbox thread for that contact; Analytics Emails Collected.
- How to fix
- Complete the flow as a test user with a valid email; confirm the collector prompts appear.
Still stuck?
See How to Collect Email Addresses from Instagram. Contact Support
Need more help? Contact Support or return to Documentation.