Why the AI Isn’t Answering to Fans

If your AI seems inactive or stops responding, follow this checklist to identify and fix the issue.

Last updated About 6 hours ago

🧭 Scenario 0 — Check if Substy Is Experiencing an Outage

Before making any changes, check if Substy’s systems are fully operational.
Visit our real-time status page here:
👉 https://substy.instatus.com

If you notice an active incident or partial outage, this may temporarily affect AI performance (chatting, script sending).

💡 Wait until the issue is marked as Resolved before performing any troubleshooting steps below.

🧩 Scenario 1 — AI Completely Inactive (No Fans Being Answered)

✅ Ensure AI Is Enabled

  1. Go to Settings → AI Core Settings.

  2. Confirm that AI Mode is not set to “Disabled.”

  3. Choose Full AI Mode or Hybrid Mode.

💡 Tip: If the mode was disabled, re-enable it and wait a few minutes for the AI to resume chatting.

✅ Check That You Have Active Scripts and PPVs

The AI can’t reply or send content without at least one active script.

  1. Go to Scripts → Message Templates.

  2. Confirm you have created scripts with PPV templates.

⚠️ If no PPVs exist, the AI will remain silent.

✅ Verify Creator Connection

  1. Go to your Dashboard.

  2. Check the connection status for each creator.

  3. If prompted, reconnect the creator account.

The AI can’t chat if the creator isn’t properly linked to Substy.

🧩 Scenario 2 — AI Not Responding to Specific Fans Only

✅ Check if It’s a Creator Profile

The AI doesn’t chat with other creators’ profiles.
Make sure the fan you’re testing isn’t flagged as a creator account.

✅ Verify Script Availability

The AI stops chatting with a fan if it has no unused PPVs left to send.

  1. Go to the Messages tab again.

  2. Select the fan.

  3. Click the ➕ icon below the message box.

  4. Click Scripts to open the “Find Scripts” window.

  5. Look for scripts that still have unsent PPVs.

⚠️ If every script shows at least one PPV already sent, the AI has no new script to use, and that’s why it’s silent for this fan.
💡 Note: The AI rotates scripts every 7–8 hours to keep conversations natural.Some scripts may temporarily appear unused — this is normal.

✅ Confirm AI Is Enabled for That Fan

  1. Go to the Messages tab.

  2. Select the fan .

  3. Click the AI icon at the top right of the chat window to check if AI is enabled for that fan.(see screenshot example below)

If it’s disabled, toggle it on — the fan’s chat will immediately be handled by the AI again.

🧩 Scenario 3 — Issue Still Not Fixed

If none of the above scenarios resolve the issue:

  1. Copy the conversation link.

  2. Contact us by using the chat bubble at the bottom right.

  3. Provide details such as creator link, fan ID, and what’s happening.

Our team will investigate and get the AI back online quickly.