Before making any changes, check if Substy's systems are fully operational. Visit the real-time status page at https://substy.instatus.com
If you notice an active incident or partial outage, wait until the issue is marked as Resolved before performing any troubleshooting steps below.
Go to Settings > AI Core Settings.
Confirm that AI Mode is not set to "Disabled."
Choose Full AI Mode or Hybrid Mode.
The AI cannot reply or send content without at least one script set to AI mode. Scripts set to Manual mode are only available for employees to send manually.
Elite plan: The sum of all template prices must be at least $20.
All other plans (Starter, Pro): The sum of all template prices must be at least $45.
Go to Settings > Creator Management. Check the connection status for each creator. If the status shows disconnected or requires 2FA, reconnect the creator account.
By default, the AI does not engage with fans who are verified creators on the platform. If you want the AI to chat with verified creator fans, go to Settings > AI Chatter Settings and toggle Allow Verified Creators to on.
The AI stops chatting with a fan when it has no unused scripts left to send (script exhaustion). To check: go to Messages, select the fan, click the + icon below the message box, then click Scripts to open the "Find Scripts" window and look for scripts with unsent PPVs.
Go to Messages, select the fan, and click the AI icon at the top right of the chat window to check if AI is enabled for that fan.
If none of the above scenarios resolve the issue, copy the conversation link and contact us using the chat bubble at the bottom right. Provide details such as creator link, fan ID, and what is happening.
Understanding AI Modes
Start the AI
Create Your First Script
Script Modes, Requirements, and Cross-Creator Duplication
Customizing AI Behavior
