Troubleshooting
Quick answers to the questions support hears most often.
Getting started
Section titled “Getting started”I signed in but see no creators. Your role sees only assigned creators, and none are assigned to you yet. Ask your manager to assign them in Settings → Team.
A new chatter asks for a creator of their own, but my creator limit is reached. They do not need one. Assign them a creator you already have in Settings → Team: press Assign creators on their row. Several people can work with the same creator.
The panel does not open. Click the Sufflera icon in Chrome’s toolbar; it opens the panel. If you cannot see the icon, click the puzzle-piece icon in the toolbar and pin Sufflera.
I was signed out. Click the Sufflera icon and sign in again in the side panel. The extension stays signed in until you sign out. Signing out anywhere ends all your sessions. So does changing or resetting your password, being deactivated, or the account being blocked.
If you changed your password in the dashboard, the extension keeps working for a few more minutes and then asks you to sign in again. Sign in with the new password.
Working in a chat
Section titled “Working in a chat”The panel shows the wrong creator. In the side panel, open Settings (the gear) and change Acting as creator. It decides whose voice every draft uses, so set it before you open the inbox.
The panel shows a different fan than the one on screen. Switch chats once more, or reload the page and open the panel again. The panel follows the open chat.
Generate is greyed out. There are three possible reasons:
- your drafts for the month are used up. The number is at the top of the panel; see Billing;
- your role cannot generate drafts. Ask your manager;
- the account’s subscription is suspended. Check Settings → Billing.
Insert and Send are not available. They work on the chat on screen, so they turn on when a supported chat is open. Copy always works.
Insert or Send said the chat changed. You moved to another chat after the draft was made. This stops a message for one fan from reaching another. Go back to the original chat, or generate a new draft.
The draft is in the wrong language. Open the Fan tab, set his language and lock it. A locked language never changes by itself. See The Fan Profile.
Draft quality
Section titled “Draft quality”The drafts are too generic. The creator needs more detail. Open the Creator Studio, fill in the identity fields, add two or three example replies and some catchphrases. This helps most. See Creators and Personas.
The drafts are too long or too short.
Set Reply length on the creator. For one draft, use the hint: much shorter, two lines.
On Short, a draft that comes out too long is shortened automatically. To change the length for a whole shift without editing the creator, pick it in the Length list above Generate.
The drafts never offer anything, or hold back an explicit fan. Set the creator’s Sales pace to Fast, or pick Selling: fast above Generate for this shift. On Fast, a fan who is explicit or asks to see something gets an offer straight away. See Creators and Personas.
It keeps making the same mistake with one fan. Write a standing order in that fan’s Instructions for the AI: “never mention his ex-wife”, “do not sell, he is here to talk”. It applies to all his future drafts.
It used a phrase we never use. Add it to the creator’s Forbidden phrases. It will not appear again.
A draft came with a note asking for a closer look. The chat went somewhere that needs a person’s eye. Read it, change it or add a hint and generate again, then send. See Draft Quality and Review.
Automation
Section titled “Automation”Nothing happens automatically: no drafts, no sending. If Start in the top row is greyed out, the line next to it says why. Otherwise check the Autopilot tab from top to bottom:
- Autopilot is on: the top of the tab is green and the toolbar icon shows AP. With it off, nothing automatic happens at all.
- The right group is on under The autopilot works on. A switch with 0 fans has nobody in it; a greyed-out switch with fans in it was locked by your manager. Both on 0 fans means no fan is set up for autopilot.
- The fan’s reply mode matches that group. His mode is inside Lock on one fan, under Where it works. A fan on Manual is never touched.
- The emergency stop is off. If it is on, an amber line under the top row says so. It is turned off with Resume on the Draft tab or in Creator Studio, not on this tab.
Nothing is sent, but drafts appear. That is exactly what the Draft only group does. To send automatically, the fan must be on Draft and send, the second switch must be on, and your manager must have allowed that group for this creator in Creator Studio.
A group switch is greyed out and says my manager turned it off. It is a per-creator setting in Creator Studio → Tools → What the autopilot may do in the extension. Only managers and owners can change it.
Autopilot turned itself off. It stops on purpose in several cases and always says why: the tab was closed, the page reloaded, the browser restarted, you changed creator, several attempts failed, or your drafts are running low. Turn it on again on the Autopilot tab; your switches, scope and time window are remembered.
Autopilot says it is waiting for a fan’s chat. The session is locked on one fan whose chat is not on screen. A reply can only be typed into an open chat, so it waits. Open that fan’s chat and it continues. Moving between chats never turns it off.
Autopilot will not go through all chats. This works on OnlyFans, Fansly and Fanvue, but only on a page with the chat list. If All fans in the list says it is not available, open the platform’s chats page in that tab. On Fansly the panel cannot see which chats are unread, so it shows “at least N” chats.
Autopilot does not reach every chat in the list. The platform loads the chat list as you scroll, and autopilot reads what is loaded. For a long list, run several passes or scroll the list before you start.
A message was held back instead of sent. The panel shows why: distress, a complaint, a banned topic, quiet hours, a new fan, or a draft that needs a closer look. The four you control are on the Autopilot tab under A reply is held back when…. The draft is waiting for you.
Autopilot sends too slowly. That is on purpose: it works at a human pace, at most 20 messages an hour. The panel shows how long a full pass takes before you start.
History
Section titled “History”A fan’s history looks incomplete. Press Import for that chat on the Draft tab, or run an import for all chats from Settings → Chat history. See Conversation History.
Some imported messages have no date. Set the platform interface of your creator account to English and import again. Dates are read from the platform’s own interface.
A chat says it was skipped. Only what’s new skips chats where nothing seems to have changed. Run Collect everything for a full pass.
Billing
Section titled “Billing”My subscription says grace period. Your balance did not cover the renewal. You have three days of full access: top up and the subscription continues by itself.
My account is suspended. The grace period ended. Add money and start the subscription again in Settings → Billing. Your data is safe.
A renewal failed, but I have topped up since. Nothing to do. The renewal retries by itself within an hour and the account is Active again. Your renewal date does not move.
I ran out of drafts. Buy a draft pack in Settings → Billing; it works at once. If this happens every month, raise your monthly number: an increase also works at once and you only pay the difference.
My draft counter dropped to a round number overnight. That is your renewal. At every renewal the counter is set to what your subscription gives, and anything left, including pack drafts, does not carry over. The renewal date is shown next to the counter.
A creator became read-only. You have more creators than your subscription allows, usually after a decrease. Archive a creator you no longer need, or raise the number again. The oldest creators keep working. Your team is never affected by billing.
A team member cannot see a creator. Their role sees only assigned creators, and this one is not assigned to them. Change it in Settings → Team.
Someone left the company. Deactivate them instead of deleting. Their access ends at once everywhere, and their work history stays.
How many people can we add? As many as you need: team size is not priced and does not depend on your subscription. There is a technical limit against abuse; if you get close to it, write to support@sufflera.com.
Still stuck?
Section titled “Still stuck?”In the side panel, open Settings → Page diagnostics and copy the report. It describes what the panel can see right now and contains no message text, so it is safe to send.
Send it to support@sufflera.com with what you were doing and roughly when.
Who to write to
Section titled “Who to write to”| About | Where |
|---|---|
| Anything technical, or anything you are not sure about | support@sufflera.com |
| Payments, invoices, refunds, a transaction you do not recognise | billing@sufflera.com |
| Data protection, exports, deletion, your obligations to a fan | privacy@sufflera.com |
| Prices, custom subscriptions, more than the sliders cover | sales@sufflera.com |