Troubleshooting
Fast answers to the questions support hears most often.
Getting started
Section titled “Getting started”I signed in but I cannot see any creators. Your role is scoped to assigned creators and none have been assigned yet. Ask your manager to assign you in Settings → Team.
The panel does not open. Click the Sufflera toolbar icon and choose Open the panel. Make sure the icon is pinned — click the puzzle-piece icon in Chrome’s toolbar and pin Sufflera.
I have been signed out. Sign in again from the extension popup. Sessions expire periodically for security.
Working in a conversation
Section titled “Working in a conversation”The panel shows the wrong creator. Open the extension popup and change the creator you are acting as. This setting determines whose voice every draft is written in, so switch it before opening the inbox.
The panel is showing a different fan than the one on screen. Switch conversations once more, or reload the page and reopen the panel. The panel follows the active conversation.
Generate is greyed out. Three possible reasons:
- Your monthly draft allowance is used up. Check the popup, and see Billing.
- Your role does not include draft generation. Ask your manager.
- Your account’s subscription is suspended. Check Settings → Billing.
Insert and Send are unavailable. These act on the conversation on screen. They become available when a supported conversation is open. Copy is always available.
Insert or Send said the conversation changed. You moved to a different conversation after the draft was generated. This is the safeguard that prevents one fan’s message reaching another. Return to the original conversation, or generate a fresh draft.
The draft is in the wrong language. Open the Fan tab and set their language, then lock it. A locked language is never changed automatically. See The Fan Profile.
Draft quality
Section titled “Draft quality”The drafts are too generic. The persona needs more detail. Open the Creator Studio and complete the identity fields, add two or three example exchanges, and add catchphrases. This is the highest-impact change available. See Creators and Personas.
The drafts are too long or too short.
Set Reply length on the creator. For a one-off, use the hint box: much shorter, two lines.
It keeps making the same mistake with one specific fan. Write a standing instruction in that fan’s Instructions for the AI field — “never mention his ex-wife”, “do not pitch, he is here for conversation”. It applies to every future draft for that person.
It used a phrase we never use. Add it to the creator’s Forbidden phrases. It will never appear again.
A draft arrived with a note suggesting a closer look. The conversation moved somewhere that benefits from a human read. Review it, adjust or hint and regenerate, and send. See Draft Quality and Review.
Automation
Section titled “Automation”Nothing is happening automatically — no drafts and no sends. If Start in the top row is greyed out, the line beside it says why. Otherwise work down the Autopilot tab, in this order:
- Autopilot is engaged — 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 switched on under The autopilot works on. A switch showing 0 fans has nobody in that group; one greyed out with fans in it has been locked by your manager. Both on 0 fans means no fan is set up for the autopilot at all.
- The fan’s reply mode matches that group. Their mode is inside Lock on one fan, under Where it works. A fan on Manual is never touched.
- Automatic sending is not paused — a paused creator says so in an amber line under the top row. It is un-paused from the extension popup or Creator Studio, not from this tab.
Nothing is being sent, but drafts are appearing. That is exactly what the Draft only group does. To send automatically the fan has to be on Draft and send, the second switch has to be on, and your manager has to have unlocked that group for this creator in Creator Studio.
A group switch is greyed out and says my manager switched it off. That is a per-creator setting in Creator Studio → Tools → What the autopilot may do here. Only managers and owners can change it.
Autopilot switched itself off. It stops deliberately in several situations, and always tells you why: the tab was closed, the page was reloaded, the browser restarted, you changed creator, several attempts failed, or your draft allowance is running low. Re-engage from the Autopilot tab — your switches, scope and window are remembered.
Autopilot says it is waiting for a fan’s chat. That is a session locked to one fan whose conversation is not on screen. A reply can only be typed into an open conversation, so it waits. Open that fan’s chat and it carries on. Moving between conversations never switches it off.
Autopilot will not sweep all conversations. The sweep works on OnlyFans and Fanvue. On Fansly, lock on a fan.
Autopilot is not reaching every conversation in the list. The platform loads the conversation list as you scroll, and the sweep reads what has been loaded. On a long list, run several passes, or scroll the list before engaging.
A message was held back instead of being sent. The panel states the reason — distress, a complaint, a banned topic, quiet hours, a new relationship, or a draft needing review. The four you control are listed on the Autopilot tab under A reply is held back when:. The draft is waiting for you.
Autopilot is sending too slowly. That is by design. It works at a human pace with a strict ceiling of 20 messages an hour. The panel tells you how long a full pass will take before you engage it.
History
Section titled “History”A fan’s history looks incomplete. Run Collect everything for that conversation from the Draft tab, or an account-wide import from Settings → Chat history. See Conversation History.
Some imported messages have no date. Set your creator account’s platform interface language to English and re-run the import. Date headings are read from the platform’s own interface.
A conversation says it was skipped. “Only what’s new” skips conversations where nothing appears to have changed. Run Collect everything to force 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 resumes automatically.
My account is suspended. The grace period elapsed. Add funds and start the subscription again from Settings → Billing. Your data is intact.
A renewal failed but I have topped up since. Nothing to do. The renewal retries by itself within the hour and the account returns to Active. Your renewal date does not move while you are late.
I ran out of drafts. Buy a draft pack from Settings → Billing. It applies immediately. If this happens every month, raise your monthly number instead — an increase also takes effect immediately and you only pay the difference.
My draft counter dropped to a round number overnight. That is your renewal. The counter is reset to what your subscription grants at every renewal, and whatever was left — including drafts from a pack — does not carry over. The renewal date is shown next to the counter.
A creator has become read-only. Your account holds more creators than your subscription allows, usually after you decreased it. Archive a creator you no longer need, or raise the number again — the oldest creators are the ones that keep working. Your team is never affected by a billing change.
A team member cannot see a creator. Their role is assigned-scope and that creator has not been assigned to them. Update the assignment in Settings → Team.
Someone left the company. Disable them rather than deleting. Access is revoked instantly everywhere, and their work history is preserved.
How many people can we add? As many as the work needs — team size is not priced and does not depend on your subscription. A technical maximum exists to prevent abuse; if you are near it, write to support@sufflera.com.
Still stuck?
Section titled “Still stuck?”Open Settings → Page diagnostics in the side panel and copy the report — it describes what the panel can currently see, with no message content included.
Send it to support@sufflera.com along with what you were doing and roughly when it happened. The report contains no message text, so it is safe to send as it is.
Reaching the right desk
Section titled “Reaching the right desk”| Subject | Where |
|---|---|
| Anything technical, and 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 |
| Rates, custom subscriptions, scale beyond the public sliders | sales@sufflera.com |