Short answer: Most "missing" comments are not lost. First check the Done tab and your filters, then check that the channel is still connected and that you have credits left. Facebook, Instagram, TikTok, LinkedIn and Google Reviews push new comments to replient.ai as soon as they are posted. YouTube and the app-store channels are checked every few minutes, so they can take a little longer.
1. Look in the Done tab and clear your filters
Comments are sorted into Open and Done. A comment moves to Done when it was answered, liked, hidden or finished by an automation – so it can look "missing" in Open.
Open Comments, switch to the Done tab (1) and search for the commenter or the text.
Remove active filters such as Platform, Date Range, Reply status, Post type or Language.
To find comments handled by an automation, use the Reply status filter: Answered by automation, Hidden by automation or Deleted by automation.
Your own replies are not listed as separate comments. They appear inside the thread of the comment you answered.
Open the comment and click Show Activities (2). The Activity Protocol tells you who or what handled it – for example an automation, a teammate, or the platform itself (shown as Instagram (outside of replient) when someone replied directly in the app).
Two common reasons a comment goes straight to Done:
An automation with the action Mark comment as done matches it, for example one you built to keep a giveaway post out of your inbox. See Why isn't my comment automation triggering? for how to read the automation list.
In Learning, the setting Move comments automatically to done, if they were answered or liked is switched on.
2. Is the channel still connected?
If a connection breaks, replient.ai shows a banner: There is an issue with your [channel] connection – All comments using this connection cannot be managed as expected. Click Reconnect in the banner.
You can also check it any time: open Learning. Under Connected social media accounts every channel shows a badge, Active or Inactive. For an inactive channel, click the three dots on the card and choose Reconnect.
Typical reasons for a broken connection: you changed your password, you removed a permission, or the platform logged you out for security reasons.
replient.ai emails you when a channel disconnects, and reminds you after 3 days and after 7 days if it is still disconnected (unless you switched off this email in your notification settings).
If the channel is still disconnected after 14 days, replient.ai stops listening to it. Reconnecting starts it again.
When you reconnect Facebook or Instagram, make sure you grant everything that Facebook asks for. If the permission screen shows your earlier choices, click Edit previous settings and choose All pages and future pages in each step. You also need admin access to the page.
3. How fast do comments arrive?
replient.ai uses two ways to get a comment. Where the platform supports it, the platform sends a notification the moment a comment is posted. On top of that, replient.ai regularly checks your recent posts and picks up anything that was missed.
Platform | How comments arrive | Catch-up check |
Instantly, by notification from Facebook | Every hour for posts of the last 28 days. Once a day also for posts up to 90 days old. | |
Instantly, by notification from Instagram | Every hour for posts of the last 28 days. Once a day also for posts up to 90 days old. | |
TikTok | Instantly, by notification from TikTok | Every hour for recent videos |
Instantly, by notification from LinkedIn | Every hour for recent posts | |
Google Reviews | Instantly, by notification from Google | Every hour |
YouTube | No notification. replient.ai asks YouTube. | Every 5 minutes |
Google Play Store, Apple App Store, Ausgezeichnet.org | No notification. replient.ai asks the platform. | Every 10 minutes |
So if a notification gets lost, the comment shows up with the next hourly check at the latest. Comments on very old posts are the exception: the hourly check only covers recent posts.
YouTube also limits how many requests all apps together can make per day. The limit resets at midnight Pacific Time. If it is used up, new YouTube comments can show up later than usual.
4. Comments from before you connected
When you connect a channel, replient.ai does not import your whole history into the inbox:
It loads your most recent unanswered comments – at least 20 and up to 50 per channel – and keeps the newest ones in Open with AI reply suggestions. Older unanswered comments are not added to Open.
Comments you already answered are only used to learn your tone of voice (up to 2 years back).
On YouTube, Google Reviews, Google Play Store and Apple App Store, the regular checks only import comments and reviews that were written after you connected the channel.
Automations only run on new comments. They do not process comments that were imported when you connected.
If you need an old comment, open it on the platform and reply there. replient.ai cannot import individual older comments afterwards.
5. Ads, partnership posts and mentions
Facebook and Instagram ads (including ads that are not visible on your page). Connect Instagram with the Instagram option (via Meta Business Suite), not Instagram (organic). The organic login does not receive ad comments. Also grant the ad-account permissions when Facebook asks for them. See Instagram vs. Instagram Organic and Does replient.ai work with Facebook ads?. In your comment list, the filter Post type → Ad post shows only ad comments.
TikTok ads. Connect your ad accounts in Learning: click the three dots on the TikTok card and choose Connect ad accounts. Without it you only see comments on your organic videos.
Partnership ads and collab posts. These come in through Influencer partners. Your partner has to connect first. See Manage comments on Facebook and Instagram partnership ads and co-posts. The filter Partnership ads & collab posts lists them. For YouTube, add the video under Partnership videos in the channel menu.
Mentions. Facebook and Instagram mentions arrive as separate entries, Mention in post or Mention in comment. Use the filter Mention in post/comment. Instagram story mentions arrive as direct messages instead. See Will I also see mentions in posts or comments?.
6. Platform notes
TikTok: TikTok first holds new comments back for its own moderation. A comment that TikTok does not publish stays hidden on TikTok, and replient.ai cannot release it. The Activity Protocol then shows Likely blocked by TikTok moderation.
Instagram GIFs and some emoji-only comments cannot be displayed. They show as empty. See Can I see Instagram comment GIFs?.
Direct messages are a different topic. Instagram conversation routing only affects DMs, not comments. If DMs are missing, see How do I set up Conversation Routing for Instagram?.
TikTok comments don't show up at all: Open Learning and check that TikTok shows Active. If not, reconnect it and allow all permissions. If it is active and comments are still missing, send us a screenshot of the missing comment from the TikTok app in the chat.
7. Credits: "Waiting for credits"
When your credits run out, processing pauses. New comments still arrive, but they are not analysed, get no AI reply suggestion and no automation runs on them. Such a comment shows Waiting for credits and a banner on top says Processing paused.
The comment is processed automatically as soon as credits are available again. Click Add credits or upgrade your plan. Team members who are not the account owner see the owner's email address and need to ask them. See How do credits work?.
Still missing?
Send us a message in the chat with: the platform, the date and time of the comment, a link to the comment on the platform, and a screenshot of your Learning page showing the channel status. With that we can check quickly whether the comment ever reached replient.ai.