Tracking paused or no presence? Fixing common iLS problems

Most iLS problems have one of three causes: Instagram stopped accepting your saved session (reconnect on the IG Account page), the contact's activity status or your shared DM thread is missing, or the username isn't exact. The message on the Tracker usually tells you which one it is.

This guide lists the messages you're most likely to see, what each one means and how to fix it. Problems during the connect step itself, such as a code that doesn't arrive, are covered in how to connect your Instagram account.

Why does the Tracker say "Tracking paused"?

Instagram stopped accepting the session iLS saved when you connected, so iLS stopped checking. Sessions end for ordinary reasons: you changed your Instagram password, you logged out of all sessions, or Instagram ended an old one. Instagram's login activity shows which devices have recently signed in to your account.

1. Press Resume tracking first. Sometimes the session still works and checks carry on.
2. If it still can't read, press Reconnect account. That takes you to the IG Account page to sign in again, as you did the first time.

Reconnecting doesn't delete anything. Your contacts stay on the Tracker and their readings stay on the Report. You'll also see "Your Instagram session expired. Reconnect your account to keep tracking." if you press Check again while the session is dead; the fix is the same.

A paused session on its own doesn't mean Instagram has restricted your account. If you think it has, see your Instagram account and the ban risk.

Why does a contact say "No presence to show yet"?

The check worked, but Instagram showed no activity status for that person. On the Report these readings appear as No signal. (How to read your iLS report explains every status.) Almost always, one of these is true:

• One of you has activity status off. Instagram shows status only when both people have it on. Check yours first, since turning yours off hides everyone else's too. See how to turn on activity status.
• They haven't been active for a long time. Instagram stops showing a time after a while. Give it a day.
• They've blocked you. Instagram doesn't show a blocker's status, and there's nothing iLS can do about that.

What does "We couldn't find that person in your Instagram DMs" mean?

iLS looked through your DMs for the username you typed and didn't find a conversation with it. Check two things:

• The username is exact. Copy it from their profile if you can. The @ is optional, but a single wrong character won't match. If they changed their username recently, use the new one.
• You've messaged them before. iLS can only read someone you already have a DM thread with, where you've sent at least one message.

Why does a contact say "Not being checked"?

You're tracking more contacts than your plan currently allows, so the extra ones are skipped. iLS keeps checking as many as you're allowed, oldest first. This usually happens after moving to a smaller plan or when extra contacts stop counting.

Fix it by stopping some contacts or getting more on the Billing page. See how to add and manage contacts for how limits work.

If the Billing page says This plan has ended, so we've stopped checking your contacts, your plan is no longer active and checks have stopped for everyone. Choose a plan to start again. If it says Payment failed, update your card through Manage or cancel; Stripe retries for a few days before the plan stops.

Why did a reading fail?

"Instagram didn't load their status this time. Try again in a moment." means one check couldn't read the page. It happens now and then and the next scheduled check usually works. You don't need to do anything unless a contact shows a long run of Failed readings on the Report; then check the Tracker for a paused session or another message.

Why didn't an alert arrive?

Check Recent alerts in Settings → Notifications first: it shows whether the alert was delivered, failed, held back or had no device to go to. If there's no entry, the contact may be muted or paused, or iLS never saw them come online. Alerts don't work on iPhone yet. Each case is explained in how to get a notification when someone comes online.

What can't you fix from your side?

• A block. If they've blocked you, Instagram shows you nothing and neither can iLS.
• Their settings. If they turn activity status off, the readings stay empty until they turn it back on.
• Changes Instagram makes. Instagram changes its app and its rules. When that affects reading, it's on us to fix, not you.

If a message isn't covered here, or a problem outlasts the fixes above, email support@iglastseen.com with what the page says.