# Troubleshooting: Lana does not reply _Getting started · 5 min read · Updated 2026-10-23 · https://lanachat.ai/guides/lana-does-not-reply/_ When Lana stays silent, one of a handful of switches is off: the account, the brain, the balance, the licence, Telegram itself, or that one fan. Check them in the order below; each section says where to look and what to do. ## First: is it every fan, or only one? 1. Open **Live Convs** and look at a few recent conversations of the creator. 2. If no fan gets a reply, the cause is on the creator side: go through sections 1 to 5. 3. If only one fan gets no reply, the cause is on his side: go to section 6. ## 1. The account is paused or not connected **Where to look:** **Telegram Accounts**, the creator's rows. - **Paused**: the **AI** switch of the row is off. Turn it on, or use **Resume AI replies** in the row's **Actions** menu. - **Waiting for Telegram**: Telegram has not confirmed the connection yet. Open **Finish connecting** in the row's **Actions** menu to see what is left. Sending the account a message from another Telegram account often wakes the connection. - **Connection issue**: the reason is written under the chip. *Reply permission is off in Telegram*: in Chat Automation, turn on Manage Messages with Reply to Messages. *Bot stopped: webhook not reachable*: press **Reconnect**. In Live Convs, a conversation whose account is the problem says why under the reply box, with **Open in Telegram Accounts**. See [Connect Telegram accounts](https://lanachat.ai/guides/connect-telegram/). ## 2. The AI Brain is paused, or missing **Where to look:** **AI Brain**, the switch next to the brain picker. - **Paused**: a paused brain doesn't reply to fans. Click it to switch back to **Active**. You need the right to edit AI Brains. - No brain at all: in **Creators**, the line under her name says "No AI Brain yet". Create one for her or link one in **AI Brain**. See [Create and link a brain](https://lanachat.ai/guides/create-and-link-a-brain/). ## 3. The balance is at $0 **Where to look:** the balance at the bottom of the sidebar, and **Billing**, tab **Overview**. At $0, Lana pauses on every account of the workspace. The Overview shows a red banner, **AI paused, CRM read-only**. [Top up](https://lanachat.ai/guides/top-up-your-balance/): everything starts again where it stopped. See [When your balance runs low or hits $0](https://lanachat.ai/guides/low-or-empty-balance/). ## 4. The licence has expired **Where to look:** **Billing**, tab **Licences**, the **Telegram accounts** table. Filter on **Expired** or **No licence**. An account whose licence has ended shows a red **Expired** badge, and Lana stops on that account. Press **Renew**, or **Assign** a licence from your stock. With an empty stock and less than $19 on the balance, nothing can renew. See [Licence expiry and auto-renew](https://lanachat.ai/guides/licence-expiry-and-auto-renew/). ## 5. Telegram itself blocks the reply **Where to look:** the strips above the reply box in **Live Convs**. - **Reply window closed: he has to write first**. Telegram only allows replies within 24 hours of the fan's latest message. Wait for him to write again. - **He blocked the bot: messages cannot reach him**. Nothing can be sent until he unblocks it. ## 6. Lana is off for this fan only **Where to look:** the conversation in **Live Convs**, and his status in **Fans**. - **AI paused, you're replying**: someone took over. Use **Hand back to AI** or the **AI replies** switch. - **AI has stopped**, with a reason: press **Resume AI** if the reason allows it. - **Paused · Human takeover**, **Paused · Staff** or **Awaiting staff** in Fans: a person is in charge of this fan. - **OFF** (Underage, Crisis / distress, Coercion, Illegal request, Asked to stop): the AI stopped on purpose. > Warning: Never restart the AI on a fan marked **OFF** for a safety reason, and never sell to a fan flagged as a minor. See [When a fan is a minor, in distress or asks to stop](https://lanachat.ai/guides/minor-distress-or-stop/). ## Still silent? Write as a fan in the [Playground](https://lanachat.ai/guides/playground/) with the same creator. If she answers there, the brain works and the cause is one of the switches above. If the reply says "Held by the safety agent", the message would have been blocked for a real fan too. ## Related - [Go-live checklist](https://lanachat.ai/guides/go-live-checklist/) - [Connect Telegram accounts (and what a business connection is)](https://lanachat.ai/guides/connect-telegram/) - [When your balance runs low or hits $0](https://lanachat.ai/guides/low-or-empty-balance/) - [Licence expiry and auto-renew](https://lanachat.ai/guides/licence-expiry-and-auto-renew/)