Troubleshoot Claude Tag in channels and DMs changedclaude-tag/users/troubleshooting
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### Group DMs aren't supported yet ### Group DMs aren't supported
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532532**What it means**
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534Where you message Claude determines which connectors apply. A channel session uses the connections an admin attached to it. Claude can also [use your personal connectors there](/docs/claude-tag/concepts/personal-connectors) for your own tasks, after you allow it. A DM runs on your own claude.ai account and uses that account's connectors.
534Where you message Claude determines which connectors apply. A channel session uses the connections an admin attached to it. Claude can also [use your personal connectors there](/docs/claude-tag/concepts/personal-connectors) for your own tasks, after you allow it. A one-to-one DM runs on your own claude.ai account and uses that account's connectors.
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536536You set up and authenticate connectors on claude.ai under **Customize > Connectors**; Slack has no connector settings of its own. The [settings map](/docs/claude-tag/concepts/settings-map) covers every settings surface.
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589589**Your individual extra usage limit**
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591In a DM, usage is billed to your seat. When your own extra usage limit is the cap, Claude posts:
591In a one-to-one DM, usage is billed to your seat. When your own extra usage limit is the cap, Claude posts:
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593593> You've reached your individual extra usage limit, so I couldn't finish this turn. A Claude.ai organization owner can raise your limit in Claude.ai admin settings (Usage), or it resets when your next usage period starts. Once either happens, mention me to retry.
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631631## DMs aren't working
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633DMs run on your own Claude account rather than the organization's agent. They need a qualifying seat (a seat that includes Claude Code, or on the Enterprise plan a **Standard** or **Usage-Based Chat** seat when the member also has Cowork), and they use your personal connectors rather than the channel connections. If channels work but DMs don't, first check that your Claude account is connected; DM `@Claude` and it prompts you to connect if it isn't.
633One-to-one DMs run on your own Claude account rather than the organization's agent. They need a qualifying seat (a seat that includes Claude Code, or on the Enterprise plan a **Standard** or **Usage-Based Chat** seat when the member also has Cowork), and they use your personal connectors rather than the channel connections. If channels work but DMs don't, first check that your Claude account is connected; DM `@Claude` and it prompts you to connect if it isn't.
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635635### I get an environment error in a DM
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643643**What it means**
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645DMs run on your own claude.ai account rather than the organization's setup, which is why this appears there and not in channels. It's usually a brief lookup failure rather than a missing environment.
645One-to-one DMs run on your own claude.ai account rather than the organization's setup, which is why this appears there and not in channels. It's usually a brief lookup failure rather than a missing environment.
646646
647647**How to resolve**
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664664**What it means**
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666Your seat doesn't qualify for DMs. A seat that includes Claude Code always qualifies; on the Enterprise plan, a **Standard** or **Usage-Based Chat** seat also qualifies when you have Cowork. Mentioning `@Claude` in a real channel doesn't depend on your seat type and keeps working.
666Your seat doesn't qualify for one-to-one DMs. A seat that includes Claude Code always qualifies; on the Enterprise plan, a **Standard** or **Usage-Based Chat** seat also qualifies when you have Cowork. Mentioning `@Claude` in a real channel doesn't depend on your seat type and keeps working.
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668668**How to resolve**
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674674**What you see**
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676Claude replies when you DM it:
676Claude replies when you DM it or mention it in a group DM:
677677
678678> Your Claude admin has disabled sending direct messages to Claude.
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680680**What it means**
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682DMs are turned off organization-wide.
682DMs are turned off organization-wide, which covers group DMs too.
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684684**How to resolve**
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686686Use a channel instead, or ask your admin about enabling DMs.
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688### Group DMs aren't supported
688### Group DMs aren't supported yet
689689
690690**What you see**
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695695
696696**What it means**
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698Claude works in channels and one-to-one DMs only.
698Claude can't answer in this group DM. These are the usual causes:
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700* Claude doesn't work in group DMs for your organization. It works in [group DMs](/docs/claude-tag/users/group-dms) on the Team plan, and for some organizations on the Enterprise plan.
701* The group DM includes someone from another company, through Slack Connect.
702* Your company uses Slack Enterprise Grid, and Slack shares the group DM across the Grid's workspaces.
703
700704**How to resolve**
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702Start a private channel with the same members instead.
706Ask Claude in a channel or a one-to-one DM instead. No admin setting makes Claude work in group DMs for an organization. If you're an admin, [Group DMs](/docs/claude-tag/admins/restrict-access#group-dms) covers how who is in a group DM, and how Slack shares it, can change whether Claude answers.
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704708### Agents can only be added at the start of direct messages
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