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HomeDocsClaude Documentation 4 Nov 2026
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Troubleshoot Claude Tag in channels and DMs changedclaude-tag/users/troubleshooting

Nearest release: v2.1.318, published 22 hours before upstream edited the page. Shown because the two are within 24 hours of each other. Nothing here says the release caused the edit.

Upstream edited this page at 4 Nov 2026 19:55 UTC, give or take a minute or two: the time comes from Anthropic’s own sitemap rather than from a commit. This site recorded the change at 4 Nov 2026 20:07 UTC.

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651651 
652652## DMs aren't working
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654One-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.
654One-to-one DMs run on your own Claude account rather than the organization's agent. To use them, you need either a seat that includes Claude Code or, on the Enterprise plan, Cowork access on a **Standard** seat or a usage-based **Chat** seat. DMs also use the connectors on your own Claude account 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.
655655 
656656### I get an environment error in a DM
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684684 
685685**What it means**
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687Your 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.
687Your seat doesn't qualify for one-to-one DMs. To qualify, you need either a seat that includes Claude Code or, on the Enterprise plan, Cowork access on a **Standard** seat or a usage-based **Chat** seat. Mentioning `@Claude` in a real channel doesn't depend on your seat type and keeps working.
688688 
689689**How to resolve**
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