Troubleshoot Claude Tag in channels and DMs changedclaude-tag/users/troubleshooting
Upstream edited this page at 27 Sep 2026 15:09 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 27 Sep 2026 15:37 UTC.
Upstream edited
Recorded here
Lines+2added
Lines−2removed
From line
610
where the diff opens
First seen
14 Aug 2026
this site's first read of the page
Recorded edits20to this page, all time
The whole hunk
from line 610, old and new numbered
/
from line 610
610610
611611## DMs aren't working
612612
613DMs run on your own Claude account rather than the organization's agent. They need a seat that includes Claude Code, 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.
613DMs 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.
614614
615615### I get an environment error in a DM
616616
from line 643
643643
644644**What it means**
645645
646Your seat type doesn't include the Claude Code engine that powers DMs. Mentioning `@Claude` in a real channel doesn't depend on your seat type and keeps working.
646Your 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.
647647
648648**How to resolve**
649649
No line in this hunk matches that.