The bot cannot send DMs
A member did not get the ticket-opened confirmation, the close notice, the rating prompt, a staff reply or a welcome DM.
SUPREO sends direct messages for several things: the ticket-opened confirmation, staff replies in DM tickets, the close notice and rating prompt, auto-close reminders, verification reminders and appeals, the welcome card copy. Discord only delivers a bot's DM if the member allows it.
Why a DM is not delivered
- Direct messages from server members are off for this server, in the member's Privacy Settings — or globally in User Settings → Privacy & Safety. This is by far the most common cause.
- The member blocked the bot.
- The member left every server they share with the bot: a bot can only DM someone it shares a server with.
The bot cannot tell in advance. When a delivery fails it says so where it can — a could not DM notice in the ticket channel, Members whose DMs are closed simply do not get it on the welcome page.
What the member should do
- Open the server, click its name → Privacy Settings → turn on Direct Messages.
- Check User Settings → Privacy & Safety → Enable message requests from server members (the wording varies by client).
- Unblock the bot if they blocked it.
Testing
Welcome → Send me a test by DM delivers a card to you. If that fails, your own DMs are closed for this server — a quick way to reproduce what a member sees.
DM tickets
In DM tickets the member started the conversation, so their DMs are open by definition. If replies stop reaching them, they closed DMs or blocked the bot mid-conversation; the ticket channel shows a delivery failure for each reply.