Why do we no longer receive messages from Facebook and Instagram? | Community
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Hi everyone,

There haven’t been any recent changes made to our account, but we suddenly stopped receiving messages from Facebook and Instagram starting around July 1st. We tried disconnecting and reconnecting the channels, but encountered a strange bug, on one browser it shows as connected, while on another it doesn’t.

Could anyone help us troubleshoot this issue so we can start receiving messages from those platforms again?

Thanks in advance for your help!

Hey ​@Emma 👋 Jacques here from Intercom Support. I hope all is well today!

Could you try these following steps:

  • Ensure the person reconnecting the accounts is an admin, editor, or moderator of the Facebook page and Instagram Business Account. If Two Factor Authentication (2FA) is required for the business, the user must also have 2FA enabled.
  • If issues persist, completely uninstall and reinstall the Facebook and Instagram apps from the Intercom App Store while in an incognito window, then remove and re-add the accounts.

These steps address common causes like invalidated authentication tokens or permission issues. If you still face issues, feel free to reach out to our support team via the Messenger so they can do some deeper troubleshooting for you! :)

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