Fix a silent Facebook Page or Instagram account

The channel shows as connected. You can send a reply out by hand. But when someone DMs your Facebook Page or Instagram account, or comments on a post, nothing appears in the Inbox and no error appears anywhere either. On Facebook and Instagram there are four things that cause that, and from the outside they look identical: the profile reads as healthy and nothing happens. This page is how you tell them apart.

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Start here: has anything ever arrived?

Open Configurations → Reports and select the Logs tab. Select Filters, set Event to Messages and Status to Success, and make sure the profile you’re chasing is the selected channel. Every inbound DM writes one row here, reading Inbound Facebook message from … or Inbound Instagram message from …. See Reading the Logs page if the filters aren’t showing what you expect. Also look for one specific error row while you’re here. Set Event to Errors and Status to Error and look for Inbound Facebook received for a profile with no channel (or Instagram). That row is cause 2 naming itself, and it is the only one of the four that announces itself in Logs. It shows whatever channel you have selected, so you don’t need to hunt for it.

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Cause 1: the same profile is connected in two workspaces

A message from Meta says which Page or Instagram account it is for. It does not say which DMLY workspace it is for. So if the same profile is connected in two workspaces, DMLY has to choose one, and everything (the Contact, the conversation, the automations) happens there. The other workspace sees nothing at all, with no error, because as far as it knows nobody wrote to you. The copy that wins is the most recently connected one whose connection is still valid and has a working Channel behind it. That’s why this often starts on the day somebody connected the Page somewhere else. It usually happens one of three ways: an agency connected a client’s Page in the agency’s own workspace as well as the client’s, someone connected the Page in a second workspace to try something out, or an old workspace nobody uses still has it. You can fix this yourself. Disconnect the profile from the workspace that shouldn’t have it (Integrations → Channels), and inbound starts landing in the one that should. Check every workspace you have, not just the one you’re standing in.

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Cause 2: the profile has nothing behind it in DMLY

A connected profile needs a Channel behind it before anything can happen. When that link is missing, Meta delivers the messages and DMLY has nowhere to put them: comments are dropped outright, and DMs land in a thread no automation can pick up. It looks exactly like a profile that is connected and reacts to nothing, because that is what it is. The tell is the error row named above: Inbound Facebook received for a profile with no channel, which also tells you the fix in its own words. You can fix this yourself. Connect the profile again: Integrations → Channels, the same tile you used the first time, and pick the same Page or account. See Connect a Facebook Page or Connect Instagram for the steps. That rebuilds the missing link and asks Meta to start delivering again.

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Cause 3: your automations point at a profile that no longer exists

This is the one where messages do arrive and the bot still says nothing. Every automation is tied to the Channel it was built on. If a profile is disconnected and then added again, DMLY files it as a new Channel, and the automations built on the old one still point at something that isn’t there. They match nothing, forever, and nothing reports it as an error, because as far as the bot engine is concerned this profile simply has no automations. The tell is on the Automations list: it only ever shows the profile you currently have selected, so automations tied to the old record disappear from the list altogether. If your flows seem to have vanished after you removed and re-added a profile, they haven’t been deleted, they are attached to the old record. You can fix this yourself, but it means rebuilding. No screen moves an automation from one profile to another, and an orphaned one won’t appear in the list for you to open, so build it again with the current profile selected. If it’s a large flow you’d rather not rebuild, ask DMLY support before you start: tell them which profile you re-added, and roughly when.

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Cause 4: the account was never subscribed to receive anything

The signature here is absolute silence: not one message has ever arrived since the day you connected the profile. Sending can still work, which is what makes it so confusing. Connecting a profile does two separate things: it stores the credentials that let DMLY send, and it asks Meta to start delivering that profile’s messages. If the second half didn’t take, you get a profile that sends fine and never receives. On Instagram this is the common one, because Instagram messages are delivered through the Facebook Page your Instagram account is linked to, not through the Instagram account itself. If DMLY couldn’t work out which Page that is at the time you connected, there was nothing to ask, so Meta has never sent anything. On a Facebook Page it happens when Facebook refused the request, which is usually a permission that was declined on Facebook’s own approval screen. Declining any one of the messaging permissions is enough to leave the Page connected and silent. You can usually fix this yourself. For Instagram, first confirm in Meta Business Suite that your Instagram professional account is linked to a Facebook Page and that you’re an admin of that Page. Then, for either, connect the profile again from Integrations → Channels and approve every permission Facebook asks for. Connecting works the Page out again and re-asks Meta to deliver, so the action is the same one as for cause 2. If you have done that and a full day passes with still nothing, stop retrying and contact DMLY support. Tell them: which profile it is, that no message has ever arrived, and that you have already reconnected and (for Instagram) confirmed the Page link. That is enough for them to check the delivery side, which isn’t something you can see or change from your account.

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Which one do I have?

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