Unanswered questions

Hey Manychat Community 👋Like many others here, we're receiving the message that Follow-to-DM is not available for our account. We've read through the FAQ and existing threads and understand that eligibility is controlled by Meta.That said, we'd like to formally add our voice to the growing number of businesses requesting more clarity:• Is there any way to actively apply for or request beta access?• Which factors influence eligibility - follower count, engagement rate, account age, connection method?• Is there an estimated timeline for the general rollout?More transparency on this would go a long way. Thanks for everything Manychat is building.Yannik - Clearstone GmbH, Germany

I have a few flows set up that are triggered by keywords in a comment or DM. The flow leads to asking for their name and then their email, which is then sent to my email platform. Then it delivers a freebie. However-- any conversation started in my DM’s, regardless of whether any of the trigger words were used, starts the flow. And it will repeat and repeat in the middle of conversations. It’s extremely frustrating and even rude. Why might it be doing this? 

Hi, everybody. I run a retail shop and we’re having some trouble to identify witch ad brought a customer to our whatsapp, instagram and facebook account. While on meta platform the message come like this:We don’t have this record on the manychat’s platform. How can we get the ad id or another info to track from wich ad this customer came?

Hi everyone,I currently have a ManyChat Pro account (99$/month) connected to my Instagram page.My Instagram and Facebook pages are already connected. If I want to use automations on Facebook as well, do I need to purchase another Pro subscription and pay double, or does my existing Pro account cover both Instagram and Facebook when they're linked to the same business?If I can set this up, please explain how as I’ve tried already with no successThanks!

Manychat was connected and working with my Instagram creator account.  I switched it briefly to a business account, but switched it back. Refreshed manychat’s permissions, but now can’t get manychat to recognize the account and connect to it. I need to automate something asap. Can anyone help troubleshoot. I just made a new post on my main feed to test it but manychat still isn’t seeing it. When I look at the permissions on Manychat it still says the IG is a “ Business Portfolio” which it’s no longer . How to change that? Or maybe that’s not the issue on why manychat isn’t connecting and picking up new posts? I’m stumped. Thank you. 

Hi! I'd like to know if there's any way to track which ad my Instagram messages start from. I need to be able to fully track my prospects' journey through these campaigns and my ManyChat automations. Thank you.

Hi, my Instagram comment-to-DM automation is not firing at all.Account: @josepaldosaConnection type: New Enhanced ConnectionAutomation: LIVETrigger: Instagram user comments on a specific ReelKeyword: test / TestReel selected: correct viral ReelTests: done from other Instagram accounts, as new top-level comments, not repliesDelay: waited more than 1 hourResult: 0 sends / 0 executionsThings already done: Refreshed permissions multiple times Deleted Instagram channel from ManyChat and reconnected from scratch Accepted Meta permissions again Confirmed there are no native Meta automations intercepting comments Confirmed Instagram is professional and linked to the correct Facebook Page Tried Quick Automation and manual setup The comment appears on Instagram/Meta, but ManyChat never receives/triggers it Question:Can you check server-side whether Instagram comment webhooks are being received for @josepaldosa and whether the Post/Reel Comment trigger is correctly registered for this

I’m trying to connect my business page. I have confirmed all permissions via my personal facebook page. My business portfolio comes up as an option in the drop down menu but I can’t select it. It’s greyed out. I’ve gone through the troubleshooting process on Manychat but I can’t seem to get any further than this.  

Hi everyone! I've set up an automation and I'm seeing a very worrying discrepancy between my "Sent" and "Delivered" metrics, and I'm hoping someone can help me figure out what's going wrong.Here is how my flow works: Trigger: User leaves a comment on a Facebook post. Message #1: Bot sends a message with a button asking them to confirm they want a link to a free test. (Sent as 'as Private Reply'). Action: User clicks the button, receives the message with the link, and a Smart Delay of 45 minutes starts. Message #2: A follow-up message checking in on their test results and offering a low-ticket paid product. The Problem: My "Delivered" rates are drastically lower than the "Sent" rates, despite everything happening well within the 24-hour interaction window. In Message #1, it shows 210 Sent, but only 55.7% Delivered. In the follow-up Message #2, it shows 22 Sent, but an abysmal 9.1% Delivered! (which means practically no one is getting the follow-up).     

ManyChat (info@email.manychat.com) has sent me repeated offers for 3 mos. free if I upgrade to Essential. I have tried repeatedly to access this offer, which the email said would appear on my account page. I don’t see it. This is frustrating. If anyone else has faced this and figured it out, I’d welcome the support. 

Comment to DM feature for both IG and FB is not working for me. This appears to be a manychat issue. Please confirm if this is a known outage and the fix.

I have many chat pro version and I can’t connect my Instagram to it. I have my Facebook business page connected but it won’t connect to my Instagram. Do you not get two channels with the pro version?

Hello everybodyAre there any update with the TikTok comments, we need to reply a comment and direct message them just like IG please. thank you

The public replies on my reels are not working. When the user commented specific keywords, manychat only sent DMs to the user, but didn’t reply to them in public comment. Here’s my automation.   

Bom dia, pessoal. Ontem eu comecei a usar as automações de New Follower e também de responder comentário de um post específico com DM, mas hoje tive uma restrição, que ja foi resolvida e retirada, mas as automações não voltaram a acionar. Já desconectei e conectei a conta, já atualizei as permissões e não volta a funcionar, alguém me ajuda, por favor?

Quando as pessoas comentam no post, a automação é feita e dispara a mensagem, mas a pessoa não recebe.Na minha página vejo que a mensagem foi disparada, mas se entro na DM da outra pessoa não tem nada. Testei em várias contas e realmente a mensagem é disparada e não chega. 

Hi everyone, I’m trying to enable the “Say hi to new followers” automation, but I get the message:“Unavailable for now – To use this automation, you need to update Instagram permissions.”I already connected Instagram to Manychat, but I can’t understand which permissions are missing.Has anyone solved this?

Hi, I used to have ManyChat connected to my Instagram. But the original email address I used to connect to ManyChat I no longer have access to. Therefore I cannot log in to that workspace to change my prompts and return to using ManyChat. It is now super important for my job that I have DM automation. Is there any advice that you can offer on how to be able to successfully get back to using ManyChat?  I have gone into Instagram and unlinked everything I could from that end but when I login here it still says its connected to an account already. HELP

Hello!I’m new to Manychat and I’m on the free plan. I’m trying to test out the DM to Follow automation via my account (Business account) and I created a new account and followed my original account to test the automation and it does not work. I’ve made 4-5 accounts already and none of them seem to set off the automation. I tried to ask the AI assistant and so far, I haveAllowed access to messages on my business account (I can now see all messages on my IG via manychat and I can send messages via manychat as DMs) Refreshed my permissions on Manychatbut to no avail. What am I missing?

Cant login to my account. I’ve created bot with Bothfather, want to make changes on bot, but can’t login, tried different my google accounts. 

Hi Manychat Team,My business has completely stalled and we are losing hundreds of sales in real-time. I upgraded to the paid Business Plan 2 days ago because an Instagram Reel went viral (it currently has over 15,000 comments and counting). To manage my limits, I deleted thousands of contacts from my account. My audience list is now almost empty, but the "Active Contacts" counter is stuck at over 7,500. This bug has completely paused our automations across both Instagram and TikTok, entirely blocking our business operations. We do not use Manychat as a CRM and do not need to retain contact history—our only use case is delivering a product link to commenters. Could a community manager or admin please urgently escalate this to engineering? We need our Active Contacts counter manually refreshed so our automations can resume immediately.Thank you for your fast help. 

I have been trying to delete my old account since it was grandfathered in years ago, but already maxed out, and deleting and clearing it did nothing. And I don’t want to upgrade on this old account because I’m literally over the limit on that account for contacts I don’t even have and are 8+ years old.ManyChat support won’t help me delete the old account, because I’m not a paid user but I have to request a refund to get rid of the $1 that’s magically on my account for some reason.I can’t create a new account because I need to run it through FB, and since the FB is tied to my old account above (and I’ve disconnected everything, but still there) every time I try to connect FB on my new account it syncs with the old one and opens it right back up.So literally ManyChat put me in a position to where I can’t even use their service, and I WANT to pay them.Any suggestions?

Embora outras automações estejam disponíveis, a mais viável para o momento não está: automação para novos seguidores. A mensagem que se mantem é “mude as restrições do seu perfil ” e coisas do tipo. Já olhamos todas as funções do META, mas nada muda. Queremos saber a fundo o motivo desta mensagem negativa sempre aparecer.

Estoy en el plan gratuito y en Configuración → Facturación solo aparece “Suscripciones”. No tengo acceso a datos de pago, tarjetas ni a la sección completa de Billing.Soy el único usuario y dueño de la cuenta, y los permisos de facturación ya aparecen activados pero no puedo modificarlos.Ya envié 10 tickets de soporte. En todas las respuestas me indicaron que necesitaba soporte técnico humano, pero después de confirmarlo no recibí más respuestas.¿Alguien más ha visto este caso donde Billing aparece incompleto aunque el usuario sea el dueño? ¿Hay alguna forma de forzar la activación de la pestaña completa de Billing cuando solo aparece “Suscripciones”?Gracias por cualquier insight. 

Hi team,I’m trying to connect my Instagram account ​@finanflix.ok to Meta Business tools from Instagram, but I’m getting an error message saying:“You can’t log in with this Instagram account. Try using a Facebook account that’s connected to this Instagram account.”Here’s what I’ve already done: I sent the access request from my Business Manager. The request was accepted by the owner of the Instagram account. The account @finanflix is correctly linked to the Finanflix Facebook Page. In Instagram settings, the integration Manychat-IG appears as authorized today (Oct 30, 2025), so the connection seems active. However, Meta still shows the status “Request sent”, and I can’t access the account from Business tools. It looks like the connection between Instagram and the Facebook Page isn’t syncing properly.Could you please check what’s blocking the connection or manually refresh/force the sync on your side?I’ve attached screenshots showing: The account connected to the right Page. T