Ask and troubleshoot

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

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).     

Hello there!I have created an automation for my FB business page and IG one, and it’s been going pretty good.But there is a problem. We are on the PRO plan ($15/month, for context).People respond to our Reels/ Posts with: “Community”/ “Italian”/ “Yes”, etc. It is running a flow for sending link to join the community on Skool.But from what it seems, only 30% of messages are delivered. And I don’t know exactly why.On IG it’s showing 100% sent/ 100% delivered.But on FB - 3249 Sent/ 33.8% delivered.Meaning, only 1000 people get the messages. But, idk exactly, is this something from Facebook? I found this one, that maybe people didn’t enter on the facebook to get the messages (like logging in). But I find it hard to believe.Let’s say maybe for 5-10% of people, but 70% to not login again? And some of them comment again on the videos.So, idk exactly what is the problem, and what to do. I wandered about this because on the Skool community we have only 1000 people that got on the about page (li

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. 

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

Hi,My Manychat account is currently suspended and I’m unable to log in. I’m submitting this request from another account because I cannot access the suspended one.I need help restoring access to my account. I can provide proof of ownership if required (for example, the connected Facebook or Instagram page).I’m currently in a medical situation and my work is stuck because of this, so any help would be really appreciated. We already raised the ticket and waiting from Long time we didn't got any answers.Thank you for your time and support.Best regards,Rage Atharva Dhanu 

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. 

 My business is already verified, and my WhatsApp Business Account is active. However, ManyChat cannot share its credit line with my account.Could you please help me identify the cause and advise how to resolve it?I understand this issue may be related to:An existing payment method attached to my WhatsApp Business Account. An existing credit line previously shared with another provider. A currency mismatch between the current WhatsApp Business Account and a previously shared credit line.Could you please check my account and let me know the required steps to enable credit sharing and restore access to Message Templates and Broadcasts?

Здравствуйте! Я потерял доступ к своему старому аккаунту ManyChat. У меня есть аккаунты в Instagram и Facebook. Я создал новый аккаунт, но не могу к нему зайти. Логин:  piskdisi838338  

Hi, We are having issues on couple of our client’s accounts where new follower message if not sending. We have tried the usual fixes, like refreshing your IG permissions but they don’t work. One client also reported that when he tried to refresh his permissions, it would just open the IG inside of the pop-up window, instead of presenting buttons to confirm the permissionsWe have also found other bugs with the New follower automation as well, such as if someone quickly follows, unfollows, and then follows again, they will start the automation twice, even thought it should be only one time thing per lead, if I’m not mistaken 

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. 

AJUDA URGENTE! Todas as minhas contas do Manychat foram banidas e desativadas automáticamente (não ao mesmo tempo). Eu utilizo o Manychat para enviar links de afiliado ou até mesmo dos meus proprios produtos dentro do direct do Instagram. Mas nos ultimos meses as minhas contas começaram a ser desativadas e o suporte sempre me responde com essa mensagem.  Não encontrei nada sobre o que pode ter causado isso e não quebrei nenhuma regra da plataforma. Todos os produtos que vendo são legitimos e aprovados para venda tanto na META quanto no manychat. Toda vez que crio uma conta nova, basta eu criar um fluxo que ela cai na mesma hora ou leva algumas horas para ser desativada. Preciso de ajuda urgente com isso. Já tentei de tudo mas o suporte não consegue me ajudar!