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Instagram DMs not working for comment leads for 10+ days

  • June 5, 2026
  • 1 comment
  • 11 views
Artem4iks

Hi everyone,

I am opening this thread because we have a serious issue that we cannot solve through support and I want to know if anyone else has faced something similar.

Our Instagram account @kosta_bravissimo has been unable to send direct messages to users who comment on our posts asking for prices for more than 10 days.

These are real potential customers who are actively engaging with our content. They ask for pricing in the comments, but we cannot reply to them in direct messages at all.

We have contacted Meta support several times, but we only receive generic instructions to use the “report a problem” option inside the app. There has been no real investigation or clear explanation.

We also have Meta Verified, hoping it would give access to proper support, but it did not change anything. Instagram support and Facebook Ads support just keep redirecting us without taking responsibility for the issue.

Right now we are dealing with:

  • We cannot message interested customers on our own business account

  • There is no clear explanation or confirmation of any restriction

  • Support does not escalate or investigate the issue

  • We are losing sales every day because we cannot continue conversations with leads

This is critical for our business because our whole sales process depends on replying to comments with direct messages.

Has anyone experienced a situation where a business account suddenly cannot reply via DM to people who comment on posts? If yes, how did you fix it and was there any support channel that actually helped?

Any advice would be appreciated because at this point we are stuck between different support channels with no solution.

    1 reply

    SumGeniusAI
    Forum|alt.badge.img
    • SumGeniusAI
    • Smooth talker
    • June 5, 2026

    First thing to check, it's the #1 cause and a 2-minute fix: in the Instagram mobile app, Settings → Messages and story replies → make sure "Allow access to messages" is ON under Connected tools. A Meta app update silently flips this off, and when it's off, comments come in but no DM can go out. Fully close and reopen the app after.

    If that's already on: reconnect your account/permissions, confirm it's still a Professional account, and know that a comment doesn't open a messaging window on its own, the only compliant way to DM a commenter is a private reply to that comment, once, within 7 days.

    If all that's clean and it's been 10+ days with no explanation, that's usually the signature of a Meta-side integrity restriction. Accounts doing high-volume comment-to-DM get silently rate-limited and Meta won't confirm it, which is exactly why support keeps deflecting. If that's it, ease off the volume for a bit and use a conversational opener (a question or button first) instead of blasting links, so you stop tripping the spam classifier.

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