General Q&A

I wanted to ask why PartnerStack didn’t approve my application to become an affiliate partner. I was previously a partner, but I had to apply for the program again, and this time my application wasn’t approved.

We are a GmbH, a VAT-registered German company. Manychat has started charging VAT on our subscription. Under current regulations, Manychat, as a company registered in the United States, does not have to charge VAT for B2B transactions. I have already filled in the company’s VAT ID in the payment settings, but Manychat still continues to charge VAT.Where exactly can we enable B2B reverse-charge billing and avoid VAT being charged on future invoices?In my Pro account, I do not have a button to contact support. 

Hi everyone,I am building an Instagram comment automation: one automation, triggered on anypost or reel, with a list of keywords. When someone comments, I want the flow tocall my own server with "Make an external request" and get back a link thatdepends on which reel was commented on, because each reel offers a differentresource.Two questions:1. Is the ID of the post or reel that triggered the flow available as a variable   that I can include in the external request?2. Is the text of the comment available the same way?Thanks a lot.

Hi! I need help with an Instagram comment-to-DM automation that is not detecting real comments.Instagram account: @dr.maryna_shevchenkoConnection type: New Enhanced ConnectionAutomation: Auto-DM links from commentsAffected Reel: https://www.instagram.com/reel/DeMvSZXsFNI/Keyword: СТЕАТОЗ (exact Cyrillic uppercase)What is already confirmed:- Instagram is connected to ManyChat.- Instagram account is Professional.- Allow access to messages is ON.- Refresh Permissions completed successfully.- Correct Reel is selected.- Correct keyword СТЕАТОЗ is configured.- The DM flow works correctly in Preview: Opening DM → “Отримати гайд” → delivery DM → “Відкрити гайд”.- Real test comments from external Instagram accounts appear on the Reel, but ManyChat still shows 0 Runs / 0 Sends / No data.- The automation is currently STOPPED while troubleshooting, to avoid a broken CTA for users.This suggests that the Instagram comment event/webhook is not reaching ManyChat, while the DM flow itself is configured

Does anyone know if Manychat works for close friends posts? I’m just trying to test out whether or not manychat will work using an external redirect link and don’t want to post this publicly. Thank you!

Hi everyone, I’m trying to troubleshoot an issue with ManyChat Default Reply and I’m hoping someone here has experienced something similar.I created a simple Default Reply automation that should respond whenever someone sends a DM that doesn’t match any of my other specific automations.The problem started after I previously connected ManyChat AI and added the client’s Knowledge Base. It seems like the AI is still somehow interfering with the Default Reply, even though I’ve already removed everything related to it.I’ve already tried: Turning off ManyChat AI Deleting the Knowledge Base Removing the AI instructions/prompts Deactivating the AI-related setup But the issue is still happening. The Default Reply isn’t behaving consistently, and it seems like something is still intercepting or processing the incoming messages before the Default Reply can respond properly.What I’m trying to figure out is:Is there another location in ManyChat where the AI, Knowledge Base, or AI behavior nee

Hi everyone, I’m having an issue with a ManyChat automation and would really appreciate some help.I built a basic DM automation using the Default Reply. The goal is simple: whenever someone sends a message containing any keyword/message that doesn’t match another specific automation, the Default Reply should trigger and send my predefined automated response.However, I previously connected Manychat AI and fed it the client’s Knowledge Base. It appears that the AI is now interfering with or taking over the Default Reply automation.The problem is that even after: Turning off ManyChat AI Deleting the Knowledge Base Removing/deactivating the AI-related setup …the issue is still happening. The Default Reply does not consistently behave as expected, and it seems like something from the previous AI setup is still affecting the message handling.My question:Is there another place in ManyChat where the AI/Knowledge Base configuration needs to be completely removed or disabled? Could there be

We have issues related with the automation. When people send the keyword in the message and put a correct phone number, the automation keeps repeating that they have put the invalid phone number even though the number is real so people are not getting the real information. This is happening to a few automations. Do you maybe know how to fix this issue?

Hi everyone! 👋I’m experiencing an issue with my ManyChat + Instagram integration, and I would really appreciate your help or confirmation if others are facing the same.🧩 The problem:I have a paid ManyChat account connected to our business Instagram profile (Unicorn Baby).Everything appears correctly linked: Instagram account → Connected under Integrations Facebook Page → Full Control access for both admins Instagram Messaging permissions → active However, when I try to create an automation, there is no trigger for “Instagram: New Follower”.Only the following Instagram triggers are available: Message Received Story Reply Post & Reel Comments There’s simply no option to trigger an automation when a new user follows our account.⚙️ What we’ve already done: Rechecked all permissions and roles in Facebook Business Manager Ensured the Instagram account is professional (business) and properly linked to the Facebook Page Activated Handover Protocol and granted ManyChat all nec

I have 2 manychat accounts setup at different times. I’m annual on one (started it that way), but not able to switch to annual on the other. When I click “features and pricing” it takes me to another window but will not give me the option. Must I cancel monthly then restart it?  

Hi ManyChat Community,I’m experiencing an Instagram comment trigger issue with @moneylife_lee that I have been unable to resolve after extensive troubleshooting.The problem is simple:Instagram comments are not triggering ManyChat at all. No DM is sent, and the automation shows no execution.Today I performed a COMPLETE reset:1. Completely removed the Instagram channel from ManyChat.2. Removed ManyChat from Facebook → Settings → Business Integrations.3. Reconnected @moneylife_lee to ManyChat from scratch using “Connect through Meta.”4. Confirmed the correct Business Portfolio and Instagram account.5. During the new Meta authorization, confirmed permissions for:   - Business management   - Instagram profile/posts access   - Instagram comment management   - Instagram Insights   - Instagram message management/access   - Meta event logging6. The new connection completed successfully.I then created a completely NEW automation from scratch instead of reusing the old one.TEST:- Selected a publi

Hey ManyChat Community ​@Gustavo Boregio :))I’m setting up a flow for an upcoming book launch and would love some advice on the best compliant strategy for post-24-hour follow-ups.I’ve heard you can collect an opt-in during the pre-launch phase so you can send a promotional reminder closer to launch day. Is this done through Marketing Messages (Recurring Notifications), or is there another approach you’d recommend?I’d love to hear how you typically structure this in ManyChat for a book launch. Thanks so much! 🙌

The annual subscription was automatically deducted on my BPI Bank account, however I reported it, It was alread 10 working days but I have not receive any refund from them. They only have AI Support and no real people on their end. Can someone help me with this? Thank you!

I was only going to try Manichat for two weeks for free, but the payment was automatically made. I used it once during the free trial, and I want to refund Manichat  

Have tried following the docs a ton. Just getting a perpetual loop with facebook and instagram to connect it to Manychat. It’s connected, but manychat is saying it’s not enough. Need help. It’s the primary reason I want to use Manychat.

Hi, has anyone experienced a similar issue?My billing date arrived, ManyChat was unable to process the payment, and as a result my Pro subscription expired automatically and the account was downgraded to Free.The main problem is that I cannot complete the payment with any card. I have already tried multiple cards, different payment methods, and different browsers, but the payment continues to fail.I already opened a support ticket explaining the entire situation, but so far I have not received any response. In the meantime, my WhatsApp automations are blocked, which is directly affecting my business operations.Has anyone experienced something similar? How did you solve it? What do you recommend I do to get the case reviewed by support as soon as possible?

Hi everyone, I am having an issue with my whatsapp automation where I cant reply to any customers via manychat even though they message first. It says “You don't have enough money in your Wallet to send the next message. Add funds to keep the conversation going.” It is now a new month so the limits should have reset and it still won’t let me type anything. I used chatgpt and it wasn’t sure what the problem was either as they messaged me first, I am trying to send a normal message not a temporary message, its only a couple hours after they messaged so it can’t be because 24 hours have passed. Additionally, I have not passed my free messages limit and everything is definitely connected properly.This issue has suddenly happened without me doing anything so I am very confusedAny help would be appreciatedThanks 

Hello ManyChat Support,I previously connected my WhatsApp Business Account to ManyChat, but I no longer use ManyChat.The old ManyChat credit line is still attached to my WhatsApp Business Account and appears with the status “Access removed”. This is preventing me from adding a direct payment method to my WABA and from managing WhatsApp billing directly through Meta.Could you please explain how to manually detach/remove the old ManyChat credit line from my WABA? 

Hi! Our Instagram account has a LIVE “Say hi to new followers” automation, but no opening DM is delivered after new follows.We tested with accounts that had never followed us and waited beyond the configured 5-minute delay. Our keyword DM automations for “1”, “2” and “3” work correctly.Could you check our Follow to DM eligibility, connection requirements, and whether follow events are reaching this automation?

Hi all,I'm trying to send Meta-approved Utility Message Templates on Messenger tocontacts outside the 24-hour window, from an external system through theManyChat API. Nothing reaches a contact whose window is closed, and I've runout of things to check. Setup:- 7 Utility Message Templates, all showing Approved under  Settings → Messenger → Utility Message Templates.- One automation per template. The first step is a Send Message block set to  "Send outside 24 hour window", Content type "Utility Message Template",  with the approved template selected and its variables mapped to custom  fields. Each automation is LIVE and published.- Account is on a trial; the page is in the US (Pacific time).What I've tried, each to my own test contact whose last message to the pagewas 4 days ago (status Subscribed, opted in through Direct):1. API: setCustomFieldByName for each variable, then   POST /fb/sending/sendFlow with subscriber_id and flow_ns.   Response is {"status":"success"}. Live Chat shows th

I heard manychat billing plans may change in october. can you tell us what will be the new billing plan options?

Hi everyone,After connecting ManyChat to my Meta account, I suddenly lost access to some of my ad accounts and business assets in Meta Business Suite. My roles and permissions seem to have changed or disappeared without me doing anything manually.Has anyone experienced a similar issue before?Do you know what might cause this or how it can be fixed?Any advice or shared experience would be really appreciated.

Every Instagram automation on my Pro account stopped firing yesterday. Comment triggers, DM keywords, all posts. Nothing changed in my flows. A brand new test automation with a DM keyword also fails.Support (Maya) tested and confirmed no webhook is arriving. I replied with full details on ticket #579123 and haven't heard back.What I've already done:- Refreshed Instagram permissions multiple times, approving everything- Confirmed "Allow access to messages" is on, and toggled it off and on- Confirmed all automations are live- Confirmed Instagram Account Status is clear- Confirmed my Instagram and Facebook Page are in the same business portfolio- Confirmed the Enhanced Connection (ID ending in 612) is under Connected apps in my portfolio, with full Instagram permissions for comments and messagesWhat I can't do:- Support asked me to set the routing app to the 612 connection. That setting doesn't exist on my account. Conversation routing in business settings is empty, and my Page has no "In

I have tried every option I could find through the ManyChat AI and through Google, but my comment-to-dm on instagram is not triggering at all for new or non-followers who comment on my automation. It worked for long-time followers and for my other accounts though, so I know that it is triggering perfectly fine, just not for any new people on my page. I have set “Connected Tools” to “On” in my Message and Story Replies account settings, made sure the comment trigger is turned “On” in the automaton, refreshed my permissions, etc. I can’t seem to figure out what the issue is and why the trigger is only working for long-time followers. I also have a welcome message automation and it worked for one new follower randomly, but. I have gained about 50-100 new followers in the past week. The AI chatbot is giving me the same answer and I can’t talk to a real person unless I pay for the upgraded account, but before I do that, I need to know if ManyChat even works for what I need!