Condition Follows your instagram account doesn't work + Unknown Contact

Question

Hello!
All incoming Instagram contacts are displayed as “Unknown Contact” in ManyChat, even after reconnecting Instagram very recently. The bot receives messages and shows the status as “Subscribed”, but the Instagram User ID is not passed, so every user remains “Unknown Contact”.

Every new DM from Instagram appears as Unknown Contact.
No username, no profile picture, no IG user data.
Conditions “Follows your account” always return false.
The issue persists even when testing from different Instagram accounts (non-admin accounts).
Instagram was connected to ManyChat today, but the problem continues.

What I’ve done already:

Reconnected Instagram to ManyChat
Tested with 3 IG accounts
Verified permissions
Still all contacts = Unknown Contact

Has anyone encountered this issue? Please let me know if you can help.

cata_rendon · Answer

Hi ​@AnnieAnn I am sorry to hear you are having this Unknown Conctact issue.A quick fix that often helps isrefreshing your Instagram permissionsin ManyChat.You can do this by going to your ManyChat account and clickingHelp → Refresh Permissions.In addition you can check theautomation troubleshooting guide:This step-by-step guide covers several edge cases that can cause IG automation Issuesand is very helpful for diagnosing thing like this:https://help.manychat.com/hc/en-us/articles/14281308423452-Instagram-automation-troubleshootingIf the above does not work, I think you should conctact support team thrught the help center:https://help.manychat.com/hc/en-usHope this helps,Catalina R

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