Skip to main content
Question

Critical ticket unanswered - zero Instagram events reaching account since Sept 21

yulyB

Hi, I have a Critical support ticket open since yesterday with no human response.

Account: fb2059108 — Instagram @yuly_beilin

Since Sept 21, no Instagram events reach my account at all: no DMs in the Inbox,
no comment automations, no new contacts. The channel shows as connected.

I have already refreshed permissions many times, disabled and re-enabled the
Instagram channel, revoked and re-granted all Manychat permissions in Facebook,
and reverted the Meta Business Portfolio change that triggered this. Nothing helps.
Meta Business Suite also cannot access comments on this account.

The webhook subscription needs to be re-established on your side.
All 13 of my automations are dead and this is a primary lead source.
Please have someone look at the ticket.
 

    3 replies

    yulyB
    • yulyB
    • Author
    • Up-and-comer
    • September 23, 2026
    Resolved. The cause was adding my Instagram account to a Meta Business Portfolio.
    Removing the Instagram account from the portfolio restored everything — comment
    automations and DMs are working again and new contacts are being created.
    Note: it took about an hour after the removal before events started flowing again,
    so don't assume it failed if it doesn't work immediately.
    CesarSanchezT

    ​@yulyB Hola tengo el mimos problema, lograste resolverlo? 

     

    cata_rendon
    Forum|alt.badge.img+5
    • cata_rendon
    • Community Moderator
    • September 30, 2026

    Hola ​@CesarSanchezT , si el problema empezó después de agregar tu cuenta de Instagram a un Meta Business Portfolio, puedes probar quitándola de ahí:

    1. Entra a Meta Business Suite (business.facebook.com) y ve a la Configuración del negocio.
    2. En Cuentas → Cuentas de Instagram, selecciona tu cuenta y quítala del Portfolio.
    3. Espera un rato antes de probar. Puede tardar alrededor de una hora en volver a llegar los eventos a ManyChat.

    Ojo: si usas Follow to DM o tienes la cuenta conectada vía Meta, esa conexión necesita el Portfolio, así que quitarla puede afectar esas funciones.

    Así fue como lo resolvió yulyB arriba. Si no hiciste ningún cambio en el Portfolio, probablemente es otra cosa y lo mejor es abrir un ticket con soporte: https://help.manychat.com/hc/en-us/p/get_support_page

    https://www.dominariai.com | https://www.linkedin.com/company/dominariai
    Community Terms & ConditionsAccessibility statement