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Question

Facebook automation not working and support not getting back to me.

  • May 19, 2026
  • 1 comment
  • 10 views
Kaytina

My comment-to-DM automation has stopped firing and I’ve had no response from support for 4 days. This is affecting lead delivery for an active campaign. Ive alreayd submitted two support tickets and done all the steps to recitfy issue with noCan a Manychat team member please escalate this? 

I’ve already tried the following troubleshooting steps:

  • Refreshed the Facebook/Instagram connection
  • Checked page permissions
  • Confirmed ManyChat still has access in Meta/Facebook settings
  • Reviewed the trigger setup
  • Confirmed the keyword/comment trigger is correct
  • Tested with a new post and new comments
  • Checked that the automation is published/live
  • Checked that the correct page/account is connected
  • Tried reconnecting/re-authorizing where possible

The automation still does not send the DM when someone comments.

    1 reply

    SumGeniusAI
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    • SumGeniusAI
    • Smooth talker
    • May 19, 2026

    Hey Kaytina, 4 days with no support response on an active campaign is rough.

     

    Your troubleshooting rules out the obvious causes (page perms, keyword config, fresh posts). What's likely still in play:

    1. Facebook silently resets page-level webhook field subscriptions sometimes. Check Meta Business Settings, Webhooks, and look at which fields your page has active. "Refresh connection" inside ManyChat does not always re-subscribe the page.

    2. Meta sometimes throttles pages silently when they detect unusual activity (volume spike from a campaign can trigger it) with no notification anywhere.

    3. Meta might be sending webhook events that ManyChat is not acting on, which you can't see from your end.

     

    Hope you get it sorted.

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