General Q&A

Hello,A few months ago, I opened a support ticket regarding one of my automations that had stopped working. At the time, the Manychat support agent explained that Instagram had placed an age restriction on my post, which meant that the post was no longer 100% public. As a result, the automation could no longer be triggered.The issue is that this has been happening much more frequently with my recent posts, which doesn’t really make sense, since my niche is focused on product finds — mainly products for the kitchen, bedroom, garden, and other areas of the home.I recently checked some posts from competitors by opening them in incognito tabs, and I noticed that they are also having age restrictions applied to their posts. However, their Manychat automations are still working normally.So my question is: how is this possible? If their posts have the same type of age restriction, why are their automations still being triggered while mine are not?

Out of nowhere I was logged out of my account and now I can't log in anymore! I tried everything from clearing cookies, different browser, different device, but the same issue persists.I just spent two days building complex chat automations and they're all lost now!!! I'm missing out on customers and I need this fixed ASAP!I've already reached out to Manychat support twice and no answer. This is so unacceptable.I'm a paying customer and I get locked out of my account with zero explanation and now I'm missing out on tons of clients and serious income. This is not how you should treat paying customers.Customer support is extremely slow and I would never recommend Manychat to anybody. 

Perdi todo o dinheiro e não fui reembolsado, preciso do meu reembolso  

Hi all, I’ve been reaching out to support to try and get the SOC 2 Type II report for a couple weeks now. Anyone successfully received one? We’d love to integrate ManyChat at my organization, but can’t do it without this. Thanks!Siovhan 

Hello, I got a pro profile but I can't get is work. I tryed a lot but don't know it anymore. Nobody can come to my post on ondrive (auto DM). Is there anybody (human) who can help me? I'm from the Netherlands.

Instagram comment automation only sending DM to some users, not all. I have a comment growth tool set up so when someone comments on my post they get a DM with a waitlist link. Some commenters receive it fine but others never get anything. Already reconnected the Instagram page to ManyChat and that didn't fix it. Could this be Meta's 24 hour messaging window, keyword matching issues, or a rate limit on DMs. Has anyone run into this and found a fix. Is there a way to see why a specific comment failed to trigger the automation.

My Facebook Comments automation (keyword trigger, Send Message set to "As private reply") has worked reliably for weeks. Now most new subscribers aren't receiving the automated private reply, even though the trigger fires correctly and they're added as contacts. Example: one contact commented, was correctly opted in through the Facebook Comments widget, but no message ever appears in her chat history. My flow shows 81 Sent but only 3.7% Delivered. I've already ruled out: wrong Send Message setting, expired permissions, other connected apps taking thread control (checked and disabled), Facebook's native Instant Reply (confirmed it doesn't apply to comments), and message volume (well under Meta's rate limits). Support ticket open since Wednesday, no response yet. Has anyone else seen this recently, and did you find a fix?

Hello,We have a critical issue in our flows.Recently, we have received some whatsapp messages form our new users. These users were created via Direct channel and don't save the "phone" field, but only "whatsapp ID".Our API flows search the user by "findBySystemField" API for the phone, but they can't find the user. Then we try to create the user but the Whatsapp ID already exists error is triggered (and Whatsapp ID isn't showed by API).How can we manage this situation? Something changed and we are receiving a lot of these errors. We cannot resolve this using custom fields, because we would not be able to fix the existing customer base.It is a critical issue for us, and it did not happen in the previous versions.Does anybody else have this issues?

Hi, I need help with an Instagram Comment-to-DM automation for @paljapick.The automation is Live, but it never triggers and continues to show 0 executions.Here is what I have already checked:Instagram account is a Creator professional account Manychat connection type is New Enhanced Connection Instagram account @paljapick is correctly selected Meta permissions include Manage comments and Manage and access messages Manychat permissions have been successfully refreshed and saved Automation trigger is User comments on your Post or Reel A specific Reel is selected Trigger is set to Any comment Opening DM is enabled Automation is Live I tested using a completely different Instagram account that had never commented on that Reel before The comment appeared normally on Instagram, but no DM was sent Manychat still shows 0 executionsI also followed the troubleshooting steps provided by the Manychat AI Support Assistant.Could someone please check whether Instagram comment webhook events are actua

Todas as minhas automacoes pararam , a fiz tudo que o chat pede, no instagram esta tudo certo, nenhum sinal de block, pode me ajudar?

Is anyone else running into this issue where your Kit connections no longer work inside of ManyChat? I rely on this integration to get emails from ManyChat to Kit…. but I keep getting a “Something Is Wrong” red alert on the bottom right every time I try to paste in a refreshed API secret from Kit in the integrations tab. I’ve tried hard refreshing and going in Incognito mode too, but no luck. I don’t want to post any content for me or any of my clients without ensuring that I can reliably collect emails from Instagram, so this is crucial.  

Is it possible to add their name to the opening DM?

Hello ManyChat team,I’m from Ukraine and I’m currently learning AI automation as part of an educational course. I would like to use ManyChat Pro to build and test an Instagram AI assistant as part of my course projects.I found information about the Ukraine Relief Program, which previously provided Ukrainian customers with free Pro access. The information I received from ManyChat Support mentioned that the program was available until June 30, 2026.However, it is now September 2026, and I cannot find any information confirming whether the program was extended or discontinued.I contacted the ManyChat AI Support Assistant, but it could only tell me that:my account currently shows the standard 14-day Pro trial; there is no “Start Pro for Free” option in my Billing section; there is no separate application or activation option for the Ukraine Relief Program.Could a ManyChat team member please confirm:Is the Ukraine Relief Program still active after June 30, 2026? If it has been extended, are

I am experiencing a continuous billing/payment issue on my ManyChat account. I have repeatedly attempted to submit payment, and the payment form initially appears to accept the card information normally. Everything displays as valid and the payment appears to begin processing.However, after the payment loads/processes, the transaction does not complete. Instead, I receive the following error message:“Something went wrong with your card. Please, check your bank payment history or try again using another card.”I have already attempted payment using five different cards, and the same issue occurs with every card. Because multiple separate payment methods are failing in the same way, I am requesting that ManyChat Support review the account and payment processing issue and help restore the ability to successfully submit payment.

ENGLISHHi ManyChat team,My Pro subscription expired and I cannot renew it. The checkout accepts the card information but then returns: “Something went wrong with your card. Please check your bank payment history or try again using another card.”I have already tried three funded cards from three different Mexican banks. The problem is identical with every card.This is production-critical: WhatsApp automations are blocked and incoming WhatsApp messages are being rejected because the account needs Pro. More than 3,000 users cannot be served.I verified in Meta Billing Hub that the WABA already has a credit line allocated from ManyChat. Please escalate this to a Billing + WhatsApp technical specialist to review a possible checkout/payment-processor risk block and refresh the credit-line status. Please provide the actual decline code.I can provide the ManyChat account ID and WABA ID privately.ESPAÑOLHola, equipo de ManyChat:Mi suscripción Pro expiró y no puedo renovarla. El checkout acepta l

Hi, I set up a TikTok automation where people are asked to DM my account a word (“ticket”) to receive an auto-reply with details about an upcoming event I’m hosting. I set up a very simple automation, and it’s live, but it never fires when I test it from a separate account (or in the previews tests). I’ve checked my permissions, refreshed my TikTok connection, and tried rebuilding the automation. What else can I do to figure out what’s wrong with my automation?

Follow to dm fails after switching to flow builderhave refreshed permissions, refreshed connections, all seems fineit worked yesterday for 1 user only, today i created 2 more and is not picking up on the flow.

Hola, ¿alguien ha tenido este problema?Llegó mi fecha de facturación, ManyChat no pudo procesar el pago y mi suscripción Pro terminó expirando automáticamente, por lo que la cuenta pasó a Free.El problema es que no puedo realizar el pago con ninguna tarjeta. Ya probé varias tarjetas, diferentes métodos de pago y distintos navegadores, pero el cobro sigue fallando.Ya abrí un ticket con soporte explicando toda la situación, pero hasta el momento no he recibido ninguna respuesta y mientras tanto mis automatizaciones de WhatsApp están bloqueadas, lo cual está afectando directamente mi operación.¿A alguien le ha pasado algo similar? ¿Cómo lograron solucionarlo? ¿Qué me recomiendan hacer para que soporte pueda revisar el caso lo antes posible?

Hi everyone,I’m having an account-specific Instagram message delivery issue with @coachdm.ai.Incoming DMs arrive normally in Instagram and in Meta Business Suite Inbox, but the exact same messages never appear in ManyChat. The ManyChat Inbox stays at 0 conversations, so my Default Reply and other DM automations never trigger.What I already checked:Instagram account is connected to ManyChat @coachdm.ai is a professional Instagram account ManyChat has permission to manage/access Instagram messages Instagram permissions have been refreshed successfully Default Reply is LIVE Inbox Behavior is set to “Any message starts a conversation” I disconnected/reconnected the Instagram account New test DMs arrive correctly in Meta Business Suite Conversation Routing has also been checkedThe important part:I connected another Instagram account to ManyChat with essentially the same setup, and incoming DMs appear in ManyChat normally.So this seems to be specific to @coachdm.ai, rather than a general Man

I have it set it up to say hi, send a message, then send a free resource. It says Live and has been live for 3 days. Since sending I have recieved 25 new followers but no messages have been sent. I checked by following myself from a different account and I can confirm i didn’t receive the flow. Any Ideas?

My Follow to  DM automation for 2 of my clients has just stopped working.It was going about 600 Followers a Day now it is at  0  the automation still says that it  is on and everything is green  but no followers are being triggered.I havent seen anyone really post about this for 3-4 months.How can I fix this has anyone gone to meta and it has worked? is it a permissions thing? Super important ​@Manychat Community 

Any solutions? Any solutions?I just completed a fresh payment attempt: I entered my card, went through Secure2u/3D Secure bank approval, and Stripe's checkout showed a successful green confirmation on my end. Despite that, my ManyChat account still shows Subscription: EXPIRED, with Marketing Automation and ManyChat AI both Disabled, and the Activate buttons are still greyed out and non-functional. I have tried this with multiple different bank cards, and every bank confirms the charge was approved. This looks like Stripe is confirming payment but ManyChat's system is not receiving or processing that confirmation to reactivate my account. 

Hola, comunidad. ¿Podrían ayudarme con un problema en las respuestas de IA de ManyChat?Tengo configurada una IA para responder consultas de clientes sobre nuestros diplomados. El inconveniente aparece específicamente cuando un cliente pregunta algo como “¿Cómo me inscribo?”.La IA sí proporciona correctamente los pasos de inscripción, pero los envía todos juntos y amontonados en un solo mensaje, como se puede observar en la captura adjunta.Lo que necesito es que la respuesta salga de manera ordenada y fácil de leer, por ejemplo, dejando espacios o saltos de línea entre cada paso:📌 PASOS DE INSCRIPCIÓN1️⃣ Ingresa al link del diplomado[enlace]2️⃣ Haz clic en “MATRÍCULA AQUÍ”Ingresa tu DNI y completa tus datos.3️⃣ Elige el tipo de matrícula y forma de pago.4️⃣ Realiza el pago.Aquí deberían aparecer los medios de pago de forma ordenada.5️⃣ Si realizaste una transferencia, Yape o Plin, sube tu voucher e ingresa el número de operación.6️⃣ Acepta los términos y haz clic en “PAGAR AHORA”.Ya co

Hi everyone,I'm trying to set up a keyword automation on Instagram (comment + DM trigger on the keyword "DECLIC"/"DÉCLIC") to send a lead magnet, and nothing is triggering at all.What I've tried so far:- Tested by commenting with the keyword on a Reel from a second test account — nothing happened- Also tested by DMing the keyword directly to my Instagram account — nothing happened- Found and deactivated an old automation that was also listening on comments and may have been intercepting the trigger- Checked "Pause automations during conversations" (currently locked at a 30-minute minimum) in case opening the Inbox was interfering with tests- Rebuilt a brand new automation from scratch with my coach, with a very simple single-keyword trigger — still 0 runs, nothing happensMy Instagram account is connected as a Business account, and I don't see any error message anywhere, the automation is set to Live, it just never triggers.Has anyone run into this? Is there a connection/permission sett

I have a question for the ManyChat Support team: Why am I unable to create a new support ticket?