General Q&A

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?

I just can’t seem to figure out why this automation isn’t working. The intial DM works, but when they press the first button, nothing happens. I can’t see what is wrong with this, it’s my first time using manychat  

Algo salió mal con tu tarjeta. Por favor, consulta tu historial de pagos bancarios o vuelve a intentarlo con otra tarjeta. TENGO ESTE PROBLEMA Y MANYCHAT NO BRINDA UN BUE N SOPORTE PARA AYUDAR A RESOLVER LOS PROBLEMAS MANDÉ  CORREOS Y NO RESPONDEN NADA

When I use Inbox in my phone and click on the “Templates” icon, Manychat displays a list of all the available templates along with a preview of each of them, so you know what it contains.However, when you are in the Desktop, you only get a list with the names (without preview), which makes it very hard to choose the right template when you have a lot of them: Plus, when you click on one it doesn’t appear in the chat so you can verify it’s the right one before sending it. Instead, it’s sent immediately.I’m I missing something? Because the current Desktop experience is horrible.Thanks,Ángel.-

I have verified I have a TikTok business account, but ManyChat will still not allow me to connect my TikTok. For reference: I am a new ManyChat user today who already connected Instagram successfully (with a paid ManyChat account).  The ManyChat directions seem outdated? Account settings available for me are “switch to personal account” or “switch to business account”.Thanks for your help! 

i have the free account manychat. I have been setting up automation for a few posts but noticed, I had someone commented using keyword and no automation was triggered. My IG didn't notiify me either, in the activity page, that someone comments on ny reels either ( I just reported that to Instagram directly) idk if that has anything to do with manychat not being triggered in my reels. I check to see if the automation is live, and it does in fact have it in red box on top left saying “LIVE” . even showing all my automations in list view, they all say LIVE in red.  I don't even know where to find the flow part where it shows arrows , based off of what I seen in the past questions, so IDK if that is a hidden issue either .  I’d appreciate you for helping me work through this, in advance!  

Hola, tengo un problema recurrente con una automatización que usa un bloque de Solicitud Externa (External Request) hacia api.openai.com/v1/chat/completions.El problema: cuando la solicitud se ejecuta en el flujo real (con clientes reales, en vivo), varios de los campos personalizados que inserto dentro del "Cuerpo" de la solicitud (usando la sintaxis {campo}) no se resuelven a su valor de texto -- en su lugar, se envían literalmente como "{{cuf_XXXXXXX}}" (el ID interno del campo), lo cual rompe el JSON y genera el error "Invalid payload json" en Configuración > Registros.Detalles importantes:- Le pasa a más de un campo personalizado (confirmado con dos campos distintos: uno de tipo Texto usado para acumular mensajes, y otro usado para el historial de conversación).- El ID del campo en el error SIEMPRE coincide con el ID real y correcto del campo (confirmé esto en Configuración > Fields), así que no es un campo duplicado ni mal identificado.- El error es 100% consistente en prod

Alguém que fale portugues poderia me responder umas perguntas basicas antes de eu adquirir o produto? Estou com uma dificuldade… meu DM do instagram esta mandando uma mensagem de boas vindas, e isso nao está aparecendo na configuração do meu manychat. Isso pode ter sido fruto de tentativas antigas minhas, mas nao estou achando e nem sabendo procurar de onde configurei isso. Eu prciso remover isso antes de criar uma nova automação….  

hey community, I have this problem I can't find spreadsheet even after connecting and create a new one please if anyone could assist

Hi Manychat team,My Facebook account is automatically redirected to an existing Manychat profile when I try to connect my Facebook Page to my current Manychat account.This is an old Manychat account that I already deleted. I don't get any option to choose my current account. Instead, I am redirected to a Manychat workspace saying: “You don't have a channel.”I need to connect my Facebook Page to my current Manychat account, which already has around 600 contacts. I therefore cannot simply start over with another account.I have already tried reconnecting several times and followed the troubleshooting steps, but the issue remains.I also created a support ticket requesting a manual disconnect from the old account: #558361, but I still haven't received a response.This is becoming quite urgent because I receive hundreds of comments on Facebook every day, and I currently have to manually send people the link instead of using my Manychat automation.Could a Manychat moderator please help escalat

My instagram DM auto reply is not working.  I used to have it working in the past, but when I tried today, it does nothing.I’ve refreshed the connectionI followed all the steps to ensure all permissions were grantedUninstalled and reinstalled manychat on my phoneWhat are the next steps?

I’m trying to clarify how ManyChat handles retention of unsolicited inbound Instagram DM content.Our automation itself does not collect free-text responses; users advance through buttons. However, users can still type unsolicited messages into the Instagram DM, and some may contain personal information.1. Can Instagram Inbox conversation content in an active ManyChat account be automatically deleted after a configurable period, independently of deleting the entire contact?In other words, is there a way to routinely delete or expire the message/conversation history only, while preserving the ManyChat contact and its tags, fields, and analytics?2. What exactly is included in Download Contact Data / Full Contact Data JSON?Specifically, are the actual bodies/content of Instagram DM messages included, or does the export contain only contact/profile information, fields, tags, etc.?3. If a contact is deleted from ManyChat, does that have any effect on Meta/Instagram’s own copy of the conversa

Hi, I’m trying to connect my Instagram account @templenobleart via Meta for Business in order to access the “Follow to DM / Say Hi to New Followers” feature.My Instagram account is already connected to my Meta Business Portfolio “Temple | Noble Art”.My Facebook profile has full control of the Business Portfolio and the Facebook Page.However, ManyChat currently shows:“You're currently connected via Instagram OAuth. To unlock the full feature set, connect through Meta for Business instead.”When I click to connect via Meta / update permissions, Meta only gives me the option “Log in with Instagram” and then shows:“You can't log in with this Instagram account. Try using a Facebook account that you know is associated with this Instagram account.”I have already:checked the Meta Business Portfolio; confirmed that @templenobleart belongs to the correct Business Portfolio; confirmed that I have full control of the Business Portfolio and Facebook Page; tried refreshing permissions; logged out and

Hello. Few months back i used the free version of manychat where i used automated comment responses. When people commented on my posts they would get a private reply. It was working well. Then i decided to use the paid version but for some reason I couldn’t pay through my card, so I couldn’t purchase the pro version. As i hit the limit of free use I stopped using manychat from that time. But now i am facing some weird problem where the bot is still sending private messages to the people who are commenting on my facebook posts. And providing wrong information to the people who are commenting. I disabled the facebook page that was connected to manychat and even removed it but still automated private messages are going to the people who are commenting on my posts. I am in very big trouble. Is anyone facing the same problem ? Can anyone help ??