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Instagram DMs not appearing in ManyChat despite correct setup

  • September 12, 2025
  • 7 replies
  • 77 views
Timo
  • Timo
  • Up-and-Comer
  • 2 replies

Hi everyone,

I’m having a persistent issue with my Instagram Business account (@timo.kiwi) connected to ManyChat.

  • The IG account is correctly linked to my Facebook Page in Business Manager.

  • I have full admin rights and all permissions are enabled.

  • ManyChat shows the Instagram channel as connected.

  • I have already refreshed permissions multiple times, reconnected the account, and even removed/re-added ManyChat in Facebook Business Integrations.

Problem:
Incoming Instagram DMs are visible in the Instagram app, but they do not appear in ManyChat.
No conversations are syncing, and no automations or keyword triggers are firing.
Even after deleting all contacts and tags in ManyChat, new DMs are still not passed through the API.

Interestingly:

  • With some new accounts, I was able to see a timer and could reply via ManyChat.

  • With other accounts (e.g. my wife’s), I only see the conversation in the Instagram app, not in ManyChat – and I cannot reply through ManyChat.

It looks like messages are not consistently delivered from Instagram to ManyChat, even though the setup is correct.

I wrote this post with the help of ChatGPT, where I’ve been trying unsuccessfully to solve this problem for 2 days.
I also checked several YouTube videos, but none of them helped me solve the issue.
This message was also translated into English by ChatGPT, so I apologize if not everything is perfectly correct, but I hope my concern is understandable.

Thanks in advance 🙏
Timo

September 12, 2025

Hi Timo,

We're aware of an issue that affected Live Chat message synchronization on some accounts, mainly across Meta-related channels, with WhatsApp being the most impacted. The disruption lasted for about three hours, from 17:30 UTC+0 to 20:30 UTC+0, and has now been resolved.

Message synchronization should be working normally again. If you continue to experience issues or if the problem occurs again, please contact our Support team so we can investigate further.

Thank you for your patience and understanding.

    7 replies

    Victor
    Manychat Team Member
    • Victor
    • Manychat Team Member
    • 16 replies
    • September 12, 2025

    Hi Timo,

    We're aware of an issue that affected Live Chat message synchronization on some accounts, mainly across Meta-related channels, with WhatsApp being the most impacted. The disruption lasted for about three hours, from 17:30 UTC+0 to 20:30 UTC+0, and has now been resolved.

    Message synchronization should be working normally again. If you continue to experience issues or if the problem occurs again, please contact our Support team so we can investigate further.

    Thank you for your patience and understanding.

    Timo
    • Timo
    • Author
    • Up-and-Comer
    • 2 replies
    • September 12, 2025

    Hi 

    thank you for your quick reply.
    I’ve just tested this with 3 different people – each of them sent me the trigger word. Unfortunately, nothing happened in any of the cases.

    Only one person appeared in ManyChat, but even there no automation was triggered. For the other two, no conversation showed up in ManyChat at all.

    So the issue still seems to persist on my side.

    Best regards,
    Timo

    Raquel C
    Manychat Team Member
    Forum|alt.badge.img+3
    • Raquel C
    • Manychat Community Manager
    • 237 replies
    • September 15, 2025

    Hi ​@Timo. Welcome to the community! Do you still have this issue or is everything back to normal? 

    StudioStuurkracht

    Hi,

    I have the exact same issue and have just started with the set-up. Alle settings seem to be fine. I also asked ChatGPT te help. I have tried SnapProfile and it worked within 5 minutes, but I prefer the plan with ManyChat. I have spent 6-7 hours on getting it working, but it will not send the message after the DM prompt.

    Who can and will help?

    Regards,

    Monique

    Timo
    • Timo
    • Author
    • Up-and-Comer
    • 2 replies
    • October 13, 2025

    Hi,

    I canceled my account. You can see when I made this post. Nothing has changed to this day, and the support is a complete disaster. One thing, however, has always worked perfectly: the debit from my account.

    Cansu
    Manychat Team Member
    Forum|alt.badge.img+2
    • Cansu
    • Manychat Team Member
    • 28 replies
    • October 13, 2025

    Hi ​@Timo, thank you for reaching out, our support team will be in touch soon!

    StudioStuurkracht

    Wow, good to know, Timo. Then I will certainly stop trying. What system are you using now if I may ask.


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