Hi everyone! I really need help from the Manychat Support team.
Our Instagram account @element.karaganda is still connected to an old Manychat account called "ELEMENT". The owner of that account (our former SMM specialist) can't log in anymore: Manychat asks her to confirm through Facebook, but her Facebook isn't linked. We also have no contact with her, so an ownership transfer is not possible.
We already removed Manychat from Instagram "Apps and websites" and from Facebook Business Integrations. But when we try to connect the Instagram to a new Manychat account, we see: "already connected to ELEMENT. Request access from the owner."
What we've done so far:
- Submitted a ticket through the support form on Nov 6 (Account ownership, High impact)
- Pressed "Talk to a person" in the AI agent email and followed up on Nov 9
- Sent a DM to @manychat directly from @element.karaganda as proof of ownership
The AI agent said we need to provide proof that we own the Instagram account, but it can't tell us what exact proof is needed or where to send it. We are logged in to @element.karaganda and can provide any proof right away.
Could someone from the Support team please look at our ticket (I'm posting from the same Manychat account the ticket was sent from) and tell us what exactly is needed to disconnect @element.karaganda from the old "ELEMENT" account? This is blocking a project launch.
Thank you!