Error troubleshooting

Why can’t I receive inbound Instagram messages?

If you are not receiving Instagram messages inside Zaapi, it is usually because the connection permissions between Meta (Facebook/Instagram) and Zaapi have become outdated. This often happens if the admin connected to the account changes their Facebook password.

Please follow these steps to restore the connection:

1. To ensure Zaapi can receive messages, it must be set as the primary receiver.

• Go to your Facebook Page Settings.

• Navigate to Settings > Advanced Messaging > Handover Protocol > Instagram receiver.

• Select Zaapi as the Primary Receiver.

2. You must allow third-party tools to access your messages via the mobile app.

• Open the Instagram app on your mobile device.

• Go to Settings and privacy > Messages and story replies > Message controls.

• Toggle on Allow access to messages.

3. Once the settings above are correct, you need to reconnect the channel.

• Go to your Zaapi Integration settings.

• Locate your Instagram channel settings.

• Click the Reconnect button.

4. Send a test message to your Instagram account from a personal account (not the business account itself) to verify that it now appears in your Zaapi inbox.

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Why don't "Message Requests" appear in Zaapi?

Currently, Instagram's API does not send "Message Requests" (messages from people you don't follow or potential spam) to third-party platforms like Zaapi. We can only display messages that land directly in your primary Inbox.

To ensure you receive all messages in Zaapi, you must change your Instagram privacy settings so that new chats go directly to your Inbox rather than the Message Requests folder.

You can learn how to manage your message request settings on Instagram's official help page here.