Instagram or Messenger messages aren't arriving in Nateq

Reviewed by Ahmed Mohamed · Nov 12, 20264 min read1 view

Short answer

Usually Instagram's message access is turned off, the connection has expired, or another tool is receiving the messages. Check the channel status in Nateq, turn on Allow access to messages in Instagram, then send a fresh test message.

1. Check the channel status in Nateq

Go to Channels in the sidebar and open Instagram or Facebook. A channel with a problem is marked needs attention and shows one of these statuses:

StatusWhat it meansWhat to do

Access expiredThe connection lapsed, usually because the admin who connected it lost their Page roleReconnect with an account that has full control of the Page

Access expiringIt still works, but access is about to lapseReconnect now to avoid an outage

DisconnectedThe account was disconnectedReconnect it to start receiving messages again

Not receiving eventsThe account connected but isn't subscribed to Meta's message eventsReconnect. This re-runs the subscription

Subscription failedMeta refused the subscriptionRead the reason shown. If it mentions a permission, grant it in Meta, then reconnect

Waiting for first activityInstagram hasn't confirmed the account yetNothing to do. It resolves when the first message or comment arrives

Connections often expire after you change your Facebook password, remove an admin, or update two-factor authentication.

2. Turn on "Allow access to messages" (Instagram only)

Instagram blocks connected tools from reading DMs until you allow it.

1Open the Instagram app on the connected account.
2Go to Settings › Messages and story replies › Message controls.
3Under Connected tools, turn on Allow access to messages.

3. Make sure Instagram is a professional account linked to a Facebook Page

Nateq can only connect Business or Creator Instagram accounts that are linked to a Facebook Page.

1In Instagram: Settings › Account type and tools to switch to a professional account.
2In the Facebook Page settings: Linked accounts › Instagram to link the account.

4. Check your Facebook Page permissions

The person who connected the channel needs full control of the Facebook Page (and of the linked Instagram account). If their access was removed or reduced, reconnect the channel using an account with full control.

5. Disconnect other tools from the same Page

Another chatbot, CRM or inbox tool connected to the same Page can receive messages before Nateq does. Remove it in Meta Business Suite › Settings › Integrations (or Business apps), then send a new test message.

6. Send a fresh test message

Messages sent before the channel was connected, or while it was disconnected, don't appear in Nateq. Send a new message from a different personal account, not from the business account itself.

Still not working?

Contact Nateq support with:

1the Instagram username or Facebook Page name,
2the time you sent your test message,
3a screenshot of the channel status in Nateq.

Frequently asked questions

Why do I see some Instagram messages but not others?

Usually because they were sent while the channel was disconnected, or another connected tool received them. Messages sent while disconnected aren't recovered.

Do story replies and mentions show in Nateq?

Yes. Replies to your stories and mentions of your account in other people's stories both arrive in your inbox as messages. Nateq records which one started the conversation, and you can use story mentions as a trigger for an AI agent flow.

Can I reply to an Instagram message after 24 hours?

Meta allows business replies for 24 hours after the customer's last message. After that, a team member can still reply for up to 7 days: Nateq sends those replies with Meta's human agent tag, and the inbox shows how long you have left. The AI agent can't reply in that period, because Meta allows the tag only on messages written by a person. After 7 days, the conversation is locked until the customer writes again.

Do I need Meta Business verification for Instagram or Messenger?

No. Business verification isn't required to receive and reply to Instagram or Messenger messages.

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