If your Meta inbox stops showing or stops receiving messages, work through these steps in order. Your conversations stay in place the whole time.
Don't delete your Meta inboxes. Deleting an inbox removes all of its conversations from Commslayer, and it isn't needed to fix the connection.
1. Reconnect the inbox
If the inbox shows Disconnected in Settings → Inboxes, click Reconnect, then Click here to reconnect. and log in with Facebook. Select every Page and Instagram account you want connected. One reconnect covers both the DMs and the Comments inbox of that Page.
Inbox disconnected: how to reconnect, and what deleting an inbox does →
2. Check Commslayer's access in Meta Business
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Go to Business Manager and click Settings
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Select Integrations and then Connected apps. Commslayer should be on the list
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If multiple accounts are connected, click the link in the yellow box
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Click View and edit in the Commslayer Meta app
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Make sure all Pages and Accounts are checked in the list
If something was unchecked, check it, save, and reconnect the inbox in Commslayer as in step 1.
3. Still not working? Remove the app in Meta and reconnect
If all Pages and Accounts are checked and the inbox still isn't working, remove Commslayer in Meta Business and connect again. Go back to Business Integrations and click Remove on Commslayer:
This removes Commslayer's access in Meta. It doesn't delete your inbox or its conversations in Commslayer.
After removing the app, go to Settings → Inboxes in Commslayer:
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If an inbox shows Disconnected, click Reconnect, then Click here to reconnect. and log in with your Meta Business account. Select every Page and Instagram account you want connected. Your conversations stay in place.
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If the DMs or the Comments inbox is missing, go to Settings → Inboxes → Add inbox → Meta comments & DMs, log in and pick the Page. Commslayer adds the missing inbox and leaves the other one in place. A Page that already has both inboxes isn't listed there.
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If the inbox doesn't show Disconnected, there is no Reconnect button. Contact support from the chat inside the app and tell us which Page it is.
4. Still no messages?
Contact support from the chat inside the app before you delete anything. Tell us which Page or Instagram account is affected and when messages stopped arriving. Deleting an inbox removes all of its conversations.
Common problems
Reconnect shows "There was an error, please try again"
Usually the Facebook login you used doesn't include that Page. Reconnect again, log in with a profile that manages the Page and, in Meta's window, make sure the Page is ticked.
Facebook works, Instagram doesn't
Commslayer reads the Instagram account from its Facebook Page when you connect or reconnect. If you connected the Instagram account to the Page afterwards, go through steps 2 and 3 above so the inbox is reconnected. If the inbox doesn't show Disconnected afterwards, contact support from the chat inside the app.
The same Page is connected in two Commslayer accounts
Keep a Page connected in one Commslayer account only. When it is also connected in a second account, such as a test account, Instagram DMs are delivered to one of the accounts only, and a disconnected inbox in one account can stop comments in the other. Contact support from the chat inside the app before you remove anything.