Troubleshooting checklist for connecting an Instagram and Facebook chatbot

If you run into problems connecting your Instagram or Facebook chatbot, or your chatbot doesn’t send messages, use this checklist to make sure everything is set up correctly.

Instagram chatbots connect through Meta for Business Login, Instagram Login, or Facebook Login. First, run the checks that apply to all Instagram chatbots. Then, run the checks for your connection type. Facebook chatbots use the Facebook Login checks.

Let’s talk about how to verify your connection settings, set up conversation routing, and reconnect your chatbot.

General checks for Instagram chatbots

These checks apply to every Instagram chatbot, whichever connection type you use.

Check your Instagram account type

Your chatbot works only with an Instagram professional account. If you use Instagram Login, you can use a Business or Creator account. If you use Facebook Login, you can use only a Business account.

To find your account type, open your profile in the Instagram app and click ☰. Then go to Account type and tools > Account type.

If you have a personal account, click Switch to professional account. Read more: Create a Professional Instagram account and how account types differ.

Check access to messages on Instagram

Your Instagram account settings must allow connected tools to manage your messages.

If this access is off, your chatbot can't send messages, and Meta returns the following error: (#200) The account owner has disabled access to instagram direct messages.

In the Instagram app, click ☰ and go to Messages and story replies > Message requests. Make sure the Allow access to messages toggle is turned on. If it’s off, turn it on.

If you don’t see this toggle, your account isn’t professional. Switch your account type first, as described in the previous check.

Check if your account is not connected in another SendPulse account

You may see a message that the Instagram account or Facebook Page is already connected when you try to connect a chatbot.

An Instagram account or Facebook Page can be connected to only one SendPulse account at a time.

To fix this, log in to the SendPulse account where the chatbot is connected. Go to Chatbots > Manage bots and click Disconnect next to the chatbot. Then, log in to your current account and connect the chatbot again.

Read more: How to disconnect and delete an Instagram chatbot.

Check your browser login and pop-up settings

Sometimes the Meta login window doesn’t open when you connect a chatbot. In other cases, it keeps asking you to log in and doesn’t complete the connection.

Meta connects the Instagram account your browser is logged in to. If it’s a different account, log out of Instagram in your browser first. You can also open the SendPulse connection page in a private or incognito window. Then, connect your chatbot again.

Pop-up and ad blockers can stop the Meta login window from opening. Allow pop-ups for sendpulse.com or turn off your blocker for this site, and try again.

Checks for Facebook Login

These checks apply to Instagram chatbots with Facebook Login and to Facebook chatbots. Your chatbot works through your Facebook Page, so Meta checks the Page link, your Page role, and the permissions you granted to SendPulse.

Check the link between your Instagram account and Facebook Page

Your Instagram account must be linked to your company's Facebook Page for it to connect to SendPulse.

If the accounts aren't linked or your Facebook profile needs two-factor authentication, Meta returns the following error: (#10) Cannot verify the connection between the IG account, the logged in user and the page. Please try reconnecting or verify if the user needs 2-factor authentication.

To see if your accounts are linked, go to your Page > Settings > Linked accounts > Connected Instagram.

Your linked account's name, username, and a link to Instagram appear.

Make sure the Allow access to Instagram messages in Inbox toggle is turned on.

To see if your Instagram account is linked to a Facebook Page, open the Instagram app, go to your profile, click Edit profile, and find Public business information.

If the Page field shows your Page name, it is linked. If it shows Connect or create, click it and select your Page.

If you have multiple Facebook Pages, each linked to its own Instagram account, select the Page associated with your preferred Instagram account when setting up your chatbot in SendPulse.

Instagram settings often change over time, so menu names and locations may differ from those shown here. For up-to-date instructions, see the Instagram Help Center: Connect or disconnect an Instagram account and your Page.

Check your Facebook Page access

The Facebook account you use to connect your chatbot must have Facebook access with full control of the Page. Task access through Meta Business Suite is not sufficient.

To check your access, go to your Page's Settings > Page setup > Page access. Under People with Facebook access, make sure your account has full control. If not, ask someone who has full control to grant you the required access or invite you again.

When you invite a new person to the Page, turn on full control in the invitation. This option is off by default.

If your Facebook Page requires two-factor authentication (2FA), make sure it's enabled for your Facebook account. Otherwise, your Page won't appear in the list of available Pages when you connect your chatbot.

Check your permissions in Business integrations

When you connect a chatbot, the SendPulse app appears in your Facebook profile's Business integrations with access to your Facebook Page and Instagram account. If someone on your team changes these settings, the chatbot loses access.

If a permission is missing, Meta returns (#200) Permission Error.

To see your permissions, click your profile picture and go to Settings & privacy > Settings > Your activity > Business integrations. Click View and edit next to SendPulse. Make sure all permissions, including Manage your business, are turned on and your Facebook Page and Instagram account are selected.

Check your settings when reconnecting a chatbot

You can connect chatbots through only one Facebook account. When you first connect a chatbot, you select the Pages and Instagram accounts SendPulse can access in the Facebook login window. Facebook saves this selection.

If you click Reconnect in the Facebook login window, the window closes and your saved selection stays the same. To add a new Page or Instagram account using the same profile, click Edit previous settings, select the new Pages and accounts, and follow the remaining steps.

To connect using a different Facebook account, disconnect all Instagram chatbots connected through the current account in Chatbots > Manage bots, then log in using the other account when connecting.

If SendPulse doesn't show your updated Pages or accounts, refresh permissions. Read more in Reconnection options.

Checks for Instagram Login

With Instagram Login, your chatbot connects directly to your Instagram account. Your Facebook Page, Page access, and Business integrations settings don’t affect it.

Check the app permissions in Instagram

Chatbots connected through Instagram Login use the SendPulse Inst-IG app. For your chatbot to work, this app must keep every permission you granted during the connection.

If a permission is missing, Meta returns (#200) Permission Error.

To see your permissions, open the Instagram app, click the ☰ menu, and go to Settings and activity > Website permissions > Apps and websites.

On the Active tab, in the SendPulse Inst-IG, click View and edit. Make sure all permissions are granted.

If SendPulse Inst-IG is not on the Active tab, the app no longer has access to your account. Refresh permissions or reconnect your chatbot. Read more in Reconnection options.

Check the login method

When you connect your chatbot, Instagram may show the following error: You can't log in with this Instagram account. This means Instagram doesn't let this account log in through Instagram Login.

Log in with your Instagram email address and password. If Instagram asks for two-factor authentication, complete it. If the error appears again, connect your chatbot using a different method. Read more in Reconnection options.

Checks for Business Login

Business Login uses your Facebook account or Instagram professional account to log in. During the connection, you select the business portfolio that owns your Instagram account. The connection is tied to this business portfolio, not to the person who logged in. Check both the portfolio and the account used to log in.

Check the login option

When you’re logged in to Facebook in your browser, the Meta login window uses your Facebook account automatically and hides the Instagram option. To log in with Instagram instead, click Add another account in the account selector, or log out of Facebook in your browser. Because this login happens in the browser, not in the Instagram app, have your Instagram password ready.

If you log in with Facebook, the login window doesn't show the Allow access to messages setting. Turn it on in the Instagram app as described in the Check access to messages on Instagram section.

Check your business portfolio and Instagram account

If your Instagram account doesn’t appear in the Meta login window, or the connection fails after you select a business portfolio, check the portfolio settings.

Business Login connects your Instagram account through the business portfolio that owns it. For the connection to work, your Instagram account must belong to the portfolio you selected. Your Facebook account must also have full control of this portfolio, not partial access.

In Meta Business Suite, go to Settings > Accounts > Instagram accounts and select your account. Make sure the account is listed, and under People with full access, your profile has Full access. If you have partial access, ask a person with full access to the portfolio to give it to you. If you have multiple portfolios, select the one that owns the account in the Meta login window and connect each account as a dedicated chatbot.

Check the SendPulse app in your business portfolio

If you remove the SendPulse app from the business portfolio or move the Instagram account to another portfolio, the connection stops working. In Meta Business Suite, go to Settings > Integrations > Connected apps and make sure that SendPulse is listed. Then, connect your chatbot again and select the current business portfolio.

Reconnection options

If the checks above didn’t solve the issue, try the following options in order, from the simplest to the most complex. Each option works on its own. Once your chatbot works again, you don’t need to try the rest.

Start with Refresh permissions. It renews your chatbot's access without disconnecting it. Log in to Instagram or Facebook and complete the verification if Meta asks for it. Then, in Manage bots, open the menu next to your chatbot and select Refresh permissions. If the error persists, check your business portfolio and Instagram account.

Change the connection type if refreshing permissions didn't help, or your current type is unavailable for your account. In the same menu, select Switch bot to Instagram Login, Switch bot to Facebook Login, or Migrate to Meta for Business Login, then log in.

Reconnect your chatbot. If refreshing permissions doesn't help, delete your chatbot in Manage bots, remove the SendPulse app in your Facebook or Instagram settings, and connect the chatbot again.

Read also: Create an Instagram chatbot, Create a Facebook chatbot, and Manage chatbots.

Last Updated: 01.11.2026