---
title: "Instagram & Facebook Troubleshooting Guide"
description: "Meta Troubleshooting Guide: Instagram & Facebook"
url: https://help.boxly.ai/en/articles/10182780-instagram-and-facebook-troubleshooting-guide
collection: "Meta Troubleshooting"
updated: 2026-10-28
language: en
---

# Instagram & Facebook Troubleshooting Guide

Meta Troubleshooting Guide: Instagram & Facebook

## Meta Troubleshooting

* * *

1.  Log into [www.facebook.com](http://www.facebook.com)
    
2.  Click your profile picture in the top right corner
    
3.  Click settings and privacy
    
4.  Click **settings**
    
5.  Scroll down on the left menu and click page setup
    
6.  In Page setup, click Advanced Messaging
    
7.  Click **edit** next to **Enquirybot Messenger**
    

![](https://staticfiles.gleap.io/ghelparticle/qIgs5ajP26TC45CUA4SwAxusj9Zs0mIjYGUl1pVRSb5ZjtRzjjKtYKapoAXJmmhMAF3Tpk1Hq4Q.png)

8.  Make sure all of the below toggles are on and save
    

![](https://staticfiles.gleap.io/ghelparticle/zbf39Txh8qjBAEg0Ci5LmEJcTCJZK3828tF6YLoKzyITqmDYCfRPzIA164vsWnxxXN7mS8IjJdY.png)

Should you have any other CRMs, including Enquirybot, please turn off the toggles for them, there should be no Toggles on except for **Enquirybox Messenger**

![](https://staticfiles.gleap.io/ghelparticle/LGCA9xGfuqUcOVdkRgS7IgSMqFU7OlBtg6cOWbhLnZEsZKC7SUvGiAiMeIlFcrdRwox6B0D0avE.png)

### Additional checks 

1.  Go to [business.facebook.com](http://business.facebook.com) 
    
2.  Click your profile picture on the left, then click settings
    
3.  Scroll down on the left menu to **Integrations**
    
4.  Click “**Conversation Routing”** 
    
5.  Make sure all of the toggles are **ON** for Enquirybox and off for all other channels 
    

### When in Integrations 

✅ Click on **Conversation Routing**

![](https://staticfiles.gleap.io/ghelparticle/BuXEPQMKlaiP6EvBmRE1wVbBUxoQex3GAwREMsyznLgCRiFbHrOGguK4og2nPrbQBcThqmulz68.png)

Make sure **Enquirybox** is the Primary receiver and all other toggles are switched off. Sometimes Meta has **Messenger** as the primary receiver, and you will only be able to see messages in the **Facebook Messenger app**

### Finally, on Instagram:

1.  Click the **hamburger** menu on your profile
    
2.  Scroll down and click Messages and story replies
    
3.  Click **Message requests**
    
4.  Turn on the toggle that says **“Allow access to messages”**
    

## Links for Meta related articles:

* * *

1.  [**Connect Facebook Pages**](https://help.boxly.ai/en/articles/7228337-connect-facebook-pages.md)
    
2.  [**Connect Instagram Accounts**](https://help.boxly.ai/en/articles/7228341-connect-instagram-accounts.md)
    
3.  [**Connecting Facebook, Instagram, and Lead Ads to Multiple Boxly Accounts**](gleap://article/10182672)
    
4.  [**Create WhatsApp Message Templates**](https://help.boxly.ai/en/articles/8779334-create-whatsapp-message-templates.md)
    

**Boxly is here to help you work smarter, not harder -** let’s keep streamlining your lead management together!

> Contact us at [support@boxly.ai](mailto:support@boxly.ai) if you need any assistance!