First, check whether it's happening with one contact or with everyone. Then find what you're seeing below.
The Message Box Is Locked for One Contact
There's a red dot next to the contact's name, and the message box reads "This contact isn't available to be messaged right now." That contact is outside Meta's 7-day messaging window, or the window never opened. Meta is blocking the message, and there's no way around it.
You can message them again as soon as they send you something. To see everyone you can message right now, open the inbox filters and set Availability to 7 Day.
The Learn more link in the message box opens What Is the 7-Day Messaging Window?, which covers what opens the window and what doesn't.
You Can Read Conversations but Can't Reply to Anyone
You have a login, but you haven't been added as an Inbox Agent. Your role decides what you can see. Being an Inbox Agent decides whether you can reply.
Ask whoever manages your team in Ellipsend to add you. They go to Settings → Inbox → Inbox Agents, click Edit, and add you under Add team member. You can reply right away, with no need to log out and back in.
The full steps are in What Is an Inbox Agent?. If they don't see a way to add you, every Inbox Agent seat on the plan is in use. That article covers seats too.
Nothing Sends to Anyone
When every send fails, look at the connection between Ellipsend and your Instagram or Facebook.
Another DM tool is connected to your Page. If you've used ManyChat, GoHighLevel, or another DM tool on this account, now or in the past, two settings on your Facebook Page decide which app is allowed to send. Fix them with How to Give Ellipsend Control of Your Conversations.
Someone changed the Facebook password. That can disconnect Ellipsend. Go to Settings → Connections and click Refresh Facebook permissions. The button can show as an icon, so hover it to see its name. Reconnect After a Password Change, a Disconnect, or Expired Permissions has the steps.
Message access is off for Instagram. One setting on your Facebook Page and one in the Instagram app let Ellipsend handle your Instagram DMs. Turn On Message Access in the Instagram App shows where both are.
Messaging is turned off on your Facebook Page. This one only affects Facebook. See How to Enable Messages in Facebook Settings.
Instagram Says Your Account Can't Send Messages
If Instagram shows a notice that your account can't send messages, the block is on Instagram's side and nothing in Ellipsend's settings will lift it. Have whoever has access to the Instagram account open the Instagram app and follow the steps in the notice. Usually that means verifying your identity.
If only messages with a link are failing, send the link with the Link option in the + menu instead of pasting it into the message.
Then message us in the chat so we can check your connection from our side.
A Photo, Video, or Voice Note Won't Send
Click the + next to the message box and choose Image, Video, Upload audio, or Record voice note. A file over these limits won't go through.
Images: under 8 MB. JPEG, PNG, or GIF.
Videos: up to 25 MB. MP4, MOV, or AVI.
Audio: up to 25 MB and under 5 minutes. AAC, MP4, or WAV.
Text has a limit too. A message can be up to 1,000 characters, and the counter in the corner of the message box shows how much you've used.
Still Not Sending
Refresh the page and try once more. If it still fails, click the Need Help? tab on the right edge of the screen and send us these three things.
The username of a contact it's failing for.
A screenshot of what you see when you try to send.
Whether it happens with one contact or with everyone.