Work through these in order. If messages show up for you but a teammate can't see them, skip to check 6.
1. Check the Meta Card
Go to Settings → Connections. The Meta card shows your Facebook Page and your Instagram account, each marked Connected or Not connected.
Both should say Connected, and they should be the right Page and the right Instagram account. Click a row to change which one is selected.
2. Refresh Facebook Permissions
On the same card, click Refresh Facebook permissions. The button can show as an icon, so hover it to see its name.
When Facebook asks whether to continue with your previous settings, click Edit settings. Check that your Page, your Business, and your Instagram account are all selected, then finish the flow. If the Instagram account isn't selected there, its DMs don't reach Ellipsend.
This is also the fix when someone changed the Facebook password, which can quietly disconnect Ellipsend. If a refresh doesn't fix it, follow Reconnect After a Password Change, a Disconnect, or Expired Permissions.
To hear about a dropped connection right away, keep the Page Disconnected email on in Notifications.
3. Give Ellipsend Control of Your Conversations
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 gets your conversations. Follow How to Give Ellipsend Control of Your Conversations.
4. Turn On Message Access for Instagram
Instagram DMs need two switches turned on. They're usually on by default.
On your Facebook Page, Allow access to Instagram messages in Inbox.
In the Instagram app, Allow access to messages under Message Controls.
Turn On Message Access in the Instagram App shows where both are.
5. Check Messaging on Your Facebook Page
This check is for Facebook messages only. Try to message your Page from a personal Facebook account. If there's no option to send a message, messaging is turned off on the Page. Turn it on with How to Enable Messages in Facebook Settings.
6. Check Whether the Conversation Is Hidden
The message may have arrived where this person can't see it.
Allow Non-Admin Users to View All Contacts is off. It's off by default. While it's off, teammates who aren't Admins or Managers only see contacts assigned to them and contacts that aren't assigned to anyone. Turn it on in Settings → Inbox → Inbox Settings. More in the Settings guide.
A Spotlight or filter is on. Clear them and look again.
The conversation was marked Private or Spam. A Private conversation can only be seen by the Owner role. Inbox & Messaging covers both.
7. Send a Test
Have someone DM your account from a profile that doesn't manage the Page. When it shows up in the inbox, reply to it. If both work, you're connected.
Still Not Arriving
Click the Need Help? tab on the right edge of the screen and send us these three things.
The usernames of one or two contacts whose messages are missing.
Whether it's Instagram, Facebook, or both.
Which checks above you've already done.