Learn how to diagnose and fix the most common connection and message delivery issues between Instagram and Crisp.

Use this guide when the Instagram plugin cannot be configured, a Facebook Page is missing, authorization has stopped working, or Instagram messages are not reaching the Crisp Inbox.

The plugin shows “Not Configured” and the Connect button is disabled

This usually means the Facebook Page connected to Crisp does not have an Instagram Business Account linked to it. In Meta, connect the correct Instagram Business Account to the Facebook Page, then return to Crisp and reconnect the plugin from Plugins → Instagram.

The Facebook Page is missing from the list

Meta may hide Facebook Pages if Crisp was not granted permission to access them.

1. Go to Crisp.
2. Open Plugins → Instagram and click Reconnect with Instagram.
3. In the Meta window, click Edit Settings.
4. Select every Facebook Page that Crisp should access, then complete the authorization flow.

The Instagram or Facebook password changed

Changing the password for the connected Facebook or Instagram account may invalidate the existing authorization.

Go to Crisp, open Plugins → Instagram, click Reconnect with Instagram, and complete the Meta authorization flow again.

Instagram messages are not reaching Crisp

Start by refreshing the Instagram authorization. If messages still do not arrive, check the account connection and advanced messaging settings in Meta.

Reconnect the Instagram plugin

1. Go to Crisp.
2. Open Plugins → Instagram.
3. Click Reconnect with Instagram.
4. Re-select the Instagram account and its linked Facebook Page.
5. If the issue persists, disconnect and reconnect the Instagram Page completely.

Confirm the correct Instagram account is linked

1. Sign in to Facebook with an account that manages the connected Page.
2. Open the Facebook Page settings.

3. Go to Linked Accounts → Instagram and confirm that the correct Instagram account is connected.

Set Crisp as the primary Instagram receiver

1. From the Facebook Page settings, open Settings → Page Setup → Advanced Messaging.
2. Make sure Crisp is configured as the Primary receiver for Instagram.

3. Confirm that access to Instagram messages is enabled.

After updating the configuration, send a new Instagram message and confirm that it appears in the Crisp Inbox.

Updated on: 21/06/2026