Articles on: Troubleshooting

How to troubleshoot Messenger issues

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


Use this guide when a Facebook Page is missing from the plugin, Messenger messages do not reach Crisp, an existing authorization has stopped working, or Messenger refuses a reply.


For first-time installation, follow How to connect Facebook pages (Messenger) with Crisp.



The Facebook Page is missing from the plugin settings


Crisp may not have been granted access to the Facebook Page.


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



The Facebook Page is connected, but messages do not reach Crisp


Check the Meta advanced messaging configuration and make sure Crisp is the primary Messenger receiver.


Check the Facebook Page settings


  1. Sign in to Facebook with an account that manages the Page.
  2. Open the Facebook Page and click Manage.
  3. Open the Page settings from the left menu.


Open Facebook Page settings for Messenger


  1. Go to Page Setup → Advanced Messaging.


Open Advanced Messaging settings


  1. Confirm that Crisp appears under Connected Apps.
  2. Under Handover Protocol, click Configure for Messenger receiver, then set Crisp as the Primary Receiver.


Configure the Messenger receiver


Set Crisp as the primary Messenger receiver


You can also open Facebook Advanced Messaging settings directly.


Advanced Messaging settings walkthrough



The Facebook password changed


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


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



The Facebook admin who connected Messenger left the company


The connection may stop working if the Facebook user who authorized it loses access to the Page or leaves the company.


Reconnect Messenger from Plugins → Messenger using an active Facebook account that manages the Page.



Messenger refuses a reply after 24 hours


Messenger limits replies after its 24-hour messaging window. After a user sends a message, your team can reply during the following 24 hours.


Once that window closes, Messenger may refuse new replies until the user sends another message.

Updated on: 21/06/2026

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