> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.crisp.chat/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# 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](https://help.crisp.chat/en/article/how-to-connect-facebook-pages-messenger-with-crisp-1gbgm9d/).

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# ${color}[#0080dd](The Facebook Page is missing from the plugin settings)

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

1. Go to [**Crisp**](https://app.crisp.chat).
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.

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# ${color}[#0080dd](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.

#### ${color}[#445055](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](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-02-28-at-102526_e1sjop.png =1000xauto)

4. Go to **Page Setup → Advanced Messaging**.

![Open Advanced Messaging settings](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-02-28-at-103109_1nwyzge.png =1000xauto)

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

![Configure the Messenger receiver](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-02-28-at-103141_ea6ya6.png =1000xauto)

![Set Crisp as the primary Messenger receiver](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-02-28-at-103232_edv3ng.png =1000xauto)

You can also open [Facebook Advanced Messaging settings](https://www.facebook.com/settings/?tab=advanced_messaging) directly.

![Advanced Messaging settings walkthrough](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-02-28-at-102812_13vycai.gif =1000xauto)

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# ${color}[#0080dd](The Facebook password changed)

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

Go to [**Crisp**](https://app.crisp.chat), open **Plugins → Messenger**, click **Reconnect to Messenger**, and complete the Meta authorization flow again.

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# ${color}[#0080dd](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.

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# ${color}[#0080dd](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.