Troubleshoot Meta channel setup

Start with the symptom you can observe. Check that specific connection, correct it and repeat the same test. The setup journey explains the complete sequence; this page helps when a step does not produce its expected result.

Credentials or business assets

Symptom	Inspect here	Correct and retest
Required permission is absent from the token dialog	Meta app → Use cases → correct channel → Permissions and features; confirm the token wizard's selected app	Add/customize the required use case or resolve its access requirement, then generate the token for that app
Page cannot be found or Page token is rejected	Business settings → Accounts → Pages; System User → Assigned assets; token permissions and Page ID	Assign the intended Page/app and obtain the correct token. Save through Set Up Messenger and Instagram, then Check again
App Secret rejected or app identity not confirmed	Meta App Id on the account and App settings → Basic for that app	Use the corresponding Meta App Secret. Do not use the Instagram-login product secret. Read the exact setup note; a saved credential is not proof every remote check succeeded
Instagram account not linked, or different from the stored account	The Page's linked professional account, its portfolio, token permissions and account access	Correct the Page association/access, rerun Verify and Save and check Instagram Account Id
Connection worked before but calls now fail	Token expiry/revocation and recent app, asset or administrator access changes	Follow credential replacement; repeat inbound and reply checks

No incoming message in Salesforce

Confirm the customer destination. Check the actual business number, Page or Instagram professional profile used by the participant against the IDs on the Connect Account.
Check app availability for that participant. Messenger development roles and WhatsApp's publication warning differ. Use the channel-specific test/go-live guidance.
For Instagram, check the route. The account must be professional, Page-linked, and allow connected tools to access messages. A webhook configured only under Instagram login is the wrong route for this release.
Read the setup checklist. Use Check again. Confirm the intended callback, app-to-asset subscription, active account/channel and configuration rows.
Inspect Connect Logs. Look for a Meta Inbound Receipt around the test time. If present, inspect its result to distinguish receipt processing/matching/file work from a webhook that never arrived.
Repeat the same test after the correction. If using a retained Messenger/Instagram receipt, Replay Meta Webhook can retry processing. Confirm the message in the feed.

If no receipt exists, do not immediately conclude a Salesforce mapping failure. Inspect the Meta delivery and callback configuration first. If a receipt exists, use its reported result rather than changing all app settings.

Webhook validation or destination problems

Verification fails: confirm the callback is the active HTTPS public Site URL with the correct path prefix and incoming endpoint. For manual verification, use the Connect Account Verification Token, not the access token.
Sent to another address: determine which org uses that destination. Use Replace only for the intended routing change; review the WhatsApp account override before editing the shared app callback.
Instagram events rejected on Page: use the distinct Page and Instagram event lists. In particular, messaging_seen is an Instagram event.
Messages arrive but delivery/read updates do not: inspect the corresponding subscription fields and the customer action. Do not assume a receipt exists for every message just because text delivery works.

Message arrived, but record matching or creation is wrong

Open the active Connect Account Config rows for that account/channel. Confirm Object API Name, Channel Identity Field, matching priority and the intended Is Default New Record row. Messenger uses the scoped PSID field; Instagram uses its scoped ID field. A username or business Page ID will not match a customer's scoped identity.

Check New Record Default Values for required fields and the identity mapping using {{phone}}. Review the actual validation error if creation is refused. For an account mapping, enter the field API name containing the Connect Account ID, not the ID itself. See worked Lead and custom-object examples.

A fallback profile name is not evidence that the incoming message failed. Profile information can be unavailable even when messaging is allowed. For new senders, REDA Connect keeps the scoped identity and uses the available name/username or channel fallback.

Incoming messages work, but the reply fails

Open the failed message and read the error shown in the feed or message details.
For Messenger/Instagram, confirm the customer sent a message within the current 24-hour reply window. An outbound message does not reopen that window; ask the participant to initiate a fresh test message.
Check the corresponding opt-out field, active account/channel, recipient identity and token status.
Confirm the message type is supported. This release supports Meta text replies and text-only templates/script steps; it does not add Meta bulk sends or structured/media chat-script steps.
Correct the specific issue and send a new agreed test reply. Do not automatically resend a message whose actual delivery is uncertain without checking the customer app.

Text works, but a file is missing or rejected

Outbound: confirm Allow Document Sharing, the channel's file type and the 4.4 MB Messenger/Instagram application limit. Instagram's picker supports JPEG/PNG and PDF. Check the final message result because attachment sending completes asynchronously.
Inbound: a received attachment link and a stored Salesforce File are separate stages. The download occurs separately. Inspect the receipt/file error if the file is not stored.
Remote host access: confirm the relevant packaged Remote Site Settings are Active in this org. For a push upgrade, Salesforce delivers newly added settings inactive; the subscriber administrator must activate the new setting there. Do not deactivate the packaged settings.
Recovery: after resolving the cause, use Replay Meta Webhook on the retained Messenger/Instagram receipt to retry unfinished attachment work, then open the resulting file. If the source URL is no longer available, obtain a fresh agreed test attachment.

A supported file type does not guarantee that Meta accepts every individual file. Use the returned upload error and a small known-good file to distinguish file-specific rejection from a broader connection failure.

A setup action or channel is missing

Check the installed package version, the user's existing permission-set tier and the assigned page layout. For a custom layout, add the packaged Set Up Messenger and Instagram, Set Up WhatsApp or replay action where appropriate. Check channel values and their Message Type/Status dependencies after an upgrade. Use the recommended layout checklist to locate and add the existing packaged fields and actions.

What to collect for support

Provide the installed version, channel, test time/timezone, the business asset involved, expected versus observed behavior, exact error and relevant Connect Log/message reference. State whether the customer app received the reply and whether another channel works on the same account. This makes it possible to investigate the actual failed step.