Troubleshoot Meta connections

Start with the visible symptom. Avoid removing business assets, deleting WhatsApp accounts, or revoking every Meta integration until you know which state is broken.

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Quick diagnosis

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The Meta window does not open

1. Confirm you started from Connections → Channels.
2. Allow popups and redirects for the Visito dashboard.
3. Close older Meta authorization windows.
4. Retry in a normal desktop window.
5. If needed, sign in to Meta in another tab first and restart the connection.

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The account, number, or Page is missing

Verify:

• The Meta window is using the intended login.
• The asset belongs to or is shared with the expected business.
• The user can manage messaging for that asset.
• The Instagram account is Professional.
• Facebook Page messaging is enabled.
• The WhatsApp number is in the state required by the selected setup path.

If another person controls the asset, ask someone with sufficient Meta access to grant or correct your access before retrying.

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The asset belongs to another Visito workspace

A Meta channel should have one owning Visito workspace.

1. Switch to the workspace that currently owns the channel.
2. Confirm it is the same Meta asset.
3. Disconnect it from that workspace.
4. Return to the intended workspace and reconnect.

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WhatsApp coexistence remains pending

1. Open the WhatsApp Business App on the connected phone.
2. Complete any pending coexistence confirmation or QR step.
3. Return to Connections → Channels.
4. Open row actions and select Retry Activation.
5. Wait for the row to refresh before starting a second connection.

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The channel is connected but messages do not flow

Check the full path:

1. The row is healthy and Active.
2. Respond is enabled when the AI should answer.
3. The correct properties are assigned.
4. Instagram Message Controls or Facebook Page messaging allow the inbound message.
5. The test is a new customer message, not only an old conversation.
6. For WhatsApp-initiated outbound messages, use an eligible approved template when required.

Then open Conversations and search for the sender.

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Duplicate responses

Check Meta Business Suite Inbox automations for the connected Instagram account or Facebook Page. Turn off greetings, instant replies, FAQs, or other automations that overlap with Visito. Also confirm the same asset is not connected to another messaging provider.

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Use built-in recovery before removing integrations

Use the channel-specific Visito actions first:

• WhatsApp: open Health to review phone and account diagnostics.
• WhatsApp coexistence: use Retry Activation after completing the Business App steps.
• Instagram: use Refresh token when the existing authorization needs renewal.
• Callback error: use the page’s Retry connect action.

Remove old app access only when:

• The normal authorization flow repeatedly selects stale permissions
• You have confirmed which Visito workspace owns the asset
• You can reconnect immediately
• Your team understands the temporary interruption

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Collect details for support

Record:

• Visito workspace name
• Channel type and visible channel name
• Approximate time of the failed attempt
• The step where the flow stopped
• Visible Visito error text
• Whether Meta showed the intended asset
• Current health or pending state

Do not send passwords, verification codes, QR codes, API keys, or full access tokens.