> ## Documentation Index
> Fetch the complete documentation index at: https://docs.visitoai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot Meta connections

> Diagnose Meta authorization, asset selection, activation, message delivery, and duplicate-response problems.

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

## Quick diagnosis

| What happened                                      | Likely cause                                                        | First action                                                       |
| -------------------------------------------------- | ------------------------------------------------------------------- | ------------------------------------------------------------------ |
| The Meta window did not open                       | Popup, redirect, or browser-session blocking                        | Allow popups, keep Visito open, and retry                          |
| The intended asset is missing                      | Wrong Meta identity or insufficient asset access                    | Confirm the signed-in Meta user and asset permissions              |
| Visito says the asset belongs to another workspace | Existing Visito ownership                                           | Find the owning workspace and disconnect it there                  |
| The flow returned but no channel appeared          | Authorization was canceled, expired, or incomplete                  | Refresh Channels once, then restart the flow                       |
| WhatsApp shows pending activation                  | Coexistence is not finished in the Business App                     | Finish the in-app/QR steps, then use **Retry Activation**          |
| The channel is degraded                            | Meta access or channel state changed                                | Review row actions, diagnostics, or token refresh for that channel |
| Inbound messages do not appear                     | Messaging controls, Page settings, or connection health             | Verify Meta message settings and send a new inbound test           |
| Messages arrive but Visito does not respond        | **Respond** is off, channel is inactive, or property scope is wrong | Check **Active**, **Respond**, and assigned properties             |
| Guests receive two replies                         | Meta or another provider also has an automation enabled             | Disable the conflicting greeting or instant reply                  |

## 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.

## 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.

## 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.

<Warning>
  Disconnecting interrupts message routing for the current workspace. Coordinate the move with its operators.
</Warning>

## 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.

## 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.

## 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.

## 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

## 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.

<Card title="Return to Meta channel setup" icon="arrow-left" href="/product-guides/channels/meta/overview">
  Review the setup paths and success checklist.
</Card>