Comment reply refused, and why Meta rejects the private message
A comment reply is refused when Meta does not accept the private message the agent or your team sent to the commenter, or when Mujib stops the send because it already knows it would be refused. The reason shows in the comment’s details on the Comments page, and the comment usually stays in Needs your reply until you decide what to do.
A private reply to a Facebook or Instagram comment follows two Meta rules. The first, as the Comments page puts it: One private message per comment — Meta allows no second one, and there is no editing after it is sent. The second: it must go out within 7 days of the comment being written. Most refusals come back to one of the two.
Why did Meta refuse the private reply to a comment?
Section titled “Why did Meta refuse the private reply to a comment?”Because the one allowed message was used, the time limit passed, or the commenter can no longer be reached. These are the causes as Mujib explains them in the comment’s details:
| Cause | What to do |
|---|---|
| Someone replied privately from outside Mujib: the Page’s own inbox, or an automatic reply set up on the Page | Nothing; the customer got their answer, and Meta allows no second one |
| The commenter does not accept private messages from the Page | Reply publicly under the comment if public replies are enabled for you, or ignore the comment |
| 7 days have passed since the comment | Make it a Staff task if you want to reach them another way, or Ignore it |
| The author deleted the comment | Nothing; the comment moves to Ignored |
| The comment is hidden from the post | Unhide it if you want to reply: with Show if hiding comments is enabled for you, or on Facebook or Instagram itself |
| The Facebook Page or Instagram account is not connected right now | Reconnect the Page from Channels, then send |
Can I try again after a refusal?
Section titled “Can I try again after a refusal?”It depends on the cause: some refusals are final, others pass and you can send again.
- Final: the message was already used, the commenter does not accept private messages, or the time limit passed. The send button goes away and A private reply is no longer possible for this comment or a more precise reason shows; retrying does not help.
- Can be retried: Send the private message stays on screen with a notice about the last attempt and its time. This happens when the Page connection needs renewing, so you reconnect it and send, or when Meta refuses for a passing reason: Meta refused the last attempt to send the private reply. You can try again.
- Meta did not answer: if no answer came back from Meta, the reply may well have arrived. Sending again is safe: if it had arrived, Meta refuses the repeat and the comment is recorded as Answered.
A line in English may show under the notice: that is Meta’s own text as it sent it, useful to our support team if you need us.
What do I do with a comment whose reply was refused?
Section titled “What do I do with a comment whose reply was refused?”Read the reason first, then follow these steps in order.
- Open Comments, then Needs your reply, and pick the comment to see the reason and the Private-reply window.
- If the connection is the cause, reconnect the Page from Channels, then go back to the comment and press Send the private message.
- If the refusal is final and public replies are enabled for you, choose Reply publicly and write your reply under the comment. Public replies and hiding comments are available on request; when they are not enabled you see Public replies and hiding comments are not enabled for your workspace.
- If nothing is left to do on the comment, press Staff task so someone on your team reaches the customer another way, or Ignore.
- If a teammate ignored the comment by mistake, open it from Ignored and press Put back in the queue.
- Still stuck? Write to abdalrahman@mujib.ai with the post and the time of the comment, and copy Meta’s English text if you saw it.
How do I get fewer refused comment replies?
Section titled “How do I get fewer refused comment replies?”Reply quickly, and from one place.
- Reply within the limit: the Private-reply window meter on each comment shows how much time is left.
- Don’t reply from two places: if you reply privately from the Facebook Page, Mujib’s reply after it is refused, and the other way round.
- Let the agent reply automatically to questions as they arrive. The setup is in Comment replies, and fixed replies for chosen words in Keyword replies.
- Remember a private reply does not open the 24-hour window: the conversation starts when the commenter answers. See 24-hour window.
Frequently asked questions
How many private messages can I send to one commenter?
One. That is Meta's rule, and the message cannot be edited after it is sent, nor followed by a second one.
I replied to the comment from the Facebook Page, so why did Mujib's reply get refused?
Because the one private message allowed was used from the Facebook Page itself. The customer got their answer, and a second one is not needed.
Does the private-reply window stay open forever?
No. Meta allows a private reply within 7 days of the comment being written; after that the send button goes away.
Does a private reply open a conversation the agent can continue?
The conversation starts when the commenter answers your message. It then shows in the inbox, and the agent or your team carries it on.
What happens to a comment its author deleted?
It moves to “Ignored”, its draft is cleared, and nothing is sent.