Instagram message not showing in Mujib and how to fix it
When an Instagram message is not showing in Inbox, the usual cause is that the Instagram account is not connected to Mujib through a Facebook Page, or that message access is turned off in the Instagram app. Start with the Instagram card on the Channels page, then go through the steps below in order.
Why are Instagram messages not showing in the inbox?
Section titled “Why are Instagram messages not showing in the inbox?”Because the message never reached Mujib, or it did but is hidden by a filter or is a kind that cannot be displayed. What you see points to the cause:
| What you see | Cause | Fix |
|---|---|---|
| The card says Not connected | The account is not connected, or the Facebook Page it comes with was disconnected | Press Connect Instagram |
| The card says Connected but no message arrives | Message access is off in the Instagram app | Turn it on as in the next section |
| The card says Connected — with an issue with a notice that nothing has arrived since connecting | Messages are not reaching Mujib from Meta | Press Reconnect the Page |
| The card says Connected — with an issue with another reason | The connection expired or permissions are missing | See Facebook Page disconnected |
| A message reads An Instagram message that can’t be shown here — open it in the app | A kind of message Mujib does not display | Open it in the Instagram app |
| A message carries The customer deleted this on Instagram | The customer deleted it after sending | Nothing; it stays readable for your team |
The nothing-has-arrived notice appears an hour after connecting if no message came in that time, and only the owner and managers see it.
How do I let Mujib access Instagram messages?
Section titled “How do I let Mujib access Instagram messages?”Turn on message access in the Instagram app itself. Meta requires it: without it the account stays connected, but its messages reach no connected tool.
- Open the Instagram app with the professional account connected to Mujib.
- Open Settings, then Messages and story replies.
- Open Message controls.
- Under Connected tools, turn on Allow access to messages.
- Ask someone else to message your account, and check that the message shows in Inbox.
Menu names can differ slightly with the app’s language and version.
Why did some Instagram messages arrive and others not?
Section titled “Why did some Instagram messages arrive and others not?”Because Mujib receives messages from the moment you connect, and does not fetch what it missed.
- A message sent before you connected does not appear in Mujib; you find it in the Instagram app.
- A message that came while the connection was down does not appear after you reconnect either.
- A filter is hiding it: in Inbox, set Channel to All channels or Instagram, and press All in the status bar. Conversations marked Possible spam have their own filter.
- Your account is branch staff: Your branch’s conversations, plus the conversations not assigned to any branch — every branch sees those.
- The customer messaged a different account from the one linked to your Page.
What do I do, step by step?
Section titled “What do I do, step by step?”Follow these in order; the most common causes come first.
- Open Channels and look at the Instagram card. Connecting channels is for the owner or a manager; if you are staff, ask them.
- If it says Not connected, press Connect Instagram and sign in to Facebook with the account that manages the Page. If Instagram does not connect with the Page, make sure the account is professional and linked to it, then try again.
- Turn on message access in the Instagram app, as in the section above.
- If the card says Connected — with an issue, read the reason under it and press Check the connection now if you see it, or Reconnect the Page.
- Test with a new message from another Instagram account, and watch Inbox with the Instagram filter.
- Check the inbox filters if the message reached Mujib but you do not see it.
- Still stuck? Write to abdalrahman@mujib.ai with the Instagram account name and the time of the message that did not show.
The full connection steps are in Connect Instagram and Messenger, and what the agent does on the channel in Instagram.
Frequently asked questions
Do older Instagram messages appear after I connect the account?
No. Mujib receives the messages that arrive after you connect, and does not import earlier ones or those that came while the connection was down.
Do I need a professional Instagram account?
Yes. Meta requires a professional account linked to a Facebook Page, and Mujib connects it together with that Page.
Why does the inbox say an Instagram message can't be shown?
It is a kind of message Mujib does not display. Open the conversation in the Instagram app to see it in full.
If I reply from the Instagram app, does my reply show in Mujib?
Yes. It shows in the conversation as a reply from your team, and the agent stops replying in that conversation.
Does disconnecting the Facebook Page stop Instagram?
Yes. Instagram works through the Page connection, so disconnecting the Page stops it too, and reconnecting brings it back.