If your Instagram account is not properly connected to Crisp, messages may fail to appear, sending may stop working, or the integration may become disconnected unexpectedly.

This guide walks you through the most common causes of Instagram connection issues and provides step-by-step instructions to restore the integration and get your conversations flowing again.

The plugin says “Not Configured” and the Connect button is disabled

This usually means the Facebook Page connected to Crisp does not have an Instagram account linked to it. Connect the correct Instagram Business Account to the Facebook Page, then reconnect the plugin.

I cannot see my Facebook Page in the list

Meta's login and permission flow may hide pages if Crisp was not granted access to them. Reconnect the plugin, click Edit Settings in the Meta window, and select the pages Crisp should access.

I changed my Instagram or Facebook password

If the Facebook or Instagram account credentials changed, reconnect Instagram from Plugins → Instagram so Crisp can receive a fresh authorization token.

Instagram messages are not landing in Crisp

Start by fully reconnecting the Instagram plugin.

1. In Crisp, go to Plugins → Instagram.
2. Click Reconnect with Instagram.
3. Re-associate the Instagram account and its Facebook Page.
4. If the issue persists, disconnect and reconnect the Instagram page completely.

Then check the Meta configuration from the Facebook account that manages the page.

1. Go to Facebook and log in as the connected page.
2. Open the page settings.

3. Go to Linked Accounts → Instagram and confirm the correct Instagram account is connected.

4. Go back to Settings → Page Setup → Advanced Messaging.
5. Make sure Crisp is configured as the Primary receiver for Instagram.

6. Confirm that access to Instagram messages is enabled.

Updated on: 04/06/2026