Troubleshooting Facebook Messenger in Crisp

Learn how to fix common Facebook Messenger connection issues in Crisp.

This guide helps you troubleshoot the most common issues with the Messenger plugin, such as missing Facebook Pages, messages not arriving in Crisp, expired Facebook permissions, or Messenger reply limitations.

My Facebook Page is not listed in the plugin settings

If you cannot see your Facebook Page in the Messenger plugin, Crisp may not have been granted access to that page.

To fix this:

1. Go to Crisp.
2. Open Plugins → Messenger.
3. Click Reconnect to Messenger.
4. In the Facebook window, click Edit Settings.
5. Select the pages Crisp should access.
6. Grant the requested permissions.
7. Return to Crisp and connect the page again.

Once the page is correctly authorized, it should appear in the Messenger plugin settings.

My Facebook Page is connected, but I do not receive messages

If your page is connected but Messenger conversations do not arrive in Crisp, check the Meta advanced messaging configuration.

Crisp must be configured as the Primary Receiver for Messenger.

1. Log in as the Facebook Page.
2. Open the page and click Manage.
3. Open the page settings from the left menu.

4. Go to Page Setup → Advanced Messaging.

5. Confirm that Crisp appears under Connected Apps.
6. Under Handover Protocol, click Configure for Messenger receiver.
7. Set Crisp as the Primary Receiver.

You can also open Facebook Advanced Messaging settings directly.

After Crisp is set as the primary Messenger receiver, new Messenger conversations should start arriving in your Crisp Inbox.

I changed my Facebook password

If the Facebook password changed, the Messenger authorization token used by Crisp may need to be refreshed.

To fix this:

1. Open Plugins → Messenger in Crisp.
2. Click Reconnect to Messenger.
3. Log in to Facebook again.
4. Confirm the pages Crisp should access.
5. Return to Crisp.

This refreshes the authorization between Facebook Messenger and Crisp.

The user who connected Messenger left the company

If the Facebook user who authorized the connection loses admin access or leaves the company, the Messenger connection can break because Crisp was using that person's Facebook authorization token.

To fix this:

1. Open Plugins → Messenger in Crisp.
2. Click Reconnect to Messenger.
3. Log in with an active Facebook admin account.
4. Select the pages Crisp should access.
5. Return to Crisp and reconnect the affected pages if needed.

I cannot reply to an old Messenger conversation

Messenger limits replies after the 24-hour messaging window.

If a user contacts you on Messenger, your team can reply during the next 24 hours. After that window closes, Facebook may refuse the message until the user sends a new message.

This limitation is enforced by Facebook and cannot be bypassed from Crisp.

Still having issues?

If Messenger is still not working after checking the steps above, contact Crisp support and share:

• The Facebook Page name
• Whether the page appears in Plugins → Messenger
• Whether Crisp is set as the Primary Receiver
• A recent example of a Messenger conversation that did not arrive in Crisp

Updated on: 19/06/2026