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Troubleshooting Account Connection Issues on BotSailor (WhatsApp, Facebook, Instagram, Telegram, Webchat)

Connecting your WhatsApp, Facebook, Instagram, Telegram, or WebChat accounts to BotSailor is usually a seamless process. However, sometimes you may face connection problems due to various reasons like permission issues, expired tokens, network restrictions, or platform-specific settings.

This guide covers common connection issues across all supported platforms and provides practical troubleshooting steps to help you get back on track quickly.

General Troubleshooting Checklist for All Platforms

Before diving into platform-specific issues, always check these common factors first:

Problem

Solution

Internet Issues

Ensure your internet connection is stable and not behind a firewall or VPN blocking social media APIs.

Token Expiry

Tokens for platforms like Facebook and Instagram can expire. Re-login or reauthorize your account if you suspect token expiry.

Permissions Missing

Make sure all necessary permissions (Page Management, Message Access, etc.) were granted during integration.

API Limitations

Some platforms have daily or hourly API limits. Exceeding limits can cause connection errors.

Browser Issues

Clear your browser cache or try connecting via an Incognito/Private window. Try Ctrl+F5 for a hard refresh, your issue may resolve.

Account Sync Issue

Sometimes accounts may not have properly connected yet showing on the dashboard. Try sync for solving it. If not resolved, reconnect it. (N.B: Reconnecting the account will eradicated your account history)

Multiple Admins

If multiple admins are managing the account, make sure you have full access rights.

Platform Policy Changes

Check if there are any updates from WhatsApp, Facebook, Instagram, or Telegram regarding new policy restrictions.

WhatsApp Connection Issues

Common Issues:

  • Bot not responding or not delivering messages
  • Error 131026: Message Undeliverable
  • Template message errors
  • Webhook setup problems

Solutions:

  • Verify Number Registration: Ensure the WhatsApp number is properly registered with WhatsApp Business API.
  • Webhook Activation: Make sure the webhook URL is verified and subscribed to all required events.
  • Template Message Approval: For any proactive messaging, approved templates must be used. Unapproved templates can cause failures.
  • Outside 24-Hour Window: If a user hasn't interacted within 24 hours, you must use a WhatsApp-approved template to reinitiate messaging.
  • Fix Error 131026: Follow this official guide to solve error 131026.
  • Reconnect the Account: Sometimes simply removing the WhatsApp account and reconnecting it fixes token/session issues.

📖 Also check this troubleshooting guide if the bot is not working after connection.

Facebook Messenger Connection Issues

Common Issues:

  • Page not showing after Facebook login
  • Messages not sending or receiving
  • Bot replies not working

Solutions:

  • Page Admin Rights: Confirm that you are an Admin (not just an Editor) of the Facebook Page.
  • App Authorization: During login, ensure all permissions are granted for BotSailor app.
  • Page Message Settings: From Facebook Page Settings > Messaging, ensure the page is allowed to receive messages.
  • Reconnect Facebook: If pages are missing, remove the app’s access from Facebook Business Integrations and reconnect from BotSailor.

Instagram Connection Issues

Common Issues:

  • Unable to connect Instagram account
  • No incoming messages captured
  • Message reply restrictions

Solutions:

  • Switch to Business/Creator Account: Instagram must be a Business or Creator account linked to a Facebook Page.
  • Allow Access to Messages: In Instagram Settings > Privacy > Messages, make sure you allow access to connected tools.
  • Reconnect and Authorize Properly: Follow the same steps as Facebook to reauthorize access if permissions are missing.
  • Enable Messaging API: Ensure Instagram Messaging API access is enabled for the account.

Telegram Connection Issues

Common Issues:

  • Bot not responding
  • Webhook not set correctly
  • Bot token errors

Solutions:

  • Correct Bot Token: Use the correct API token generated from BotFather.
  • Set Webhook Manually (if needed): If auto webhook setup fails, set it manually using Telegram’s setWebhook method.
  • Bot Settings: Ensure the Telegram bot is set to Allow Group Chats and Privacy Mode is configured properly if you want broader communication.
  • Reconnect Bot: If issues persist, delete the bot integration from BotSailor and reconnect with a fresh token.

WebChat (Website Chatbot) Connection Issues

Common Issues:

  • Widget not loading
  • Messages not delivering
  • Incorrect configuration

Solutions:

  • Correct Embed Code: Make sure you copied the full Webchat embed code into your website’s HTML.
  • HTTPS Website: Webchat generally requires an HTTPS-secured website for best performance and security.
  • Allowed Origins Settings: If you have domain restrictions, ensure your website domain is added in the allowed origins.
  • Refresh After Installation: After adding the code, clear your site cache and refresh the page to see the widget.

Final Tips

  • Always make sure your BotSailor plan supports the platform you are trying to connect.
  • Keep your accounts secured and two-factor authentication (2FA) enabled.
  • Regularly check BotSailor’s status page or blog for platform-specific updates.
  • If a platform changes its API or access policies (common with Meta platforms), a simple reconnection often solves the problem.

FAQs –

🔹 GENERAL ISSUES

Why is my account not connecting after clicking “Login with Facebook”?

Make sure:

  • You’re logged into the correct Facebook account
  • You have admin access to the Page/Business/Instagram you want to connect
  • You’re not using an incognito browser or blocking cookies/extensions

I connected my account but I don’t see my Page/Number listed. Why?

Common reasons:

  • The Page is not linked to your Business Manager
  • The phone number is already registered on another WhatsApp API or app
  • You did not grant all permissions during the connection process

What browsers are recommended for account connection?

Use the latest version of Google Chrome, Firefox, or Edge. Safari may cause permission pop-ups to fail, and incognito mode is discouraged.

🔹 FACEBOOK / INSTAGRAM ISSUES

Why is my Facebook Page not showing after connecting?

Ensure:

  • You selected “Opt-in to all current and future pages” during permission prompt
  • The Facebook Page is published
  • Your Instagram is properly linked to the Page (for IG connections)

How do I fix “Missing permissions” or “Token expired” errors?

Go to Facebook → Settings → Business Integrations, remove BotSailor, then return to BotSailor and reconnect with all required permissions.

I get a “Permissions denied” message when connecting Instagram. What should I do?

Verify:

  • Your Instagram is a Business account, not personal
  • It’s linked to a Facebook Page
  • You opted into all Instagram account permissions during Facebook login flow

🔹 WHATSAPP CLOUD API ISSUES

Why is my WhatsApp number not connecting?

Possible causes:

  • The number is already in use by another WhatsApp account
  • Your Meta Business is not verified
  • You didn’t complete the embedded signup properly
  • Webhook is not configured correctly

What should I check if the access token isn’t working?

  • Ensure the token hasn’t expired (default expiry is 60 days unless permanent)
  • Check if the token was generated by a system user with the correct role
  • Avoid extra spaces or characters when pasting the token in BotSailor

🔹 TELEGRAM / OTHER INTEGRATIONS

Why does my Telegram bot token show invalid?

Make sure:

  • You copied the token exactly from @BotFather
  • The bot hasn't been deleted or revoked
  • You’re not using a token for a different bot or account

How can I reset my connection and try again?

  • Go to the Connect Account section
  • Click “Disconnect” for the platform (your existing data will be eradicated)
  • Refresh the page and retry the connection process
  • Ensure you accept all permission requests when prompted

How do I know if my account is successfully connected?

You will see your:

  • Page/Account name and profile picture
  • A green “Enable” button
  • Status icon showing connected
    You can also try sending a test message to verify it’s working.

Still having trouble?

If you’ve tried all the above and still face issues, contact the BotSailor Support Team via Live Chat or open a ticket from your dashboard profile section. Include screenshots and error messages for faster resolution.

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