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Troubleshoot Facebook messages

Identify whether missing replies concern the comment author, one shopper, the token or Page messaging.

Start with the symptom you see. A missing reply to one person can have a different cause from messages failing across the Page. Sprii sends eligible messages to Meta; neither a send status nor a Page setting guarantees that a shopper receives them.

Sprii does not react to your own comment

Check which identity posted the comment. Sprii ignores comments authored by the Facebook Page connected to Sprii. If you check the campaign yourself, use a personal profile or another account instead of that connected Page.

Use the campaign's actual participation or buy-code instructions. If a product requires a choice such as size or color, the shopper must finish that choice before the order becomes a reservation. A comment alone does not always mean a reservation is complete.

Only one shopper is affected

If the reservation list shows person protected by privacy settings, follow Handle a privacy-protected reservation. This is different from a Page-wide messaging failure.

Do not treat one missing reply as proof that the Page's entire Messenger connection is broken.

Sprii shows “Your token is invalid”

Open the affected Page in Sprii and check for the warning. If it appears, follow Fix “Your token is invalid”.

That guide explains Refresh token and the separate Renew Meta Permissions action in the appropriate order. Refresh pages is a different action. Token recovery does not verify the Facebook Page messaging setting below.

Messages fail for several shoppers

The Facebook Page must allow messaging. This is a Facebook setting, separate from the token warning in Sprii.

You need full Facebook access to the Page to change this setting. On Facebook on desktop:

  1. Open your profile picture, choose See all profiles, and switch into the affected Page.
  2. Open the Page picture > Settings & privacy > Settings > How people find and contact you.
  3. Turn on Allow people to message your Page.

See Facebook’s Page messaging instructions.

Once Page messaging is enabled and any token warning is resolved, check one fresh interaction from an account other than the connected Page, using the same campaign and reply route that failed. A successful reply confirms that interaction only. It does not guarantee delivery to every shopper or cover other message routes.

Repeating account changes or retrying every message is not a verified fix for an unexplained Meta error.


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