When Instagram messages stop reaching the Inbox, check these in order.
- Is the card down? Open Channels › Connected. A yellow bar at the top names any channel that is not receiving messages. The card’s pill says Token invalid, usually after a password change, a logout, or access being withdrawn. Press Reconnect, then Open Instagram, sign in as that same account and allow MirageCHAT. The window shows Fixed.
- Is the login about to expire? A card showing Token expires in N d needs Reconnect now — do it before it stops.
- Was it disconnected? A card showing Disconnected was switched off in MirageCHAT. Press Connect — the history is kept.
- Was access to messages turned off in Instagram? If the Instagram app’s setting that lets connected tools access messages was switched off, turn it back on, then reconnect the card.
- Is it still a professional account? Only Business or Creator accounts can be connected.
- Is it only one colleague who sees nothing? Agents see only the channels their admin gave them in Team › Agents.
Good to know
- Check now on a card re-tests the connection immediately.
- The card warns that messages sent while it wasn’t receiving are lost. Answer those customers from the Instagram app.
- “Instagram signed in as @…, not @…” means you signed in to the wrong account — switch accounts in Instagram’s window, then Open Instagram again.
- “This Instagram account is connected to another MirageCHAT workspace” means it has to be disconnected there first.
- Still stuck? Start a discussion with the channel and the time of a missing message — never your password.