Two Meta issues come up often when a practice connects Facebook and Instagram: a Facebook Page that will not appear in the Page selector during setup, and Instagram direct messages that never reach the Inbox. Both are almost always caused by a permission or access setting on the Facebook or Instagram side rather than a problem inside Aesthetix CRM. This guide walks through fixing each one.
When you go to connect Facebook and the Page you want is missing from the list, the fix is usually to grant our integration app full access to your Pages inside Facebook's Business Integrations settings.
Note that only the user who integrates a Page can see it in the Pages dropdown, and that user must be an Admin of the Page. You will not see other people's Pages in the list, only the ones you have Admin access to.
Start in your Facebook account. Click your profile picture in the top-right corner and go to Settings & privacy.
Inside Settings & privacy, click Settings.
Next, go to Business Integrations on the left.
Click View and edit in front of the LeadConnector app. LeadConnector is our underlying integration provider, so this is the app to look for.
Make sure all the toggles are turned on. Scroll all the way down and toggle everything on.
When the list of Pages appears with checkboxes, mark all the Pages that are relevant to your practice.
Once done, click Save.
Important: If some Pages are already marked here, do not unmark them. Unmarking a Page breaks its existing integration, even if you are not currently trying to connect that Page.
Editor instead of Admin. Confirm you have full Admin access to the Page, not just Editor or partial access.
Wrong Facebook profile. Make sure you are logged into the profile that has access to the Page.
Permissions not fully granted. During the connection step, grant every requested permission.
Recently changed access. If access was updated recently, disconnect and reconnect Facebook under Settings > Integrations.
Admin's business account is on the same Page. If an Admin also has their business account associated with the same Page, the Page can be hidden during integration. The workaround is to add a second Admin to that Facebook Page and have them perform the integration.
If none of this resolves the issue, contact our support team and we are happy to help.
If Instagram direct messages are not appearing in your Aesthetix CRM Inbox, the cause is usually the Instagram messaging access setting. You control which apps can view and send your Instagram DMs, and this access must be turned on for messages to flow into the CRM.
Instagram messaging connection settings are only available for Instagram accounts connected to a Facebook Page, Meta Business Suite, or similar tools, so confirm your Instagram Business or Creator account is linked to your Facebook Page first.
To turn on messaging access:
Go to your Instagram Business or Creator profile.
Tap the three stacked lines (menu).
Tap the gear icon for Settings.
Select Privacy.
Select Messages.
Under Connected Tools, toggle on Allow Access to Messages.
With access enabled, new Instagram direct messages are received in Aesthetix CRM and you can send replies from the Inbox. If you toggle this off, you will only be able to view and send Instagram DMs from within Instagram itself. You can change this setting at any time.
If Instagram is linked and access is on but DMs still do not appear, do a hard refresh of your browser and try again, and confirm the Instagram account is connected to the correct Facebook Page.
Why is my Facebook Page missing when I try to connect?
Most often you are missing full Admin access, are logged into the wrong Facebook profile, or have not granted the LeadConnector app all permissions under Facebook's Business Integrations. Grant every toggle for LeadConnector, mark the Page, and save.
What is the LeadConnector app I see in Facebook's Business Integrations?
LeadConnector is our underlying integration provider. Seeing it listed in your Facebook settings is expected, and its permissions are what allow your Pages, leads, and messages to sync into Aesthetix CRM.
Some Pages are already checked in Business Integrations. Should I uncheck them?
No. Leave already-marked Pages checked. Unchecking a Page breaks its existing integration even if you are not working with that Page right now.
Why can only I see my Page in the dropdown, and not my teammate?
Only the user who integrated a Page, and who is an Admin of it, can see it in the Pages dropdown. Other users will not see it in the list.
Why aren't my Instagram DMs showing up in the Inbox?
Confirm your Instagram Business or Creator account is linked to your Facebook Page, then turn on Allow Access to Messages under Settings, Privacy, Messages, Connected Tools in the Instagram app.
I linked Instagram and enabled access, but messages still are not syncing. What now?
Do a hard refresh of your browser, confirm the Instagram account is connected to the correct Facebook Page, and confirm messaging is enabled for that Page under Settings, Integrations.
Do I need a Facebook Page to receive Instagram DMs in Aesthetix CRM?
Yes. Instagram messaging access relies on your Instagram Business or Creator account being connected to a Facebook Page, which is a requirement set by Facebook.
I keep getting disconnected from Facebook. Why?
Facebook connections can break after a password change, a permissions change, a logout, a token expiration, or a login from another country without a VPN. Reconnect under Settings, Integrations by disconnecting and reconnecting the Facebook card.
