Instagram messages are not appearing in DMNexa
Check connection status, authorization, account identity, timing, and new-message delivery when the DMNexa inbox looks incomplete.
Confirm Instagram is active in Connect, test with a new ordinary message from another account, refresh Messages, and reconnect if authorization needs attention. Historical messages are not guaranteed to backfill.
Check the connection
Open More → Connect and confirm the intended Instagram professional account is active. If the card says expired, disconnected, or needs attention, complete reconnection.
Test a new message
Send an ordinary text message to the business account from another Instagram user. Wait briefly, refresh Messages, and search for the customer. A new test is more useful than checking only messages sent before DMNexa was connected.
Confirm the account identity
Make sure DMNexa is connected to the exact professional username receiving the message. A seller can accidentally authorize another business account under the same Meta identity.
Understand history limits
DMNexa shows supported message data it received and stored. It does not promise an unlimited import of every historical Instagram DM. Messages sent while the connection was inactive may not be recovered.
Contact support
If a new supported text message does not arrive, send support the public Instagram username, sender username, approximate time with timezone, connection status, device and version, and whether the message appears in Instagram itself. Do not include passwords or unrelated private conversation content.
Frequently asked questions
Will reconnecting import all older DMs?
No. Reconnection restores supported event delivery going forward but does not guarantee full historical backfill.
Why is a conversation empty after disconnecting Instagram?
Disconnecting removes the stored conversations and messages for that Instagram account from DMNexa.
This page is maintained from the current DMNexa product behavior. If your screen looks different, check for an app update or contact support.