Troubleshooting: Connecting Boxify

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Use this guide to fix the most common problems when connecting your Facebook Page to Boxify.

My page is not showing during connection

Possible reasons:

• Your page is not inside a Business Portfolio
• You are not an admin of the page
• You are logged into the wrong Facebook account
• Your page is owned by a different Business Portfolio

Steps to fix:

1. Check your Facebook Business setup here.
2. Make sure you are logged into the correct Facebook account before connecting.

I cannot select a Business Portfolio

Possible reasons:

• You do not have Admin access to the Business Portfolio
• The Business Portfolio setup is incomplete

Steps to fix:

1. Go to Facebook Business Settings.
2. Click Users › People.
3. Confirm you are listed as an Admin.

Connection failed or permission error

1. Log out of Facebook.
2. Clear your browser cache.
3. Log back into Facebook.
4. Try connecting again in Boxify.
5. Make sure you turn on all permissions when Facebook asks for approval.

Caution

Boxify cannot connect to a page that is not inside a Business Portfolio. Complete the Business Portfolio setup before trying to connect.

If the error still appears, see Facebook permission expired and Remove and reconnect the Boxify app below.

Facebook permission expired

Your Facebook permission in Boxify can expire when Facebook invalidates the connection token (a security key) because of a security-related event. Messenger errors such as “Permission Error” or “Invalid OAuth Access Token” usually mean this has happened. Boxify then loses the ability to send messages or receive data from your Page. Orders may still be detected, but messages cannot be sent.

To fix it:

1. Log out of the Boxify system.

2. Ask the person with the Facebook Page admin role to log in to Boxify again using the Login with Facebook button.

   

   Full login walkthrough

   Follow How to Log In to Boxify with Facebook for the complete step-by-step with screenshots. Try Login with Facebook first. If your Page does not appear in the dropdown, use Login with Facebook for Business instead.

3. Reconnect your Facebook Page if asked.

Logging back in issues a fresh token, which restores messaging and data from your Page. If the problem continues, remove and reconnect the Boxify app as shown below.

Remove and reconnect the Boxify app

If your Facebook permissions have changed or expired, remove the Boxify app from Facebook and connect it again. Removing the app lets you reauthorize permissions cleanly, resolve connection issues, refresh access tokens, and fix message delivery problems.

Note

Removing the app does not delete your orders or Boxify data. It only resets the page connection.

1. Click your profile picture in the top right corner of Facebook.
2. Select Settings and privacy, then click Settings.
3. Click Business integrations in the left-hand menu.
4. Find Boxify in the list, then click Remove next to its name.
5. Reconnect the app from the Boxify platform setup page. See the Quick Start Checklist.

Caution

Only the admin who originally connected the app can remove it. You must be in your personal profile (not the Page profile) to do this. You can also go directly to your business integrations.

Quick self-check before contacting support

Before reaching out to Boxify Support, confirm the following:

Question	Your answer
Is my page inside a Business Portfolio?	Yes / No
Am I an Admin of the page?	Yes / No
Am I an Admin of the Business Portfolio?	Yes / No
Am I logged into the correct Facebook account?	Yes / No

If all answers are Yes, the connection should work normally.

See also:

• Check Your Facebook Business Setup
• How to Log In to Boxify with Facebook
• Troubleshooting FB Messaging
• Facebook Blocked My Account from Sending Messages