Troubleshooting FB Messaging

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Boxify sends order notifications and checkout messages to your customers through Facebook Messenger. When a message is not delivered, the cause is almost always a Facebook platform rule, not a Boxify system error. The error messages below come directly from Facebook. You can also find a full list of Facebook error codes on the Facebook developer site.

To handle any error:

1. Read the error message carefully.
2. Match it to the list below.
3. Follow the steps for that error.
4. If the issue continues after following all steps, see When to contact Boxify Support.

”Message failed to send” — outside the 24-hour window

Failed to send : This message cannot be sent outside of the allowed 24-hour window

Why it happens: Facebook allows businesses to send messages freely within 24 hours after a customer interacts with your Page (for example, by commenting or sending a message). If the customer has not messaged your page in the past 24 hours, the window has closed. After that, promotional messages may be restricted, some automated messages may not be delivered, and Facebook may limit messaging entirely.

What to do:

1. Ask the customer to send a message to your page, for example hi or cart, to reopen the window.
2. Resend the message once the window is open.

To avoid this in future, reply to customers within 24 hours of their interaction.

”This Page is not allowed to send messages”

Why it happens: Facebook has placed a messaging restriction on your page because of a Page Quality warning, spam detection, a policy violation, or a security trigger.

What to do:

1. Check your Page Quality in Facebook Page Settings.
2. Review your Support Inbox for any restriction notices.
3. Reduce any messaging behavior that Facebook may consider spam.

If the restriction remains, wait for Facebook to lift it automatically. For the full guide, see Facebook Blocked My Account from Sending Messages.

”Permission Error” / “Invalid OAuth Access Token”

Why it happens: Your Facebook page permission has expired, or the page has been disconnected from Boxify. Orders may still be detected, but messages cannot be sent.

What to do: Log in to Boxify again with Login with Facebook and reconnect your Page. If the problem continues, remove the Boxify app from Facebook and re-add it. Full steps: Facebook permission expired.

”User not reachable” / “Cannot send message to this user”

"message": "(#200) This person isn't available right now.",
"type": "OAuthException",
"code": 200,
"error_subcode": 1545041

Why it happens: The customer has blocked your page, deactivated their account, has strict privacy settings that stop pages from messaging them, or has never interacted with your Page. Boxify cannot override these restrictions. This follows Facebook Messenger policy.

What to do:

1. Ask the customer to send a message to your page directly.
2. Confirm they have not blocked your page.

If they are still unreachable, the restriction is on their side and cannot be resolved from your end. See Customer did not get an order or shipping notification for ways to let them get their cart anyway.

”Rate limit exceeded” / “Application request limit reached”

Why it happens: You have reached Facebook’s messaging quota by sending too many messages in a short time. The limit is based on how many users message your Page inbox within 24 hours. When it is reached, order and shipping notifications may not be delivered. This is a Facebook platform restriction.

What to do:

1. Pause sending messages temporarily.
2. Avoid sending large bursts of similar messages.
3. Encourage customers to message your page first. This opens the window and reduces quota pressure.

The quota resets automatically based on Facebook’s platform rules.

”Spam detected” / “Your account appears to be sending spam”

Why it happens: Facebook detected repetitive automated replies, high user spam reports, or engagement bait behavior.

What to do:

1. Reduce repetitive or identical messages.
2. Avoid sending the same broadcast message to many users at once.
3. Check your Page Quality and address any flags.

Some restrictions are temporary and lift on their own. See Facebook Blocked My Account from Sending Messages.

”Content blocked” / “Message violates community standards”

message: (#2022) You have been temporarily blocked from performing this action.

Why it happens: Your message contains words or content that Facebook’s policy system flagged.

What to do:

1. Review the content of your message.
2. Remove or rephrase any sensitive or flagged wording.
3. Keep message text simple and direct.

Customer did not get an order or shipping notification

If the order appears in Boxify but the customer received no Messenger message, the usual reasons are Facebook’s messaging quota (see “Rate limit exceeded” above), the customer’s strict privacy settings, or a closed 24-hour window. Try these fixes in order.

Order notifications

Fix 1: Ask the customer to type “cart” in Messenger. Ask the customer to send the word cart to your Page inbox. The system resends the shopping cart and payment link, and the customer receives later notifications within 24 hours.

Fix 2: Ask customers to message your Page before the live session starts.

1. Post on your Page one to two hours before the live session, asking customers to send any message to your inbox. This opens a 24-hour messaging window for each customer.

2. Enable the Messenger button during your live stream so viewers can message you directly. Go to Stream Setup › Setting.

   

3. Scroll down to Viewing and toggle Allow viewers to message you to On.

   

   If you are using an Android phone, tap this button before your live session starts.

   

Fix 3: Set up the persistent menu in Messenger. The persistent menu lets customers check their own order status at any time. It gives them access to their shopping cart and last three orders, so they do not have to wait for an automatic message.

Shipped notifications

After the 24-hour window closes, only certain message types are allowed, and only if the customer has given consent.

Fix 1: Get the customer’s consent for shipping updates. In the shopping cart, ask the customer to tick the checkbox that allows the system to send shipping updates.

Note

The anti-tracking feature on some iPhone and Android devices may prevent the checkbox from being ticked successfully.

Fix 2: Encourage customers to self-check order status. Add the persistent menu to your Messenger and ask customers to check their own order status.

Fix 3: Check your utility message templates and notification settings. Messages sent outside the 24-hour window go out as approved Facebook Utility Messages, so make sure the templates you use are approved. See Facebook Utility Messages. Also check that you have not turned off the notification in Settings › General › Parameters. See Message Settings.

Note

Older guides told you to turn on a Force Send setting under Parameters. The current admin panel has no such setting and no Force Send button. When you click FB on an order, Boxify sends a normal message first and falls back to a Utility Message if Facebook refuses it because the customer has not written to you recently. Do not look for a Force Send toggle.

Note on deleted conversations

If a customer deletes the conversation with your page, you can still send them a message by searching for them in Facebook Messenger. They receive a request to start a new conversation, and no error is generated.

For more information on Messenger privacy and policies, visit the Facebook Messenger Help Center.

Facebook updates can change delivery

Facebook often updates Messenger rules and messaging APIs. These updates may temporarily affect auto-replies, order notifications, and message delivery speed. They are controlled by Facebook and may require you to reconnect your Page or adjust your settings.

When to contact Boxify Support

Contact support if:

• Orders are not being detected at all.
• No customers are receiving messages.
• You reconnected your page but still cannot send messages.
• Multiple customers are reporting the same issue.
• The error has persisted for more than 24 hours.
• You cannot identify the error from this list.

If only certain customers are not receiving messages, the cause is usually Facebook messaging policies or restrictions on the customer’s account.

When contacting support, include:

• A screenshot of the error
• Your page name
• The time the error occurred
• The affected customer (if applicable)

See also:

• Facebook Blocked My Account from Sending Messages
• Troubleshooting: Connecting Boxify
• Customers Commented Correct Keyword but No Order Was Created
• Set up Auto reply in the messenger