Fix missing Inbox access or conversations
Check brand permissions, account support, and filters when Inbox or a thread is missing.
Updated 30 August 2026
Check brand permissions, account support, and filters when Inbox or a thread is missing.
Step by step
Switch to the brand that owns the connected social account.
Ask a brand admin to verify inbox.view access if Inbox is hidden or blocked.
Open Accounts and check the platform, provider, connection, active token, and reconnect state.
Remove account, status, or search filters that could hide the conversation.
Recent messages can require time to arrive from the external platform.
Inbox becomes available or the missing account, permission, or sync condition is identified.
If something goes wrong
- Send support the brand, account handle, platform, conversation time, and a screenshot without private credentials.
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