Instagram messages aren't reaching the Inbox

Checklist, in order:

1. Is the account Business/Creator? A personal account cannot receive messages via API;
2. Message access allowed? In the Instagram app: Privacy → Messages → allow access from connected tools;
3. Channel connected and active? Check the status under Settings → Channels; if it shows an error, disconnect and connect again;
4. Is it an old message? Orbit receives conversations started or moved after the connection.

Connected, no error, and still nothing arrives? Then the problem is almost always on Meta's side, in the webhook subscription — and it is the subscription that decides whether events are delivered. Disconnecting and connecting again rebuilds it and solves most cases.

Still stuck? Write to support.orbit@expertbr.com with the account @ and the approximate time of a message that did not arrive — that is enough to trace the event.