> For the complete documentation index, see [llms.txt](https://docs.cymbal.co/help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cymbal.co/help/social/fix-the-instagram-direct-messages-disabled-error.md).

# Fix the Instagram direct messages disabled error

Fix "The Instagram account owner has disabled access to Instagram direct messages" by turning on Allow access to messages in the Instagram app.

## Before you start

* The Instagram account must be a **professional account** (Business or Creator) connected to a **Facebook Page**. Instagram only shows this setting for accounts connected to a Facebook Page or Meta's business tools.
* You need to sign in to the Instagram app as that account. If someone else runs the account, like an artist or their team, send them the steps below.

## Turn on message access in Instagram

{% stepper %}
{% step %}
Open the Instagram app and sign in to the account you chose in Cymbal.
{% endstep %}

{% step %}
Go to your profile and tap **Menu** (☰) in the top right.
{% endstep %}

{% step %}
Tap **Messages and story replies**.
{% endstep %}

{% step %}
Tap **Message controls**. In some versions of the app, this is called **Message requests**.
{% endstep %}

{% step %}
Under **Connected tools**, turn on **Allow access to messages**.
{% endstep %}
{% endstepper %}

{% hint style="info" %}
You can also manage this setting in Meta Business Suite. See Meta's guide, [Manage access to Instagram messages across apps](https://www.facebook.com/help/instagram/791161338412168).
{% endhint %}

## Choose the account again in Cymbal

{% stepper %}
{% step %}
In Manager, go back to your automation, or start again from the [Social](https://manager.cymbal.co/social) tab.
{% endstep %}

{% step %}
Open **Instagram account** and choose the account again. Cymbal checks message access each time you choose an account.
{% endstep %}

{% step %}
When the error is gone, click **Create** or **Done**.
{% endstep %}
{% endstepper %}

## If the error is still there

Refresh your Meta connection so Cymbal picks up the change.

{% stepper %}
{% step %}
Go to [Settings → Integrations](https://manager.cymbal.co/settings/integrations).
{% endstep %}

{% step %}
Find your Meta ad account and click **Refresh**.
{% endstep %}

{% step %}
Sign in to Meta with the profile that manages the Facebook Page and Instagram account. Allow all the permissions Cymbal requests, including Instagram messages and comments, and opt in to all current and future Instagram accounts.
{% endstep %}

{% step %}
Go back to your automation and choose the Instagram account again.
{% endstep %}
{% endstepper %}

## If you see a permissions error instead

"Your Meta user does not have sufficient permissions to send DMs on behalf of this Instagram account" means the Meta profile you connected to Cymbal can't manage messages for that Instagram account, or Meta doesn't show an Instagram account connected to that Facebook Page for your profile.

{% stepper %}
{% step %}
Make sure the Instagram account is connected to the Facebook Page you chose in Cymbal.
{% endstep %}

{% step %}
Ask an admin of the Facebook Page and Instagram account to give your Facebook profile access to both in Meta Business Suite, including access to messages.
{% endstep %}

{% step %}
Go to [Settings → Integrations](https://manager.cymbal.co/settings/integrations), find your Meta ad account, and click **Refresh**. Sign in with the profile that now has access and allow all the permissions Cymbal requests.
{% endstep %}

{% step %}
Go back to your automation and choose the Instagram account again.
{% endstep %}
{% endstepper %}

## Related

* [Instagram DM keyword automations](https://docs.cymbal.co/help/social/instagram-dm-keyword-automations)
* [Social](https://docs.cymbal.co/help/social)
* [Connecting Meta Ads](https://docs.cymbal.co/help/setting-up-cymbal/ads-setup/connecting-meta-ads)
* [Missing Facebook & Instagram pages](https://docs.cymbal.co/help/ads/troubleshooting/missing-facebook-and-instagram-pages)