Common Engage Errors
Troubleshoot errors that appear when replying to or managing conversations in Statusbrew Engage.
If you are unable to take any action on publishing/ conversations after connecting your Facebook profile, make sure two-factor authentication (2FA) is enabled on the personal Facebook account used to connect the profile.
Go to Facebook > Settings and Privacy > Accounts Center > Password and Security > Two-factor authentication to enable it, then reconnect your Facebook profile in Statusbrew.
Already Replied in Private (Code 10900)
Error: (#10900) Activity already replied to
Private replies to a comment can only be sent once. If the comment has already been replied to privately in Statusbrew, on Facebook directly, or in another tool, this error appears.
Fix: Reply publicly by posting a regular comment instead.
User Privacy Prevents Private Reply (Code 10903)
Error: (#10903) This user can't reply to this activity
This user's privacy settings block private replies to their comments.
Fix: Reply publicly as a comment on the post.
[[quote:blue]] This error also appears when a Page receives a comment from another Page (not a personal profile). Pages cannot send private replies to other Pages.
Temporarily Blocked from Sending (Code 2022)
Error: (#2022) You have been temporarily blocked from performing this action
Facebook has temporarily disabled your Page's ability to send commerce messages. Facebook doesn't disclose why or when the restriction lifts.
Fix: Ensure your Page is compliant with Facebook's Messenger Platform Policy and try again later.
Cannot Post Due to Audience Restriction
Error: Unsupported get request. Object with ID does not exist, cannot be loaded due to missing permissions, or does not support this operation.
The post has an audience restriction that prevents Statusbrew from submitting a comment on your behalf. This typically affects posts targeted to specific audiences (by location or age).
Fix: Reply to the post directly on Facebook.
Temporary API Error (Code 1, Subcode 99)
Error: An unknown error occurred (code 1, subcode 99)
A temporary issue caused by API downtime on Facebook's side.
Fix: Wait a few minutes and try again.
User Has Disabled Apps Platform (Code 230)
Error: (#230) Permissions disallow message to user
The user has disabled the Apps Platform in their Facebook settings, which blocks third-party tools from sending them messages.
Fix: Reply to the post natively on Facebook.
User Not Available on Messenger (Code 551)
Error: (#551) This person isn't available right now
The user has opted out of Messenger or removed the Messenger app.
Fix: Reply publicly as a comment instead.
Comment Was Deleted (Code 100, Subcode 2018292)
Error: (#100) Invalid comment_id parameter (code 100, subcode 2018292)
The comment you're trying to reply to has already been deleted on Facebook.
Fix: No action needed, the comment no longer exists on Facebook's side.
Account Temporarily Restricted (Code 368, Subcode 1404078)
Error: You're temporarily restricted from performing certain actions on Facebook (code 368, subcode 1404078)
Caused by policy violations such as spam. The error message from Facebook includes the date and time when the restriction lifts.
Fix: Wait until the date specified in the error before trying to reply again.
Another App Is Controlling This Thread (Code 10, Subcode 2018300)
Error: Failed sending reply: "(#10) Message failed to send because another app is controlling this thread now." (code 10, subcode 2018300)
This happens when another platform (such as a chatbot or another social media tool) is set as the primary message receiver for your Facebook Page. Facebook only allows one app to control a thread at a time.
Fix: Set Statusbrew as the primary message receiver.
If you are experiencing persistent errors when taking action on Instagram conversations, try disconnecting your Instagram profile from Statusbrew and reconnecting it directly via Instagram (not via Facebook). This bypasses Facebook permission issues entirely. Go to Settings > Profiles > Add Profile > Instagram and choose to connect via Instagram credentials.
Mentions Not Allowed by User (Code 20, Subcode 1772179)
Error: Mentions Are Not Allowed by User Settings (code 20, subcode 1772179)
The Instagram user has disabled @mentions in their privacy settings.
Fix: Remove the @mention from your reply and post without the tag.
Comment Flagged as Spam (Code 20, Subcode 1772107 or 1772111)
Error: Instagram Comment Not Added or Spam Detected, your comment was flagged as spam
Instagram's automated systems flagged your reply as potential spam. Instagram doesn't disclose specific reasons to prevent workarounds.
Fix:
Avoid sending the same reply to multiple comments.
Avoid replies that are very short or consist only of emojis.
Use Saved Replies (Macros) with variation rather than identical text.
Wait before retrying.
DM Thread Deleted (Code 100, Subcode 2534001)
Error: The thread owner has archived or deleted this conversation, or the thread does not exist (code 100, subcode 2534001)
The recipient has deleted or archived this DM thread.
Fix: No action is possible; the thread no longer exists on Instagram's side.
Ad Comment: Ad Has Been Updated (Code 100, Subcode 1772083)
Error: Ad ID is not associated with Instagram Media (code 100, subcode 1772083)
When an ad is updated, all comments made before the update become unmanageable via third-party tools. Instagram doesn't provide a way to sync historical ad comments after an update.
Fix: Open the comment directly on Instagram and reply there. New comments added after the ad update will sync and be manageable in Engage normally.
Ad Comment: Cannot Reply via Third-Party Tool
Error: Due to Instagram API restrictions, it's not possible to reply to this ad comment
This happens when the ad is a dynamic ad, has been updated since its original launch, or no longer exists. The conversation will show a timestamp but no reply option.
Fix: Open the comment directly on Instagram and reply there.
Access Token Expired (Code 102)
Error: A user access token is required to request this resource (code 102, subcode null)
Your Instagram profile's access token has expired or been revoked.
Fix: Go to Settings > Profiles, find the Instagram profile with the red cross icon, and click Reauthenticate. See How to Re-authenticate a Social Profile.
DM Sent Outside 24-Hour Window (Code 10, Subcode 2534022)
Error: This message is sent outside of allowed window (code 10, subcode 2534022)
Instagram only allows DM replies within 24 hours of receiving a message. This window has passed. The conversation will show a timestamp indicating when the window expired.
Fix: Open the conversation on Instagram natively and reply to the user there.
User Mention Removed After Sync (Code 200, Subcode 2207014)
Error: User Not Mentioned, The user should be mentioned in either the caption of the media or the particular comment (code 200, subcode 2207014)
Your page was originally mentioned, but the mention was removed by the author after it had already synced to Engage.
Fix: No action needed. The original mention is no longer valid on Instagram.
Mention or Comment Deleted Natively (Code 10)
Error: This is not a valid organic media (code 10)
The comment or mention was deleted on Instagram before you could act on it in Engage. In some cases Engage will show the conversation as deleted; in others it may still appear normal until you try to take action on it.
Fix: No action needed, the content no longer exists on Instagram.
Temporary Instagram Error (Code 2, Subcode Null)
Error: An unexpected error has occurred. Please retry your request later (code 2, subcode null)
A temporary error from Instagram's side.
Fix: Wait a few minutes and try again.
X (Twitter)
Cannot Send DM: Outbound DMs Not Supported
Error: Forbidden
Statusbrew's Engage supports inbound conversations only; you can reply to DMs that users send you, but you cannot initiate a new DM conversation with a user from Statusbrew.
If you're seeing this error on an inbound DM reply, it may be because the user doesn't follow you and hasn't enabled DMs from everyone in their X settings.
Fix: For outbound conversations, message the user directly from X. For inbound replies, ask the user to follow you or enable DMs from everyone in their X settings so you can respond.
[[quote:blue]] X also enforces a limit of 500 DMs per day. If you've hit this limit, you won't be able to send further DMs until the next day.
FAQs
Can I hide a comment instead of deleting it?
Yes. For Facebook and Instagram comments, hiding is often the better option. The comment becomes invisible to other users but remains visible to the commenter, so they don't know it's been hidden. Use the Hide action in the conversation detail view. You can reverse it any time with Show.
Why can I see a conversation in Engage but can't reply to it?
Usually, because the content was deleted on the native platform after syncing to Engage, or the reply window has expired (like Instagram's 24-hour DM limit). Use the View on [Network] button in the conversation to check the native status.
Why did my reply fail on an Instagram ad?
Once an ad is updated, all previous comments on it can no longer be managed through third-party tools; reply to those directly on Instagram. New comments added after the update will sync and be manageable in Engage normally.
Can I reply to Instagram ad comments from Statusbrew?
For most ad comments, yes. The exception is dynamic ads and ads that have been updated since launch; those can only be managed natively on Instagram.
A user said they replied to my DM, but I don't see it in Engage. Why?
DM sync rates vary by network. Some conversation types sync in near real-time, others have a delay. Check Conversation Type and Sync Rates for exact timing per network.
Why am I not able to manage conversations in Engage even though Statusbrew is set as the primary receiver?
Automated replies set at the page level or in Meta Business Suite can intercept conversations before they reach Statusbrew. To fix this, turn off any instant replies or away messages:
Go to Facebook > click your profile photo at the top right > See all profiles > select your Page > click Messenger at the top right of your Feed > Inbox > Automations > scroll down to Your automations > click the Toggle next to any automated message to turn it off.
This applies to both Facebook and Instagram pages managed through Meta Business Suite.
Why Am I Seeing a "Too Many Requests" Error?
This error occurs when the social network rate-limits Statusbrew due to a high volume of actions within a short period. Common causes:
Taking too many actions (replies, hides, deletes) in quick succession
Sending the same or very similar content across multiple conversations in a short time
Clicking the Send or Reply button multiple times on the same conversation
Wait a few minutes before trying again. Avoid clicking Send more than once. Statusbrew processes your reply even if it doesn't respond immediately.