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Experiencing DM interruptions?

Applications all working together rely on key connections to make sure everything works properly. There are some things that can stop your Stampede Social account from working properly, and you need to fix them before it can work again.


Here are a few things that can cause a disruption:


  • PASSWORD CHANGE: You change your Facebook or Instagram password
  • This will break your connection to Stampede Social (and likely other 3rd party apps you may be using).
  • To fix this, your Stampede Social admin will need to re-authenticate your Instagram account.. You can find the 'Re-Authenticate Instagram' button on your Account > Profile page (at the bottom). Click that button and go through the authentication process again.
  • After you re-authenticate your account head back to Account > Profile and click the 'Restart Stampede Social Event' button. This will restart your Stampede Social engine.

  • You disconnect or remove your Instagram business account from your Facebook page
  • To fix this, you need to reconnect the Instagram account to your Facebook page again and then re-authenticate your account.

  • You turn off the "allow access to message" feature or never turned it on. This toggle needs to be set to 'on' in order for Stampede Social to send direct messages on your behalf
  • This was the toggle you turned on when you originally onboarded with Stampede Social (step by step on how to turn it on can be found here)
  • If off, turn it back on via your Instagram App
  • Once on, use the 'send feedback' button at the bottom of your dashboard to send a ticket request to have your Stampede Engine turned back on.

  • You did not grant Stampede Social all of the permissions during the onboarding authorization flow or during a subsequent authorization.
  • To fix this, re-authenticate and grant all the permissions.

  • You remove the Stampede Social app from the "App and Websites" section of the authorizer's Facebook profile.
  • To fix this: re-authenticate and it will add it back. 

  • META/Facebook/Instagram is having an outage
  • If META is having an outrage all 3rd party apps will have limited capabilities until it is resolved.
  • Usually during this time Instagram users will in general have issues using Instagram and be aware of overall issues.
  • Meta status can be check here


Other reasons you may need to re-authenticate your Facebook token

  • If the person using Stampede Social is not the person that authenticated the app - the authenticated will need to refresh the authentication token once every 90 days.


How to re-authenticate your Stampede Social Account

  • To re-authenticate your Facebook token for Stampede Social, go to Account > Re-Authorize (in the drop down)
  • All directions and a video will be on the page you land on after making the selection.
  • After you re-authenticate your account head back to Account > 'Restart Stampede Social Event' selection. This will restart your Stampede Social engine.


Need more info? DM Interruption Frequently Asked Questions (FAQs)

  • How can I monitor Facebook/META's/AWS status?

    From time to time Facebook (META)/AWS services are not available causing 3rd party apps such as Stampede Social to not be able to provide full functionality.


    If you would like to monitor AWS or Facebook's status and receive updates on any issues or outages affecting their APIs, you can visit their developer status page. 


    Those pages provide real-time information about the status of Facebook's APIs, including any ongoing issues and estimated resolution times. 


    We encourage you to check those pages periodically for updates and to ensure that you're informed of any changes that may affect your ability to send DMs through our service.


    Check Facebook/Meta API status here

    Check AWS status here

  • Will my DMs be sent once the issue is resolved?

    Yes, as long as the issue is resolved within 7 days. Instagram does not allow a DM automation page 7 days from when the comment or DM was received.


    If the issue is your app has not turned on 'Allow Access to Messages' please follow the directions to turn that setting on and reach out to us to finish the resolution. 

  • Is your app set to "allow access to messages"?

    Before you start sending automated DM messages on Instagram, make sure you allow access to messages.



    To do this:


    1. Open the Instagram app on your phone.
    2. Tap on the "Settings" option.
    3. Then tap on "Privacy".
    4. Next, tap on "Messages".
    5. Make sure the "Allow Access to Messages" toggle is turned on.

    If it was already turned on, you're good to go!



    Two things to note: 

    1. You need to keep this setting turned on for Stampede Social to send messages on your behalf.

    2. Stampede Social cannot read your DMs.

  • So sometimes there is just nothing that can be done?

    Yes, sometimes. If META is having an outage all 3rd party apps need to wait for META to resolve the issues before anything can be done. 


    This also goes for any AWS (Amazon Web Services) outages. 


    We hate it too but we're committed to monitoring and ensuring uptime as soon as any network issues are resolved.

  • Can I just click 'restart' without re-authenticating first?

    No.

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