Comments or messages not appearing in Inbox
Updated 3 weeks ago
If comments or messages from a social network are missing from your Inbox, the cause is usually an account-type restriction, a connection requirement, or a filter that hasn’t been enabled. Check the requirements for each network below before contacting support.
General checks
Social network filters
The Inbox lets you activate or deactivate specific social networks. If a network is turned off in the filter, its messages and comments will not appear in the conversation list. Verify the relevant platform is enabled.
Notifications
Metricool does not send push or email notifications when new messages or comments arrive. You must check the Inbox manually from the web platform or the mobile app. A missing message may simply mean you haven’t checked since it was sent.
Brand scope
The Inbox works per brand. Make sure you are viewing the correct brand from the top selector. There is no unified Inbox that groups conversations from multiple brands.
Network-specific requirements
Only Facebook Pages support Inbox comments and private messages. Connecting personal profiles or creator profiles is not supported. You must also have an admin role on the Page. Comments and messages may not appear if the Page was connected with a different role or if it is a personal profile rather than a Page.
Metricool only shows messages from Instagram’s primary inbox. Messages in message requests or filtered folders do not appear. If direct messages are missing, check whether the account owner has disabled access to Instagram Direct Messages in the app settings. Comments and messages also cannot come from ads. Additionally, Meta APIs limit replies to private messages: up to 7 days after they are sent when Instagram is connected through Facebook, and up to 24 hours when it is connected directly. There is no time limit for replying to comments. Older messages may still be visible in read-only mode.
TikTok
Comments only sync for TikTok business accounts. Comments from personal or creator accounts do not appear in the Inbox.
YouTube
YouTube comments on long and short videos require a properly connected channel. The Manager role is no longer valid for connecting YouTube channels through the API. If your connection uses the Manager role, or if permissions are otherwise insufficient, comments will not appear. See I can’t connect my YouTube channel for steps to verify your role and reconnect.
LinkedIn comments and mentions in the Inbox are available for both company pages and personal profiles. Private messages are not supported.
If your personal profile was connected before this support was added, you must reconnect it once to grant the new permission that powers analytics and Inbox. A reconnection modal will prompt you when needed, and the profile will show a "connected but missing the new permission" state until you complete the reconnection.
To connect a company page, you must have super admin permissions either from your personal profile or via LinkedIn Business Manager. Note that LinkedIn connection is not available on free plans. You also cannot connect a personal profile and a company page at the same time within the same brand.
X (Twitter)
The Inbox supports X private messages only. Public tweet comments are not available in the Inbox and must be managed directly on X.
Google Business Profile
The Inbox manages reviews, not comments. Due to Google API changes, the Manager role may not be sufficient for some accounts. If no locations are listed or reviews are missing, verify you are signed in with the correct Google email or request an owner role. Each location must be connected to a different Metricool brand.
Comments on ads
It is not possible to reply to comments received on Facebook and Instagram ads from the Inbox. Although this limitation affects only Meta networks, it is worth confirming whether a missing comment was left on an ad before assuming a connection issue.
If your account meets all requirements and messages or comments still do not appear, contact our support team via chat or [email protected].
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