If you try to send a message from DM Tracker and see this error:
Failed to send message. Action is invalid since it's not the thread owner.
your Instagram account is connected, but your Facebook Page has not yet allowed DM Tracker to take over conversations. One setting on your Facebook Page fixes it. It takes about two minutes.
Why this happens
This can happen when your Instagram account is linked to a Facebook Page. The Page decides which apps are allowed to reply in a conversation. Instagram calls the app that is handling a conversation the "thread owner". If DM Tracker is not allowed to take over the conversation, Instagram blocks the message and shows this error.
Before you start
You need full access to the Facebook Page that is linked to your Instagram account. If someone else manages the Page, ask them to follow these steps.
Use a desktop browser. These settings are hard to reach in the Facebook mobile app.
How to fix it
Go to facebook.com and switch to the Facebook Page that is linked to your Instagram account. Click your profile picture in the top right and pick the Page.
Click your profile picture again, then go to Settings & privacy > Settings.
In the left menu, open Page setup, then click Advanced messaging.
Under Connected apps, find DM Tracker and click Edit.
Turn on the second setting. This is the one that lets DM Tracker take control of conversations.
Click Save.
Go back to DM Tracker and send your message again.
That's it. DM Tracker can now send messages for you.
Still seeing the error?
Check that you changed the right Page. It has to be the Page linked to the Instagram account you connected in DM Tracker. You can see the connected account under Settings > Connections.
Refresh DM Tracker permissions and try again. The change can take a few minutes to apply.
DM Tracker is not in the Connected apps list? Message us and we'll check your connection with you.
Need more help?
Message us through the chat bubble in the app. A screenshot of your Advanced messaging screen helps us find the issue faster.