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Use this guide when your Facebook Page or Instagram account belongs to your business, but Meta will not let you connect it to Eva because it appears in another portfolio or you lost access to Meta Business.

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What you will get

You will try the connection with the personal Facebook account that still has Page access. If Meta recognizes no access, you will know what to ask Meta for and which documents to prepare.

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Requirements

  • The owner or administrator role in the Eva workspace.
  • A personal Facebook account with access to the business Page.
  • Your agent ID if you need the direct address.
  • To request recovery from Meta: your business legal documents, a government ID, and proof that the Page belongs to the business.

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Try to recover the connection in two minutes

When Meta leaves the Page greyed out and asks you to give another portfolio full control, it may not be showing the Page available to your business. Return to Eva’s error screen and select Reintentar (Retry). This opens classic Facebook Login: sign in with the personal Facebook account that has Page access, not another business account. You can also open this address while signed in to Eva, replacing <agentId> with your agent ID: https://app.goeva.ai/agents/<agentId>/deploy/messenger?connect=messenger&classic_retry=1 For Instagram, use the same address and replace both instances of messenger with instagram. Accept the permissions Meta shows and check whether the Page or account appears for connection.

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How to know it worked

Recovery worked when Eva shows the Page or Instagram account for you to choose and the connection can continue. Then complete that channel’s connection test with a real message from another account. If Meta says No encontramos páginas, keeps the Page greyed out, or Instagram returns a permissions error, do not create another Page or portfolio. Those changes do not restore access to the original asset and can make the case harder to resolve.

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If something goes wrong

If no personal account with Page access shows the Page, request recovery through Meta Business Help. Describe the case as “I lost access to my business portfolio” and say that the Page and Instagram belong to your business. Meta may ask for business legal documents, a government ID, and proof that the Page belongs to the business. Meta decides that recovery; Eva cannot grant or restore this access. Keep the existing Page and Instagram account while Meta reviews the case. Do not create a new Page, portfolio, or WhatsApp Business account to work around this problem.

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Next steps