> ## Documentation Index
> Fetch the complete documentation index at: https://docs.goeva.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Common Issues

> Resolve the most frequent issues with Eva AI step by step.

Almost everything is fixed in a couple of clicks. Find what's happening below and follow the steps.

<Warning>
  Only **administrators** can reconnect or repair channels. If you don't see the buttons, ask an administrator to do it.
</Warning>

<AccordionGroup>
  <Accordion title="My agent stopped replying on WhatsApp, Instagram, or Messenger">
    **What's happening:** the access Eva had with Meta expired. It usually happens after someone signs back into Meta.

    **How to fix it:** open your agent's **Channels** tab. The affected channel will show a prompt to **Reconnect**. Click it and approve every permission Meta asks for. Nothing else changes; only access is restored.
  </Accordion>

  <Accordion title="Messages arrive, but another app replies instead of Eva">
    **What's happening:** on Messenger or Instagram, Meta is routing conversations to another app connected to your page.

    **How to fix it:** in your page's settings in Meta, set Eva as the app that receives conversations. Then go back to **Channels** in Eva and use **Verify connection**. If you need help with the Meta settings, [get in touch](/en/help/contact).
  </Accordion>

  <Accordion title="I can't send a WhatsApp message; the composer is blocked">
    **What's happening:** more than 24 hours passed since the customer's last message, so the window to reply freely closed.

    **How to fix it:** send a **template** to reopen the conversation. As soon as the customer replies, you can write freely again for 24 hours.
  </Accordion>

  <Accordion title="Instagram isn't receiving my direct messages">
    **What's happening:** the permission for Eva to read your DMs isn't turned on.

    **How to fix it:** in Instagram, go to **Settings → Messages** and turn on **"Allow access to Instagram messages in Inbox."** Then, in Eva, use **Test now** by sending yourself a DM from another account.
  </Accordion>

  <Accordion title="I connected the channel but my agent isn't replying">
    **What's happening:** it's not always broken. A freshly connected channel with no activity is marked as ready to test, not as broken.

    **How to fix it:** send a real message from another account or phone and watch whether your agent replies and the conversation appears in your Inbox. If the channel shows **Test connection**, that test confirms it.
  </Accordion>

  <Accordion title="A channel shows “Action required” or “Eva is restoring this connection”">
    **What's happening:** a permission or part of the Meta connection is missing.

    **How to fix it:** in **Channels**, use **Repair now** (no need to reconnect) and then **Verify connection**. If the prompt persists, reconnect the channel.
  </Accordion>

  <Accordion title="An audio or voice note won't play in my Inbox">
    **What's happening:** that audio file couldn't be downloaded or is in an older format.

    **How to fix it:** there's nothing to fix on your side; the rest of the conversation stays intact. If it happens often, [get in touch](/en/help/contact) so we can look into it.
  </Accordion>

  <Accordion title="A payment didn't go through or my service paused">
    **What's happening:** WhatsApp and your agent stop replying if the subscription pauses due to a pending payment.

    **How to fix it:** go to **Settings → Subscription** and use **Update payment method**. As soon as the payment processes, your service comes back on. More details in [Plans and payments](/en/billing/plans-and-payments).
  </Accordion>
</AccordionGroup>

<Note>
  Your issue isn't here, or the steps didn't work? [Contact us](/en/help/contact) and we'll help.
</Note>