Error: Channel couldn't be added

Issue symptoms

When adding a social messaging channel, such as Facebook Messenger or Instagram DM, I get the error Channel couldn't be added followed by additional error details.

Resolution steps

Find the specific channel and error that apply to you below. 

Facebook Messenger 

• Facebook page already in use error means the Facebook page is currently being used for Facebook Messenger on another Zendesk account. Remove the Facebook Messenger channel from the other Zendesk account before you add it to a different account.

For more information, see the article: Social messaging resources.

Instagram Direct

• Instagram profile already in use error means the page is currently being used for Instagram Direct on another Zendesk account. The Instagram Direct channel will need to be removed from the other Zendesk account before it can be added to a different account. 
• Check all information is correct and try again error indicates you need to verify that your Instagram page has the setting Allow Access to Messages enabled. 
• Couldn't add the channel, try again later error appears when the Instagram page is not a business account. Visit Instagram's support page if you need help converting your Instagram account to a business account.

For more information, see the article: Enabling and using Instagram Direct.