Plan requirement
| Subscription | Any plan |
| Access | Admin |
A channel that will not add is usually permissions or an account that is not eligible yet.
Symptoms
- An error when adding a social or messaging channel.
- The sign-in succeeds and the channel does not appear.
- The account or page is not in the list to choose from.
Resolution steps
1. You do not administer the page or account
Being able to post is not the same as administering. Only an administrator can grant the access Zendesk needs, and a page you help manage will not appear.
2. A permission was declined
The consent screen lists several, and declining one produces a connection that fails afterwards rather than at the time. Reconnect and accept everything requested.
3. The account is not eligible
A personal Instagram account, an unverified WhatsApp business account, a page without the right type. Each platform has requirements that have to be met before connection is possible.
4. It is connected somewhere else
A page or number already connected to another tool, or another Zendesk account, cannot be connected twice. It has to be released first.
Read the error at the platform
Zendesk reports what the platform told it, which is often vague. The platform's own business settings usually show the specific reason, and that is where to look before retrying.
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