Troubleshoot Messenger
Resolve room access, request-state, attachment, member, AI, archive, block, edit, forward, report, and delete problems.
First identify whether the problem belongs to room access, the current inbox tab, or one specific write. Messenger intentionally applies different rules at each boundary.
A room is missing or returns to the inbox
- Confirm that you are signed in with the intended account.
- Check All, Archived, and Blocked; each list represents a different per-user state.
- Clear Filter or shorten it to 200 characters or fewer.
- Confirm that the account is an actual room participant. An organization-admin title does not grant every Messenger room.
- For a linked fund room, confirm the underlying fund access.
Website-chat rooms require explicit seeded membership. A colleague in the serving organization cannot open one solely because of their organization role.
Search does not show an account
New-direct and new-group searches return at most 20 active, non-suspended accounts with complete first and last names, excluding the signed-in user. They do not categorically exclude bot accounts and are not limited to the organization shown in the shell. Search by the reviewed email or a more specific name.
When adding to an existing group, people search excludes bots. Use Available AI agents for an eligible agent.
A message cannot be sent
Confirm that:
- the message has nonblank text or at least one attachment;
- the text contains no more than 50,000 characters;
- the selected account still has room access;
- neither direct participant has blocked the other;
- the sender is not the receiver in a pending request state.
The pending receiver still sees the composer, but the server refuses the send. The current web interface displays the request banner without controls for changing that state. Preserve the banner and use an established support channel rather than repeatedly submitting the composer.
If a rejected banner appears, do not infer supported recovery or send behavior from the room’s visibility. Record the route and banner for support; the frozen web behavior is internally inconsistent for that state.
An attachment is rejected or fails
For Add files or photos, verify:
- no more than five local files are selected;
- each file is no larger than 10 MiB;
- every extension is one of
.pdf,.doc,.docx,.odt,.jpg,.jpeg,.png,.webp, or.heic.
Text is optional when a file is attached. The web transcript does not display the internal upload status. Wait for the intended attachment chips to appear, then reload the room and confirm which attachments remain visible with the stored message before sending a missing file again. If a chip never appears or an inline error occurs, inspect the original selection first.
A cloud-import control, when enabled, does not establish the same local-picker limits or per-file failure contract. Verify that every intended attachment is visible in the stored message.
An archived room stays archived
Incoming messages do not unarchive a room. Open Archived, select the room, open Chat options, and select Unarchive chat. Do not delete the conversation or send another message as a workaround.
If the current user also blocked that direct contact, Blocked takes precedence and the room will not appear under Archived. Open Blocked, select the contact, and use Unblock user. The archive timestamp remains, so then open Archived and use Unarchive chat.
Archive is per-user. Another participant’s activity and inbox state do not clear your archive timestamp.
A member cannot be added, removed, or leave
- A target that is suspended, deleted, incomplete, already present, or otherwise unavailable cannot be added.
- Any current ordinary group or support participant can add an eligible person.
- In an ordinary group, use Available AI agents for an eligible bot. Support rooms do not expose this AI-agent addition path.
- Only the creator can remove another ordinary member.
- Use Leave group for yourself; the creator cannot remove themselves through the member list.
- The last member cannot leave or be removed.
- Ori cannot be removed from a support room.
If Messenger reports Cannot leave this chat. Only group chats can be left., the shared header exposed Leave group for a room without the required group record. Do not retry it. This includes website-chat and other non-group room shapes.
Ori or support did not respond
First confirm that your own message is stored. In personal Ori, sending starts AI work after persistence. An ordinary group always requires an explicit mention. A support room auto-invokes Ori only while the original requester and Ori are its only participants; while anyone else remains, mention Ori explicitly.
Selecting Stop cancels the in-flight response, not the user message. A failed AI request can leave a durable fallback error message; retry only after reviewing the transcript to avoid duplicate requests.
Use New support request only for a fresh case because it creates a new room on every selection. To resume a known case, select its row under Support. Help and support searches only the currently loaded inbox tab; it opens that tab’s most recent support room or creates one when the tab has none. From Blocked, it creates a fresh support room.
Edit reports that the window expired
Edit succeeds only strictly before 15 minutes have elapsed. The Edit menu item can remain visible after that boundary; Cannot edit this message. The 15-minute edit window has expired. is authoritative. Send a correcting follow-up instead of deleting history solely to bypass the window.
A forward only partly succeeded
Messenger writes each of the selected destinations independently. If some destinations fail, successful forwards remain and are not rolled back. Inspect each target before retrying, then send only to missing destinations. The picker accepts at most 20 distinct destination rooms that it offers, excludes the source room, and rechecks access per destination.
A report cannot be submitted
Report message is available only for another participant’s nondeleted direct message. The note field accepts up to 1,000 characters.
At the frozen revision, selecting Off-topic always produces Could not report the message because the visible option is absent from the server allowlist. Do not choose an inaccurate reason to bypass the failure. Leave the original message in Messenger. Record the exact visible error and approximate time, and share only a route pattern with the room identifier redacted; never copy message contents into the support request.
A successful report creates a pending moderation record. It does not delete, hide, or block the reported message.
Blocked behavior is unexpected
Blocked lists only contacts that you blocked. A person who blocked you does not appear there, even though direct sends are refused in both directions. Bots cannot be blocked.
While either directional block exists, direct sends are refused and reactions in that direct room are read-only. Shared-group sends and reactions remain available to current members; membership and history stay in place. Use Unblock user only from a direct contact that your account blocked.
Collect safe support details
Provide the account alias, room kind, route pattern without customer identifiers, exact visible error, approximate time, and—when relevant—the file name, extension, and size. Never include live message contents, private files, customer names, tokens, or personal email addresses in a support example or documentation screenshot.