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Meta DMs - FAQs

Troubleshoot Meta DM errors by checking if BrandBastion is set as the Primary Receiver for the Handover Protocol.

Updated over 4 months ago

⚠️ Common Error

Error Message:
​Different Primary Receiver (#100) The action is invalid since it's not the thread owner

This typically occurs when BrandBastion is not set as the primary receiver in your Facebook Business Manager settings.

💡 Why It Happens

Meta allows only one app to act as the Primary Receiver of messages via the Handover Protocol. If another app (e.g. a chatbot or CRM tool) is selected, it will take exclusive control of threads—blocking BrandBastion from sending or managing DMs.

✅ How to Fix It

  1. Go to Advanced Messaging Settings

  2. Under App Settings, find:

    • Messenger receiver

    • Instagram receiver

  1. Click Configure next to each.

  2. Check if another app is listed as the Primary Receiver.

  3. Either:

    • Remove the other app, or

    • Set BrandBastion Platform as the Primary Receiver

📌 Note: You can only have one Primary Receiver per channel (Messenger or Instagram).

🔄 When to Recheck This Setting

  • After adding new third-party tools

  • After any Facebook Page role or BM access changes

  • If you see unexpected DM behavior or errors

Related Resources

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