> For the complete documentation index, see [llms.txt](https://limechatai.gitbook.io/limechat-product-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/fixing-the-primary-thread-owner-issue-with-instagram-crm-integration.md).

# Fixing the "Primary Thread Owner" Issue with Instagram CRM Integration

If you're seeing problems where Instagram messages are not showing up in the CRM, or you’re getting an error like **"You are not the primary owner of the app"**, it usually means another app is already controlling the Instagram conversation thread. Meta only allows one tool (CRM, marketing platform, etc.) to be the **primary handler** of Instagram DMs.

Here’s how you can fix that:

<br>

{% stepper %}
{% step %}
**What’s the Issue?**

Instagram allows only one tool/app to manage direct messages. If two or more tools (like LimeChat and another CRM or scheduler) are connected, Meta picks one as the **Primary Thread Owner**. Messages will only go to that one. If LimeChat isn’t set as the primary, your CRM won’t receive any DMs.
{% endstep %}

{% step %}
**Check for Other Connected Apps**<br>

1. Open **facebook.com** while logged into the **brand POC’s account** (the one with **admin access** to the brand's Facebook Page).
2. Switch to the **brand’s Facebook Page** from the profile switcher.
3. Go to **Settings & Privacy** → search for and open **Advanced Messaging**.
4. Under the **Connected Apps** section, review all the apps currently connected to the page for managing messages.

This will help identify if there’s any other app already acting as the primary handler
{% endstep %}

{% step %}
**Set LimeChat as the Primary App**

1. In the **Advanced Messaging** section, check if **LimeChat** is listed.
   * If **LimeChat is not visible**, it means the app is **not yet installed** or connected to the page.
2. If LimeChat is listed:
   * Click on the app name to **view its permissions**.
   * Ensure **all available permission settings** are enabled.
3. Scroll down to the **Instagram** or **Facebook** section.
   * Click on the **Configure** button next to it.
   * In the **Primary Receiver** dropdown, select **LimeChat** as the primary app.

This will allow LimeChat to take over message handling from other tools.
{% endstep %}

{% step %}
**Remove or Replace Any Conflicting Apps**

* If another app is currently set as the **Primary Receiver**, change the setting to **LimeChat**.
* Also, ensure that **LimeChat has full access** under app permissions.
* Any unnecessary or conflicting apps should be **removed** to prevent future issues.
  {% endstep %}

{% step %}
**Re-authenticate Inbox & Test**

After making the above changes:

1. Go to the CRM (e.g., LimeChat) and **disconnect the existing Instagram inbox** (if already connected).
2. **Reconnect or re-authenticate** the Instagram inbox by following the usual login and permission steps.
3. Send a **test message to the Instagram account** and check if it appears correctly inside the CRM.

This ensures that the new primary app settings are applied and working as expected.
{% endstep %}
{% endstepper %}

#### **Need Help? Watch the Walkthrough**

We’ve created a short video that walks through all these steps visually.\
Feel free to refer to it for guidance during setup.

{% embed url="<https://youtu.be/3eirN74DRRk>" %}