The inbox works only while your store is on a running Premium (or Custom) package. If you moved to Start Free, Basic or Standard, or your Premium package ran out, the inbox locks and new messages stop coming in. Pay for Premium again and it works as before.
Where to find it
Check your package in Admin › Administration › Settings › Package & billing (প্যাকেজ ও বিল). The Now box shows your package and the date it is paid until (or the date it ended). Only the store owner sees this page.
Why it happens, most common first
- You changed to a lower package. Basic, Standard and Start Free never open the inbox, even if they include everything else you need.
- Your Premium package ran out. A paid package keeps working for 3 more days after its end date. After that the store is on the free package, and the inbox locks.
- Your store was on Standard or the free trial before November 2026. Both used to open the inbox. Now only Premium and Custom do.
What happens while it is locked
- Every screen under Admin › CRM › Inbox shows a lock page with an Upgrade now button.
- Messages and comments are not saved. Meta still delivers them to your store, but they are dropped, and they do not come in later after you upgrade. Your customers still see their messages on your Facebook page, Instagram or WhatsApp, so you can answer them there.
- Unanswered chats no longer move between sellers, and scheduled chat messages and WhatsApp campaigns do not go out.
- Nothing is deleted. Connected pages, old chats, replies and settings stay saved.
Step by step: bring it back
- Open Package & billing, or press Upgrade now on the inbox lock page.
- Choose Premium, the months and how you pay.
- Press Pay now (or Send for checking for send money).
- When the payment is confirmed, open CRM › Inbox again. Your pages are still connected, and new messages come in from then on.
Example: "Rangdhanu Fashion" changed from Premium to Standard to save money. Next morning the sellers found CRM › Inbox locked and no new Messenger chats. The owner decided the inbox was worth it, paid for Premium again, and new chats started arriving. Chats sent in between had to be answered from the Facebook page itself.
Good to know
- A send-money payment waits until the eCommerce Autopilot team checks it, so the inbox opens only after that.
- When you change package, the days left on the old one are turned into days on the new one. See What happens to my paid days when I change package?