Sometimes the Instagramer app may stop receiving a response from the Instagram server and you can see no direct messages reaching your Zendesk instance. In this case, the following step might be helpful for your integration recovery:
1. Visit Admin Center >> Apps and Integrations >> Channel apps
2. Select Instagramer >> Accounts >> check your account is in the Active Accounts list:
3. Go to your Instagram native app page >> Settings >> Security >> Login activity - find the connection from our server and press "It was me".
At the moment we have servers with the following addresses:
Brasil, San Paulo
4. After that please try to re-save the Account General settings in the Instagramer app
If the issue persists after that, you can try to change your Instagram password and play with 2FA (enable 2FA if it wasn't or disable if it was enabled before)
When you've carried all the steps but still can see no DMs being pulled into your Zendesk platform, please contact our support. Please let us know your Zendesk domain and the error notification that appears in Instagramer General settings, this will fasten troubleshooting.