Fix a Problem

Installing the App
When you try to check messages on the Facebook app, you'll be asked to install the Messenger app so that you can have more features. Some include the ability to:
  • Text, call or video call your friends for free using your existing data plan.
  • Immediately see your messages and conversations when you open the app.
  • Get push notifications on your phone or tablet so you see each message when it arrives.
  • Switch between multiple conversations with in-app notifications.
  • Block messages from specific people.
After you install Messenger, all your messages and contacts will be waiting for you in the app. To see your messages on the Facebook website, open a web browser from your computer or phone and go to www.facebook.com.
How to get the app:
Messenger is available on iOS, Android, Windows Phone, desktop computers and some feature phones. To get the mobile app, go to fb.me/msgr or visit the app store on your phone or tablet.
You can download the Messenger desktop app at the Mac App Store or the Windows App Store .
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Installing the latest version may help to fix problems when something's not working.
For Apple computers
You can go to the App Store to download Messenger for the Apple Mac.

For Windows computers
You can go to the Google Play store to download Messenger for Windows Desktop
To check for updates for Windows:
  1. Open the Messenger App for Windows.
  2. Click in the top left.
  3. Hover over Messenger and then select Check for Updates.
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Troubleshooting
This process is for reporting something on Messenger that isn’t working correctly, like a broken feature. Learn how to report abuse or other conversations that go against our standards.
If something’s not working in Messenger, try updating the app. If it’s still not working after updating, here's how you can report it to us:
Desktop App
  1. Open Messenger for Windows or macOS.
  2. Click your photo in the top left.
  3. Click Preferences.
  4. Click Report a Problem.
  5. Describe the problem in the text box, including the steps you took to encounter the issue.
  6. Click Submit.
Desktop (messenger.com)
  1. Open Messenger for Windows or macOS.
  2. Click in the top left.
  3. Click Report a Problem.
  4. Describe the problem in the text box, including the steps you took to encounter the issue.
  5. Click Send.
Providing details and screenshots helps us find the problem. While we don't reply to every report, we may contact you for more information as we investigate. We appreciate the time it takes to give us this information and will only use it to improve the product.
Note: This process is for reporting broken features. Learn more about reporting people or conversations that go against our standards.
What do I do if I’m still experiencing the problem?
When things don't work on Messenger we want to fix them right away. If you’re still experiencing the problem after reporting it, please report it again with the following tips in mind:
  • Be sure to report problems through the right channel.
  • Report broken features as soon as you see them.
  • Clearly explain what you were doing when the problem occurred and what steps we can take to reproduce the problem.
  • Attach screenshots if you have them.
  • The feature might actually be working as intended, so check the Help Center to see if that's the case.
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If you're having trouble logging into Messenger, please make sure that you have the most up-to-date version of the Messenger app installed. To do this, go to your phone or tablet's app store (example: Apple App Store, Google Play Store) and download any updates.
If you can't log into Messenger or your general Facebook account, get help with account login and password issues.
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If you can't see your messages or you're getting a “No internet Connection” error, you can try:
If you can't send messages to anyone or are seeing a different error, learn more about fixing problems on Messenger.
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Some things you can try:

If it still doesn't work, reasons why include:
  • The person you’re trying to message deactivated or deleted their account.
  • You've blocked the person you're trying to message or they’ve blocked you.
  • You’re trying to respond to a group conversation that the other members of the conversation have already left.

You can also learn how to:
If you can't send messages to anyone or are seeing a different error, learn more about fixing problems on Messenger or how to make sure your Messenger app works properly.
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Messenger has limits in place to stop messages that people may not want to get, like spam. If you were warned about sending too many messages or sending them too quickly, you'll need to stop sending so many messages or you may be unable to send messages on Messenger.
To learn more about our policies, please review the Facebook Community Standards.
You can also only forward up to five messages at a time.
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Some reasons why you can't send messages:

Keep in mind that:
  • This block is temporary.
  • You can still connect with your confirmed friends through the Facebook app or www.facebook.com while you're in this block by leaving comments on posts, posting on your profile or using other Facebook features.
  • If you can't send messages, you may also be temporarily blocked from sending friend requests.

To make sure you can send messages in the future:
  • Use the name you go by in everyday life to help the people you're messaging recognize you.
  • Once your block is over, please send messages and friend requests only to people you know.
  • Learn more about our policies from our Facebook Community Standards.

Other resources on:
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If the Messenger app keeps crashing when you try to open it, you can try:
  • Removing large files or unused apps from your phone to create more storage space on your device.
    • Learn more about how to check and manage your devices' storage from your iOS settings at the Apple Help Center or from your android settings at the Google Help Center.
  • Updating to the latest version of the app. You may also want to uninstall the app and then reinstall it.
To install or update the Messenger app, go to the App Store or Google Play store on your device. Installing the latest version may help to fix problems when something's not working.
To check for updates for Windows:
  1. Open the Messenger App for Windows.
  2. Click in the top left.
  3. Hover over Messenger and then select Check for Updates.
If you've tried the steps above and there's still something wrong with your Messenger app, report the problem to let us know more about the issue.
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Android
If you can't update your Messenger for Android app, try some of these suggestions:
  • Delete data to make more space on your phone.
  • Uninstall and reinstall your Messenger app from the Google Play Store.
  • Update your Google Play Store app.
  • Log out of your Google account on your device and then log in again.
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When you first use features in the Messenger app that require the app to access information or use features from your Android phone or tablet, you should see a screen letting you know that the app is asking for your permission to do this. Almost all apps need certain permissions to run on Android, and we use these permissions to help enable features in the app and create a better experience for you. Keep in mind that Android controls the way the permissions are named, and the way they’re named doesn’t necessarily reflect how the Messenger app and other apps use them.
Below you'll find a list of some of the permissions we currently request for the Messenger app on Android, as well as an example of how we use each one. This list is meant to give you a better understanding of how we use these permissions, but it doesn't include all of our uses of these permissions. If you've already installed the Messenger app, you can find a list of the permissions the app uses in your phone or tablet's Applications Manager, or by visiting the Play Store and clicking View Details under Permissions.
Note that the names of these permissions and how they're displayed on your device may differ depending on what version of Android you're using.
Android permission (what you’ll see on your Android phone or tablet) and examples of what we use this permission for:
  • Take pictures and videos: This permission allows you to take photos and videos within the Messenger app to send to your friends and other contacts.
  • Record audio: This permission allows you to record and send videos and voice messages and make voice calls within Messenger.
  • Read your contacts: This permission allows you to add your phone contacts as Messenger contacts if you choose to do so. Learn how to stop uploading your phone contacts.
  • Send and view text messages (SMS): This permission allows you to view and send SMS conversations in Messenger. If you add a mobile phone number to Messenger, this allows us to confirm your mobile phone number by finding the confirmation code that we send via text message (SMS).
We may update this, so check back here to learn more about Android permissions and how we use them. To learn more about how we collect and use data, review our Data Policy.
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