Novalya troubleshooting: solve most common problems (quick guide)

Reading time: 3 min

Quick summary: Quick diagnostic guide to solve common problems. Start with 30-second checklist, then choose your symptom to access detailed solution.

30-second checklist (do before anything)

Before anything else, check these 5 essential points:

1. ✅ I'm on Google Chrome (not Edge, Brave, Firefox)
2. ✅ Novalya extension is installed, active and up to date
3. ✅ I'm logged into Facebook/Instagram in Chrome
4. ✅ Chrome is open, computer on, internet active
5. ✅ I did hard refresh (Ctrl/Cmd + Shift + R)

Choose your symptom

Select problem that matches your situation:

1. I don't see Novalya buttons on Facebook or Instagram

Import, prospecting or AI comments buttons don't appear on pages/posts/groups.

2. My campaign doesn't start

You launch prospecting, CRM or birthday campaign, but it doesn't start.

3. My messages aren't sending

You see sending errors or campaign shows "0 messages sent".

4. Novalya stops during campaign

Campaign starts correctly but stops before end without apparent reason.

5. Extension shows "Session expired"

Message informs you that your Facebook/Instagram session has expired.

6. Contacts aren't automatically added to CRM

You configured tags/pipelines in your campaign, but contacts aren't added to CRM.

7. I see difference between Novalya and Facebook/Instagram

Data displayed in Novalya doesn't match what you see on Facebook/Instagram.

8. Chrome extension doesn't load

Novalya extension doesn't display at all or doesn't respond.

Account and security problems

My account is blocked or restricted by Meta

Meta prevents you from sending messages temporarily.

I want to understand limits and best practices

You want to avoid restrictions and optimize your usage.

Connection and installation problems

I can't connect my Facebook/Instagram account

Problems during initial connection of your account to Novalya.

I want to change Facebook/Instagram account

You want to use different account than currently connected one.

Still stuck after following guide?

If no solution works:

1. Completely restart Chrome (close all windows)
2. Restart your computer
3. Uninstall and reinstall Novalya extension
4. Contact support with this information:

• Your exact symptom
• Steps already attempted
• Screenshots if possible

Need personalized help?

Our support team analyzes your specific situation:

• Ticket Center: Available from your Novalya space
• Email: support@novalya.com

We typically respond within 2 hours during business days.

Updated on: 27/03/2026