> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.novalya.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Novalya troubleshooting: solve most common problems (quick guide)

# 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.

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## 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)

|| If one of these points isn't validated, start by correcting it before going further.

---

## 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.

|| **Detailed solution:**
|| - Why doesn't Novalya button appear on Facebook or Instagram?

---

### 2. My campaign doesn't start

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

|| **Detailed solutions:**
|| - Why does Novalya stop during campaign?
|| - Messages not sent or blocked campaign

---

### 3. My messages aren't sending

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

|| **Detailed solutions:**
|| - Messages not sent or blocked campaign
|| - What to do if Meta temporarily blocks my account?

---

### 4. Novalya stops during campaign

Campaign starts correctly but stops before end without apparent reason.

|| **Detailed solution:**
|| - Why does Novalya stop during campaign?

---

### 5. Extension shows "Session expired"

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

|| **Detailed solution:**
|| - Extension displays "Session expired"

---

### 6. Contacts aren't automatically added to CRM

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

|| **Detailed solution:**
|| - Contacts not automatically 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.

|| **Detailed solution:**
|| - Difference between what I see in Novalya and Facebook/Instagram

---

### 8. Chrome extension doesn't load

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

|| **Detailed solution:**
|| - Chrome extension doesn't load

---

## Account and security problems

### My account is blocked or restricted by Meta

Meta prevents you from sending messages temporarily.

|| **Detailed solutions:**
|| - What to do if Meta temporarily blocks my account?
|| - Can Novalya get my account banned?
|| - How to do effective warm-up?

---

### I want to understand limits and best practices

You want to avoid restrictions and optimize your usage.

|| **Detailed solutions:**
|| - What are sending limits on Facebook and Instagram?
|| - How do Boost/Normal/Prudent/Secured intervals work?
|| - How to do effective warm-up?

---

## Connection and installation problems

### I can't connect my Facebook/Instagram account

Problems during initial connection of your account to Novalya.

|| **Detailed solutions:**
|| - How to connect my Facebook account to Novalya?
|| - How to connect my Instagram account to Novalya?

---

### I want to change Facebook/Instagram account

You want to use different account than currently connected one.

|| **Detailed solutions:**
|| - Change connected Facebook account
|| - Change connected Instagram account

---

## 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

Our team aims to reply within 24 hours on business days.

---

|| **To go further:**
|| - How to install Novalya Chrome extension?
|| - How to update Chrome extension?
|| - Why must Chrome stay open?
|| - On which browsers can I use Novalya?