Novalya troubleshooting: solve most common problems (quick guide)

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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:

✅ I'm on Google Chrome (not Edge, Brave, Firefox)
✅ Novalya extension is installed, active and up to date
✅ I'm logged into Facebook/Instagram in Chrome
✅ Chrome is open, computer on, internet active
✅ 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:

Completely restart Chrome (close all windows)
Restart your computer
Uninstall and reinstall Novalya extension
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.

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?

Updated on: 27/03/2026

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