Comments aren't arriving
How quickly comments should show up on each platform, and what to check when a post or ad has comments that are missing from Activity.
Updated
Start on Accounts. Each account shows when its last comment came in, for example "Instagram account · 7 minutes ago". If it says "No comments yet" or the time is much older than your newest comment, work through the list below.
How long it should take
| Where | Comments arrive |
|---|---|
| Facebook and Instagram | Within seconds |
| TikTok videos | Usually within 5 minutes |
| TikTok ads | Every few minutes while the ad is running |
| YouTube | About every 5 minutes |
| Threads ads | Every hour while the ad is running |
Right after you connect, comments from the last 30 days come in first. That can take a little while on a busy account.
Check these first
- Is the account connected? On Accounts, a login that says Needs reconnecting has stopped. Press Reconnect. See Reconnect needed.
- Is the account switched on? The switch next to it must be on. An account that is off says "Off".
- Is it the right account? The comments must be on a Page, Instagram account, TikTok account, YouTube channel or Threads profile you connected. If the Page is managed by a different Facebook login, press Connect an account, then Connect Facebook and Instagram, and sign in with that login.
- Were you added to the right accounts? If you are a moderator limited to some accounts, you only see comments on those. Ask an owner or admin.
- Are filters on in Activity? Clear any filters and search, and check you are not in a view like Hidden or Archive.
Comments on ads are missing
- Connect the ad account too. For Facebook and Instagram, connect the ad account so CommentGate knows which comments are on ads. The comments themselves arrive through the Page or Instagram account the ad runs from, so that Page or account must be connected and switched on.
- TikTok ads need Connect TikTok ads. Spark Ads on a TikTok account you connected also arrive with that account.
- Instagram catalog ads: not all comments on these reach CommentGate. This is a limit on Instagram's side.
A Page was left out when you connected
If you saw "Pages were left out: your access there cannot moderate comments", your Facebook role on that Page is not enough. Ask a Page admin for access that can moderate comments, then press Reconnect.
Things that never arrive
- Instagram Stories do not take comments.
- On YouTube, only videos on a channel you connected. An ad that runs from someone else's video cannot be read.
- Threads ads made from a Threads profile created for an Instagram account or Page, boosted posts and catalog ads cannot be moderated.
Still missing?
Note the post or ad, roughly when the comment was posted, and the account. Then contact us and we will look.
Related
- "Reconnect needed": what it means and how to fix it A platform asked you to sign in again. Until you reconnect, comments on that account are not read or acted on. It takes a minute.
- Connect Facebook Pages and Instagram Sign in with Facebook once to bring in your Pages, their Instagram accounts and your ad accounts.
- Moderate comments on Facebook and Instagram ads (including dark posts) How your Meta ad accounts come in, what dark posts are, and how CommentGate tells ad comments apart from post comments.
- What each platform allows: hide, delete, reply and like Each platform decides what outside apps may do with comments. Here is what CommentGate can do on each one, and why.
Still stuck?
Tell us what you were trying to do and what happened. A person replies, usually within one business day.