Meta Business Suite Inbox is skipping approximately one month of conversations. Messages are searchable but missing from the Inbox list

Hi everyone,

I’m having a serious issue with Meta Business Suite Inbox, and I’m trying to find out whether anyone else has experienced the same thing or knows how to get this properly escalated.

The problem is not that the messages have been deleted or are completely inaccessible. Some of the affected conversations can still be found through Inbox Search.

The actual problem is that the Inbox conversation list is not loading conversations chronologically and is skipping approximately one month of conversations.

For example, the Inbox can show recent conversations and then suddenly jump back to conversations from July, while conversations from the last few weeks are missing from the main conversation list. Even conversations from the last few days have disappeared from the list.

So essentially:

  • Messages still exist and can sometimes be found through Search.
  • They are NOT appearing correctly in the main Inbox conversation list.
  • The conversation list is not chronological.
  • Approximately one month of conversations is being skipped.
  • This is happening in the Meta Business Suite Inbox.

I have already contacted Meta Support about this issue and opened a support case. I spent significant time explaining the problem and was told it would be escalated to a specialized team.

However, the ticket was marked as “Resolved” and closed only a couple of days later, even though the issue was never resolved.

I then scheduled a meeting with a Meta Technical Pro because I could not figure out where this specific technical issue should actually be escalated. The person I spoke with was mainly responsible for areas such as CRM, Catalog, Pixel, CAPI, and measurement, so this was not really within the area of my issue. He ultimately directed me back to the same Meta Support channel where I had already reported the problem.

This is becoming extremely frustrating because I still don't know which Meta team is actually responsible for investigating this type of Business Suite Inbox issue.

This is also affecting our business because we rely on the Inbox to manage customer conversations and follow-ups. When conversations don't appear in the main Inbox, there is a real risk of missing customers and leads.

Has anyone experienced this exact issue where conversations are available through Search but missing from the chronological Inbox list?

If you have experienced something similar, I would really appreciate knowing:

  1. Did Meta eventually fix it?
  2. Which support team/channel handled it?
  3. Was there a specific workaround?
  4. Did the issue resolve itself after a Meta-side fix?

I can provide screenshots showing the missing date range and the same conversations being retrievable through Search if that would help.

I’m mainly trying to find someone who has experienced the same issue and knows how it was actually resolved.

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