Issue

When integrating Facebook Messenger with Twilio Conversations, you may encounter the error:

code: 20403
message: "Account not authorized to use this address"
status: 403

This article explains why this error occurs and provides step-by-step guidance to resolve it, ensuring that inbound Facebook Messenger messages are automatically routed to Twilio Conversations.

Symptoms

• Inbound Facebook Messenger messages appear in Twilio Messaging Logs.
• Conversations are not auto-created for these inbound messages.
• API calls to create/access Conversations return error 20403.
• The Facebook page is correctly linked to the Twilio account.
• Not using a subaccount.

Product

Twilio Conversations

 

Environment

Twilio Console

 

Cause

This error typically means the Facebook Messenger sender is configured as a “Traditional Messaging” sender, not as a Conversations address. If a Messaging Service is associated with the Facebook sender and has an inbound webhook, it can intercept messages before they reach Conversations, preventing auto-creation.

Resolution

1. Check Facebook Sender Settings in Twilio Console
   • Ensure your Facebook Messenger sender is not associated with a Messaging Service that has an inbound webhook URL defined.
   • If a Messaging Service has a webhook, Twilio sends the data there and does not hand it off to Conversations.
2. Configure Conversations Address
   • Go to Conversations > Manage > Configure Addresses in the Twilio Console.
   • Edit your Facebook Messenger address:
     • Set “Autocreate Conversations for new Messages” to ON.
     • Ensure the webhook field is empty. If a webhook URL is present, it overrides auto-creation.
3. Force Configuration Re-sync
   • Go to Conversations > Manage > Defaults.
   • Toggle “Handle Inbound Messages with Conversations” OFF, Save, then ON, and Save again. This forces a re-sync of routing tables.
4. Studio Flow Integration (Optional)
   • If you want inbound messages to trigger a Studio Flow, configure the integration so your Studio Flow reacts to the “Conversation Created” event.

Additional Information

Following the above steps resolves the “Account not authorized to use this address” error and enables automatic creation of Conversations for inbound Facebook Messenger messages.

• If inbound messages are visible in Messaging Logs but not in Conversations, the Facebook-to-Twilio connection is working; the issue is internal routing.
• These steps apply to main accounts (not subaccounts).

Below you will find references to useful documents:

• Twilio Conversations: Manage Addresses
• Twilio Studio Flow Integration