Message Failure: PIN Request Detected

What it means, why it happens, and how to fix it.

Introduction
What This Message Failure Means
What You Can Do
Why This Process is Important

Introduction

Purpose

This help document will help you better understand why your message may not have been delivered and what you can do about it. While message sending is typically seamless in GroupTrack CRM, platform changes or delays can occasionally cause issues that interrupt automations or manual sending.

Scope

This guide applies to all GroupTrack CRM users who send messages—whether manually or using the bulk messaging feature—on any supported platform (Facebook, Instagram, etc.).

What This Message Failure Means

GroupTrack tried to open Messenger to send your message, but Facebook is requiring your End-to-End Encryption (E2EE) PIN first—so we hit a wall. Until you enter that PIN, Facebook won’t let anyone (even GroupTrack) access your message history or send new messages.

Translation:

Facebook’s asking for your secret handshake before it’ll let us into Messenger. No PIN = no messages.

What you can do:

✅ Open Messenger manually and enter your E2EE PIN

✅ Refresh your tabs and requeue the failed messages

✅ Once the PIN is entered, GroupTrack can pick up where it left off

Note: This only needs to be done once per session—or until Facebook asks again. It’s a security thing on their end, not a bug in GroupTrack.

We’ll hold your queue until it’s resolved so you don’t lose your place. 👌

Why This Process is Important

Understanding what caused a message to fail ensures you can take appropriate steps to follow up with your leads and avoid losing potential sales opportunities. Even when tech gets a little glitchy, GroupTrack is designed to give you full visibility and easy solutions to keep your pipeline moving forward.