My account says it needs reconnecting

A banner appeared at the top of the panel saying this account's connection is broken and that messaging and automations will not work until you reconnect, and the badge on Settings › Connection says Needs reconnecting. That means Meta no longer accepts the access it granted us. This guide explains the three status badges, how to read the reason line and how to refresh the connection correctly.

⚠️ Note: You must sign in with the same Instagram or WhatsApp account when reconnecting. If you use a different one, the panel says a different account was used and stops — it behaves this way so your contacts and conversations are never mixed up.

You may be seeing one of these situations:

• The badge says Needs reconnecting.
• The badge says Renewal due.
• You reconnected and the badge went red again.
• Reconnecting failed because a different account was used.

A concrete example: a boutique changes the password on its social accounts as a security measure. The next morning the connection shows Needs reconnecting and the reason line says the access permission is invalid. Signing in again with the same Instagram account and granting the permissions brings it back; contacts, conversations and automations are untouched. If you plan a password change, treat refreshing the connection right afterwards as part of the job.

Know the three status badges

The Connection status box on Settings › Connection shows one of three values.

• Active — Nothing is wrong. On accounts connected with Instagram the access token is valid for 60 days and the system renews it before it expires; a line under the badge says it renews automatically and when the next renewal is due. WhatsApp tokens have no expiry, so there is no counter.
• Renewal due — One of two things: the Instagram token has fewer than three days left (which means automatic renewal is failing), or, on an account connected through a Facebook page, Meta's data access permission has fewer than 14 days left. Do not wait when you see this badge: press Renew permissions.
• Needs reconnecting — The connection is returning errors or has been cut, or the token or permission has expired. No messages arrive, automations do not run and posts are not published.

Under the badge you also see Permission time left: {days} or No expiry; on the Facebook route, watch that counter regularly.

Read the reason line

The panel translates Meta's reason and writes it under the badge. The right fix depends on that line.

• "Access permission is invalid (the password may have changed or the permission was removed)." This is the most common cause. The account password changed, two-factor authentication was switched on, or the permission was revoked at Meta.
• "The access token could not be renewed." Automatic renewal failed; a token that has already expired cannot be renewed.
• "The app permission was removed on Meta's side." Someone removed the app in the Instagram or Facebook settings.
• "Removed by a data deletion request through Meta." A data deletion request was sent to Meta.
• "The webhook subscription failed; messages may not arrive." The connection holds but events do not come in; see messages are not arriving.
• "The connection was cut." Somebody disconnected it by hand.

Rebuild the connection

1. Switch to the account and open Settings › Connection.
2. Press Reconnect. If the badge says Renewal due, the button reads Renew permissions; both open the same window.
3. On an account connected with Instagram, sign in to Instagram with the same account.
4. On an account connected through a Facebook page, sign in with Facebook and leave the page selected that this account belongs to. If you deselect the page, the connection is not rebuilt.
5. On WhatsApp, pick the same WhatsApp Business account and number in Meta's window.
6. Grant every permission Meta asks for. Skipping even one leaves the connection incomplete.
7. Return to the panel and check for the confirmation that the connection was refreshed and new messages will reach the inbox.

When the connection is refreshed, your contacts, conversations, automations and insights archive stay exactly as they were. Nothing is deleted.

If you cannot reconnect

1. Check your permissions. You need to be an owner or admin in the portfolio to connect accounts; otherwise you get a message saying you are not allowed to.
2. Make sure you are signing in with the same account. If another Instagram or Facebook account is open in your browser, sign out of it first.
3. Confirm your Instagram account is a professional account. Meta's messaging API does not work on personal accounts.
4. If you see "This account is already connected somewhere else", the same account is connected in another portfolio; disconnect it there first.
5. If the sign-in session is invalid or expired, close the window and start again, and finish without long pauses.
6. If it says the Meta app is not configured yet, that is on the platform side; let our Support team know.

Other known issues and limits

• Notifications go to owners and admins. When a connection drops, one email and one in-app notification are sent per incident, each in the recipient's own language. Connections you cut yourself are never announced.
• On the Facebook route, permission expiry is warned separately. Notifications go out 14 days and 3 days before it expires.
• Disconnecting does not delete data. Unless you tick the box to delete contacts and conversations too, everything stays.
• You can change the connection route. Whether you connect with Instagram or through a Facebook page is chosen on the same screen; each route uses a separate Meta app, and who can message the account changes with it.
• If it keeps dropping, find the cause instead of reconnecting each time: see my connection keeps dropping.

If you have followed every step and the problem continues, contact our Support team.