Fixing a disconnected account
A disconnected account stops moderating. To fix it, open Accounts, select the account, and click Re-authenticate Now. This page shows how to read each connection state, reconnect Facebook and Instagram, confirm moderation restarted, and what to do when reconnect fails.
Check the connection state
Section titled “Check the connection state”Open Accounts and select the account. The detail panel shows a status badge and, when there is a problem, a banner. Match what you see to one of these states.
Re-auth
Section titled “Re-auth”An amber Re-auth badge and an amber banner reading This account needs re-authentication with a Token expired time. This means the account’s Meta access has expired and moderation for its pages is paused. This is the most common state and the one most alert emails point to.
A red Error badge and a red banner showing an error reason. The account’s access is invalid for a reason beyond a plain expiry — for example a permission was removed. Read the reason text in the red banner before you reconnect; it tells you what to fix.
Active
Section titled “Active”An Active badge (green) and, on the account’s pages, an Ingestion row reading Active. Nothing to fix — the account is connected and moderating. If a page shows Ingestion: Inactive or Last monitored: Never while the badge is Active, the page monitoring switch may be off; turn it on.
Reconnect Facebook
Section titled “Reconnect Facebook”- Open Accounts and select the disconnected Facebook account.
- In the amber This account needs re-authentication banner, click Re-authenticate Now. If you see the red Error banner instead, click Add Platform to open the Connect an Account modal, then click Reconnect next to Facebook.
- Complete the Facebook login and grant every requested permission. Do not clear any permission — the app needs each one to read and moderate comments.
- You return to Accounts. The badge should change to Active.
Reconnect Instagram
Section titled “Reconnect Instagram”- Open Accounts and select the disconnected Instagram account.
- Click Re-authenticate Now in the amber banner, or click Add Platform and choose Reconnect next to Instagram in the Connect an Account modal.
- Complete the Instagram login and grant every requested permission.
- Confirm the badge returns to Active on Accounts.
Confirm moderation resumed
Section titled “Confirm moderation resumed”After you reconnect, check that moderation restarted:
- The account badge reads Active (green).
- The account’s pages show Ingestion: Active.
- A page’s Last monitored time updates to a recent time on the next sync.
Comments posted while the account was disconnected are pulled in on the next sync and deduplicated, so you do not get repeats. Backfill can take a few minutes to appear.
If reconnect doesn’t work
Section titled “If reconnect doesn’t work”If the account returns to Re-auth or Error after you reconnect, it is almost always one of these three.
You reconnected but the account still shows Error
Section titled “You reconnected but the account still shows Error”Cause: a required permission was not granted. The app needs specific Meta permissions to work — for example pages_read_engagement to read comments and pages_manage_engagement to hide or reply. If you cleared a permission during login, or revoked the app’s access in your Meta settings, reconnect finishes but moderation still cannot run.
Fix: reconnect again and leave every requested permission enabled. Read the reason shown in the red Error banner before you retry.
Reconnect can’t find your Facebook Page
Section titled “Reconnect can’t find your Facebook Page”Cause: to moderate a Facebook Page’s comments, you need a role on that Page. If your Page role changed or was removed, the Page may not appear to reconnect, or the account reconnects without it.
Fix: ask a Page admin to restore your access on the Page, then reconnect.
The account dropped right after a password change
Section titled “The account dropped right after a password change”Cause: changing your Facebook or Instagram password can invalidate the app’s stored access, moving the account to Re-auth or Error even though nothing else changed.
Fix: reconnect from the account’s banner with Re-authenticate Now.
Prevent this next time
Section titled “Prevent this next time”- Reconnect as soon as the amber Re-auth badge appears — moderation for that account’s pages stays paused until you do.
- Keep your role on the Facebook Page you moderate. Losing it breaks reconnect.
- Meta access is time-limited by design, so accounts need re-authentication periodically. For how long Facebook and Instagram page tokens last and what triggers expiry, see Why connections expire.