The Accounts page: connecting an account

The Accounts page is where you connect every place your customers reach you and every account you publish to. Open it from the menu: Set up → Accounts (address /app/channels; the older address /app/accounts opens the same page). Accounts belong to the workspace that is active when you connect them.

Who can use it

• Owner and Admin: connect, reconnect, disconnect and remove any account, and open every account's Settings.
• Members who may answer the inbox (by default the roles Editor, Reviewer and Agent (inbox only)): open the page, add the mailbox they answer from, and reconnect a mailbox (an IMAP mailbox only if it is their own: a team IMAP mailbox's new app password is saved by an owner or admin). They cannot connect or disconnect social accounts, WhatsApp or website chat.
• Viewer: the page is not in the menu; opened by its address it only lists the accounts.

If you are not an owner or admin and nothing is connected yet, the page says Only an owner or admin can connect an account or, if you may answer the inbox, offers Add my mailbox. Once accounts are connected, the same sentence Only an owner or admin can connect an account. Ask one of them, and everything else on this page opens up. appears under the list (if you may answer the inbox: Other accounts are connected by an owner or admin.), and the list Coming soon is shown to owners and admins only.

What is on the page

• With no account connected yet, the page says "Link the accounts you want OmniBrand to post to and reply from. Ready to connect now: [the platforms anyone can connect]."
• Three counters at the top: Connected (the accounts of the workspace you have open, except disconnected ones, which stay listed but are not counted; Social accounts in Plan & usage counts the accounts of every workspace on your account, so with more than one workspace it can be higher; disconnected accounts count in neither), Working, and Needs attention (an account that is Expiring, Sign-in expired, Disconnected, or shows Inbox webhooks not subscribed - reconnect).
• Connected accounts: one card per platform, with each connected account as a row under it. Under the platform's name the card counts its accounts the way the Connected counter does, for example 2 connected; disconnected accounts are counted apart: 1 disconnected, or 1 connected, 1 disconnected. The card shows chips (images, video, schedule), one line on what the platform allows (Posts can be retracted from here or Posts can only be deleted in the platform, audience stats or no audience stats; inbox-only accounts say Inbox account: messages arrive in your inbox and you reply from there.), and whether customers reach you there: Messages and comments arrive in your inbox., Inbox: coming soon. Posting works now. (Facebook and Instagram, until Meta opens messaging) or Publishing only. … does not send us messages or comments, so replies there happen on … itself. Each account row shows the account's name and, under it, what kind of account it is: Page, Profile, Personal profile, Business account, Business location, Channel, Group, Mailbox, Website or Account.
• Connect an account: one tile for every platform you have not connected yet, each marked Opens a sign-in window or Opens a short form, in two groups. Ready to connect ("These platforms connect for everyone today.") comes first: platforms that are live, then those on limited or trial access. Coming soon comes after, with the line "These platforms open for everyone shortly. Meanwhile, write your posts in Create and post them by hand with Copy text." Start with a platform from the first group; you can write, save and post by hand before any channel is connected (see Create a post). A link that asks to connect a platform that is not available yet (for example from the setup steps) opens nothing and says "[platform] cannot be connected yet, so nothing was opened. It is listed under Coming soon." A link from OmniBrand (for example in an email from our team) opens Accounts with that platform's tile outlined and a box at the top that names where the account will go, for example Connect Instagram Business to Desert Cafe: with several workspaces, the workspace open in the switcher; with one, your organisation's name (just Connect [platform] while neither is known). Click the box's Connect [platform] button to open the sign-in window, or Not now to close the box. A platform that connects with a form (and Email, and WhatsApp Business once its Connect WhatsApp Business dialog is set up) opens its window straight away. If the email was written for another of your organisations, nothing opens and the box says "This link is for the organisation "[organisation]", but you are logged in to [your organisation]. Nothing was opened. Click Switch organisation to log in to [organisation]; the link opens again after you log in." ([organisation] is its short name from its web addresses, for example desert-cafe): Switch organisation logs you out and opens the log-in page (when it asks which organisation to open, that organisation is already chosen), and after you log in to that organisation the link opens again; Close closes the box. If the platform is already connected the box is titled [platform] is already connected with "Its card is highlighted below. Click Show it to go to it.": Show it scrolls to the platform's card, and Close closes the box. If you are not an owner or admin the page says only "Only an owner or admin can connect [platform]. Ask one of them to open this link." (or "Only an owner or admin can connect accounts. Ask one of them to open this link." when the link names a platform OmniBrand does not know).
• Coming soon (owners and admins only): platforms OmniBrand has not opened for your account yet. They cannot be connected yet; ask OmniBrand support. An account already connected on a platform that is no longer offered stays under Connected accounts, with the note "[platform] can no longer be connected here. The accounts already connected stay listed so you can check them, and disconnect or remove them.": its badge, Disconnect and Remove work as usual; Reconnect is not offered.
• A short note on a tile or card (Coming soon, Public posts coming soon or Personal profiles only), with the full sentence in the box Before you connect under the tiles of its group, one line per platform group (for example "[Platform]: Coming soon - opening to everyone shortly."): Coming soon means the platform does not connect for everyone yet; with Public posts coming soon you can connect and publish, but for now only you see what you publish; with Personal profiles only, business pages are coming soon and you connect your personal profile.

Step by step: connect an account

Every sign-in platform first opens the window Connect plus the platform name, with two options: Scan with your phone (a QR code; see Connect an account from your phone) and Sign in on this computer (the sign-in described in step 3).

1. Open Set up → Accounts.
2. Under Connect an account, click the platform's tile. For a platform that already has an account, click + Connect another on its card instead.
3. Sign-in platforms (Opens a sign-in window): on a computer, a window opens on the platform's own site. Sign in there and approve; the window closes by itself and Accounts shows the result. On a phone or tablet, and when your browser blocks the window, the same sign-in opens in the current tab instead and brings you back to Accounts afterwards. If a page saying the account was connected stays open, click Back to OmniBrand. If you opened OmniBrand inside an app's built-in browser (for example from a link in Instagram, TikTok or Facebook), Accounts shows Open OmniBrand in Chrome or Safari to connect your channels. Google refuses its sign-in there, so YouTube and Google Business Profile do not open: the box is titled [platform] can’t be connected inside [app]’s built-in browser, and its Close button hides that title again. Click Copy link; the button then says Link copied. If the app does not let OmniBrand copy, the link appears next to the button so you can select and copy it yourself. Open Chrome or Safari, paste the link in the address bar and log in: Accounts opens with a box such as Connect YouTube; click its Connect YouTube button. You can also use the app's menu (the ⋯ or ⋮ button) to open the page in your browser.
4. If the sign-in reaches more than one account (several Google Business locations, Facebook Pages, Instagram accounts, LinkedIn Pages, YouTube channels or WhatsApp numbers), nothing is connected yet: the window Choose which accounts to connect opens on Accounts. Tick only the ones you want and click Connect selected (see the next section). With exactly one account, it is connected straight away.
5. Credential platforms (Opens a short form: Telegram, Bluesky, Mastodon, Website chat): a window titled Connect plus the platform name opens over the page. Fill it in and click Connect account, or Cancel (or ✕) to close it. While the platform checks the details, Connect account shows a spinner, and Cancel and ✕ wait for its answer. If the platform refuses, the reason appears in red inside the window, above Connect account, and the window stays open so you can correct the fields; for example "Bluesky did not accept this handle and app password. Check both and try again." Under the fields, Bluesky and Mastodon say where to create the app password or access token; every window that asks for a token or password ends with "What you enter is stored encrypted and is never shown again." (Website chat asks for neither, so it does not show this line) and a Step-by-step guide link to the platform's help article.
6. Email: the Connect email window opens instead. See Email: connect any mailbox.
7. When it works, every account you chose appears as its own row with the badge Publishing: OK. The result of a sign-in, of a platform's tile, + Connect another or Reconnect, and of Connect selected appears in a message at the bottom of the screen, wherever the page is scrolled to: Account connected. closes by itself after a few seconds, and a problem (see "If something goes wrong" below) stays until you close it with ✕. If your browser blocked the sign-in window, you come back to the top of Accounts and the message is under the page title. After a form the window closes, the page says the platform's name and connected. (for example Telegram connected.) and the new row is scrolled into view and outlined for a moment. For Website chat the page says Website chat connected. Its settings are open below: copy the code onto your website to show the chat. and the new row's Settings open at the code. If the account you signed in to was already connected, nothing new is added and the message names it: [name] was already connected. It is signed in again. To add a different account on that platform, sign out of the platform in this browser first, or use Switch account on the platform's sign-in page, then click + Connect another. When some accounts are new and some were already connected, the message says Connected [new]. [old] was already connected and is signed in again. After Reconnect on an account, the message is only [name] is signed in again.

The platform articles below list exactly what each one needs.

Choose which accounts to connect

One sign-in often reaches more than one account: a Google account can manage several business locations, and a Facebook login several Pages. OmniBrand connects only the ones you tick.

1. After the sign-in, the window Choose which accounts to connect opens over the Accounts page (or over the setup wizard). It lists every account the sign-in reached, with its type and the end of its platform ID (ID followed by digits), so two places with the same name can be told apart.
2. Nothing is ticked, except accounts already connected in this workspace: they show the badge Already connected and stay ticked, so a reconnect keeps them working.
3. Tick the accounts this workspace should use. Select all ticks every account; Clear selection unticks them all.
4. Click Connect selected; the button shows how many you ticked, for example Connect selected (1). Only those accounts are connected, and the page says Connected 1 of the 3 accounts your sign-in reached.
5. Cancel (or ✕, or the Esc key) connects nothing and deletes the sign-in from OmniBrand. To connect later, start again from the platform's tile.

• The choice waits 30 minutes and works once. After that the window says This choice has expired or was already used, so nothing was connected. Click Connect on the platform again. If it expired while the window was open, it says This choice has expired, so nothing was connected. Click Connect again to sign in to [platform] once more. with the button Connect again, which starts the sign-in again.
• Only the person who signed in can open and confirm the choice.
• Under the list the window shows how many more accounts your plan allows, for example Your plan has room for 2 more accounts. Reconnecting an account that is already connected does not use a place. Accounts ticked beyond the allowance are not connected, and the page says so.
• To add an account you did not tick, click + Connect another on the platform's card, sign in again and tick it.

Each account row

• The account name (a link to the profile where the platform has one), its type, and the health badge. See Account health.
• Reconnect: shown when the account is Sign-in expired or Disconnected, or when it was granted fewer permissions than it needs. A feature that is coming soon (Facebook and Instagram messages and comments in the inbox) does not count: the row shows a short line about it instead, with no Reconnect.
• Settings, then a quiet Disconnect button (an account you have not disconnected), or Remove (a disconnected one): Disconnect and Remove are for owners and admins only.
• Settings: shown when the account has settings of its own - the website chat code, the email forwarding address and newsletter subscribers, the Microsoft 365 Mailbox to watch, the IMAP Mailbox settings, Who receives this mailbox, WhatsApp Calling, or the list of missing permissions. Hide settings closes them.

If something goes wrong

• Sign-in was cancelled. Nothing was connected. - you clicked the platform's cancel button. Start again.
• The [platform] sign-in window was closed before the connection finished, so nothing was connected. Click Connect to try again. - you closed the platform's window before finishing. Click the platform's tile again.
• This sign-in window expired or was already used. Nothing was connected - start the connection again and finish it within 30 minutes in this browser. - the sign-in window was left open for more than 30 minutes, or it was finished twice (for example with the browser's Back button). Click the platform's tile (or + Connect another on its card) again and finish in one go.
• This sign-in was started in a different browser. Nothing was connected - start the connection again here and finish it in this browser. - the sign-in was begun in one browser and finished in another (for example a link copied to a phone). Start it again in the browser you will finish it in.
• This sign-in took too long or was finished in a different browser. Nothing was connected - start the connection again and finish it within 30 minutes in this browser. - the browser no longer knew about the sign-in it began: more than 30 minutes passed, its cookies were cleared, or it was finished in another browser. Start again and finish within 30 minutes in the same browser.
• … refused the connection: with the company's name first (for example TikTok refused the connection: followed by text; Meta for Facebook Pages, Instagram, Threads and WhatsApp) - the platform itself turned the sign-in down; you did not cancel. It often happens when a permission was not allowed in the platform's window. The text after the colon is the platform's own answer. If it keeps happening, contact support.
• The sign-in worked, but no eligible account was found. - the account you signed in with has nothing OmniBrand can connect. Fix it on the platform, then connect again. For Instagram and Facebook the page shows Meta signed you in, but no Instagram account was shared (or Meta signed you in, but no Facebook Page was shared) instead, with the steps and Connect again (see Instagram and Facebook). For YouTube, LinkedIn and Google Business the message names the cause: YouTube signed you in, but this Google account has no YouTube channel., LinkedIn signed you in, but you are not an admin of any LinkedIn Page. or Google signed you in, but this Google account manages no Business Profile location., each with what to do next.
• This account is not set up on this deployment yet. - OmniBrand has not switched that platform on. Contact support.
• (Platform) could not be connected just now. Try again in a few minutes; if it keeps failing, contact support. - the platform did not complete the sign-in or did not answer. Its own answer is kept in OmniBrand's records for support. Any other problem during a sign-in reads Connection failed: followed by OmniBrand's own answer; start again, and contact support if it repeats.
• Couldn't load the platform list - your connected accounts are fine; only the list of platforms you can add failed. Click Retry.
• Fewer accounts appeared than you chose - your plan's account allowance was reached, so the rest were not connected. A disconnected account does not count. See Plans and pricing.

Related

• Which accounts are supported
• Account health, reconnect, disconnect, remove
• Invite your team