Account health, reconnect, disconnect, remove
What Publishing: OK, Connection: OK, Expiring, Sign-in expired, Disconnected, Messages: Not arriving and missing permissions mean, and what to click.
Every account row says what its sign-in lets it do: Publishing: OK, or Connection: OK on an account that only receives messages (WhatsApp, website chat, email). The other states read the same way, for example Publishing: Sign-in expired. Accounts in any state other than OK count under Needs attention at the top of the page. An account on a platform OmniBrand no longer offers stays listed under its platform with its badge, Disconnect and Remove; it cannot be reconnected, so Reconnect is not shown for it.
The badges
- Publishing: OK or Connection: OK - publishing and the inbox work.
- Expiring - the platform's permission runs out soon (within a day, or within a week when the platform gives no way to renew it); a countdown such as "expires in 3 hours" shows when, on phones too. OmniBrand renews access by itself wherever the platform allows it; if it cannot, click Reconnect on the row (owners and admins see it on an Expiring account too) before it runs out.
- Sign-in expired - the platform no longer accepts OmniBrand's sign-in and it could not be renewed: it ran out, the password was changed, a permission or the app was removed on the platform, or the saved sign-in is missing. You get an email and a bell notice. Messages and comments keep arriving in the inbox, but publishing and replies wait: click Reconnect. Posts scheduled for it cannot go out until you do.
- Disconnected - you clicked Disconnect (or the platform told OmniBrand the app was removed). Nothing is published or received. Click Reconnect to bring it back with its history, or Remove if you no longer want it.
- Unknown - OmniBrand has not checked this account yet.
Other warnings on a row
- Messages: Not arriving - OmniBrand could not collect new messages. The line below reads We could not collect new messages from this account. Nothing is arriving here until it is fixed. followed by what happened and what to do, for example The mail server refused the password. Most providers need an app password and IMAP switched on. Click Settings on this row and enter a new password. or The platform no longer accepts this sign-in. Click Reconnect to sign in again. Click Details under it to see the platform's or server's own message (useful when you contact support). When the cause is final (for example a refused sign-in), the bell also says the account has stopped receiving, with what to do in your language (the platform's own message stays under Details here). The inbox shows a banner that links back here and highlights the row.
- Needs attention (next to Messages: Not arriving) - the platform refused the account's sign-in or access while OmniBrand was collecting messages, so the account is not healthy even if publishing still worked a moment ago. Owners and admins see Reconnect on the row; click it and sign in again. The Needs attention count at the top of the page includes these accounts.
- Messages: Not arriving with Inbox webhooks not subscribed - reconnect under the row - the platform (Facebook, Instagram or WhatsApp) is not sending new messages to OmniBrand. Click Reconnect.
- [n] features not permitted (1 feature not permitted for one) - the platform granted fewer permissions than OmniBrand needs. Under Settings, This account was granted fewer permissions than it needs lists each feature (for example Retract a post, Direct messages) with the missing permission. Click Reconnect and allow everything.
Reconnect
Reconnect runs the platform's sign-in again and revives the same account with its history; its settings stay. Owners and admins can reconnect any account; people who may answer the inbox can reconnect mailboxes. It always restores the account it is on:
- A Microsoft 365 shared mailbox: sign in with your own account that has access to it; Reconnect carries the shared address. See Microsoft 365 mailboxes.
- An Instagram account: Reconnect opens the same sign-in it was connected with (Instagram login, or Meta's window for an account connected through a Page). See Instagram.
- An IMAP mailbox: Reconnect opens its Settings at New app password, because what stops one is almost always a changed password. After Disconnect it opens the Email window at the mailbox's address instead.
Disconnect
Owners and admins. Click Disconnect → the window Disconnect [name]? says "OmniBrand stops posting to and receiving from this [platform] account and forgets its sign-in. Nothing changes on [platform] itself, and you can connect it again later." and what happens to scheduled posts (posts waiting to retry count too, and the number is read again when the window opens): "[count] scheduled posts for this account will not be published. They go back to Approved, so you can schedule them again." (or No scheduled posts are affected.). For a website chat the window says instead "The chat box on your website stops working and new messages no longer reach your inbox. You can connect it again later." Click Disconnect to confirm; you see "[name] disconnected. [count] scheduled posts went back to Approved, so you can schedule them again.", and those posts show Approved on Content as in the Calendar tray. If disconnecting fails, the reason appears in red inside the window and it stays open, so you can try again or click Cancel. The account stays on the page as Disconnected with its history, so it can be reconnected later. To also remove OmniBrand's access on the platform side, remove the app in the platform's own settings.
Remove
Owners and admins, on a Disconnected account. Click Remove → Remove [name]? → Remove (if it fails, the reason appears in red inside the window). The account disappears from the workspace, its inbox conversations are archived, and its publishing targets are deleted. Also deleted: the platform's raw copies of the messages and comments it received, a Facebook Page's Messenger marketing set-up, topics and subscribers, and a WhatsApp number's quality and limits. Inbox bots that answered only this account are switched off and show Account removed on Inbox bots. Archived conversations with no account are deleted after 30 days without activity. Nothing changes on the platform itself, and you can connect the account again later.
Notifications
The bell of the workspace's Owners and Admins (the people who can reconnect it) tells them when an account needs reconnecting (access expired and could not be renewed), has stopped receiving, or was disconnected. The Social account needs reconnecting notification names the account and says why, for example "because the password was changed or reset" for a Microsoft 365 mailbox, and ends with Open Accounts and press Reconnect on it. The same events can be sent to your own systems; see Integrations: outbound webhooks.