An account says Disconnected, Revoked or Not receiving

What you see

• On Accounts (/app/channels) the account's badge says Disconnected or Revoked, or shows "expires in ..." / Expiring.
• The account shows Not receiving with "We could not collect new messages from this account. Nothing is arriving here until it is fixed. The platform said: ...".
• A WhatsApp or Facebook account shows "Inbox webhooks not subscribed - reconnect".
• The Inbox shows a banner "... is disconnected. Nothing new arrives from it until it is reconnected." with a Reconnect button.
• Scheduled posts for that account fail, and you may get a Social account needs reconnecting notification (category Failures & expiring tokens) that names the account and says why, for example "because the password was changed or reset".

Why it happens

• The password of the platform login that connected the account was changed.
• Someone removed OmniBrand's access in the platform's own settings, or a page or account changed owners.
• The platform's permission reached its end date (some platforms make you sign in again every few weeks or months).
• The person who connected the account lost their admin role on the page or business account.

How to fix it

1. Open Accounts (/app/channels). Only an owner or admin can reconnect a shared account; an agent can reconnect their own mailbox.
2. Read the reason on the account card (the text after "The platform said:"), and fix it at the platform first if it names something you must change there.
3. Click Reconnect on the account and sign in again with an account that still manages it. Reconnect restores that same account: a Microsoft 365 shared mailbox comes back as the shared mailbox, an Instagram account opens the sign-in it was connected with, and an IMAP mailbox opens New app password under its Settings.
4. Facebook, Instagram, Threads and WhatsApp: when Meta's window opens choose Edit settings and tick every page, account and number you want. Meta otherwise re-uses your previous choice, and anything not ticked stays disconnected. For WhatsApp: "When Meta's window opens, choose Edit settings and opt in to all WhatsApp accounts so this number is included."
5. Check the badge now says Healthy. Send yourself a test message if it is an inbox account.

What happens next

Messages that customers send after the account is healthy again arrive in the Inbox. Posts marked Failed while it was down do not publish by themselves; see A post failed to publish.

Good to know

• A Microsoft 365 mailbox renews its own sign-in; see Microsoft 365 mailbox asks to reconnect for its specific reasons.
• A password or app-password mailbox that stops receiving usually needs its new password: click Reconnect (or Settings) on the account, type it under New app password, then Check and save.
• "The platform did not grant these scopes..." (a badge like "2 feature(s) not permitted") means the sign-in worked but some permissions were not given. Reconnect and accept all the permissions asked for.

Related

• Account health
• WhatsApp messages are not arriving