How to reconnect an expired or disconnected channel

Sometimes a connected channel stops working, for example when Facebook access expires or your phone unlinks WhatsApp. While that happens, new messages, AI replies and scheduled posts for that channel are paused. This article shows how to spot it and fix it in a minute.

How you will know

A red banner at the top of your dashboard, such as Reconnect your Facebook account, with a Reconnect button.
An email and an SMS with the same message. These alerts are sent even if you turned off other notifications.
On Engage → Connections, the channel's card shows Reconnect needed instead of Connected.
On the Active Connections tab, an Action needed box lists the channel, for example “Facebook needs to be reconnected — messages & AI replies are paused.”
The Security tile at the top of Connections shows how many tokens are expiring.
The Security tile (1) sums up token health. On Active Connections (2), each Facebook or Instagram row shows a token badge (3) and a Sync button (4). If a channel needs reconnecting, an Action needed box appears above this list.

Reconnect Facebook or Instagram

Click Reconnect on the dashboard banner, or go to Engage → Connections.
On the Available Platforms tab, click Reconnect on the Facebook or Instagram card.
A healthy card shows Connected (1) and Manage (2). When access expires, the badge changes to Reconnect needed and the button changes to Reconnect.
Log in on Facebook or Instagram and allow access again. For Facebook, select the same Pages as before.
When you are back in EcomUp and see the success screen, click Continue to Dashboard.
Check that the card shows Connected again. The banner goes away by itself.

Your old conversations stay. Reconnecting keeps the same Page, so all existing chats remain attached.

Reconnect personal WhatsApp (QR)

Go to Engage → Connections.
On the WhatsApp Personal card, click Manage (or Connect).
Click Connect WhatsApp and scan the new QR code from WhatsApp on your phone: Settings → Linked devices → Link a device.

WhatsApp Business (official API)

If your WhatsApp Business number was set up by the EcomUp team, you don't need to do anything. The Action needed box will say “Our team has been notified and will fix it shortly.” If it stays like this for a long time, contact support.

WooCommerce

WooCommerce keys don't expire. If you deleted or changed the API key in WooCommerce, open the WooCommerce card, click Manage, then click Update Credentials and paste the new keys.

Tips

Facebook and Instagram access lasts about 60 days. EcomUp renews it automatically before then, so you usually never need to reconnect.
On the Active Connections tab, Facebook and Instagram rows show a token badge, such as Token: 45d left or Token expired. Click Sync on that row to renew it right away.
Changing your Facebook password, removing EcomUp from your Facebook or Instagram settings, or losing admin rights on the Page can stop the connection. Reconnect after any of these.

Troubleshooting

“Failed to refresh token”

The Sync button could not renew access, usually because it has already expired. Use Reconnect on the card instead.

The banner is still there after I reconnected

Refresh the page. If the card shows Connected but the banner stays, close the banner. A new alert is only sent if the connection fails again.

“Invalid or expired state token”

The login window was open too long. Click Reconnect again and finish without a long pause.

The Reconnect button is greyed out

Your team role cannot manage connections. Ask the account owner or an admin to reconnect.