Reconnecting a disconnected account in Respond 2.0

Written By Umar Khan

Last updated About 11 hours ago

Sometimes an account in Respond 2.0 shows as disconnected. When that happens, new messages and comments may stop appearing until you reconnect it.

Why does an account get disconnected?

Common reasons:

  • You changed your Facebook, Instagram, or Google password.

  • You removed SocialBu’s permission from that account.

  • The connection expired (some connections need to be refreshed from time to time).

How do I know if an account is disconnected?

  • You might see a yellow banner at the top saying something like: “Some of your team accounts are disconnected.”

  • Or in inbox settings (gear icon), that account may be marked as disconnected.

How do I reconnect it?

  1. Click the gear icon in the top right of the inbox (or use the link in the yellow banner if you see one).

  2. Find the account that is disconnected.

  3. Click Connect Account or Reconnect (or similar). This only works if you have added that account to the team.

  4. You’ll be taken to a page to log in again or re-authorize SocialBu for that account.

  5. Complete the login or permission steps.

  6. When you come back to SocialBu, the account should show as connected again.

What happens after I reconnect?

  • New messages, comments, and reviews will start syncing again.

  • You can reply from Respond 2.0 as usual.

  • Old conversations that were already in the inbox will still be there.

If you’ve followed these steps and the account still won’t connect, contact support and tell them which account (e.g. “Facebook Page: [name]”) and what you see on screen. They can help you fix it.