Reconnecting a Disconnected Account in Respond 2.0

If an account shows as disconnected in Respond 2.0, new messages, comments, mentions, or reviews may stop appearing until the account is reconnected. Reconnecting refreshes SocialBu’s access to that social account so Respond 2.0 can continue syncing supported conversations.

This guide explains why accounts disconnect, how to reconnect them, and what to check if conversations still do not appear after reconnecting.

Why accounts disconnect

Social account connections can expire or stop working for several reasons.

Common reasons include:

• The social account password was changed.
• SocialBu’s permission was removed from the native platform.
• The social platform expired the authorization token.
• The page, profile, or business account permissions changed.
• The person who connected the account lost admin access.
• The account was removed from a team in SocialBu.
• A platform security check required the account to be reauthorized.
• The connected social account was switched, renamed, or changed on the native platform.

This is normal for social media integrations because platforms require third-party tools to refresh permissions from time to time.

How to know an account is disconnected

You may notice a disconnected account in one of these ways:

• A yellow banner appears in Respond 2.0 saying that some team accounts are disconnected.
• The inbox settings show an account as disconnected.
• New conversations stop appearing for that account.
• Replies fail or do not send.
• The account is missing from Respond 2.0.
• Conversation counts stop updating.
• SocialBu asks you to reconnect the account before continuing.

If you see any of these signs, reconnect the account before troubleshooting further.

Before reconnecting

Before you reconnect, make sure:

• You are logged in to the correct SocialBu workspace.
• You have permission to manage the account in SocialBu.
• You have admin or required access on the native social platform.
• The account belongs to the correct SocialBu team.
• Pop-ups are allowed in your browser for SocialBu and the social platform login page.
• You are logged in to the correct Facebook, Instagram, LinkedIn, or other social profile in the same browser.

Using the wrong native platform login can reconnect the wrong page or account.

How to reconnect from Respond 2.0

1. Open SocialBu.
2. Go to Respond 2.0.
3. Open the affected inbox, or use the disconnected account banner if one appears.
4. Click the settings or gear icon in the top-right area of the inbox.
5. Find the disconnected account.
6. Click Connect Account, Reconnect, or the available reconnect option.
7. Follow the authorization steps from the social platform.
8. Approve all required permissions.
9. Return to SocialBu.
10. Refresh Respond 2.0 and check the inbox again.

After reconnection, the account should show as connected and supported conversations should start syncing again.

Reconnecting from the Accounts section

If you cannot reconnect from Respond 2.0, you can also check the account from SocialBu’s Accounts area.

1. Open SocialBu.
2. Go to Accounts.
3. Find the affected social account.
4. If it is disconnected, click the reconnect option.
5. Complete the native platform authorization flow.
6. Return to Respond 2.0 and refresh the inbox.

This is helpful when an account is disconnected across SocialBu, not only inside Respond 2.0.

Facebook and Instagram reconnect checks

For Facebook Pages and Instagram accounts, check the following carefully:

• You are logged in to the Facebook profile that has admin access to the Page.
• The Facebook Page is selected during authorization.
• The connected Instagram account is linked correctly to the Facebook Page when required.
• Required permissions are not skipped during authorization.
• Business Manager or Page access has not changed.
• The Page or Instagram account still belongs to the correct SocialBu team.

If you manage multiple pages, make sure you select the correct page during the reconnect flow.

LinkedIn reconnect checks

For LinkedIn organization/page activity, make sure:

• You are logged in to the LinkedIn profile with the required organization access.
• You select or authorize the correct organization/page where prompted.
• The organization/page is still connected to the correct SocialBu team.

LinkedIn personal profile messages are not currently supported in Respond 2.0.

What happens after reconnecting?

After reconnecting:

• New supported messages, comments, mentions, and reviews can start syncing again.
• Existing conversations that were already in the inbox should remain available.
• Reply actions should work again where the platform supports replies.
• Conversation counts may take a little time to update.

Some conversations may not appear immediately. Refresh Respond 2.0 after a short wait.

How to confirm reconnecting worked

After reconnecting, return to Respond 2.0 and check the affected inbox.

• Confirm the account no longer shows as disconnected.

• Open the inbox and check whether new conversations begin syncing.

• Try opening a recent conversation and confirm the thread loads correctly.

• If replies are supported, confirm the reply box is available.

• Check whether conversation statuses and counts update after refreshing.

If the account appears connected but conversations are still missing, the issue may be related to platform permissions, unsupported conversation types, or sync delay.

Why conversations may still be missing

If conversations still do not appear after reconnecting, possible reasons include:

• The account is still missing required permissions.
• The wrong page, profile, or organization was selected during reconnect.
• The platform does not support that conversation type in Respond 2.0.
• The account belongs to a different SocialBu team.
• Syncing has not completed yet.
• The conversation is not available through the platform’s API.
• The account needs to be disconnected and connected again from the Accounts section.

Current Respond 2.0 platform notes

Respond 2.0 support can vary by network and account type.

Current notes:

• TikTok and Pinterest are not supported in Respond 2.0.
• Twitter/X and Reddit support are coming soon.
• LinkedIn personal profile messages are not supported.
• LinkedIn organization/page activity may be available where supported.
• Instagram actions depend on account type and permissions.
• Instagram comment Like is not currently available in Respond 2.0.

Use the native platform for actions that are not available in Respond 2.0.

Common questions and troubleshooting

I reconnected the account, but it still shows disconnected.

Refresh the page and check again. If it still appears disconnected, reconnect from the Accounts section and make sure all permissions are approved during the native platform flow.

I do not see the account in the reconnect list.

The account may not belong to the current team, or you may not have permission to manage it. Check the SocialBu team and account access.

I connected the wrong Facebook Page or Instagram account.

Reconnect again while logged in to the correct Facebook profile, and make sure you select the correct Page or Instagram account during authorization.

The reconnect page opens but does not complete.

Allow pop-ups, disable browser extensions that may block login windows, and try again in another browser or private window.

Replies still fail after reconnecting.

The account may still be missing permissions, or the conversation type may not support replies through Respond 2.0. Try reconnecting again and approving all permissions.

New messages are delayed after reconnecting.

Some syncing delay can happen after reconnecting. Refresh Respond 2.0 after a short time. If messages are still missing, contact support.

Can reconnecting remove old conversations?

No, reconnecting should not remove conversations that were already synced into the inbox. It refreshes access so new supported conversations can continue syncing.

Who can reconnect an account?

The person reconnecting must have the required SocialBu team permissions and the required access on the native social platform.

Should I reconnect from Respond 2.0 or from Accounts?

Start from Respond 2.0 if you see the warning there. If that does not work, reconnect from the Accounts section.

Best practices

• Reconnect accounts as soon as you see a warning.
• Use the correct native platform profile when reconnecting.
• Approve all requested permissions during authorization.
• Reconnect accounts after password changes or admin access changes.
• Check team access if an account is missing from Respond 2.0.
• Keep a screenshot of any error message if reconnecting fails.

Need further assistance?

If the account still will not reconnect, contact us at support@socialbu.com.

Please include:

• Your SocialBu account email.
• Workspace or team name.
• Social platform affected.
• Account or page name.
• Screenshot of the disconnected warning or error.
• Whether you tried reconnecting from Respond 2.0 and from Accounts.
• Whether you have admin access on the native platform.