Short answer: Go to Learning, click the three dots on the channel that shows Inactive and choose Reconnect. Log in again and allow all permissions. You can also click Reconnect in the red banner. Only delete a channel if you really want to remove it, because that permanently deletes its comments.
How you notice a disconnected channel
Red banner: “There is an issue with your Facebook (Page name) connection. All comments using this connection cannot be managed as expected.” It has a Reconnect button.
Inactive badge: on the Learning page, the channel card shows a red Inactive instead of Active.
Email: the account owner gets an email with a link to the Learning page. It arrives right away. If the channel stays disconnected, reminders follow after about 3, 7 and 14 days.
Only the account owner sees the banner and gets the emails. You can switch the email off under Settings → Notifications with Channel disconnected.
A different banner, “Please reconnect your … to use latest features”, means the channel still works but replient.ai needs new permissions. Reconnect it the same way.
Why does a channel get disconnected?
You changed the password of the Facebook, Instagram or other account.
The platform invalidated the login for security reasons, for example because of a login from another location.
Not all permissions were granted when you connected.
You lost admin access to the page or account.
replient.ai refreshes logins automatically, so normal expiry should not cause this.
What happens while a channel is disconnected
Comments of that channel can’t be managed as expected. After you reconnect, comments and Facebook and Instagram messages that failed in the meantime are retried automatically.
⚠️ Important: Don’t wait too long. If a channel stays disconnected for about two weeks, replient.ai stops listening for new comments on Facebook, Instagram and LinkedIn. Reconnect as soon as you see the banner.
Step 1: Reconnect the channel
Open Learning. On the card with the Inactive badge (1), click the three dots (2) and choose Reconnect (3). The banner’s Reconnect button does the same.
Step 2: Log in again
You are sent to the platform to log in. What you do there depends on the channel:
Channel | What to do |
Facebook, Instagram | Log in to Facebook with the profile that manages the page. Click edit previous settings and choose All pages and future pages in every step. You need admin access to the page. |
Instagram (organic) | Log in with the same Instagram account as before. A different account is rejected with “Authenticated Instagram account does not match the connected account”. |
TikTok, LinkedIn, YouTube, Google Reviews, Google Play Store | Log in again and allow all permissions. |
Apple App Store, Ausgezeichnet.org | A dialog opens. Upload or enter your API key again. |
On the Facebook screen it looks like this: click Edit previous settings first, then select all current and future Pages.
Good to know: When you reconnect Facebook, replient.ai refreshes all Facebook and Instagram channels of your brands that this Facebook profile manages. One reconnect is enough.
Step 3: Check that it works
You land back in replient.ai. The banner disappears and the badge changes to Active. If the channel is still Inactive:
Make sure you logged in with the right profile and are admin of the page.
Repeat the reconnect and allow all pages and permissions.
If you see “Some pages could not be reconnected, please try again”, try again after a few minutes.
Still no luck? Contact us in the chat with a screenshot of the Learning page and the brand name.
Only the account owner can reconnect channels. If you are a team member, ask the owner.
How do I remove a channel?
Open Learning, click the three dots on the channel and choose Delete. Confirm the dialog with Confirm.
What happens next:
The channel disappears from your list right away.
In the background, replient.ai deletes all comments from this channel, its posts, its direct message conversations and the AI learning built from them. Your analytics change accordingly.
replient.ai stops listening for new comments on Facebook, Instagram and LinkedIn.
Nothing is deleted on the platform itself. Your posts and comments on Facebook, Instagram and so on stay as they are.
You can connect the same page again later, to this or another brand.
⚠️ Important: Deleting can’t be undone. Don’t delete a channel just to fix a connection problem. Use Reconnect instead.
Only the account owner can delete channels. To also withdraw access on the platform’s side, remove replient.ai from the connected apps in that platform’s settings.