Troubleshooting connections

Sometimes a platform stops letting Brandwise read a page, for example after a password change, a lost admin role, or a Facebook security check. While that lasts, new comments and DMs from that page stop arriving. Here's how to spot it and fix it.

How you'll know

• In the inbox, a banner says how many pages need to be reconnected, with a Reconnect button.
• In Settings > Social Media, the page shows Reconnect needed and moves to the top of the list. A notice above the table says who needs to reconnect it, usually the person who first connected it.

Reconnect a page

1. Go to Settings > Social Media.
2. Click Reconnect on the page's row.
3. Sign in with the account that manages the page and approve access.

If several Facebook or Instagram pages need it, the notice has a button such as Reconnect all 3 Meta pages that fixes them with one sign-in.

For Facebook and Instagram, sign in with a Facebook profile that has admin access to the page. If Brandwise says the signed-in Meta user can't access a page, that profile doesn't manage it. For TikTok, log out of any other TikTok account in your browser first. For WhatsApp, Reconnect runs the WhatsApp setup again.

Influencer pages can't be reconnected from your side. Send the creator a new invite link instead. See Influencer pages and partnership ads.

Facebook security checkpoint

If the banner says Facebook is asking the connecting profile to clear its security prompts, reconnecting won't work yet. Log in to facebook.com with that profile, complete what Facebook asks, then click Reconnect again.

Last resort

If reconnecting keeps failing, click the X (Disconnect) on the page's row, then add it again with Connect a page.

Comments stopped showing up

Work through this list:

• Reconnect needed: check the status in Settings > Social Media.
• Page disconnected: make sure the page is still in Your pages.
• Filters or a saved view: clear the inbox filters or switch views. See The comments inbox.
• AI credits at zero: comments still arrive, but moderation, Smart Labels, and automatic replies pause. See How AI credits work.
• Ads you can't see: comments on ads only come in if the connecting Facebook profile can access the ad account that runs them. See Common questions about comments.

To pull in comments that were missed while a page was broken, use Comment Sync.