Fixing a broken connection
Expired tokens, reconnecting, and the "already connected to another project" message.
Connections occasionally need attention — usually because an access token from Meta, Google, or LinkedIn expired, or someone changed permissions on the provider's side. Here is what each state means and how to clear it.
Where to fix a connection
Every channel is fixed on its own connect page, under Connect Accounts in the sidebar. Each page lists its connected accounts with the actions below. You need the Admin or Manager role.
The actions on each account
- Refresh Connection — asks the provider for a fresh token using the credentials HexaFloww already holds. Try this first; it fixes most warnings without any sign-in.
- Disconnect — stops HexaFloww using the account but keeps all its history (conversations, comments, leads, campaigns). Reconnecting the same account later re-links that history automatically.
- Remove — clears the account entry entirely. Use this only when you never intend to reconnect it.
A disconnect → reconnect cycle is safe. Nothing is deleted, and past data reattaches when you reconnect the same Page, number, or account.
Common situations
"Connection lost" or a token-expiry warning
HexaFloww refreshes tokens in the background and emails you when one needs manual attention. Open the channel's connect page and click Refresh Connection. If the warning stays, click Disconnect and connect again from scratch.
"Already connected to a different project"
A Facebook Page, WhatsApp number, Instagram account, or TikTok account can only be active in one project at a time. When you try to connect one that's live elsewhere, HexaFloww offers a shortcut: it sends a one-time confirmation code to your email. Enter the code to move the account to the current project. The other project keeps its past conversations; it just stops receiving new activity for that account.
Messages or comments stopped coming in
This is almost always a permission that was turned off during the provider's sign-in screen, or revoked later in the provider's settings. Disconnect, reconnect, and leave every requested permission enabled.
Google Business or LinkedIn keeps flipping to "Disconnected"
Google and LinkedIn have low API rate limits, and a brief limit or outage can look like a lost connection. If Refresh Connection brings it back and it only happens occasionally, no action is needed. If it's constant, reconnect once with a fresh sign-in.
"Cookie length will exceed browser maximum" during a picker
This can appear when a business has several Pages or locations to pick from. Refresh the page and start the connection again — the selection is stored safely once you re-run it.
Still stuck? Note the exact wording of the message and which channel it's on, then contact support. Include whether Refresh Connection and a full reconnect were already tried.