# Fixing a broken connection

> Expired tokens, reconnecting, and the "already connected to another project" message.

_Source: https://hexafloww.com/docs/connect-accounts/fixing-a-connection_

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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.

> [!TIP]
> 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.

> [!TIP]
> **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.