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Connection Troubleshooting

Most connection problems come down to an expired token or a missing permission. Krafon health-checks every connection roughly hourly and auto-refreshes tokens, but sometimes a connection needs your attention. Work through the matching Problem/Solution below.

Start here

Open Connect Accounts (/<workspace>/accounts) and check each account's health status. A red or "expired" status points you straight to the issue.

Connection problems​

Problem: An account shows "expired / needs reconnect." Solution: The token couldn't be auto-refreshed. Go to Connect Accounts, find the account, and click Reconnect. Sign in again and grant permissions to restore the connection.

Problem: Some features (publishing, analytics, or inbox) stopped working even though the account looks connected. Solution: A required permission may not have been granted. Re-run the OAuth flow from Connect Accounts and accept all requested scopes on the platform's consent screen. Declining any scope can disable part of the integration.

Problem: Instagram says the account is "not eligible." Solution: Instagram requires a professional account (Business or Creator) that is linked to a Facebook Page you manage. Switch your account to professional, link it to a Page, then connect again. See Connect Instagram.

Problem: Your Facebook Page is missing from the connect list. Solution: You must be an admin of the Page, and you must grant the Page permissions during sign-in. Confirm your admin role in Facebook, then re-run Connect Facebook and accept all scopes. See Connect Facebook.

Problem: Posts are failing to publish. Solution: Open Connect Accounts and check the connection's health. If it shows expired, reconnect. If it's healthy, retry the post. Persistent failures may indicate a revoked permission — re-run OAuth and grant all scopes.

Disconnect and reconnect​

If reconnecting alone doesn't fix it, do a full disconnect and reconnect:

  1. Go to Connect Accounts (/<workspace>/accounts).
  2. Find the account and choose Disconnect.
  3. Click Connect [Platform] to start the OAuth flow fresh.
  4. Sign in and grant all requested permissions.
  5. Confirm the account returns with a healthy status.
Before you disconnect

Disconnecting stops scheduled posts on that account until you reconnect. Reconnect promptly to avoid missed publishing slots.

When to contact support​

If you've reconnected, granted all permissions, and posts still fail — or a platform error keeps appearing — reach out to support@krafon.com with the workspace name, the affected account, and any error message you see. The team can check the connection on our side.