My connection expired or shows as disconnected
Updated 2026-10-12
In CustomIQ an expired connection is reconnected from Connections: open the platform's card, press connect again and sign in with the same account to renew the permissions. You can also use the "Connect an account" card in the IQ chat launcher, which opens the same dialog. Until you reconnect, posts and deployments on that channel stay blocked.
Video tutorial
What does it mean that a connection expired?
That the platform (Meta, Google, TikTok, LinkedIn or your email provider) no longer accepts the permission it gave CustomIQ. Until you renew it, that channel cannot publish or deploy campaigns.
What do I do from the dashboard?
Open Connections, find the platform's card and connect again with the same account. Accept every permission the platform asks for; the card will show the connection as active.
How do I do it in the chat?
In the IQ chat launcher press "Connect an account": it opens the same connections dialog and you can reconnect without leaving the chat.
What do I need first?
Access to the platform's original account. If you connect a different account, earlier campaigns will not move to it.
What does it cost?
Reconnecting does not spend credits.
Steps
- Open Connections. Go to Connections and find the card of the platform that shows as expired or disconnected.
- Connect again. Press connect on that card and sign in with the same account as before.
- Accept all permissions. Do not remove permissions on the platform's screen; if any are missing, the connection fails again.
- Check the status. The card shows the connection as active; repeat the action that had failed.
Frequently asked questions
- Why does a connection expire?
- Platforms renew their permissions periodically or when you change your password; then CustomIQ must be authorized again.
- Do I lose my campaigns when reconnecting?
- No. Campaigns and content stay in CustomIQ; only the permission to publish and read data is renewed.
- Can I reconnect from the IQ chat?
- Yes, with the launcher's "Connect an account" card, which opens the connections dialog.
Related
- Connect Meta Ads (Facebook and Instagram) to CustomIQHow to connect your Meta ad account (Facebook and Instagram) from Connections or from the chat, and what you need.
- Instagram does not publish or asks for permissionsWhat to do in CustomIQ when an Instagram post fails because of permissions and how to grant access again.
- I cannot see my campaign in CampaignsWhat to check in CustomIQ when a campaign created in the chat does not appear or does not move forward on the Campaigns page.