# Facebook Page disconnected from Mujib, and how to reconnect it

> A Facebook Page disconnected from Mujib stops agent replies on Messenger and Instagram. What each notice on the card means and how to reconnect the Page.

A Facebook Page disconnected from Mujib means Mujib can no longer reply as your Page on Messenger, or on the Instagram account linked to it, because the connection's access expired or lost permissions. The channel card on the **Channels** page shows it as **Connected — with an issue** or **Not connected**, and the fix is usually **Reconnect the Page**.

Mujib connects to your Page with access Meta grants when you sign in to Facebook, and the Instagram account runs on that same access. When the access drops, both channels stop together, and reconnecting brings both back.

## What disconnects a Facebook Page?

Usually something that happened on Facebook, not in Mujib. Meta cancels the connection's access when:

- **the password changes** on the Facebook account you connected with, or Meta cancels the access for security reasons;
- **Mujib's access is removed** in the Facebook account's settings;
- **some permissions were declined** in the Facebook window while connecting, so the connection works only in part;
- **the Page was disconnected in Mujib** with **Disconnect**, which stops Instagram too.

A broken connection can go unnoticed until the first reply fails. That is why the card has **Check the connection now**, which asks Meta right now whether the connection works.

## What does each notice on the Messenger or Instagram card mean?

Mujib writes the cause under the **Connected — with an issue** badge, with the step that fixes it. Some causes need a reconnect; others clear on their own:

| Notice | What it means | What to do |
| --- | --- | --- |
| **The connection to your Page has expired** | Meta cancelled the connection's access | **Reconnect the Page** |
| **The permissions granted are incomplete** | Not every permission was granted | Reconnect and approve every permission |
| **This customer no longer receives messages from your Page** | One customer's problem, not the connection's | Nothing |
| **Meta is temporarily limiting how many messages go out** | A temporary limit from Meta | Wait a little |
| **A temporary fault on Meta’s side** | A fault on Meta's side | Wait, and reconnect if it is still there after an hour |
| **We could not deliver the last message through Meta** | The last message could not be sent, for an unknown reason | Reconnect if it repeats, and write to us if it stays |
| A notice that no message has arrived since connecting | Messages are not reaching Mujib from Meta | **Check the connection now**, then **Reconnect the Page** |

If the cause is that 24 hours have passed since the customer's last message, the connection is fine and does not need redoing. See [24-hour window](https://docs.mujib.ai/en/troubleshooting/meta-24-hour-window/).

While the connection is down, replies in **Inbox** show **Not delivered — this message failed to send.** with **The page connection has expired — reconnect the channel from the Channels page.** and private replies to comments stop until you reconnect.

## How do I reconnect a Facebook Page?

Sign in to Facebook again and pick the same Page. Reconnecting is for the owner or a manager.

1. Open **Channels**. On the **Facebook Messenger** card press **Reconnect the Page**, or **Connect Messenger** if the card says **Not connected**.
2. Sign in to Facebook with the account that manages your business Page.
3. If **Which Page do you want to connect?** appears, choose the same Page that was connected.
4. Approve every permission the Facebook window asks for.
5. You return to the Channels page with a message confirming the connection. The card is **Connected** again, and so is the **Instagram** card if the account is linked to the Page.

The new connection keeps the channel's settings, such as **Auto-reply** and the agent chosen for it, and past conversations stay where they are.

## When do I update Meta permissions without disconnecting?

When the Page works but a new Mujib feature needs a permission your older connection never granted. **Update Meta permissions** updates the permissions without disconnecting the Page.

1. On the **Facebook Messenger** card press **Manage** if the card is folded, then **Update Meta permissions**.
2. In the Facebook window choose to edit the settings, pick the same Page, and approve the permissions.

The button is on the Facebook card only, because Instagram runs on the Page's access.

## What if reconnecting does not work?

Read the message at the top of the Channels page when you come back from Facebook, then go through these in order:

1. ****The permissions were not approved — without them we cannot read or answer the Page’s messages.**** Start again, and do not untick any permission in the Facebook window.
2. ****No Facebook Page on this account — you must administer at least one business Page.**** Sign in with another Facebook account that manages the Page.
3. ****This Page is connected to another workspace — disconnect it there first.**** Disconnect it from the other workspace first.
4. ****The connection attempt expired before it finished — start it again.**** Close the window and start again straight away.
5. **No connect button at all:** connecting channels is for the owner or a manager, and Messenger and Instagram depend on your subscription.
6. **Still stuck?** Write to [abdalrahman@mujib.ai](mailto:abdalrahman@mujib.ai) with the Page name and the notice the card shows.

If only Instagram messages are missing, see [Instagram message not showing](https://docs.mujib.ai/en/troubleshooting/instagram-message-missing/). The first-time steps are in [Connect Instagram and Messenger](https://docs.mujib.ai/en/start/connect-instagram-messenger/).

## Frequently asked questions

### Do I lose past conversations if I reconnect the Page?

No. Conversations stay in the inbox, and the new connection keeps the channel's settings, such as auto-reply and the agent chosen for it.

### Do I need to connect Instagram again after reconnecting the Page?

No. The Instagram account linked to the Page comes back with it in the same step.

### Why did the connection drop when I changed nothing in Mujib?

Because Meta cancels the access for things that happen outside Mujib, such as a password change on the Facebook account or removing Mujib's access in its settings.

### Who can reconnect the Page?

The owner or a manager. Staff see **Only the owner or a manager can connect channels. Ask them.** in place of the button.

### Do customer messages sent while the connection was down arrive?

If the channel shows **Not connected**, messages in that period are not received and do not appear after reconnecting; you find them in Messenger or Instagram themselves.

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Source: https://docs.mujib.ai/en/troubleshooting/page-connection-disabled/ · Last updated: 2026-11-04