Understanding Meta’s Token Update Mechanism and Reconnection Requirements
From time to time, you may encounter an error when trying to respond to Instagram or Facebook DMs or comments that says: "Please reconnect your Facebook or Instagram integration." You might also notice cases where no new DMs or comments are being delivered to your Omnichannel Inbox.
Meta has a token update mechanism in place, which may require users to reconnect their accounts under certain conditions. This typically occurs in the following three scenarios:
1. Changes in Settings or Credentials
Reconnection is required when there are any changes to your account settings or credentials. This includes:
Changes to the Instagram or Facebook Page password
Changes to the Facebook Page admin's password
Modifications to settings within the Instagram app or the Facebook Page
2. Addition of New Users to the Page
If a new admin or employee is added to your Facebook Page, this may trigger a token update. While this case is less common, Meta identifies it as a part of their security protocol. If it occurs, reconnection may be required to ensure continued access and functionality.
3. Automatic Token Updates
As part of Meta's ongoing security measures, tokens may be automatically updated every 3, 6, or 12 months. The frequency depends on Meta’s assessment of the account’s activity and risk level. When this automatic update occurs, a reconnection will also be necessary.
If you encounter this issue, you can follow the steps in the following FAQs to reconnect your integration:
In Summary:
Cases 1 and 3 always require reconnection due to changes in credentials or automatic token expiration.
Case 2 may require reconnection, depending on how Meta handles the addition of new users.
Staying aware of these scenarios can help ensure uninterrupted access and prevent unexpected service disruptions.