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Reconnect an account for Inbox

Restore Inbox eligibility by reconnecting the affected social account and confirming its current platform permissions.

Reconnect the specific social account when Inbox marks it inactive, expiring or unavailable. Reconnection refreshes the platform authorisation used by Sequence.

Reconnect the account

  1. 01
    Open the affected brand, then in the sidebar open Brand and select Channels.
  2. 02
    Find the social account that needs attention.
  3. 03
    Select its reconnect action and sign in to the correct platform identity.
  4. 04
    Approve the requested permissions and return to Sequence.
  5. 05
    Confirm the account shows as connected, then reopen Inbox.

1. Open Connected Channels

Connected Channels page showing the brand's active social profiles

2. Open the affected account settings

Instagram connected account controls including refresh and remove

3. Review permissions while reconnecting

Connect Instagram dialog describing the access Sequence requests

4. Confirm Inbox data returns

Inbox Comments view showing loaded social conversations

Confirm the right identity

If you manage several profiles, check the handle and brand before authorising. Reconnecting the wrong identity can leave the intended account unavailable. Your platform role must grant the conversation access required for that account.

Check Inbox after reconnecting

Clear account and platform filters, then select the reconnected account. Allow current conversations to load. A restored publishing connection does not guarantee that the platform exposes Inbox conversations, so compare the account with Understand supported Inbox conversations.

If the account remains missing, record the brand, platform, handle, reconnect time and visible status before contacting support.

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