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I can't connect or a platform disconnected

Updated 2026-08-05

In two lines: it's almost always one of these: access expired and you need to reconnect, new permissions are missing, you connected with a user without access, or the connection is managed by your workspace. Check the one that applies.

The integration stopped bringing in data or says the token expired

Access expires every so often for security. When it does, the platform stops syncing until you reconnect it. In Settings > Integrations, use Reconnect on that platform and reauthorize.

"Pending permissions" appears

The connection is alive but missing a permission the platform started to require. Use Update permissions on the card and authorize what's missing. Detail in Reauthorize an integration when it asks for permissions again and What permissions each platform requests.

I connected but my accounts don't appear

It's usually because you signed in with a user who doesn't manage those accounts on the platform. Disconnect and go back to Connect with the correct user (the one who manages the MCC or the Business Manager). See Connect an account that manages several brands.

Before disconnecting Meta, Google Ads, TikTok Ads or LinkedIn, keep in mind that the CRM lead sources running on that connection are paused automatically — including those of child Accounts that inherit it. The dialog lists them before you confirm and nothing is lost, but reconnecting doesn't reactivate them: afterwards, open each one in CRM > Settings > Lead sources with Configure source and use Reactivate. See Lead sources: mapping, webhook and historical-lead backfill (without duplicates).

I connected the platform but my account is still empty

Connecting isn't enough: you also have to assign the data source to that Account. See Assign the data sources for each account.

TikTok is connected but its direct messages don't arrive

TikTok only allows reading direct messages on Business accounts. If the connected profile is a personal account, its messages can't be synced no matter how well the connection is working — its comments do keep arriving normally. The connected TikTok card in Settings > Data Sources shows the notice when this is the case. The fix is on TikTok's side: in the TikTok app, go to Settings and privacy → Account → Switch to Business Account. You don't have to reconnect anything in MB Suite: the messages start syncing on their own from the next sync. See Connect an account that manages several brands (MCC or Business Manager).

I can't touch the connection: the workspace manages it

If the integration was connected by your agency at the workspace level and it expired, the reconnection is done by a workspace administrator, not the Account. Ask whoever manages the workspace to reconnect it.

The use of the integrations and the handling of the data you connect are governed by the Terms and Conditions, which always hold the current version.

Still have questions?

Ask MIA, the MB Suite AI assistant: open it with the MB AI button (⌘J) in the top bar. MIA knows the section you're in, so you can ask it about what you see on screen — and it can also answer how-to questions about using MB Suite.