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If a channel shows as disconnected (or needs reconnect), Cura can’t send or receive messages there until it’s reconnected — so customers on that channel won’t get answered. The cause is almost always an expired or revoked credential. The good news: most cases clear with a single Reconnect. Work through the steps below, and use the Full reset at the end only if reconnecting keeps failing.

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Before you begin

  • Go to Integrations → Channels and find the channel marked as disconnected.
  • Have admin access to that channel’s platform ready (the LINE Developers Console, or the Meta/Facebook account that administers the Page) in case you need fresh credentials.

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What causes a channel to disconnect

Understanding the cause helps you pick the right fix. These are the real reasons a Cura channel drops:
  • Meta token expiry (Instagram, WhatsApp). Meta access tokens last about 60 days. Cura automatically refreshes them, but only within a 10-day window before they lapse. If Meta won’t extend the token (for example, it needs a fresh login), the inbox flips to needs reconnect.
  • Messenger token revoked at send time. Messenger Page tokens aren’t refreshed on a schedule. Instead, if the token has been invalidated, Cura discovers it the next time it tries to send a reply (a Meta auth error) and flags the inbox then.
  • The customer changed their Facebook password or removed the app. Either action invalidates Cura’s Meta token immediately, so Messenger / Instagram / WhatsApp stop working until you re-authorize.
  • A bad LINE or Telegram credential. LINE and Telegram have no token refresh — a wrong or revoked Channel access token (LINE) or bot token (Telegram) is only discovered when Cura tries to send or fetch, not before.
Because Messenger, LINE, and Telegram issues surface at send time, a channel can look fine until the moment your AI or a staff member tries to reply. That’s expected — reconnecting fixes it.

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Reconnect a channel

Most disconnections clear here. Reconnect refreshes the credentials on the inbox you already have — don’t use Add Channel, which tries to create a second one.
1

Open the disconnected inbox

Go to Integrations → Channels and open the channel marked as disconnected.
2

Click Reconnect

Use the inbox’s Reconnect button. For Meta channels this re-runs the Facebook login — sign in with an account that still has admin rights on the Page / WhatsApp account.
3

Re-check the credential for LINE / Telegram

  • LINE: re-issue the Channel access token and re-copy the Channel secret in the LINE Developers Console, then paste them back into Cura. Watch for trailing spaces. See Connect LINE OA.
  • Telegram: confirm the bot token from BotFather is correct and not in use by another server, then re-run the connect step.
4

Confirm it's connected

The channel should now show as connected.
If the channel reconnects and a test message flows through, you’re done. If it disconnects again, do the Full reset below.

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Check the webhook (LINE and Telegram)

If a LINE or Telegram channel connects but never receives messages, the credential is fine — the webhook is the problem.
  • LINE: In the LINE Developers Console → Messaging API, confirm Cura’s Webhook URL is still pasted in, click Verify, and make sure Use webhook is turned ON. Cura can’t set this for you. Also turn off LINE’s Auto-reply and Greeting messages so they don’t interfere.
  • Telegram: Re-run the connect / re-register step so Cura re-registers the webhook. Telegram allows one webhook per bot, so make sure no other server is using the same bot token.

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Full reset (for stubborn cases)

If reconnecting keeps failing on a Meta channel, the old authorization is likely stuck on Facebook’s side. Remove Cura from the platform, then connect fresh.
1

Remove Cura on the platform side

  • Messenger / WhatsApp: In Meta Business Suite / Business Settings → Business Integrations (or your personal Facebook Settings → Business Integrations), find Cura and remove it.
  • Instagram: In the Instagram app, Settings → Apps and websites (connected tools), remove Cura.
2

Confirm you still have admin rights

In Meta Business Suite → Settings → People, confirm the account you’ll reconnect with still has full / admin control of the Page or WhatsApp account. Lost admin rights are the most common reason a reconnect won’t stick.
3

Reconnect from Cura

Back in Integrations → Channels, open the inbox and Reconnect. Log in with the admin account and leave every requested permission toggled ON.
A fresh authorization replaces the stuck one, and the channel should now stay connected.
While a channel is disconnected, you can’t take over its conversations — Cura shows “Cannot take over — channel is disconnected” because there’s no live connection to send your reply through. Reconnect the channel first, then take over.
Treat access tokens and secrets like passwords. Anyone who has them can message your customers as your business — only ever paste them into Cura.
A reconnected channel resumes normal sending, but any messages that failed while it was down won’t resend themselves. Check those conversations and resend if needed — see A customer didn’t receive my message.