> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cura.so/llms.txt
> Use this file to discover all available pages before exploring further.

# A channel shows as disconnected

> If a channel shows as disconnected, Cura can't send or receive messages there until it's reconnected. Most cases clear with a Reconnect; stubborn ones need a full reset.

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.

## 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.

***

## 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.

<Note>
  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.
</Note>

***

## 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.

<Steps>
  <Step title="Open the disconnected inbox">
    Go to **Integrations → Channels** and open the channel marked as disconnected.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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](/setting-up-cura/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.
  </Step>

  <Step title="Confirm it's connected">
    The channel should now show as **connected**.

    <Check>If the channel reconnects and a test message flows through, you're done. If it disconnects again, do the Full reset below.</Check>
  </Step>
</Steps>

***

## 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.

***

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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**.

    <Check>A fresh authorization replaces the stuck one, and the channel should now stay connected.</Check>
  </Step>
</Steps>

<Note>
  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.
</Note>

<Warning>
  Treat access tokens and secrets like passwords. Anyone who has them can message your customers as your business — only ever paste them into Cura.
</Warning>

<Tip>
  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](/faqs/message-not-received).
</Tip>

***

### Related articles

* [I can't connect a channel](/faqs/cant-connect-a-channel)
* [This channel is already connected](/faqs/channel-already-connected)
* [Connect LINE OA](/setting-up-cura/connect-line-oa)
* [A customer didn't receive my message](/faqs/message-not-received)
* [My AI isn't replying — what do I check?](/faqs/ai-not-replying)