troubleshooting · how to

Account connection expired

Diagnose and recover when account connection expired needs attention.

Use this guide when a connected social profile stops working and publishing or scheduling fails.

Symptoms

You may see one or more of these signs:

  • Account health shows expired, disconnected, scopes missing, or reauthorization required for a profile.
  • Scheduled posts fail or publishing checks stop with a connection error tied to that account.
  • A failed job or post in Slack names the account and asks you to reconnect.
  • Create or Plan still lists the profile, but actions that need a live platform session fail.

These symptoms point to the account OAuth connection workflow, not a billing or plan limit issue.

Checks

Work through these checks before you reconnect:

  1. Open /social, choose Settings, then Connected Accounts.
  2. Confirm the active brand matches the account you are fixing. Connections are brand-scoped.
  3. Read account health for the affected row. Note the exact status and any message shown.
  4. Open the post or failed job that referenced the account and copy the error text from Slack.
  5. Sign in to the social platform directly and confirm you still manage that profile with the same permissions Slash Social needs.

If health looks fine but publishing still fails, check whether the post targets a different brand or an account that was disconnected in Slash Social but still appears on older items.

Likely causes

Common reasons account health degrades:

  • The platform session expired or the password changed on the social account.
  • Required permissions were removed on the platform side.
  • The account was deactivated in Slash Social but still appears on old posts or jobs.
  • Token refresh failed for the platform and reauthorization is required.

Fixes

  1. In Connected Accounts, select the affected profile and choose Reconnect.
  2. Complete the platform sign-in and permission screen in your browser. Finish the flow in one session.
  3. If Slack shows Reconnect on the account row or in a notification, use that action. Slash Social may refresh eligible tokens in the background after you authorize.
  4. Return to Slack and reopen Connected Accounts to confirm health shows ready under the correct brand.
  5. Retry failed jobs or scheduled posts only after health looks ready. Do not retry while the row still shows expired or disconnected.

If you manage multiple brands, reconnect under the brand that owns the account. Moving an account between brands requires brand management access.

Confirm the fix

Account health shows the profile as ready under the correct brand. New scheduling and publishing attempts no longer stop on the same connection error. Failed jobs you retry complete or move to the next expected state.

Prevent it next time

  • Reconnect promptly when account health warns before tokens fully expire.
  • After password or permission changes on the platform, open Connected Accounts and confirm health stays ready.
  • Keep one healthy profile per platform you publish to for the active brand.
  • Review Connect your first social accounts when onboarding new brands so connections start in the right scope.

Contact support

Escalate when reconnect completes on the platform but health in Slack stays expired, or publishing still fails with the same account error after health shows ready.

Send support:

  • Workspace name
  • Brand name
  • Platform and account handle
  • Account health status and message
  • Time of the reconnect attempt
  • Error text from the failed post or job

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