Why accounts disconnect
Social media connections don't last forever. Instagram and Facebook connections made through Meta's API can expire or become invalid for a number of reasons:
Your Meta password changed
You revoked Clue Labs' access in your Facebook settings
Your Facebook Page permissions changed
Meta's authorisation token expired naturally
Your Instagram account type changed
When this happens, Clue Labs will no longer be able to pull new data from your account. Your historical data and campaigns are unaffected — but new post data won't come in until you reconnect.
How to reconnect
Go to Brand Connections in the left navigation.
Click Reconnect Account.
Work through the Meta permissions flow — the same process as your initial connection.
On every screen, select "Opt in to all current and future" — for Pages, Businesses, and Instagram accounts.
Complete the flow until you see the confirmation screen.
The most important thing to check
When you reconnect, make sure you select "Opt in to all current and future" on every permissions screen. Selecting "current only" on any screen is the most common reason reconnections fail or become unstable.
If your connection has dropped more than once, this is almost certainly why. See the permissions article for a full explanation of why "all current and future" is required.
If reconnecting doesn't fix the problem
Work through these checks in order:
Check your Instagram account type Your Instagram account must be a Business or Creator account. If it was switched to a Personal account at any point, the connection will fail. Go to your Instagram settings and switch back to a Professional account, then reconnect.
Check your Facebook Page link Your Instagram must be linked to a Facebook Page, and you must have admin access to that Page. If the Page link was removed or your admin access changed, reconnection won't work until it's restored.
Check your browser pop-up settings The Meta connection flow opens in a pop-up. If your browser is blocking pop-ups, the window won't open. Allow pop-ups for cluelabs.co.uk and try again.
Try a different browser If the reconnection flow isn't completing properly, try a different browser. Some browser extensions can interfere with the Meta OAuth flow.
Contact the team If you've worked through all of the above and your account still won't connect, reach out via the chat icon in the bottom right of the platform. The team can diagnose connection issues directly.
Common questions
Will I lose my data if my account disconnects? No. Your historical data, campaigns, Growth Tracking history, and Brand Settings are all preserved when your account disconnects. Only new data stops coming in. Everything resumes once you reconnect.
How do I know if my account has disconnected? Your Growth Tracking graph will stop updating with new data points. You may also see a notification in Brand Connections flagging that your connection is inactive.
My connection keeps dropping — why does this keep happening? The most common cause is having selected "current only" during a previous permissions flow. Reconnect and make sure you select "all current and future" on every screen. If it continues to drop after that, contact the team.
Can I disconnect an account intentionally? Yes — go to Brand Connections and click Disconnect Account. This removes Clue Labs' access to that account. Your data within Clue Labs is retained until you cancel your subscription.
Related articles
Why you need to select "all" when connecting your account
Connecting your Instagram account
Brand Connections
How to get help