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ByHelp.brandviper.ai

From time to time, a social media account may become disconnected from BrandViper AI. This is usually straightforward to fix. This guide explains why disconnections happen, what to expect when they do, and how to reconnect your account.

Why Do Accounts Get Disconnected?

Disconnections are usually caused by something that happened on the social platform’s side, not within BrandViper AI. Common reasons include:

  • You changed your password on the social platform — this automatically invalidates the existing connection.
  • Someone removed BrandViper AI’s access from the platform’s app permissions settings.
  • The social platform updated its own security requirements, which can occasionally affect existing connections.
  • The access token expired — these are refreshed automatically, but can occasionally fail.
  • Your social media account was suspended or restricted by the platform itself.
  • Your Instagram or TikTok account was switched from a Business or Creator account back to a Personal account, which is not supported.
ℹGood to know: A disconnection is almost always something that happened on the social platform’s side. In most cases, reconnecting takes less than a minute.

What Happens When an Account Disconnects

When BrandViper AI detects that a social account has been disconnected, the following happens immediately:

  • All posts scheduled for that platform are cancelled.
  • BrandViper AI stops monitoring comments and engagement on that platform.
  • An alert appears on your dashboard notifying you of the disconnection.
⚠Important: Posts scheduled for other connected platforms are not affected — they will continue publishing as normal. Only the disconnected platform is impacted.

How to Reconnect a Disconnected Account

From the navigation menu, tap or click Social Accounts. Find the platform that has been disconnected and tap or click it to begin the reconnection process.

Social Accounts screen — Mobile App

Social Accounts screen — Mobile App

Social Accounts screen — app.brandviper.ai

Social Accounts screen — app.brandviper.ai

Step 1 — Go to Social Accounts

From the navigation menu, tap or click Social Accounts. The disconnected platform will be shown with a warning indicator.

Step 2 — Tap or click the disconnected platform

Select the platform you want to reconnect. This will start the reconnection process, which follows the same steps as connecting for the first time.

Step 3 — Log in and approve permissions

A login window will open for that platform. Enter your credentials and approve the permissions BrandViper AI requests. Make sure you are logging in with the same account that was previously connected.

Step 4 — Confirm the connection is restored

Once approved, the platform will show a Connected status. BrandViper AI will immediately resume monitoring engagement on that platform and will begin generating new posts for it.

ℹNote: Posts that were cancelled when the account disconnected are not automatically restored. Your content pipeline will generate new posts for that platform going forward.

If You Cannot Reconnect

If you attempt to reconnect and the connection fails, or if the account disconnects again shortly after reconnecting, raise a support ticket through BrandViper AI. Describe the platform affected, what you have tried, and any error message you saw during the reconnection attempt. Our team will investigate and assist you.

To raise a ticket, go to Settings → Help & Support → My Tickets and tap or click the + button. For a full walkthrough, see How to Contact Support and Raise a Ticket.

How to Prevent Future Disconnections

  • If you change your password on a social platform, return to BrandViper AI and reconnect that account straight away.
  • Do not switch a connected Instagram or TikTok account back to a Personal account — this will immediately break the connection.
  • Avoid revoking BrandViper AI’s permissions from within the social platform’s own app settings.
  • Keep your social media accounts in good standing with each platform’s own policies to avoid suspensions or restrictions.

Common Issues

I reconnected but the account disconnected again immediately

This usually means there is an ongoing issue on the platform’s side, such as a permission or account type problem. Make sure you are connecting the correct account type — for example a Business or Creator account for Instagram and TikTok. If the problem persists, submit a support ticket through BrandViper AI.

My Instagram or TikTok account will not reconnect

Check that your account is still set to Business or Creator. If it has been switched back to Personal, you will need to change it back in that platform’s settings before reconnecting in BrandViper AI.

I cannot see the disconnected account in Social Accounts

The account may have been fully removed. In this case, connect it again as if it were a new platform — tap or click the platform under the Connect More Accounts section and follow the connection steps.

My posts were cancelled when the account disconnected — can I get them back?

Cancelled posts are not automatically restored when you reconnect. Your content pipeline will generate new posts for that platform going forward. If you need specific content recreated urgently, submit a support ticket and our team can advise.

I was not notified about the disconnection

Check that notifications are enabled for BrandViper AI on your device, and check your dashboard for any alerts. If you believe you should have been notified but were not, submit a support ticket so our team can investigate.

ℹNeed help? Submit a support ticket through the built-in ticketing system inside BrandViper AI. If you are unable to access the platform, please contact your support team for assistance.
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