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

# Disconnected channel

> What the disconnected channel notice means, why it happens and how to reconnect.

## What it is for

To explain the disconnected channel notice and what to do to start receiving messages again.

## Who can do it

Owner and Admin can reconnect. Other roles see the notice "ask an administrator to reconnect it in Settings › Channels".

## Where to click

* In the conversation, the banner above the reply field: "(channel) disconnected · new messages won't arrive until you reconnect." The history stays visible and sending is unavailable.
* In **Settings › Channels**, the **Disconnected** status and the **Reconnect** button.

## Why it goes down

The system shows these reasons:

* WhatsApp: the connection dropped. The system suggests restarting and, if it does not come back, checking the linked devices in WhatsApp on the phone.
* Instagram: Meta asked for a new login ("Login again"), the messaging permission is missing, or the account was blocked or suspended.
* Google: Google removed access to the profile. Only the agency can renew it.
* Someone clicked **Disconnect**.

## Step by step

**1. Restart before disconnecting (WhatsApp)**

On the channel, click **Manage** and then **Restart**. "Restarting the connection…" appears. It does not work on an Official inbox.

**2. Reconnect**

If it does not come back, click **Reconnect** (on the conversation banner or on the Channels screen). On WhatsApp by QR, the button may appear as **Reconnect (QR code)**: scan the code as in [How to connect WhatsApp by QR code](https://docs.stchat.app/en/subcontas/conectar-whatsapp-por-qr.md). On an Official inbox, **Reconnect through Meta**. On Instagram and Google, the button takes you to the provider's login.

**3. Check the status**

The status changes to **Connected**.

## Connected (channel) or Connected (inbox)?

It is the same idea in two places. On the Channels screen, the channel status appears as **Connected** / **Disconnected**. On the panel and in the table of WhatsApp inboxes, the status also appears as **Connected** / **Disconnected**, because it refers to the inbox (in Portuguese the two screens use different word endings, "Conectado" and "Conectada"). In both cases, the channel is receiving messages. There are also **Connecting**, **Checking** and **No information**, when the system does not know yet.

## What happens next

While the channel is disconnected, new messages do not arrive, but existing conversations continue. On a WhatsApp inbox, the panel's **History** tab shows the events (**Connected**, **Disconnected**, team joining and leaving).

## Common errors

* "We cannot reach this number right now. New messages may be delayed."
* "This number is disconnected. Reconnect to receive messages again."
* "Failed to restart." / "Failed to disconnect."
* "This channel's module is off for the organization": the button stays blocked until the agency turns the module on.
* "You cannot reconnect in the demo." 

## Next step

* [The Channels screen](https://docs.stchat.app/en/subcontas/tela-de-canais.md)
* [How to connect WhatsApp by QR code](https://docs.stchat.app/en/subcontas/conectar-whatsapp-por-qr.md)
* [Official WhatsApp](https://docs.stchat.app/en/subcontas/whatsapp-oficial.md)
* [How to connect Instagram](https://docs.stchat.app/en/subcontas/conectar-instagram.md)


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