---
title: "Spot and fix a disconnected channel"
description: "Recognise a channel that stopped receiving from the badge in the channel list, ask the third party directly with the check button, then reconnect its own way."
updated: "2026-08-28"
audience: [administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/kenh/suc-khoe-ket-noi"
---

A broken channel looks exactly like a quiet week. This page shows where the
console says otherwise, and how to ask the third party instead of guessing.

## Goal [#goal]

Know which channel has stopped receiving messages, and put it back into a state
where messages arrive again.

## Before you begin [#before-you-begin]

* Channel write access, without which reconnecting is impossible; check [Roles and per-feature permissions](/en/khai-niem/vai-tro-va-quyen).
* For Facebook, the account that administers the Page, because reconnecting is theirs to press.
* For Zalo, a way to obtain a fresh refresh token, or a line to the OA administrator.
* For Telegram, knowledge of whether the server's current public address is right.

## Steps [#steps]

1. Press **Channels** in the left column and read the list from the top.
2. A row carrying the red **Needs reconnecting** badge is a Facebook channel whose
   credentials Facebook has stopped accepting.
3. Press the gear at the end of that row to open the channel.

   ![A channel detail screen: the Back to Channels button, the channel name, and the tab strip along the top of the content card](https://helpdesk-docs.svr1.feedapp.click/images/docs/kenh/suc-khoe-ket-noi/03-tab-cau-hinh-kenh.en.webp)

   *Each channel type owns one configuration tab; pictured here on the demo website widget channel.*
4. Facebook channel: open the **Messenger Configuration** tab and press **Check
   connection**. The answer comes from Facebook, not from our stored rows.
5. Both **Page token accepted by Facebook** and **Page subscribed to this server**
   have to read **Yes**.
6. If either reads **No**, press **Reconnect with Facebook**, and leave this Page
   ticked on Facebook's screen.
7. Zalo channel: open the **Zalo OA Configuration** tab and read the badge under
   **Access token**, along with the error line beneath it if there is one.
8. Telegram channel: open the **Telegram Configuration** tab. A **Failed** badge
   calls for **Register webhook again**, once the server address is correct.
9. Return to the **Channels** list and confirm the red badge has gone from the row
   you worked on.

> **Note:** The red badge appears only after **two** consecutive sends fail for
> authorisation reasons, not on the first. Facebook also returns transient
> errors, and a warning that cries wolf gets ignored even when it is right. The
> notification goes to administrators, because only they can reconnect. One
> successful send, one reconnection, or one passing **Check connection** clears
> the flag.

## Verify [#verify]

The row in the **Channels** list no longer carries the red **Needs
reconnecting** badge. For Facebook, press **Check connection** again and read
**Yes** on both lines.

Send that channel a message from the customer's own app. It has to reach the
**Conversations** queue, and a reply written in the console has to arrive.

## Troubleshooting [#troubleshooting]

| Symptom                                                               | Cause                                                               | What to do                                                                            |
| --------------------------------------------------------------------- | ------------------------------------------------------------------- | ------------------------------------------------------------------------------------- |
| **Check connection** answers **Yes** and **Yes**, yet nothing arrives | The app's webhook address is stale, or its webhook fields are off   | That belongs to the deployer; the console cannot fix it                               |
| Reconnecting reports the Page was not part of that connection         | The Page was unticked on Facebook's screen                          | Reconnect and tick that Page; the list you confirm replaces the previous one          |
| The Zalo badge reads **Expiring soon**                                | The access token is nearing its 25-hour mark                        | Not a fault; renewal happens before it expires                                        |
| The Zalo badge reads **Not connected** after a long break             | The refresh token passed three months and died                      | Authorise the OA again — see [Connect a Zalo Official Account](/en/kenh/ket-noi-zalo) |
| The Telegram badge reads **Failed** right after a server move         | The public address changed while the webhook points at the old one  | Correct the address, then press **Register webhook again**                            |
| A website widget channel shows no status badge at all                 | The widget holds no third-party token, so there is nothing to break | Check the channel's list of embeddable domains                                        |
| No notification arrived although a channel is broken                  | Your account does not carry the administrator role                  | Channel disconnection notices go to administrators only                               |

## Next steps [#next-steps]

* [Connect a Facebook Page](/en/kenh/ket-noi-facebook)
* [Connect a Zalo Official Account](/en/kenh/ket-noi-zalo)
* [Connect a Telegram bot](/en/kenh/ket-noi-telegram)
* [Supported channels](/en/kenh)