Error: "We've lost access to your account"

If you see an error message about a lost connection, it means CommentGuard has a permission error from Meta's API. This commonly occurs when security tokens expire or permissions change.

Find out which page is affected

The warning at the top of your dashboard can be caused by any of your connected pages, not just the one you're working on. To see which page needs attention:

1. Go to Menu > Pages.
2. Look for pages with an "Action needed" label.
3. Hover over the "Action needed" label with your mouse. A tooltip shows the exact error from Meta's API.

The error tells you what to fix. For example, if it says the user doesn't have sufficient administrative permission, see Error: "not sufficient permission for this action on this page?".

Reconnecting again won't remove the warning if the Facebook profile you connect doesn't have full access to the affected page. If you're not sure what the error means, send us a screenshot of your Menu > Pages and the exact error from the tooltip.

To resolve this, try the following steps:

1. Verify admin permissions: Make sure your Facebook profile has full admin access to all the pages you want to manage.
2. Enable two-factor authentication (2FA): Activate 2FA on your Facebook profile, as some pages may require it.
3. Refresh your access token: You can refresh your access token to re-establish the connection.
4. Reset your connection: As a last resort, you can reset the connection. This involves removing your pages from CommentGuard, deleting the business integration from Facebook, and then re-adding the pages.

What happens to comments while the connection is lost?

While CommentGuard has lost access, we can't process incoming comments. Once you reconnect, moderation resumes for all new comments, but comments posted during the disconnected period aren't processed retroactively. We recommend checking your most active posts and ads on Facebook or Instagram for comments from that period.