What does this mean?
When you see the amber warning banner that says "We lost connection with your creator account", it means Substy can no longer communicate with your creator's platform account (OnlyFans, Fanvue, or Uncove).
While disconnected, Substy cannot send or receive messages, run AI chatting or automations, sync fan data or statistics, or send PPVs or scheduled content.
Why does this happen?
Session expired — The platform session token has expired or been invalidated.
Password or 2FA change — If the creator changed their password or 2FA settings, all existing sessions are revoked.
Manual logout — The creator (or someone with access) logged out of the platform.
Platform maintenance — The platform itself may reset sessions during maintenance or security updates.
Browser extension conflict — Logging into the same account in a browser may rotate the session Substy was using.
How to reconnect
1. Click the reconnect link — In the warning banner, click "Click here to reconnect". This will take you to the creator credentials page.
2. Re-enter the creator's credentials — Follow the on-screen instructions to provide the creator's updated login credentials.
3. Complete any verification — If the platform requires 2FA or an email/SMS code, complete that step as prompted.
4. Verify the connection — Once reconnected, the warning banner will disappear and all features will resume automatically.
Alternatively, reconnect from Creator Settings
1. Go to Settings → Creator Management.
2. Find the disconnected creator in the list — they will have a warning indicator.
3. Click on the creator to open their settings and follow the prompts to re-enter credentials and reconnect.
Tips to avoid frequent disconnections
Avoid logging into the same creator account in a browser while it is connected to Substy.
Notify your team before changing passwords or 2FA on any creator account.
Enable notifications so you are alerted immediately if a creator disconnects.