Replacing a Lost Connection
When the platform bans, revokes or deletes the bot that serves a project, the connection recovery puts a new one in its place, keeps every member's chat and history, and tells your members by chat, by email or with a CSV.
Each connector a project runs gives it one connection on that platform: the bot your members buy through, message for support, and receive their access from. When the platform bans it, revokes its credentials or deletes it, checkout stops, the portal's start button leads nowhere, and nobody can be messaged.
The connection recovery puts a new bot in its place without losing the member chats. Every member's conversation is bound to the project's installation, not to a credential; the recovery writes the new credential into that same installation, so the moment a member opens the new bot, their history, their access and their subscription are all there.
Your places are not involved
The places members get into are administered by the connector's own installation, not by your project's bot. A banned project bot never touches who is inside them. What it does stop is selling, support and the messages that hand members their access.
Before you start
You need new credentials from the platform, the same as when you first connected the project, and the recovery page repeats the connector's own steps beside the form. On Growth, if you registered a standby ahead of time, you can skip that entirely.
Option 1: switch to your standby (Growth)
When a healthy standby is registered for the project, the recovery page opens with Your standby … is ready, naming it, and a Switch to Standby button. Press it and the standby's credentials are written into the project's installation: every member chat stays bound and follows it, the connection is registered with the platform again, and the standby slot is emptied so you can register a new one when you have a moment.
If our probe found the standby itself no longer answering, the page says so and offers the credential form instead.
With Automatic Failover switched on, you do not have to press anything: the moment the probe finds the platform refusing your connection outright, Subscriby performs this same switch by itself, emails every member reachable by email the new link at the per-email fee you accepted, and tells you what it did.
Option 2: connect new credentials
Create the new bot on the platform
Follow the connector's steps, shown beside the form, to create a new bot and copy its credentials.
Paste them
On the recovery page, choose the project if you own several, paste the credentials and press Connect New Bot. Subscriby asks the platform who the bot is, registers it, and rebinds the project.
Confirm it answers
Open the new bot on the platform and start it. It answers as your project's bot, with your project's name and plans.
The page refuses credentials already connected to another project (yours or anyone's), and only the project's owner can run the recovery. A teammate with project permissions sees the page but cannot recover on the owner's behalf.
Tell your members
The new bot has the same members, but most platforms will not let a bot message anyone who has not opened it yet. That is the one thing this recovery cannot do for you, so the page ends with Tell Your Members:
- An announcement to copy. A short text, in your language, that names the new bot and asks members to open it. Post it in your places, your newsletter, wherever your members already are.
- Email Your Members. One click emails every member who has an email address, the one they verified on the portal or the one they paid with, the new link and, when the project has a public portal, the portal link. Each email costs $0.01, added to your transaction fees on your next invoice; the button names the count and the total before you confirm. Members who have already opened the new bot cost nothing.
- Download Member List (CSV). Free. Every member with active access or a date still to come, pass and season-ticket holders included, with their name, the email they verified or paid with if any, their account id on the connector, their plans, when their access ends, which places they hold and whether the bot could reach them there.
Members who open the portal see the new bot's start button there as well, and every access they hold keeps working.
What the recovery records
- The history row reads Old Bot replaced by New Bot, with the project's name.
- Your connection allowance is spent for 90 days. Account and place recoveries are unaffected.
- The open incident resolves, the dashboard banner disappears, and
connector.connectedfires for anyone listening. - You receive the closing report by email.
There is no undo for a connection recovery: the old bot is gone on the platform's side, and nothing about your members changed.
Per connector
On Telegram the credential is the bot token from @BotFather (/newbot, a name, a username ending in bot, copy the token), the recovery re-registers the webhook and the command menu, and a standby is a second bot you created earlier. The Telegram walkthrough with a worked Saturday-morning example is on Replacing a banned bot.
How is this guide?
Recovering Your Connected Account
When the platform account you sign in with is banned or lost, the account recovery moves your sign-in, your alerts and your creator bot to a new account, with a one-click switch to a backup on Growth and a 24-hour undo.
Replacing a Lost Place
When the platform bans a place your plans grant, or the connector loses the rights to run it, hand the connector a replacement, watch every member be re-admitted, remind the ones still outside, choose how unreachable members are told, and undo within 24 hours.