Connections to Master Tour, Google, Dropbox, Stripe, Square, Squarespace, Shopify, QuickBooks and your bank are meant to just keep working. Sometimes they can't: a password changes, someone removes BandBrain from a store, a bank asks for a fresh sign-in, or a Master Tour key gets regenerated. When that happens you hear about it right away, not weeks later when a question comes back empty.
What BandBrain does on its own
- Checks twice a day. Every connection gets a quick check at 14:00 and 02:00 UTC (roughly 10 AM and 10 PM Eastern). BandBrain also renews logins that are about to run out, so nothing quietly expires between checks.
- Listens for disconnect notices. Shopify, Stripe, Square and your bank tell BandBrain the moment access is removed. It doesn't wait for the next check.
- Notices when it's in use. If a question or sync hits a dead login, BandBrain flags it immediately.
A blip on the vendor's side (a timeout, a rate limit, an outage) is not a disconnect. BandBrain retries on the next check and only tells the BandBrain team if it keeps failing. It never tells you something is disconnected unless the login is actually dead.
What happens when one breaks
- Admins get a text and an email. The message names the band and the service and links to the Connectors page. It goes to the person who connected it plus every admin, and only to numbers that have confirmed text messages (and haven't replied STOP).
- A red banner appears on every dashboard page listing what's disconnected, with a Reconnect button.
- The service shows "Disconnected — reconnect" in red on the Connectors page.
- BandBrain tells you plainly when it can't answer. Ask about Stripe payments while Stripe is disconnected and you'll hear "Stripe got disconnected. A band admin needs to reconnect it" instead of a vague error.
- Reminders, not spam. If it stays broken you get at most one reminder a day.
Everything BandBrain already learned (documents, past sales, transactions) stays put. Only new data stops flowing.
How to reconnect
- Open Connectors (the link in the text or email goes straight there).
- Find the service marked Disconnected — reconnect.
- Click Reconnect and approve it again. For Master Tour, paste the current API key and secret (your picked tours are kept). For a bank, use Reconnect on that account and sign in to the bank again.
- The banner clears right away and syncing resumes.
For Google, each person connects their own account, so the person whose account broke needs to reconnect it (an admin can see which one). If you're not sure who connected something, any admin can reconnect it with their own login.
"Will disconnect soon" warnings
Some banks tell BandBrain ahead of time that a connection will expire. When that happens, admins get a text and email asking them to reconnect before it stops, so there's no gap.
If it keeps happening
If a connection breaks over and over, email aaron@bandbrain.ai. The BandBrain team is alerted whenever any band's connection breaks, so we may already be on it.
Related: Connectors overview, Connecting a bank, Master Tour.