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jamestatham
New Participant
October 15, 2026
Question

Meta account reactivated, but Muse remains disconnected, tickets submitted with no email or case number

My Meta account was suspended on October 13. I completed the recovery process and received an email from Meta that same day confirming my account had been reactivated.

I can now log into my Meta account successfully. However, Muse still displays:

“We disconnected Muse to protect your information. Submit a feedback ticket to reconnect.”

The mobile app also never connects.

I have submitted multiple tickets through the lockout screen. My latest submission displayed “Your ticket was submitted” and said the team would review my report, but I have received no confirmation email, case number, or response.

Could a moderator help route this to the Muse support team? Please check why Muse remains disconnected after my Meta account was restored, and help reconnect my existing agent while preserving its history and data.

How can I check the status of my submitted tickets or obtain a case number?

Attached are the Muse lockout screen, the ticket submission confirmation, and Meta’s account reactivation email.
 

 

 

5 replies

jamestathamAuthor
New Participant
October 15, 2026

I'm posting here because I couldn’t find a Muse support category. Please move this to the appropriate section if needed

steve40
steve40
Honored Contributor
October 15, 2026

Muse Help Centre | Meta Help Centre | Meta (en-gb)

jamestathamAuthor
New Participant
October 15, 2026

Thanks for replying. I visited that link, but it only provides general Muse help articles. I couldn’t find anything addressing this lockout or a way to contact support and check my submitted tickets.

My Meta account has already been reactivated, and I can log into it successfully. Muse still displays “We disconnected Muse to protect your information.”

I’ve submitted multiple reports through that screen. The website confirms “Your ticket was submitted,” but I receive no email acknowledgment or case number.

Could you please provide a direct support contact or route this to someone who can investigate the Muse disconnect? If there’s a specific article or contact option on that page I’ve missed, please point me to it.

zew.106707
New Participant
October 15, 2026

I am also unable to reconnect my existing Muse account. Meta Security Checkup confirms all recommended actions are completed. I signed in again in a fresh Safari private session, but Reconnect still returns: Muse could not be reconnected. Contact support for help.

I successfully submitted a report through Settings > Help & support > Report an issue, under Accounts/Activation, with complete logs and diagnostics included. Bug ID: 1682311570162295.

Could a moderator route this Bug ID to the Muse support team for review and help restore access to my existing Muse account and Secure VM while preserving my chats, files and tasks? Please advise how I can track the report or provide any additional information privately.

    steve40
    steve40
    Honored Contributor
    October 15, 2026

    The moderators can’t help you, as this is not a Muse support site.

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