Connection & sessions

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“Session expired” / “Reconnect Required”

The account card in Settings → Accounts shows an orange or red badge and a Reconnect Live Sync button.

Fix: click Reconnect Live Sync and sign in again with the same Telegram account.

Why sessions end

Cause	Notes
You terminated the session in Telegram	Telegram → Settings → Devices — check whether the Entergram session was logged out
Telegram invalidated it	Happens after password changes and some security events

Your CRM data (custom fields, tickets, comments, notes) is untouched either way — only the live Telegram connection needs re-establishing.

”Needs Migration”

An amber Needs Migration badge means the account was connected under Entergram’s old connection flow. Click Connect Live Sync and sign in once; after that the account runs on the current backend flow.

Reconnect fails

“Cannot reconnect: You must use the same Telegram account” You signed in with a different account. Use the original one.

“This account is already connected to another user” The Telegram account is connected under a different Entergram user. Disconnect it there, or contact support.

The code didn’t arrive by SMS. It usually won’t — Telegram sends the login code to the Telegram app on your other logged-in devices. Open Telegram on a device that’s already signed in.

“Too many attempts. Try again in …” Telegram rate-limited the login. Wait out the timer — retrying faster extends it. Resend code has its own 60-second cooldown for the same reason.

QR code expired Start the QR flow again; a new code is generated. A sign-in attempt has a 5-minute window overall.

Sync problems

First sync seems stuck “First chat sync in progress. This can take up to 5 minutes, depending on account size.” Large accounts take longer. The sync runs on Entergram’s servers, so you don’t need to keep the tab open.

Chats or analytics look stale Check the account’s status badge in Settings → Accounts — a Reconnect Required or Session expired account stops feeding data. Reconnect it and the sync catches up.

Members list won’t load See the table in Group & channel management — it’s usually a Telegram restriction, a rate limit, or a missing seat permission.

Rate limits

Entergram surfaces Telegram’s rate limits rather than hiding them:

Broadcasts space messages a fixed number of seconds apart. Don’t fight it.
Members list can rate-limit: “Try again in ~{n}s.”
Account connection can rate-limit after repeated attempts.

Rate limits are per Telegram account, not per Entergram workspace. Waiting is the fix.

Other banners

Banner	Meaning
Session expired	Reconnect the named accounts
You were signed out	Your account was opened in another browser — sign in again
App blocked	Access is paused (billing or workspace deletion) — check Settings

Getting help fast

In-app errors offer Copy and Forward to support, which drafts a message in the support chat with the technical detail already attached. Review and send — it’s far quicker than describing the problem from memory.