Gorgias Integration Broke (Recharge / Klaviyo / Loop / Meta): A Per-App Reconnect Guide

Symptom to likely cause, at a glance

Before you touch anything, match what you're seeing to the app most likely behind it. That tells you which section below to read.

Start here: the universal reconnect (and rule out an outage)

Before you diagnose a specific app, rule out the two things that make every integration look broken. First, confirm Gorgias itself isn't having an incident — a platform-wide blip mimics a dozen integration failures at once. If several unrelated apps went dark simultaneously, that's your tell; our is Gorgias down walkthrough shows how to check the status page before you start unplugging things. Second, most Gorgias integrations live in one place: Settings → App Store → My Apps (also called "Installed apps"). That list is where you re-authorize any misbehaving connection, and it's worth knowing what it looks like when it's healthy versus empty.

One honest caveat about that screenshot: it's the genuine empty state from a clean demo account with no third-party apps installed. On a live store this list would show your Recharge, Klaviyo, and Meta connections with their status — but the surface is identical, and it's the door you'll walk through for most of the fixes below. Note the fine print: apps connected manually outside Gorgias won't appear here, which is a gotcha in its own right.

1. Recharge: the widget is stale because webhooks stopped

Most common cause: Gorgias stopped receiving webhooks from Recharge. The Recharge widget in the ticket sidebar is fed by webhooks, not a live query. When those webhook messages stop arriving, the panel goes stale or blank even though the customer clearly has an active subscription. Per the Gorgias Recharge documentation, the fix is to re-authorize the connection: go to Settings → Integrations, select Recharge, click Add Recharge, and allow Gorgias to access your Recharge account again. That refreshes the authorization and re-establishes the webhook link.

If you re-authorize and a customer with confirmed active orders in Recharge still shows nothing in the Gorgias widget, the issue is on the webhook plumbing itself, and Gorgias asks you to gather evidence — screenshots from both sides, a screen recording, and the ticket link — before contacting their support team so they can inspect the connection server-side.

2. Klaviyo: you're still on the deprecated auth and need OAuth2

Most common cause: the old authorization method was deprecated — you need to reconnect over OAuth2. If your Klaviyo email and SMS flows stopped syncing with Gorgias, or you're getting a re-authorization prompt, this is almost always it. Klaviyo deprecated the previous authorization method for the Gorgias integration in June 2024, and connections had to move to OAuth2 to keep flows running. According to Klaviyo's Gorgias help article and the OAuth2 switch guide, the reconnect runs from the Klaviyo side: log in to Klaviyo, open the Integrations tab, search for Gorgias, and click Install. Enter your Gorgias help-desk URL, click Connect to Gorgias, sign in if prompted, and Authorize access to all resources. Then choose whether to sync all new Gorgias tickets into Klaviyo or only tickets carrying specific tags.

One configuration gotcha worth checking while you're in there: your Gorgias inbox notification address must differ from your Gorgias contact email, or notifications won't surface correctly.

3. Loop Returns: the return status isn't refreshing

Most common cause: the widget only refreshes on specific ticket events — nudge it manually. Loop's returns panel doesn't poll continuously. The Gorgias Loop Returns doc and Loop's own help center explain that the widget updates return data when one of three things happens on the ticket: it's created, updated, or responded to. So a return that changed status inside Loop after the last ticket activity will look stale until something touches the ticket.

The fix is delightfully low-tech: add an internal note that simply says "Update" on any open or closed ticket, and Loop refreshes the returns data to the latest state. Keep this one in your back pocket — it resolves the majority of "Loop isn't updating" reports without any reconnecting at all. Note the honest caveat from the docs: the Loop integration was built by a partner, so if the "Update" note doesn't refresh it and something is genuinely broken, support turnaround can run a little longer than a native-Gorgias request.

4. Meta (Instagram / Facebook / WhatsApp): the recurring mass-disconnect

Most common cause: a page-admin, role, or permission change on the Facebook side silently revoked Gorgias's access. Meta channels are the ones that seem to disconnect repeatedly, and the trigger is almost always something that happened in Facebook Business settings — a page admin removed, a role changed, a password reset, or permissions that lapsed after a Meta security review. When Instagram DMs or Facebook comments stop becoming tickets, the Gorgias Facebook and Instagram troubleshooting guide is unambiguous: reconnecting is always the first step.

Go to Settings → App Store → My Apps → Facebook, Messenger & Instagram → your Facebook integration, and click the green Reconnect button. If you're specifically missing Messenger tickets, also check your Facebook page's Advanced Messaging settings and make sure no other app holds the Primary Receiver role — that role conflict quietly intercepts messages before Gorgias ever sees them. For Instagram specifically, the deeper fix is to remove the Gorgias app from your Instagram settings entirely, then Reconnect from Gorgias so permissions are granted fresh. WhatsApp disconnects are their own animal — if you're migrating a number, expect up to about three minutes for a disconnected number to free up before you can re-onboard it.

If Meta keeps dropping every few weeks, the durable fix isn't repeated reconnecting — it's making sure the Facebook user who authorized Gorgias is a stable admin whose role and password don't churn.

The pattern behind all four

Look across these and the shared root cause is authorization drift: OAuth tokens expire, webhooks silently stop, page roles change, and the connection you set up months ago quietly lapses. That's normal for any integrated stack — but each stale panel is also a ticket that takes longer to answer, and often a second ticket ("did my return ship?") that only exists because the first answer was slow. Reducing that volume is where an AI layer earns its keep. If you're new to the platform, what is Gorgias covers how these native integrations are meant to fit together in the first place.

Where an AI layer fits (honestly)

To be clear about the boundary: Macha is not a Gorgias replacement and not another help desk. It's an AI agent layer that sits on top of the Gorgias you already run — it connects to your Gorgias account and reads and writes the same tickets your team does. The broader category of AI agents for customer service exists to resolve the routine, data-lookup-heavy tickets before a human ever opens them, which is exactly the volume that piles up when a subscription or return panel is slow. Because a Macha agent can call your systems directly through a custom tool — turning a REST API into an action the agent invokes mid-conversation — it can fetch order, subscription, or return status itself rather than depending on a sidebar widget that may or may not have refreshed. That doesn't fix a broken Recharge webhook, but it does mean a stale widget is less often the thing blocking a customer's answer.

Setup mirrors the native integrations above: you authorize the connection once. Our Macha–Gorgias integration overview and the step-by-step on connecting Gorgias to Macha to automate ticket replies walk through it. Pricing is usage-based — credits are charged per AI action, not per resolution — and the details live on the pricing page.

FAQ

Why did my Gorgias Recharge widget stop showing subscription data? Almost always because Gorgias stopped receiving webhooks from Recharge, so the sidebar panel goes stale. Re-authorize under Settings → Integrations → Recharge → Add Recharge. If a customer with confirmed active Recharge orders still shows nothing after reconnecting, collect screenshots and the ticket link and contact Gorgias support to inspect the webhook connection.

How do I fix the Gorgias–Klaviyo integration that stopped syncing? Klaviyo deprecated the old authorization method in June 2024, so you need to reconnect over OAuth2. In Klaviyo, go to Integrations → Gorgias → Install, enter your Gorgias URL, click Connect to Gorgias, authorize access, and choose which tickets to sync.

My Loop Returns widget isn't updating the return status — what do I do? Loop only refreshes when a ticket is created, updated, or responded to. Add an internal note that says "Update" on the ticket and Loop will pull the latest return data. If it still won't refresh, note that Loop's integration is partner-built, so support turnaround can be a bit longer.

Why does my Gorgias Instagram/Facebook integration keep disconnecting? Meta channels usually drop after a change on the Facebook side — a page admin removed, a role or password changed, or permissions lapsing after a Meta security review. Reconnect via Settings → App Store → My Apps → Facebook, Messenger & Instagram → your integration → Reconnect, and check that no other app holds the Primary Receiver role in your page's Advanced Messaging settings.

Is my integration broken, or is Gorgias down? If several unrelated integrations went dark at the same moment, suspect a platform incident rather than each app failing independently. Check the Gorgias status page first — see is Gorgias down — before you start reconnecting things one by one.

Want fewer tickets riding on whether a sidebar widget refreshed in time? Start a free trial and grade a Macha agent against your own Gorgias history before it ever touches a live queue.