What it means
A Disconnected account is one whose session on the platform is no longer valid: Desirely can no longer receive messages or send them on that account. The AI is effectively stopped on that account (the others keep running), and the nudges that involve it are suspended.
The usual causes
The account password changed on the platform side: the most common cause.
The platform invalidated the session (security logout, expiration).
On MYM with the extension, several MYM accounts share the same Chrome profile: logging out of one to open another makes its session expire. See "Several MYM accounts: one Chrome profile per model".
Reconnect
On the Models page, the row of a Disconnected account shows a Reconnect button.
MYM account: click Reconnect, enter the account's current email address and password, then confirm. If the account goes back to Disconnected shortly after, connect it again with Add an account, then MyM: this path checks the credentials with MYM and shows a clear message if they are refused.
OnlyFans or Reveal account, or MYM account connected with the extension: click Reconnect and follow the instructions shown. In Chrome, log in to the model's account on the platform, open the Desirely extension and click Send to Desirely. The window shows "Waiting for the reconnection" then "Account reconnected".
The account stays linked to its model: profile, scripts, media and conversations are intact, and the AI picks up where it left off.
If the reconnection does not stick
For a MYM account: check the email address and password by logging in to MYM yourself. If they work but the window still shows "MyM did not accept the connection. Check the email address and password, then try again.", connect the account with the extension (steps above). Still stuck? Write to us from the Messenger with the model and the message shown, and never include the password.
For an account connected with the extension, follow the steps the extension shows when a sync fails. This is what clears most blockages:
Clear the platform's cookies and cache: in Chrome, on the platform's page, click the icon to the left of the address bar, then "Cookies and site data", and delete them.
Sign out of the platform.
Refresh the sign-in page.
Sign in again.
Refresh the page.
Run the sync again: open the extension, click Send to Desirely, then refresh the Models page in Desirely.
If it keeps happening
Repeated disconnections without a password change can come from simultaneous logins to the account from several places. Limit the number of people who log in to the account. On MYM with the extension, check that each model has her own Chrome profile (see "Several MYM accounts: one Chrome profile per model"). If the problem persists, contact support.