WhatsApp messages not arriving

A WhatsApp problem is usually one of two things: customers' messages are not reaching your inbox, or your replies are not reaching the customer. Find your case below and go through the checks in order.

Customers' messages do not reach the inbox

1. Is the channel disconnected?

Look at the channel's name in the side menu. A red warning mark next to it means Meta stopped accepting the connection, and its tooltip says "Your inbox connection has expired, please reconnect to continue receiving and sending messages". Administrators also receive an email saying the WhatsApp connection has expired.

1. Open Settings, then Inboxes, and select the settings button next to your WhatsApp channel.
2. A red banner at the top says the inbox is disconnected. Select Click here to reconnect.
3. Meta's window opens. Sign in with the Facebook account that manages your WhatsApp Business account and finish every step. Allow pop-ups for the site if the window does not open.
4. You see "WhatsApp reconnected successfully". Send a test message to the number from your own phone.

Your conversations, agents and settings stay as they are; only the connection is renewed.

If the banner says "Your WhatsApp Business registration isn’t complete", check the Display name status in Meta Business Manager first, then select Complete Registration.

2. What does Account health say?

Open the channel's Account health tab. If you see WhatsApp connection needs to be refreshed, select Go to Configuration, then under WhatsApp Embedded Signup select Reconfigure and go through Meta's steps again. Reconfiguring also sets up again the link through which Meta delivers your number's messages to Hadir Chat; you do not configure anything by hand. Also check that Phone number status shows the number as connected. Details: WhatsApp account health.

3. Is the workspace paused?

When the trial ends without a plan, or an invoice stays unpaid past its date, the workspace is paused and new WhatsApp messages are not received while it is paused. The owner reopens it by paying from Plan and billing; see Plans and changing plan and Billing and VAT.

Your replies do not reach the customer

The 24-hour window has closed

Meta lets you reply freely only within 24 hours of the customer's last message. After that, the reply box shows "You can only reply using a template message due to 24-hour message window restriction". Send an approved template instead; once the customer answers, the window opens again. See WhatsApp templates.

The message shows "Failed to send"

1. Point at the warning icon next to Failed to send under the message. It shows the reason Meta gave.
2. Fix what the reason says, for example send a template if the window has closed.
3. Within a day of the message you can select the retry button next to it to send it again.

Messages to many customers stop or slow down

Meta gives each number a Quality rating and a Business messaging limit: how many different customers you can message outside the customer service window in a rolling 24 hours, shared by every number in the business portfolio. Both show on the Account health tab. If a campaign shows "Sending stopped because your number's quality is low", Hadir Chat paused it to protect the number, and it resumes by itself when the rating improves. See WhatsApp campaigns.

A message shows as "can't be shown here"

Meta doesn't deliver some WhatsApp message types to connected systems, such as view-once messages, polls and some edited messages. They show in the conversation as a bubble saying the customer sent a message that can't be shown here, and a view-once message says so explicitly.

• If your number also works in the WhatsApp Business app, the bubble reminds you that you can open it in the app on the phone.
• Select Ask to resend under the bubble to add a reply you can edit before sending: "We received a message we can't open. Could you send it again as a normal message? 🙏".

Note: the quality rating, the messaging limit and the 24-hour rule are Meta's. Hadir Chat shows them as Meta reports them and cannot change them.