Troubleshooting

QR code not showing or instance offline

1. In Instances, click Reconnect on the number's card.
2. If it stays offline, click Connect and scan it again with your phone (Settings › Linked Devices).
3. If the QR code doesn't load, click Try Again and wait a few seconds.
4. Check that the phone has internet and that WhatsApp wasn't disconnected there (under Linked Devices).
5. Still no luck? Delete the instance and create it again. Saved chats are not lost.

The AI is not answering

Check, in this order:

• Is the agent set to AI Enabled in AI Agent? Is there a Default Agent?
• In the chat, is the 🤖 button on? The AI pauses by itself when someone replies from the phone.
• Did an automation answer first? If the customer is in a flow, the AI waits for the flow to finish. Use ⚡ End Automation Session if needed.
• Did "AI limit reached" appear? The cycle's credits are used up. See Plans and billing.
• If the agent uses its own key (not the system's), check that the key is correct and has balance at the provider (OpenAI/Google).
• Does your plan include AI Agents?

Automation not triggering

• Is the flow Active (switch on in the list)?
• Is an instance selected in the flow's Settings? It only works on the chosen number.
• Is the trigger right? "First Message" only applies to new customers; "Exact Match" requires the exact word.
• Are the entry restrictions (pipeline, tag, assigned user) excluding the customer?
• Did you click Save Flow after editing?
• Is the customer already in another automation? End the session in the chat and test again.

My message was not sent

• Official API: if more than 24h passed since the customer's last message, only an approved template can be sent. See Message templates.
• Check that the instance is Online.
• Make sure the number has country and area code (e.g. 15551234567).
• Very large files or unusual formats may fail. Try PDF, JPG, PNG or MP4.

I can't see a menu item / "Access Restricted"

The menu only shows what you are allowed to use, and some screens warn Access Restricted. Ask the team owner to adjust your permissions or restrictions. See Team and permissions.

If the item is greyed out with Team Required, create or join a team first.

"Pending Payment" or "Grace Period" appeared

There was a payment problem. The owner should open Billing and click Renew Subscription. No data is deleted. See Plans and billing.

I reached the limit of numbers, contacts or users

Each plan has limits, added up across all your teams. Check them in Billing › Usage & Limits and upgrade if needed, or remove items you don't use.

I don't get new message notifications

1. On the Chats screen, click the 🔔 bell and Allow Notifications.
2. If the browser blocked it, click the padlock next to the site address and allow Notifications.
3. Check that Enable Sound is on and the computer isn't in "do not disturb" mode.

The contact import failed

• Use the template downloaded from Import › Download and save it as .xlsx.
• Numbers must include country and area code, digits only.
• Existing contacts (same number) are skipped.

The campaign had failures

Open the campaign and check the Details / Error Log column. Common causes: number without WhatsApp, template paused or rejected by Meta, or Meta's daily sending limit reached. See Campaigns.

I forgot my password or got locked out

Use Forgot password? on the sign-in screen. After many wrong attempts, wait a few minutes. See My account.

Still need help?

Contact support through the details shown in Billing (Need help? box) or at the bottom of this page.