If something went wrong connecting WhatsApp

Linking a number goes through Facebook, and most of what can go wrong happens inside their window rather than inside Sync Pro. These are the cases that actually come up, and what to do about each.

Everything below happens in Settings → Integrations, in the WhatsApp Configuration section, which only people with the Edit Settings permission see. Once the account is linked, the section also shows Something did not work?, with short answers for a number missing from the list, a window that closed on its own, and a number already on another platform.

Before you start, have these ready

Half the problems below are this list not being true yet:

• Be an administrator of your business Facebook portfolio. If somebody else manages it, ask them to sit with you for this step; it cannot be done on their behalf.
• The phone number you want to send from, with access to receive its verification code — a text or a call to that number.
• If the number is new to WhatsApp Business, it must not be active in the WhatsApp Business app. A number lives in one place at a time.

My number does not appear in the list

After the Facebook window closes you come back to Sync Pro to choose the number in Number. If the one you want is not there:

• The number finished the Facebook steps but is still being verified. Wait a minute and reload the page.
• The number was never added inside the Facebook window. Press Disconnect, then Link WhatsApp again, and add it there, in the step that asks for a phone number.
• It was added but the verification code was never entered, so Facebook left it unverified. Go through the flow again and complete the code.
• You chose a different business portfolio or WhatsApp Business account than the one the number belongs to. Start again and pick the one that owns it.

The Facebook window closed by itself

If the window closes before you finish, nothing was linked. No half-connection is left behind and nothing was charged or changed. Sync Pro says so on the screen and the button is there to try again. If it happens while you use Change number, Sync Pro shows nothing and the number you had stays connected.

The usual causes are the browser blocking the pop-up, or the session in Facebook expiring mid-way. Allow pop-ups for Sync Pro, sign in to Facebook first in another tab, and try again. If the message appears without any window opening, the browser or one of its extensions kept Facebook from loading on the page.

Sync Pro says WhatsApp could not be linked

WhatsApp could not be linked means the window finished but Sync Pro could not complete the link with Meta. Try again, and check that you are an administrator of the business portfolio.

Sometimes the account stays half linked even so, and the section moves on to asking you to choose a number. A number confirmed that way may never receive messages. Press Disconnect and link again from the start.

The number could not be confirmed

The number could not be confirmed appears after pressing Confirm when the number no longer belongs to the account you linked, or when Meta refused to register it. Reload the page so the list is fresh, and try again. If it keeps failing, press Disconnect and link again.

I already had this number on another platform

A number lives in one place at a time. If it is active in the WhatsApp Business app on a phone, or with another provider, it has to be released there before it can be linked here.

If the number was registered elsewhere before, WhatsApp will ask for its two-step verification PIN during the process. That is the PIN of the number, not a Sync Pro password, and only whoever set it up knows it. If nobody has it, it can be reset from where the number is currently registered.

A number that was already working on WhatsApp's cloud is not registered again when you link it here, so it keeps the PIN it had, not the one Sync Pro shows. See Write down the PIN.

The number is already linked to another team

A number can be linked to one team only. If you choose a number that another team in Sync Pro already has linked, Sync Pro shows This number is already linked to another team and links nothing. Disconnect it from the other team first, or choose a different number.

It linked but no message arrives

The number shows as connected and the inbox stays empty. Work through this in order:

1. Send yourself a message from another phone. Do not wait for a customer to be the test. See Your first message.
2. Check the number is confirmed, not just linked. If the section still says Your account is linked. Now choose the number you want to send from., with the Number list, the last step of the flow was never completed: choose the number and press Confirm.
3. Look at the API requests log. A message that reached Sync Pro for your number is listed there. No record usually means the message never reached Sync Pro, but not always: a message for a number that is not fully linked to your team is kept outside your team's log. See The API requests log.
4. Check the token is still valid. A token revoked in Business Manager stops everything without any warning on screen.
5. With Token access only, check the webhook. The address in WhatsApp Webhook must be set in your Meta app. On the guided path there is nothing to set.

If there is a record in the log and no conversation in the inbox, that is worth reporting: the message reached us and something after that failed.

Starting over

Disconnect in the settings removes the team's WhatsApp credentials and the PIN from Sync Pro, at once and without asking for confirmation, so you can link the number again from scratch with Link WhatsApp. Write the PIN down before you press it. Your conversations, contacts and boards are not touched by it. See What Sync Pro can and cannot see.