First of all, open WorkspaceIntegrations and look at the channel's row. The status and the “Agent” column already explain many problems: what each status means is in Workspace integrations.
#The connection doesn't complete
Why it happens. Often the Meta window closed before the end, and the channel is still waiting to be connected. Other times the browser blocked the window, the Facebook account doesn't have the necessary rights, or Meta rejected the data. In these cases “Connection failed” appears, or a message like “Internal error connecting to WhatsApp.”
What to do.
- Press Connect again and go all the way to Meta's last screen. Stay on the console page until “Channel connected” appears.
- Allow pop-up windows for
app.supportfast.ai. - Sign in to Meta with an admin account: of the Business Manager (Meta now calls it business portfolio) for WhatsApp, of the Facebook Page for Instagram and Messenger.
- If the verification code doesn't arrive on a landline, choose verification by phone call.
- If there's a lock next to Connect, your plan doesn't include the channel: see Plans, quotas and usage.
#Meta says the number is already in use
Why it happens. The number is already registered on WhatsApp: on the regular app, on the WhatsApp Business app or with another provider.
What to do.
- If it's on the WhatsApp Business app, choose the option to connect the app in the Meta window: the number also stays on the phone. See coexistence.
- If it's on the regular WhatsApp app, move it to the WhatsApp Business app and connect it with coexistence, or use another number.
- If it's connected through another provider, ask that provider to disconnect it.
- If the workspace already has a number, the “WhatsApp” row shows Configure and not Connect. For a second number, use another workspace.
#The channel shows “Error”
Why it happens. A channel that was already connected no longer receives messages: the row says “Error”, and the channel page shows the red “Connection broken” band. The most common reasons:
| Reason | What to do |
|---|---|
| The authorization given to Meta is no longer valid, for example after a password or role change. | Menu ⋮ › Reconnect, with an admin account. |
| The number was disconnected from the WhatsApp Business app. | Reconnect and connect the app again. |
| The plan no longer includes the channel. | The channel becomes active again on its own when the plan includes it again. |
What to do. For Instagram and Messenger, grant the same Page when you reconnect: with a different one, “The connected page is no longer among the available ones” appears.
How to check. The red band disappears, the status goes back to “Active” and a test message gets a reply.
#Messages arrive but the agent doesn't reply
Why it happens. First check the causes that apply to all channels (agent unlinked or paused, hours, operator, WhatsApp Business app, blocked contact) in The agent stopped replying. In addition, on Meta's channels:
- the customer sent only a photo, a document or a voice note, but receiving is off, as it is at the start. The attachment is discarded: neither the agent nor the operators see it. On Instagram and Messenger, if the attachment comes with text, only the text arrives;
- receiving voice notes is on, but your OpenAI key is missing. The note arrives in the conversation without a transcript, and the agent doesn't reply;
- the “Reply Delay” is high: the agent can wait up to 60 seconds.
What to do. On the channel page, in the Files and Audio panel, turn on Receive Files and Receive and Transcribe Audio. You need a plan with the “Files and audio in chat” feature (see Plans, quotas and usage) and, to transcribe voice notes, your OpenAI key. If the delay is high, lower it. The settings are explained in WhatsApp: channel settings.
How to check. Send a test message to the channel from a phone or account other than the business one: the agent replies.
#The template was rejected or is stuck in review
Why it happens. Meta reviews every new or edited template, usually within 24 hours. It rejects a template that doesn't follow its rules: for example a wrong category, unclear text, too many variables or content that isn't allowed.
What to do.
- Rejected: press the “Rejected” label to read Meta's reason, then fix the template and save it: it goes back to “In review”.
- In review for more than a day: from the row's ⋮ menu, press Refresh data. If nothing changes, check the template in Meta's Business Manager.
Statuses and tips for getting templates approved are in WhatsApp templates.
#I can't write to a customer first
Why it happens. More than 24 hours have passed since the customer's last message, or the customer has never written to you. You can't send messages, and a notice reminds you that you need a template. It's a Meta rule.
What to do. On WhatsApp, send an “Approved” template: with Send template in the conversation, or with New conversation for a new contact. The steps are in Writing, attachments and tools. Templates don't exist on Instagram and Messenger: wait for the customer to write to you again.
How to check. “Template sent” appears. When the customer replies, the 24-hour window opens again.
#Messages aren't delivered
Why it happens. In the conversation, next to the time of each template you sent, there's a status icon. Hover over it to read “Queued”, “Sent”, “Delivered”, “Read” or “Not delivered”. If sending failed, Meta's code and explanation appear. The most common reasons a message isn't delivered:
- there's no payment method on your WhatsApp Business account in Meta: without one, Meta doesn't deliver templates and, from October 1, 2026, not even replies beyond the 1,000 free ones per month per number (see What it costs and who pays);
- the contact's number is wrong, has no international prefix or isn't on WhatsApp;
- the template is no longer approved, or it's paused;
- a template variable is empty for that contact: WhatsApp rejects the send;
- you've gone over Meta's sending limit;
- the recipient blocked your number.
The “Under review” status, instead, means that Meta is holding the message for a check before delivering it.
What to do. Check the payment method in Meta's payment settings, the template status and the contact's number. In campaigns, open the send details to read the reason: see Launching and tracking results. The rules on payments and limits are in Meta rules: 24 hours, costs, limits.
How to check. Send the template to your personal number: the status must reach “Delivered”.
#Instagram can't find the page
Why it happens. During the connection, one of these messages appears:
- “No page available on this Meta account”: the Facebook account doesn't manage any Pages, or you didn't select them in the Meta window;
- “No page with a professional Instagram profile connected”: the profile isn't professional, or it isn't linked to a Page you manage;
- “Meta did not return the profile data”: try again in a few minutes.
What to do. Make the profile professional, preferably a “Business” account, and link it to the Facebook Page. Sign in to Meta with an admin of the Page and, in the Meta window, select the Page and the profile. Then try again. The steps are in Instagram.
How to check. The “Which page should I connect?” choice appears with your profile, or “Channel connected” appears right away.
#Messenger doesn't reply
Why it happens. The causes listed above for an agent that doesn't reply apply here too. In addition, on Messenger the customer sometimes writes to a different Page.
What to do. On the channel page, check in “Connected page” that it's the right Page. If the status is “Error”, see The channel shows “Error”. To change Page, delete the integration and connect the new one.
How to check. Press Test channel, scan the code with your phone and send “Hi!” from an account other than the Page's: the agent replies.
#The customer's email is missing
Why it happens. Meta doesn't pass on the email of people who write on Instagram and Messenger. From WhatsApp you get the number and the profile name, not the email.
What to do. If you need the email, have the agent ask for it in the chat. With automatic profiling on, the email the customer gives ends up in the contact card. You can also add it by hand from the card.
#Still not working?
Write to us following How to report a problem. Include the workspace, the channel, the time it happened and, if there is one, the text below the channel's red band. For blocks that Meta puts on numbers and accounts, you ask Meta for the review.