Problems with WhatsApp

What to do when WhatsApp disconnects, the API option appears grayed out, Meta places a restriction, "Name does not exist" shows up, or the assistant stops replying.

Last updated: July 6, 2026

WhatsApp connection problems almost always fall into one of these cases. Find yours — most are solved in minutes.

The connection with Meta was lost

If your messages stopped coming in and the channel shows as disconnected:

  1. Go to Channels and, on the WhatsApp API card, delete the connection with the trash icon 🗑️.
  2. Click Connect and complete the Meta window again, logging in with the business's Facebook.
  3. Accept all the permissions Meta requests — it's the most-skipped step and the most common cause of failed reconnections.

💡 The system automatically detects when a WhatsApp, Instagram or Facebook channel loses its connection (typically because the Meta token expired) and generates a notification so you can act fast and not lose messages. Turn on channel disconnected alerts (Settings → Notifications) to receive them.

The WhatsApp API option is grayed out / the QR keeps loading

If the WhatsApp API button appears disabled, or you choose the QR code and it never generates, the option must be re-enabled from the system: contact your WeSpeak advisor and they'll reactivate it for you.

If, when trying to connect the API, the message says "You already have a WhatsApp number connected via QR code," first disconnect the QR — you can do it yourself:

  1. In Channels, on the WhatsApp QR card, click Disconnect (it appears next to the status check when the number is connected).
  2. Confirm in the "Disconnect WhatsApp?" dialog. The number is disconnected without being deleted: to use the QR again later you'll only need to scan the code once more (without re-entering the number).
  3. Now you can connect WhatsApp API normally.

ℹ️ About the QR code: the code renews on its own every few seconds (you see the "Valid for Xs" counter). If the automatic retries run out, use the Request new QR button. If even so a code never appears, contact your advisor.

Meta placed a restriction on the account

Meta sometimes temporarily restricts a WhatsApp Business account (due to user reports or quality reviews). On the channel card the status may appear as Banned ("The number has been banned from the WhatsApp Business account"). In that case:

  • Wait for Meta to lift the restriction — typically 24 hours.
  • Then reconnect the channel normally from Channels.
  • To avoid it: reply fast, take care of your campaign lists, and avoid messages that users might report.

"Name does not exist" appears when connecting

Your business's display name isn't validated: go to Meta Business Suite (business.facebook.com), check the business name of your WhatsApp account and confirm it. Then retry the connection.

You're about to connect a new number

The correct order:

  1. First in Meta: register and verify the number in your Meta Business (WhatsApp Business).
  2. Then in WeSpeak: connect it from Channels → WhatsApp API.
  3. Give it activity: during the first days it helps for the number to have real message traffic — Meta measures that the account is active, and that helps raise your sending limit.

The app's automatic messages interfere

If your number is also in the phone's WhatsApp Business app, its greeting, away, and quick reply messages can clash with the assistant (the guest gets two different replies). Turn them off: on the phone, WhatsApp Business → Settings → Business tools, and switch off those automatic messages — the assistant handles the replying.

The assistant stopped replying (on all channels)

Checklist in order:

  1. Channels: does the channel show as connected? If not, reconnect (first section of this guide).
  2. Settings → Status: is the assistant Enabled? (It may be Paused or Disabled.)
  3. Operating hours: if you set up hours, the assistant doesn't reply outside that window — make sure that's not it.
  4. Real test: send a message to the number from another phone. If it reaches the panel but the assistant doesn't reply, report it to your advisor with the exact time of the test.

You received a suspicious "Meta Verified" message

There are phishing attempts going around that impersonate Meta ("your account will be suspended," "verify now"). Simple rule: don't interact — don't tap the links or hand over verification codes. Meta doesn't ask for codes by message. When in doubt, check with your advisor before touching anything.

Frequently asked questions

I migrated channels and I don't see a contact's previous conversations.
When you change the connection type, the contact starts a new conversation with the number; the previous history stays associated with the old channel. Write to them (or wait for their message) and the new conversation is created normally. If you need to keep the history, ask your advisor for the conversation migration: it moves the conversations, all the messages and the notes to the new channel, and if a conversation with the same contact already exists at the destination, they are merged automatically.

How often does the connection drop?
The official API connection is stable and needs no maintenance. Disconnections usually come from changes in Meta (password, permissions, restrictions) — that's why the key step when reconnecting is to accept all the permissions.

Can I get ahead of these problems?
Yes: turn on channel disconnected notifications, keep the business name validated in Meta, and don't use the number in parallel integrations that compete for the session.