WhatsApp troubleshooting

Check the WhatsApp status on Deploy, under Answer on your WhatsApp number:

• Replying: all is well.
• Connected: your assistant is a draft. Publish it.
• Needs attention: customers aren't getting replies. Fix it below.

Needs attention

The message clears by itself once a reply goes through.

"Ansa lost access to your WhatsApp number"

Click Disconnect, then connect again. If Ansa created your two-step verification PIN, enter it when you reconnect.

"Your number is no longer set up for the WhatsApp Business Platform"

Usually the number was registered again in a WhatsApp app or another service. Click Disconnect, then connect again.

"Meta needs a payment method on your WhatsApp Business account"

Add a payment method in WhatsApp Manager. Replies restart with the next customer message. See WhatsApp costs.

"Meta has restricted your WhatsApp Business account"

Ansa can't lift this. Open WhatsApp Manager to see Meta's reason and request a review.

"Ansa doesn't have permission to send messages from this number"

Click Disconnect, connect again, and allow everything Meta asks for.

Your plan no longer includes WhatsApp

The message starts "WhatsApp replies are included from the Starter plan". Your number stays connected. Upgrade to Starter, Pro and Business and replies restart with the next customer message.

Customers aren't getting WhatsApp replies

Check in order:

1. Is your assistant published? Turn on Publish at the top of Deploy.
2. Does Deploy say Needs attention? Fix it above.
3. Does your plan include WhatsApp? Check Usage & plan.
4. Have you used this month's answers? Customers then see "This assistant is temporarily unavailable. Please contact the business directly". See What happens at your monthly limit.
5. Has Meta got a payment method? Check WhatsApp Manager.
6. Did the customer send text? Ansa reads text only. For photos, voice notes or files it sends one "I can only read text messages" reply a day per chat.
7. Are you testing from the business number? Use another phone.

Still nothing? If the message isn't in Conversations, it never reached Ansa: check the number is connected on Deploy.

Ansa can't reply more than 24 hours after a customer's last message, and pauses for a while if one customer sends a very large number of messages in an hour.

Errors while connecting WhatsApp

• "Facebook's sign-in couldn't load": turn off ad blockers for ansa.chat, or try another browser.
• "You closed the WhatsApp setup before it finished": click Connect WhatsApp and finish every step.
• "Meta didn't accept the sign-in (it may have taken too long)": start again without long pauses.
• "That WhatsApp number wasn't shared with Ansa": start again and pick your business number.
• "This number already has a two-step verification PIN": enter it in Two-step verification PIN (optional). Lost it? Reset it in WhatsApp Manager.
• "This WhatsApp number is already connected to another Ansa account": disconnect it in that account first.
• "Meta couldn't register this number": check the number in WhatsApp Manager, then try again.

My number is already on WhatsApp

• WhatsApp Business app: update the app, then turn on This number already uses the WhatsApp Business app before clicking Connect WhatsApp. No PIN needed. If Meta doesn't offer this for your number or country, use the option below.
• Personal WhatsApp: delete the WhatsApp account on that number first (Settings > Account > Delete account; chats don't move across), or use a different number.

On a shared number, Ansa replies to every text even if you reply too. To stop it, unpublish your assistant or disconnect WhatsApp; you can't pause it for one chat.

WhatsApp quality rating

Deploy shows Meta's Quality rating (High, Medium or Low), based on how often customers block or report you. If it drops:

• Fix wrong answers you find in Conversations. See Fix a wrong or outdated answer.
• Set a Contact link in Appearance so customers can reach a person.
• Check WhatsApp Manager for anything Meta has flagged.

Changing your WhatsApp number

Each assistant answers on one WhatsApp number at a time. If you run several assistants, each can have its own number (see Run several assistants).

1. On Deploy, click Disconnect.
2. Click Connect WhatsApp and connect the new number.

Old chats stay in Conversations. To change only the name customers see, edit your display name in WhatsApp Manager; it appears once Meta approves it.

Related: Connect your WhatsApp number · WhatsApp costs

Still stuck? Email hello@ansa.chat with the message Deploy shows.