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WhatsApp Issues

Troubleshooting guide for WhatsApp Business integration problems.

Common Error Messages​

ErrorMeaning
"Failed to connect WhatsApp account"Connection setup failed
"Failed to disconnect WhatsApp account"Unable to remove existing connection
"WhatsApp Signup Cancelled"User closed the setup popup
"Failed to get state from backend"Server communication error

Connection Failed​

What you see: Error when trying to connect WhatsApp Business

Check These First​

  1. Facebook Business account ready

    • You need a Facebook Business account
    • The account must be verified

  2. Phone number requirements

    • Number must be able to receive SMS
    • Number cannot be already registered with WhatsApp personal app
    • Number must not be used by another WhatsApp Business account

  3. Browser popup settings

    • Allow popups from AVA Streamliner
    • Don't close the popup during setup

Try This​

  1. Go to Settings → Communications → WhatsApp
  2. Click Connect WhatsApp
  3. Complete the Facebook popup flow
  4. Wait for success message
  5. If popup closes unexpectedly, try again

Messages Not Sending​

What you see: Guests don't receive WhatsApp messages

Check Connection Status​

  1. Go to Settings → Communications → WhatsApp
  2. Verify status shows "Connected"
  3. Check the connected phone number is correct

Verify Template Approval​

WhatsApp requires template approval for business messages:

  1. Check that your message templates are approved in WhatsApp Business Manager
  2. Approved templates show ✓ status
  3. Rejected templates need to be revised and resubmitted

Check Guest Phone Number​

  • Number must include country code (e.g., +1 for US)
  • Number must be a valid mobile number
  • Guest must have WhatsApp installed on that number

Sandbox Mode Limitations​

If in sandbox mode:

  • Only pre-approved test numbers can receive messages
  • Contact support to move to production mode

Template Rejected​

What you see: Template shows "Rejected" status

Common Rejection Reasons​

ReasonFix
Promotional contentRemove sales language
Missing variableAdd required placeholders correctly
Formatting issuesFollow WhatsApp template guidelines
Policy violationReview WhatsApp Business Policy

Steps to Fix​

  1. Review rejection reason in WhatsApp Business Manager
  2. Edit template to address the issue
  3. Resubmit for approval
  4. Wait 24-48 hours for review

Disconnect Failed​

What you see: "Failed to disconnect WhatsApp account"

Try This​

  1. Refresh the page
  2. Try disconnecting again
  3. If still failing, wait 5 minutes and retry

Still Not Working?​

Contact support with:

  • Your hotel name
  • Connected phone number
  • Screenshot of error

What you see: "WhatsApp Signup Cancelled"

This happens when:

  • You closed the Facebook popup before completing setup
  • Browser blocked the popup
  • Connection timed out

Fix​

  1. Enable popups for AVA Streamliner in your browser
  2. Click Connect WhatsApp again
  3. Complete the entire flow without closing the popup
  4. Wait for the success message before closing

Messages Delayed​

What you see: Guests receive messages late

Normal Delays​

WhatsApp messages typically deliver within seconds, but delays can occur due to:

  • High volume periods
  • Network issues at guest's location
  • WhatsApp server queue

If Consistently Delayed​

  1. Check your WhatsApp Business tier (higher tiers = faster delivery)
  2. Contact support to review your account status

When to Contact Support​

Contact us if:

  • Connection consistently fails despite correct setup
  • Messages not delivering to any guests
  • Account was suspended or flagged

Email: success@vouch-technologies.com

Include:

  • Screenshot of WhatsApp settings page
  • Example phone numbers that didn't receive messages
  • Error messages (if any)