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WhatsApp Not Connecting

If you're having trouble connecting your WhatsApp number to CustomerFlows, this page covers the most common causes and how to fix them.

Issue: Verification Code Not Received​

Symptoms: You entered your phone number and requested a code via SMS, but nothing arrived after 2 minutes.

Causes and fixes:

  1. Carrier filtering. Some mobile carriers block automated SMS from short codes. Fix: Click "Resend Code" and choose Phone Call verification instead. The code is read aloud to you.

  2. Landline number. Landlines cannot receive SMS. Fix: Use the phone call verification option.

  3. Too many attempts. Meta rate-limits verification requests to prevent abuse. If you've requested more than 3 codes in a short period, requests are temporarily blocked. Fix: Wait 24 hours and try again. Do not keep requesting codes as this extends the cooldown.

  4. Incorrect country code. The number must include the country code (e.g., +1 for US). Fix: Go back and re-enter the number with the correct country code.

  5. Number has Do Not Disturb or call blocking enabled. Some phones block unknown callers or short code messages. Fix: Temporarily disable call blocking or Do Not Disturb, then request the code again.

Issue: "Number Already in Use" Error​

Symptoms: You see an error stating the number is already registered on another WhatsApp account.

Cause: A phone number can only be registered on one WhatsApp account at a time. If your number is currently active on the free WhatsApp Business App (or regular WhatsApp), it must be unregistered first.

Fix — Migrate from WhatsApp Business App:

  1. Open WhatsApp Business App on your phone
  2. Export any chat history you want to keep: go to Settings, then Chats, then Export Chat
  3. Delete your account: go to Settings, then Account, then Delete My Account
  4. Confirm deletion
  5. Wait 5 minutes for Meta's systems to release the number
  6. Return to CustomerFlows and enter the number again

What you lose: Chat history and broadcast lists in the WhatsApp Business App are permanently deleted.

What you gain: AI chatbot qualification, multi-agent access, CRM pipeline integration, conversation history in CustomerFlows, and ad attribution on WhatsApp leads.

Issue: Chatbot Connected But Not Responding​

Symptoms: WhatsApp shows as "Connected" in Settings, but when someone messages the number, they don't get a response.

Check these in order:

  1. Chatbot toggle. Go to Settings, then AI Chatbot. Is the "Chatbot Active" toggle turned on? If it was accidentally turned off, toggle it on. Responses begin immediately.

  2. Test from a different number. You cannot message your own connected number from itself. Use a personal phone or a colleague's phone to test.

  3. WhatsApp service status. Occasionally Meta experiences service disruptions. Check the connection status indicator in Settings, then WhatsApp. If it shows a warning, wait for Meta's systems to recover.

  4. Reconnect. If the above checks pass but the chatbot still isn't responding, go to Settings, then WhatsApp, click Disconnect, wait 30 seconds, then reconnect by entering your number and verifying again.

Issue: "WABA Requires Action" Status​

Symptoms: Your WhatsApp settings show a status of "Requires Action" or "Pending Verification."

Cause: Meta occasionally requires additional business verification for WhatsApp Business API accounts. This is a Meta policy, not a CustomerFlows limitation.

Fix: Email [email protected] with your account email and phone number. We'll identify exactly what Meta requires and guide you through the process. Common requirements include verifying your business name, address, or website URL through Meta's business verification portal.

Issue: Messages Arrive But No Deal Is Created​

Symptoms: You can see messages in your CustomerFlows inbox, but no deal appears in your pipeline.

Cause: The AI chatbot creates a deal after the customer completes the qualifying conversation. If the customer stops responding mid-conversation, no deal is created.

Check:

  1. Open the conversation in your inbox
  2. Did the customer answer all qualifying questions?
  3. If not, the conversation is still open and waiting for the customer to respond

If the customer did complete all questions and no deal was created: This is a bug. Email [email protected] with the conversation ID (visible in the inbox URL) and we'll investigate.

Still Stuck?​

If none of the above resolves your issue:

  1. Take a screenshot of your Settings, then WhatsApp page showing the error or status
  2. Note the exact phone number you're trying to connect (with country code)
  3. Email both to [email protected]

We typically respond within 4 hours during business days.

Need help? Email [email protected] or ask in r/CustomerFlows.