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Troubleshooting

Start here. Four checks explain most reports we get.

Who can do this

  • Anyone

The four checks​

  1. Is WhatsApp connected? SettingsWhatsApp should show a connected dashboard, not Bring your number online. A red banner across the app saying "WhatsApp is not connected" is the same signal.

  2. Is there a Meta payment method? On the same screen, the Meta payment cell should read Active. Missing means sends will fail once you pass Meta's free allowance, and this is the single most common cause of "messages suddenly stopped".

  3. Is the subscription active? SettingsBilling should show Active. Suspended (billing) blocks all outbound sending. See subscription states.

  4. Is the 24-hour window open? If the composer is disabled and says Window closed — use a template, that is working as designed. See the service window.

If all four are fine, pick the symptom below.

By symptom​

Connection problems
Cannot connect, number will not go active, number shows Unavailable, status looks wrong.
Messages not sending or delivering
Failed sends, stuck pending, delivered but never read, incoming messages delayed.
Template problems
Rejected, stuck pending, paused, or missing after a sync.
Campaign problems
Fewer recipients than expected, send blocked, high failure count.
Shopify problems
No events arriving, reconnect required, automations silent, sync imported nothing.
Billing and access problems
Activation stuck, charge failed, downgrade blocked, cannot invite anyone.

What changed recently?​

Worth asking before you dig. Most sudden breakages trace to one of these:

  • Someone changed something in Meta Business Manager or WhatsApp Manager.
  • A card expired, either the Boldally subscription card or the Meta one.
  • A template was edited, deleted or re-categorised by Meta.
  • A Shopify theme was changed or republished.
  • A team member was removed, taking their assignments with them.

Still stuck​

Email support@boldally.com

Include the workspace name, what you expected, what happened, and the time it happened. If it is a WhatsApp problem, your WABA ID from SettingsWhatsApp saves a round trip.

Full checklist: contact support.

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