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Connection problems

Who can do this

  • Owner
  • Admin

The connection flow fails​

"This number is already registered on WhatsApp"

A number can only be on one WhatsApp product at a time. Delete the account from the WhatsApp or WhatsApp Business app on the phone, wait about two minutes, then try again.

The Facebook window closes with nothing happening

Usually a popup blocker or a browser extension. Try again in a private window with extensions off. Make sure you are signed in to the correct Facebook account.

"Connect WhatsApp" is missing or blocked

Two causes:

  • You are signed in as an agent. Agents cannot see SettingsWhatsApp. Ask an owner or admin.
  • The subscription is not active. Connecting is blocked until the first payment clears. See subscription states.

The number connected but is not active​

The row shows a warning panel instead of an active pill.

The usual cause is two-step verification left on for that number, which Meta reports as error #133005.

  1. Open Meta WhatsApp Manager → Account tools → Phone numbers.

  2. Select the number and turn Two-step verification off.

  3. In Boldally Chat, select Sync from Meta on SettingsWhatsApp. If it still does not activate, Disable then Enable the number.

A number shows "Unavailable"​

It is no longer on your WhatsApp Business Account at Meta. Someone removed it, or it moved to another account.

Re-add the number in Meta WhatsApp Manager, then select Sync from Meta.

"Enable" is refused​

You are at your plan's limit for enabled WhatsApp numbers. Disable one you are not using, or change plan. See phone numbers.

"Disable" is greyed out​

At least one number must stay enabled. The tooltip says so. Enable another number first if you want to disable this one.

Sending says "Outbound only"​

The webhook subscription with Meta failed, so incoming messages may be delayed or not arrive.

Try Sync from Meta first. If it persists, contact support with your WABA ID. This one needs looking at on our side.

Sending says "Limited"​

No Meta payment method on the WhatsApp Business Account. Select Open in Meta Business Manager from the Meta payment cell, add a card, then Sync from Meta.

Sending says "Restricted" or verification looks wrong​

A Meta business verification problem. Statuses:

StatusWhat to do
Not verifiedStart verification in Meta Business Manager. Sending works but is capped.
PendingWait. Meta is reviewing.
RejectedOpen Business Manager for the reason and resubmit.
Revoked / ExpiredRenew verification in Business Manager.

Boldally cannot submit, appeal or accelerate verification. Once Meta updates it, select Sync from Meta.

The status here does not match Meta​

Boldally Chat caches what Meta last told us. Select Sync from Meta; the strip shows when it last synced.

The display name is wrong​

Display names are set and approved by Meta, and the field is read-only here. Request a change in WhatsApp Manager (there is a link in the profile form), then Sync from Meta once approved. See WhatsApp business profile.

WhatsApp connection
What every status value means.
Delivery problems
Connected, but messages are not getting through.
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