WhatsApp · Troubleshooting
WhatsApp: troubleshooting
Fixes for common WhatsApp problems and error messages. For how WhatsApp works, see WhatsApp; for step-by-step instructions, see WhatsApp: how-to; for common questions, see WhatsApp: FAQs.
I can’t see the WhatsApp section in Your Account
Section titled “I can’t see the WhatsApp section in Your Account”Why it happens: the section needs view permission for Integrations.
How to fix it: ask an admin in your organisation to give your role view permission for Integrations (and view permission for Organisation settings to see usage).
The Opt in or Connect buttons are missing
Section titled “The Opt in or Connect buttons are missing”Why it happens:
- You haven’t saved a payment method. The section says “Set up your payment details before opting in to WhatsApp.”
- Your role doesn’t have write permission for Integrations and Change subscription and packages.
- Opt in to WhatsApp only: COHO-provided numbers aren’t available at the moment.
- WhatsApp is already active, being set up, or being disconnected, so neither button is offered.
How to fix it:
- Add a card in Your Account, then reopen WhatsApp.
- Ask an admin for those permissions.
- Use Connect your WhatsApp with your own number, or check back later.
- Check the message in the section; see Check your setup status.
My WhatsApp setup errored
Section titled “My WhatsApp setup errored”Why it happens: setting up a COHO-provided number failed. The section says “An error has occurred while setting up your WhatsApp integration, please contact support”.
How to fix it: contact COHO support. You can’t opt in again while this setup is still open, so support needs to look at it.
My WhatsApp number is still being set up
Section titled “My WhatsApp number is still being set up”Why it happens: a COHO-provided number usually takes a few minutes. COHO doesn’t send a separate message when it’s ready.
How to fix it: reopen Your Account > WhatsApp after a few minutes. If it still says “Your WhatsApp number is being set up — this can take a few minutes.” much later, contact COHO support.
My number isn’t offered in the Facebook window
Section titled “My number isn’t offered in the Facebook window”Why it happens: the window only lists numbers already added to the WhatsApp Business account you picked. A number that’s already registered to a different WhatsApp Business account can’t be added there. A number you use in the WhatsApp Business app can only be connected with Coexistence.
How to fix it:
- Check you chose the right Business portfolio and WhatsApp Business account.
- Add the number in the Phone number fields under Add your WhatsApp phone number.
- If you use the number in the WhatsApp Business app and want to keep doing so, close the window and start again with Continue under Coexistence.
- If the number belongs to another WhatsApp Business account, remove it there in Meta’s WhatsApp Manager first, or use a different number.
Connecting my own number failed
Section titled “Connecting my own number failed”Why it happens: the Facebook window was closed early, Meta didn’t finish, or Meta refused part of the setup. The message at the bottom of Connect WhatsApp says which.
How to fix it:
| Message | What to do |
|---|---|
| “WhatsApp signup was cancelled before it could be completed.” | Click Continue again and finish every step, up to Finish |
| “WhatsApp signup was not completed. Please try again.” (or a message from Meta) | Try again. If Meta gave a reason, fix that first |
| “WhatsApp signup did not return account details. Finish the Meta flow and try again.” | Pick a WhatsApp Business account and a number in the window, and finish it |
| “WhatsApp could not be registered for Cloud API. If two-step verification is already enabled on this number, reset it in WhatsApp Manager and try again.” | In Meta’s WhatsApp Manager, reset two-step verification for the number, then connect again |
| “WhatsApp connection could not be completed. Please try Embedded Signup again.” | Try again. If it keeps failing, contact COHO support |
| “WhatsApp message templates could not be set up. Please contact support.” | Contact COHO support |
When it fails, COHO doesn’t connect the number or start your WhatsApp add-on, so you can try again.
My own number is connected but messages aren’t delivered
Section titled “My own number is connected but messages aren’t delivered”Why it happens: your Meta account has no payment method for WhatsApp charges. Without one, Meta can refuse to deliver your messages, and COHO’s automatic notifications to your tenants go by SMS instead.
How to fix it: add a payment method for WhatsApp to your Meta account, in Meta’s WhatsApp Manager. Then send a test message. If messages still don’t arrive, check the account quality and status in WhatsApp Manager: Meta may have restricted your number (see WhatsApp: FAQs).
The WhatsApp option is missing from the new message form
Section titled “The WhatsApp option is missing from the new message form”Why it happens:
- Your WhatsApp isn’t set up, is still being set up, or has ended.
- You opened the form before WhatsApp became active.
How to fix it: check Your Account > WhatsApp for “Your COHO WhatsApp number is [number]” or “You are connected to WhatsApp with [number]”. Then reload the page and open the form again.
WhatsApp is greyed out in the new message form
Section titled “WhatsApp is greyed out in the new message form”Why it happens: none of the people you picked has a mobile number in COHO.
How to fix it: add a mobile number to the tenant, owner or supplier, then try again. Or choose another medium.
I can’t attach a file to a WhatsApp message
Section titled “I can’t attach a file to a WhatsApp message”Why it happens: the new message form has no Attach file for WhatsApp, and WhatsApp only accepts some file types.
How to fix it: send the first message as text. Then open the conversation and attach the file there. Use JPEG, PNG, WebP, MP4, 3GP, PDF or a common office document; convert anything else (for example to PDF) first.
The text I sent with a file didn’t arrive
Section titled “The text I sent with a file didn’t arrive”Why it happens: files can’t carry text on WhatsApp from COHO. If you type text and attach a file in the same send, only the file goes.
How to fix it: send the text as its own message, then the file. On a credits plan, each uses a credit. See WhatsApp: FAQs.
“This message didn’t send. The number may not have WhatsApp.”
Section titled ““This message didn’t send. The number may not have WhatsApp.””Why it happens: WhatsApp couldn’t deliver your last message, usually because the number isn’t registered on WhatsApp, or is wrong. Any conversation credit it used is given back.
How to fix it: check the person’s mobile number in COHO. If it’s right, contact them another way: COHO Messenger, email or SMS. COHO’s automatic notifications to that number fall back to SMS by themselves.
“This user has opted out of WhatsApp communications.”
Section titled ““This user has opted out of WhatsApp communications.””Why it happens: the person replied STOP to a WhatsApp message from COHO or from you, or turned off WhatsApp notifications in their settings. The opt-out is for their number, everywhere in COHO, so the message box is hidden.
How to fix it: use COHO Messenger, email or SMS. You can’t opt them back in. If they want WhatsApp again, they turn WhatsApp notifications back on in Settings > Subscriptions > WhatsApp Settings (they need a COHO account with that mobile number). See Help someone switch between WhatsApp and SMS.
A tenant gets WhatsApp messages but wants texts (or the other way round)
Section titled “A tenant gets WhatsApp messages but wants texts (or the other way round)”Why it happens: COHO sends many notifications by WhatsApp first. Each person chooses for themselves.
How to fix it: share Help someone switch between WhatsApp and SMS. They can reply STOP, or use WhatsApp Settings to switch everything, or just some types, to SMS.
The person says they can’t find WhatsApp Settings
Section titled “The person says they can’t find WhatsApp Settings”Why it happens: WhatsApp Settings only shows when their COHO profile has a mobile number. If they try to change it without one, COHO says “A mobile number is required to manage WhatsApp notification preferences.”
How to fix it: ask them to add their mobile number to their COHO profile under Your details, or to reply STOP to a WhatsApp from COHO.
“Media could not be processed.”
Section titled ““Media could not be processed.””Why it happens: the person sent a file COHO doesn’t accept: a file type that isn’t on the list (for example ZIP, RTF, HEIC sent as a document, Apple Pages or Numbers files, or OpenDocument spreadsheets), or a file over 20MB. Any caption they sent with it still shows. See What they can send you for the full list.
How to fix it: tell the person their file didn’t come through, and ask them to resend it in a supported format, as a PDF, or by email. If it keeps happening with supported files under 20MB, tell COHO support.
“User attempted to send unsupported message type.”
Section titled ““User attempted to send unsupported message type.””Why it happens: the person sent something WhatsApp doesn’t pass on to businesses (for example a poll). The type is shown in brackets when WhatsApp gives it.
How to fix it: ask them to send it as text, a photo or a document instead.
A person’s WhatsApp reply isn’t in COHO
Section titled “A person’s WhatsApp reply isn’t in COHO”Why it happens:
- They replied to an automatic notification from COHO’s own notifications number. Nobody reads that chat; they get an automatic reply saying so.
- They messaged your WhatsApp number without an existing WhatsApp conversation with you in COHO. Those messages aren’t added.
- You use Coexistence and the chat happened in the WhatsApp Business app. Existing chats aren’t imported, and messages you send from the phone don’t appear in COHO.
- They wrote STOP, which opts them out instead of appearing as a message.
How to fix it: start a WhatsApp conversation with them from the Message Centre + or a WhatsApp tab. Their later replies then come into it.
“Your WhatsApp subscription is not currently active. You cannot send WhatsApp messages.”
Section titled ““Your WhatsApp subscription is not currently active. You cannot send WhatsApp messages.””Why it happens: your organisation’s WhatsApp has ended, been disconnected, or isn’t active yet.
How to fix it: check Your Account > WhatsApp. If it’s disconnected, opt in or connect again. If it says it’s being set up, wait. If it errored, contact COHO support.
I’ve run out of WhatsApp credits
Section titled “I’ve run out of WhatsApp credits”Why it happens: with a COHO-provided number on a credits plan, each message you send, and each attached file, uses a credit, for each recipient. You need enough credits for the whole send, even for replies within 24 hours whose credits are given back afterwards. Credits expire 12 months after they’re added and aren’t topped up automatically.
How to fix it: top up conversation credits. Until then, people’s messages still come in, and automatic notifications keep going; they don’t use credits. See Conversation credits for what uses a credit and what’s free.
There’s no WhatsApp tab
Section titled “There’s no WhatsApp tab”Why it happens: the tab only shows when your WhatsApp is active, to managers, and:
- on a maintenance issue, only when the issue is private;
- on an onboarding, only when it has one tenant.
How to fix it: for a maintenance issue, make it private if that’s appropriate. For a group onboarding, message the applicant from the Message Centre instead. If the tab shows “There is no mobile number set for this user.”, add their mobile number.
My message is too long
Section titled “My message is too long”Why it happens: WhatsApp limits messages to 4,096 characters, or to 1,024 (including “You have received a message from [your organisation].” and “Thank you.”) when the person hasn’t messaged you in the last 24 hours.
How to fix it: shorten the message, or split it into two.
Error messages
Section titled “Error messages”| Message (as shown) | What it means | What to do |
|---|---|---|
| “Set up your payment details before opting in to WhatsApp.” | No payment method saved | Add a card in Your Account |
| “WhatsApp opt-in is temporarily unavailable. Please check back soon.” | No COHO-provided numbers available right now | Connect your own number, or try later |
| “Connecting your own WhatsApp number is not currently available.” | The connect option is switched off | Contact COHO support |
| “WhatsApp provisioning is already in progress or complete for this organisation.” | You’ve already opted in | Check your setup status |
| “WhatsApp terms and conditions must be accepted.” | The terms box wasn’t ticked | Tick it and try again |
| “WhatsApp connection cannot be completed for this organisation in its current state.” | WhatsApp is already active, being set up or being disconnected | Wait, or disconnect first |
| “An error has occurred while setting up your WhatsApp integration, please contact support” | Setting up a COHO-provided number failed | Contact COHO support |
| “You do not have permission to manage integrations for this organisation” | Your role can’t change integrations | Ask an admin for write permission for Integrations |
| “You do not have permission to manage subscription billing for this organisation” | Your role can’t add paid services | Ask an admin for Change subscription and packages |
| “You do not have permission to view organisation settings for this organisation” | Your role can’t see usage | Ask an admin for view permission for Organisation settings |
| “A disconnection request is already in progress.” | You’ve already disconnected | Wait a few moments |
| “There is no scheduled WhatsApp opt-out to cancel.” | Nothing is waiting to end | Nothing to do |
| “Usage export date range cannot exceed 12 months.” | The CSV date range is too long | Pick up to 12 months |
| “Your organisation does not have an active WhatsApp connection.” | WhatsApp isn’t active | Check Your Account > WhatsApp |
| “There is no mobile number set for this user.” | The person has no mobile number | Add one |
| “This user has opted out of WhatsApp communications.” | They opted out | Use another medium |
| “This mobile number has opted out of WhatsApp notifications.” | The lead opted out | Leave WhatsApp unticked; they’ll get SMS |
| “A telephone number is required for WhatsApp lead communication.” | The lead has no mobile number | Add one, or don’t use WhatsApp |
| “WhatsApp as the main channel can only be chosen when the lead conversation is first created.” | The lead already has a conversation | Edit the lead to switch it instead |
| “WhatsApp is pending activation on your subscription.” | Your WhatsApp isn’t ready yet | Wait for setup to finish |
| “WhatsApp is only available for private maintenance issues” | The issue is shared | Make it private, or use the issue’s conversations |
| “WhatsApp is only available for onboardings with a single tenant” | Several tenants on the onboarding | Use the Message Centre |
| “WhatsApp conversations must have exactly one recipient” | WhatsApp is one-to-one | Send to one person per conversation |
| “WhatsApp conversations cannot be broadcasts.” / “WhatsApp conversations must allow replies.” | Broadcast or no-replies chosen | Turn those off |
| “Recipient has no phone number for WhatsApp” | No mobile number | Add one |
| “Your message is empty” | Nothing to send | Type a message or attach a file |
| “[file] cannot be sent via WhatsApp. Supported types include JPEG, PNG, WebP, MP4, 3GP, PDF, and common office documents.” | Unsupported file | Convert it, or send by email |
| “Message exceeds the WhatsApp 1024 character limit.” / “Message exceeds the WhatsApp 4096 character limit.” | Too long | Shorten or split it |
| “Not enough WhatsApp credits” / “You need [n] WhatsApp conversation credits for this send but do not have enough. Please top up to continue.” | Not enough credits | Top up |
| “A mobile number is required to manage WhatsApp notification preferences.” | The person’s profile has no mobile number | They add one, or reply STOP |
| “This message didn’t send. The number may not have WhatsApp.” | Delivery failed | See above |
| “Media could not be processed.” | An incoming file failed | See above |