WhatsApp Connection Issues
Solutions for connection problems, token reconnection, webhooks, and messages not appearing.
WhatsApp Connection Issues
If your WhatsApp Business number is not connecting to Trochai, or if an existing connection has stopped working, follow the checks in this guide to restore service.
WhatsApp Won't Connect
If you are attempting to connect a WhatsApp Business number for the first time and the process does not complete, review the following points:
Checklist
Verify Meta Business Manager
Your Meta Business Manager account must be verified. Meta requires business verification to use the WhatsApp Cloud API. You can check the status at business.facebook.com under Settings > Business Verification.
If verification is pending, you will not be able to complete the connection until Meta approves it.
Check Facebook Account Permissions
The Facebook account you use to connect must have an Admin role in Meta Business Manager. Accounts with Employee or Analyst roles do not have sufficient permissions to authorize the connection.
Phone Number Must Not Be In Use
The phone number you want to connect cannot be actively registered on another WhatsApp platform (such as the regular WhatsApp Business app or another CRM). You must disconnect it from the previous platform before registering it with Trochai.
If the number is linked to the WhatsApp Business app for your team's personal use, check with your administrator before disconnecting it. Trochai supports coexistence with the WhatsApp Business app, but the initial setup must be done correctly.
Disable Popup Blocker
The connection process opens a Facebook popup window for authorization. If your browser blocks popups, the process will silently fail.
Allow popups for trochai.com and facebook.com in your browser settings, then try again.
Use a Compatible Browser
We recommend Google Chrome or Microsoft Edge in their latest version. Some browsers with strict privacy settings (like Brave) may interfere with the Facebook authorization flow.
Expired Access Token
The WhatsApp connection uses an access token provided by Meta. This token can expire if:
- Meta revokes access due to security changes in your Business Manager account.
- You or someone on your team modifies the app configuration in Meta for Developers.
- More than 60 days passed without activity on certain token types.
How to Identify an Expired Token
You will see clear indicators when the token has expired:
- In Settings > WhatsApp Channels, the channel will show an error status.
- In the Templates section, you will see the message: "WhatsApp access token expired".
- Messages sent from the inbox will not reach the recipient.
How to Reconnect
Go to Settings
Navigate to Settings > WhatsApp Channels.
Reconnect the Channel
Click the Reconnect button next to the affected channel. The Facebook window will open for reauthorization.
Complete Authorization
Sign in with the same Facebook account you originally used and grant the requested permissions.
Verify the Connection
After reconnecting, send a test message from the inbox to confirm the connection is working properly.
Messages Not Appearing in the Inbox
If messages that your customers send via WhatsApp are not appearing in the Trochai inbox, the issue may be with the webhook configuration.
Possible Causes
-
Webhook not configured: If you connected WhatsApp manually (without the integrated registration), it is possible the webhook is not correctly pointed to the Trochai server.
-
Inactive channel: If the channel is marked as inactive, incoming messages will be silently discarded. Verify that the channel appears as active in Settings > WhatsApp Channels.
-
Temporary server issue: In rare cases, a temporary failure can cause some messages not to be processed. These events are logged internally and monitored by the Trochai team.
-
Incorrect phone number: If the
phone_number_idconfigured in Meta does not match the one registered in Trochai, messages cannot be linked to the correct channel.
Diagnostic Steps
Verify Channel Status
Go to Settings > WhatsApp Channels and confirm that your channel appears as Active.
Send a Test Message
Ask someone to send a message to the connected number. Wait at least 30 seconds and reload the inbox.
Check the Templates Section
Go to Templates in the sidebar menu. If you see an error like "No WhatsApp channel connected" or "WhatsApp Business Account ID missing", this confirms that the connection has an issue that needs to be fixed.
Contact Support
If after checking the points above messages are still not appearing, contact the support team with your organization name and the approximate time the missing messages were sent.
Incoming WhatsApp messages are processed in real time. If the connection is working correctly, messages should appear in the inbox within 1-2 seconds of being sent.
Issues with Multiple Channels
If your organization has more than one WhatsApp number connected, make sure that:
- Each channel has a unique and different
phone_number_id. - Both channels are marked as Active.
- The channel filter in the inbox is not hiding conversations from the channel you are looking for.
Next Steps
- If the connection works but messages are not being delivered, see Messages Not Delivering.
- If you cannot send messages because the window is closed, see 24-Hour Window Issues.
- For initial WhatsApp setup, see Connect WhatsApp.