When a number has a problem · Help center

Start with the status

Open Channels, under Setup in the menu. Each number’s card carries its status at the right of the first line, and the line Sending gives the one reason that matters. Manage your numbers describes the whole card.

A number’s card on Channels with its status, Connected, ringed, above the lines Receiving, Sending and Answered by.

Status	What is wrong	The way out
Connected	Nothing with the number. If messages still fail, the cause is elsewhere.	A message does not send.
Pending	WhatsApp has not finished setting the number up.	Wait. If it has not changed after a day, write to us.
Registering	A payment method has arrived and the number is being registered.	Wait a few minutes.
Needs a card	The WhatsApp Business Account behind the number has no payment method, so WhatsApp delivers nothing from it.	Add a payment method at Meta.
Payment problem	The number was working and WhatsApp could not charge the account. Sending is on hold; what was queued waits.	Fix the card at Meta: Add a payment method at Meta.
Disconnected	The number is off the WhatsApp Business Platform, its account was deleted, or xconversions was removed from your business at Meta. Nothing is sent or received.	Connect it again: Reconnect a number.
Needs attention	WhatsApp refused the number: it could not be registered, or Meta banned or disabled the number or its account.	See Needs attention, below.

The banners about a number

A problem with a number is also said in a banner at the top of every screen, so the person who can fix it sees it wherever they are. People who cannot open Channels are told to ask a workspace admin.

The banner says	What it means	The way out
You have no number connected	Nothing can arrive or be sent.	Connect number: see Connect a WhatsApp number.
Your number is with Meta	The number is connected and not working yet. Nothing for you to do.	Track status opens Channels.
Your number needs attention	WhatsApp refused the number.	See Needs attention.
+0005550300 cannot send yet — its WhatsApp account needs a payment method	Meta has no card to charge.	Sort it out: see Add a payment method at Meta.
+0005550300 stops sending in 5 days unless it is reconnected	The number’s WhatsApp access could not be renewed.	Reconnect: see Reconnect a number.
+0005550300 has stopped sending: its WhatsApp access has ended	The access has ended. Nothing is sent from the number.	Reconnect: see Reconnect a number.
Open the WhatsApp Business app on the phone	On a number that stays on the WhatsApp Business app, nothing has been sent from the app for more than ten days. After about two weeks without it, Meta disconnects the number.	Open the app on the phone. See A number shared with the phone.

When a free trial has ended, only the banner about the trial is shown: the others come back once a plan is active.

Needs attention

This status means WhatsApp said no, and waiting will not change it. The line Sending reads refused by WhatsApp. There are two causes.

Meta banned or disabled the number or its WhatsApp Business Account. Meta writes the reason in WhatsApp Manager, and offers a review there when it allows one. If Meta lifts the ban, the status returns to Connected by itself.
The number could not be registered with WhatsApp after its payment method arrived. That needs our team: write to us.

The card does not say which of the two it is. Look in WhatsApp Manager first, then write to us with what you found.

Connected, and messages still fail

A number Meta has limited or rated low keeps the status Connected. The sign is in the messages: they fail with reasons such as WhatsApp is limiting this number because earlier messages were blocked or reported or Meta has restricted this number.

xconversions does not show the number’s quality rating or its messaging limit. Both are in WhatsApp Manager, and Messaging limits and quality explains what moves them. Every other reason is in A message does not send.

On a number that stays on the phone

What happens	Why	What to do
The AI agent stops answering one customer	Somebody replied to that customer from the phone. The conversation is then held by a person.	Press Hand back in the conversation.
The number is Disconnected	Usually, nobody opened the WhatsApp Business app for about two weeks.	Open the app, then connect the number again: Reconnect a number.
Earlier conversations are missing	WhatsApp offers them only during the first 24 hours after connecting.	See Bring your earlier conversations across.

Who to ask

The problem is about	Ask	How
A card, a charge, an invoice for WhatsApp messages	Meta	In WhatsApp Manager, under Billing. To be walked through adding a card, press Help me do it on the number’s card.
A ban, a restriction, the quality rating, the display name, business verification	Meta	In WhatsApp Manager and Meta Business Suite. Business verification says what Meta checks.
Connecting, reconnecting, a status that does not change, a message this page does not explain	Us	Press the round help button, Get help, and choose WhatsApp connection in the Help panel. See Get help.

When you write to us, give the number, its status, the exact sentence on the screen and since when. You can follow the answer in the same panel: see Follow a request.