WhatsApp access lasts 60 days and renews by itself
When you connect a number in Meta’s window, Meta gives xconversions access to it for 60 days. xconversions renews that access for you: from ten days before it ends, twice a day, until it works. Normally you never notice.
A renewal can fail, usually because xconversions was removed from your business in Meta Business Settings, under Integrations, and sometimes because Meta refuses it. From then on only you can put the access back, by reconnecting. It takes a minute.
The warnings
An access that comes within seven days of its end has not been renewed. xconversions then says so in four places, in amber, until the number is reconnected.
| Where | What it says |
|---|---|
| On the number’s card, on Channels | A panel headed WhatsApp access for this number ends in 5 days, then WhatsApp access for this number ends tomorrow and WhatsApp access for this number ends today, with the Reconnect button. |
| In a banner at the top of every screen | +0005550300 stops sending in 5 days unless it is reconnected, with Reconnect, which opens Channels at that number. People who cannot open Channels read Ask a workspace admin to reconnect it. |
| In Notifications, the bell | The number, with needs reconnecting: WhatsApp access ends in 5 days. A new line each day, for people who can open Channels. |
| By email | One email to the workspace’s first admin, with the day the access ends and what to do. |
Once the access has ended, the same places turn red. The panel is headed WhatsApp access for this number has ended, the card’s line Sending reads Access ended: reconnect it, and the banner says +0005550300 has stopped sending: its WhatsApp access has ended. Nothing can be sent from the number until it is reconnected. A message somebody tries to send fails with this number is not allowed to send; reconnect it in Channels, followed by WhatsApp’s code in brackets.
Reconnect the number
Open Channels and find the number.
Reconnect on the banner at the top of any screen brings you straight to it.
Press Reconnect on the panel.
Meta’s window opens, as when you first connected the number. xconversions already tells Meta whether the number stays on the WhatsApp Business app. If the line beside the button reads Ready. Press the button again to open Meta’s window., press once more.
In Meta’s window, sign in and choose the same business, the same WhatsApp Business Account and the same number.
The screens are the ones described in Connect a WhatsApp number.
Finish.
Channels opens again with +0005550300 is connected. It can send and receive now. The panel and the warnings go, and the 60 days start again.
Everything is kept: your conversations, your contacts, your templates, your campaigns and workflows, your agent and your settings. It is the same number on the same card, and it does not take a second place on your plan.
If the button on the panel reads Ask us to connect WhatsApp instead, numbers on your workspace are connected by our team: press it, and the request goes to us.
A number Meta disconnected
A status of Disconnected is a different case: the number itself was taken off the WhatsApp Business Platform. Messages sent to it no longer reach your agent, and nothing can be sent from it. The workspace’s first admin gets an email when it happens.
On a number that stays on the WhatsApp Business app, the usual reason is that nobody opened the app on the phone for about two weeks. The card says so in red, under Also answered from the phone.
On a shared number, open the WhatsApp Business app on the phone first.
On Channels, choose the WhatsApp Business card and connect the number again.
Do it the same way as the first time, with the same answer at the first question: see Connect a WhatsApp number.
Check the card.
The number comes back on its own card with the status Connected. Every conversation is still there, and campaigns and workflows that sent from it keep it.
xconversions warns you before this happens. After ten days without a message sent from the app, the number’s card and a banner at the top of every screen say so, and the first admin gets an email: see A number shared with the phone.
A number also shows Disconnected when its WhatsApp Business Account was deleted at Meta, or when xconversions was removed from your business in Meta Business Settings. Connect it again in the same way.
Good to know
- Who can reconnect: people with the Numbers and integrations access, who can also sign in to Facebook for the business.
- Reconnecting changes nothing for your customers: same number, same conversations.
- A reply that could not go while the access had ended is not sent again by itself. After reconnecting, write it again from the Inbox, while the 24-hour window is open.