Troubleshooting
Quick fixes for the issues merchants hit most often. Start with the Logs to see exactly what happened to a given message — the delivery status and failure reason usually point straight at the cause.
A message didn’t send
Section titled “A message didn’t send”When a flow or campaign message doesn’t go out, check these in order. The Failed rows in Logs show the reason for each.
| Cause | What’s happening | Fix |
|---|---|---|
| Template not approved | The message template is still pending or was rejected by Meta. Sends fail until it’s approved. | Wait for Meta’s review, or edit the template if it was rejected. See Templates & approval. |
| No Meta payment method | Meta charges per conversation; without a payment method on the WhatsApp Business Account, Meta blocks sends. | Add a payment method to your WhatsApp Business Account in Meta Business settings. |
| No phone number | The order or contact has no usable WhatsApp number. | Require a phone number at checkout via the Checkout Gate. |
| Customer opted out | The customer replied STOP and is suppressed from marketing. | Expected behaviour — opted-out customers are excluded from campaigns. See Opt-outs. |
| Monthly cap reached | Your plan’s monthly message cap is used up. | Upgrade your plan, or wait for the next billing month. See Plans. |
| Number blocked | The recipient is on your Blocked Contacts list. | Unblock the number from the Blocked Contacts tab if it was blocked by mistake. |
WhatsApp connection expired
Section titled “WhatsApp connection expired”If the Dashboard shows a WhatsApp connection expired (or permission missing) banner, Meta’s access token is no longer valid and sending has stopped.
Fix: open Settings, select Reconnect with Meta on the Connect WhatsApp card, and complete Meta’s signup using the same number. See WhatsApp number.
Meta’s tokens last about 60 days, so plan to reconnect periodically. WhatPro warns you when a token is close to expiring.
App embed not active
Section titled “App embed not active”If the chat button, newsletter popup, or Checkout Gate doesn’t appear on your storefront, the theme app embed is likely turned off.
Fix: in Shopify Admin, go to Online Store → Themes → Customize → App embeds and enable the WhatPro embed. Save and reload your storefront.
Reducing fake orders
Section titled “Reducing fake orders”Fake or mistyped phone numbers on cash-on-delivery orders waste sends and skew your numbers. The Checkout Gate requires customers to verify their phone with a one-time code (OTP) before they can place an order, which filters out invalid numbers and reduces fraudulent COD orders.
Fix: enable the Checkout Gate and review the OTP Verification tab in Logs to confirm verifications are happening.
Still stuck?
Section titled “Still stuck?”The dashboard’s Support channels card links to the setup guide, a WhatsApp support chat, and email support. Have your store domain and the relevant log row ready so support can find the message quickly.