# WhatsApp messages do not arrive

> Check the number status in Channels > WhatsApp. A Disconnected or Failed number needs Reconnect. Outside the 24-hour window, send an approved template.

Source: https://useline.io/help/troubleshooting/whatsapp-not-receiving  
Section: Troubleshooting  
Last updated: 2026-11-05

If WhatsApp messages do not arrive in the Inbox, first check the status of the number. If you cannot send to a customer, the 24-hour service window is often closed.

## Check the number status

1. Go to **Channels**, then open **WhatsApp**.
2. Select the number.
3. Find **Status** in **Details**.

| Status | What to do |
|---|---|
| **Live** | The number works. Go to the next section. |
| **Setting up** | Meta has not finished the setup. Select **Setup checklist** and complete each item. |
| **Disconnected** or **Failed** | Meta disconnected the number. Select **Reconnect** and complete the Facebook steps again. You need the **Owner** or **Admin** role. |

Also check **Quality** and **Messaging limit**. Meta sets them. The messaging limit is the number of customers that the number can start conversations with each day.

## Customer messages do not show in the Inbox

- Open **My Inbox**, not a channel view or a folder. Check the **Closed** tab too.
- Send a test message to the number. Use the chat link on the number's **Configuration** tab.
- If you connected with **Connect an existing WhatsApp Business Account**, check that the WhatsApp Business app is still active on the phone.

A customer message always goes into the Inbox, even when no workflow replies to it.

## You cannot send a reply

**The composer says the service window has closed.** WhatsApp allows a free-form reply only for 24 hours after the customer's last message. After that, send an approved template, or wait for the customer to message again.

**"No approved templates are available."** Make a template on the number's **Templates** tab and submit it to Meta. You can send it after Meta approves it. See [Use message templates](https://useline.io/help/messaging/message-templates).

**A template is Rejected.** Open the number's **Templates** tab. The row shows Meta's reason. Select **Edit and resubmit**.

**The customer sent STOP.** Line stops WhatsApp messages to a customer who sends STOP, STOPALL, UNSUBSCRIBE, CANCEL, END or QUIT.

**You cannot attach a file.** Files are not available while the service window is closed. Use a template.

## Your agent does not reply on WhatsApp

A workflow decides who answers each message. Open the number and find **Handled by**. Select **Edit workflow** to check the workflow.

## Still not working

Contact support@useline.io. Include the WhatsApp number and the time of a missing message.

## Related articles

- [Connect WhatsApp and reply to customers](https://useline.io/help/messaging/whatsapp.md): Connect a WhatsApp Business number through Meta, then answer chats in the Inbox. Outside the 24-hour service window, you must send an approved template.
- [Use message templates](https://useline.io/help/messaging/message-templates.md): Save replies you send often as templates in Channels > SMS > Templates, then insert them in the Inbox. WhatsApp templates also need Meta approval.
- [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it.
- [Calls do not ring](https://useline.io/help/troubleshooting/calls-not-ringing.md): Check your status, the browser tab and sound, the call workflow of the number, and your credits. Line rings only Available people in a Ring step.