Troubleshooting

Symptoms: Instance shows "Offline" or "Disconnected". Messages not sending.

Fix:
1. Go to Dashboard → Connections.
2. Click on the disconnected instance.
3. Click Scan QR Code.
4. Open WhatsApp on your phone → Linked Devices → Link a Device → scan.
5. Wait 10-15 seconds for the status to turn green.

If QR doesn't appear:
• Click Delete Instance and create it again from scratch.

Prevention:
• Keep your phone charged and connected to the internet.
• Don't use WhatsApp Web on a browser while connected here (conflict).
• WABA instances don't have this issue.

Check these things in order:

✓ Is the automation set to Active (not Draft)?
✓ Is the automation linked to the correct WhatsApp instance?
✓ Does the trigger keyword match exactly what the user is typing?
  - "Exact Match" is case-insensitive but must match completely.
  - "hi " (with a space) won't match "hi".
✓ Is the WhatsApp instance Online?
✓ Is there another automation with a Fallback trigger intercepting the message?
✓ Is the user stuck in an active session from a previous automation?
  - Use End Session from the chat toolbar.

1. Check your Spam/Junk folder first.
2. Make sure you entered the correct email address.
3. For OTP: Click Resend Code on the verification page. Codes expire in 10 minutes.
4. For invitations: Ask the sender to resend from Settings → Team.
5. Wait up to 5 minutes — SMTP delays can occur.

If emails never arrive, contact support from the website.

1. Check the instance is Online (green dot in Connections).
2. Verify the phone number format: country code + number (no + sign, no spaces).
   • Correct: 923001234567
   • Wrong: +92-300-1234567
3. For media messages: ensure the file URL is publicly accessible (not behind login).
4. For WABA instances: first-time messages to a new contact MUST use an approved template.
5. Check if you've hit your daily message limit on WhatsApp.

1. Verify the AI is enabled in Settings → AI Agent.
2. Check your API key is valid and has usage credits remaining.
3. Make sure there's no active automation session blocking the AI
   (end it from the inbox using the End Session button).
4. Check that the AI toggle in the chat is turned ON (brain icon in chat toolbar).
5. Try a different model or provider to isolate the issue.