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Find your problem below. Each answer is short and links to the page with the detail. If nothing here helps, contact support.

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Replying and templates

The box where you would type says which of these it is.
  • More than 24 hours have passed since the customer last wrote. WhatsApp only carries an approved template until they write again. Choose Send a template.
  • Typed replies are switched off for your workspace. Reply from the WhatsApp Business app on your phone, or send a template or another action. An owner or admin can switch typed replies back on under Settings, General.
  • Nothing can be sent at all. The number is paused or has been removed, or sending is paused for the workspace. The box gives the reason.
See How WhatsApp messaging works.
Open the template under Templates. Its status is Rejected and Meta’s reason is shown. Change what the reason points to and choose Resubmit to Meta. Meta reviews it again, usually within a few minutes.A template marked Paused was paused by Meta after poor feedback from customers. The pause lifts by itself after a few hours.Owners and admins only. See Templates overview and Create a template.

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Broadcasts

A broadcast stops when Meta refuses in a way that would fail for everyone, such as a paused template, a restricted account or a billing problem at Meta. Open the broadcast to see the reason.Once it is put right, choose Resume to carry on with the people not yet tried. Nobody is sent to twice.See Reach and results.
Each plan covers a number of different contacts you can broadcast to in a calendar month. A broadcast that would go past it cannot be sent until the month turns or the plan changes.See Reach and results and Plans.

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The phone app

In the app, open the Settings tab, then Notifications, and choose Allow notifications. If your iPhone asks for permission, allow it. If the row says Off, tap it to open your iPhone’s settings and allow notifications for the app there.Then check the switches under Tell me about.See Phone notifications.
You need to accept your invitation first. Open the invitation email, choose Accept invitation, and join. Then sign in to the app with that same email address.Invitations last seven days. If yours has expired, ask the person who invited you for a new one.See Get the phone app.
The phone app is for iPhone only. There is no Android app. Use the web app at app.msgcompanion.com instead.

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WhatsApp numbers

Try these in order.
  • The Meta window closed before finishing. Nothing was changed. Choose Continue with Facebook and go through it again.
  • The Meta window never opened, or Companion keeps waiting. A browser that blocks trackers can stop the window reporting back. Allow facebook.com for Companion, or use another browser, then choose Start again.
  • Meta finished without a phone number. Try again, and when Meta asks, add or pick the number your business uses.
  • Your plan’s numbers are all connected. Remove a number you no longer use, or move up a plan.
  • The number is on ordinary WhatsApp. Move it to the free WhatsApp Business app first.
  • Meta did not accept a step. The message quotes what Meta said. Try again, and if it repeats, send that message to support.
Owners and admins only. See Connect your WhatsApp number.
Meta does not deliver chargeable messages until there is a payment method on your WhatsApp Business account. Add a card in Meta’s billing settings.Then check the number on the WhatsApp page. If its health says Not sending, choose Reconnect. If it says Paused, choose Resume number. If it says Restricted, open WhatsApp Manager to see what Meta is asking for.See Connect your WhatsApp number and What Meta charges.
Contacts and past chats are copied from the WhatsApp Business app while it is open. Keep the app open on the phone for a few minutes. The number shows Syncing history until it finishes.

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Plans and billing

When a trial ends, you have three more days to choose a plan. After that, sending pauses: messages, broadcasts and workflows. Messages from customers still arrive and nothing is deleted.The owner chooses a plan under Settings, Billing, and sending starts again. If you are not the owner, ask them.The same happens if a payment for your plan fails and the card is not updated within 14 days.See Free trial and Manage your plan.
Nothing is switched off. You keep what you have and cannot add more of that thing until something changes.Only the owner can change the plan. See Plans and Manage your plan.
Meta charges for some WhatsApp messages and bills you directly. It will not deliver chargeable messages without a payment method on your WhatsApp account. See What Meta charges.

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Getting around

You only see the sections your role can open. A rep does not have Contacts, Broadcasts or Analytics, and only owners and admins have WhatsApp, Website chat and Integrations. See Find your way around and Roles.
Open the menu under your name at the bottom of the sidebar and choose Setup guide. Owners and admins only. See Quickstart.
Check the status page, then contact support.