> ## Documentation Index
> Fetch the complete documentation index at: https://docs.msgcompanion.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Quick fixes for the most common snags, with links to the fuller pages.

Find your problem below. Each answer is short and links to the page with the detail. If nothing here helps, [contact support](/help/contact-support).

## Replying and templates

<AccordionGroup>
  <Accordion title="I cannot type a reply to this customer">
    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](/get-started/how-whatsapp-messaging-works).
  </Accordion>

  <Accordion title="Meta rejected my template">
    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](/templates/overview) and [Create a template](/templates/create-a-template).
  </Accordion>
</AccordionGroup>

## Broadcasts

<AccordionGroup>
  <Accordion title="My broadcast stopped">
    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](/broadcasts/reach-and-results).
  </Accordion>

  <Accordion title="I cannot send a broadcast because of reach">
    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](/broadcasts/reach-and-results) and [Plans](/billing/plans).
  </Accordion>
</AccordionGroup>

## The phone app

<AccordionGroup>
  <Accordion title="I am not getting notifications on my phone">
    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](/phone-app/notifications).
  </Accordion>

  <Accordion title="The app says I am not in a workspace">
    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](/phone-app/get-the-app).
  </Accordion>

  <Accordion title="I cannot find the app for Android">
    The phone app is for iPhone only. There is no Android app. Use the web app at [app.msgcompanion.com](https://app.msgcompanion.com) instead.
  </Accordion>
</AccordionGroup>

## WhatsApp numbers

<AccordionGroup>
  <Accordion title="My number will not connect">
    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](/get-started/connect-whatsapp).
  </Accordion>

  <Accordion title="My number is connected but messages are not delivered">
    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](/get-started/connect-whatsapp) and [What Meta charges](/billing/meta-charges).
  </Accordion>

  <Accordion title="My old chats have not come across">
    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.
  </Accordion>
</AccordionGroup>

## Plans and billing

<AccordionGroup>
  <Accordion title="Sending has paused after my free trial">
    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](/billing/free-trial) and [Manage your plan](/billing/manage-your-plan).
  </Accordion>

  <Accordion title="We have hit a plan limit">
    Nothing is switched off. You keep what you have and cannot add more of that thing until something changes.

    | Limit | What to do |
    | - | - |
    | Seats | Add a seat under **Settings**, **Billing**, or remove a member first. |
    | WhatsApp numbers | Remove a number you no longer use, or move up a plan. |
    | Workflows switched on | Pause one, or move up a plan. |
    | Forms | The template is saved as a draft. Move up a plan to submit it. |
    | Integrations | Disconnect one, or move up a plan. |
    | Broadcast reach | Wait for the next calendar month, or move up a plan. |

    Only the owner can change the plan. See [Plans](/billing/plans) and [Manage your plan](/billing/manage-your-plan).
  </Accordion>

  <Accordion title="Why do I need to add a card at Meta?">
    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](/billing/meta-charges).
  </Accordion>
</AccordionGroup>

## Getting around

<AccordionGroup>
  <Accordion title="I cannot see a section a colleague has">
    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](/get-started/find-your-way-around) and [Roles](/team/roles).
  </Accordion>

  <Accordion title="I hid the setup guide and want it back">
    Open the menu under your name at the bottom of the sidebar and choose **Setup guide**. Owners and admins only. See [Quickstart](/get-started/quickstart).
  </Accordion>

  <Accordion title="Something looks broken for everyone">
    Check the [status page](https://status.msgcompanion.com), then [contact support](/help/contact-support).
  </Accordion>
</AccordionGroup>

## Related

* [Contact support](/help/contact-support)
* [How WhatsApp messaging works](/get-started/how-whatsapp-messaging-works)
* [Connect your WhatsApp number](/get-started/connect-whatsapp)
* [Phone notifications](/phone-app/notifications)


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