---
title: "Problems with Sending Messages on WhatsApp"
description: "When a user reaches out about unusual message-sending failures and you're not sure how to proceed, follow the steps below."
canonical_url: https://chatfuel.com/docs/whatsapp/problems-with-sending-messages-on-whatsapp
markdown_url: https://chatfuel.com/docs/whatsapp/problems-with-sending-messages-on-whatsapp.md
last_updated: 2026-03-02
lang: en
site: https://chatfuel.com/docs
llms_txt: https://chatfuel.com/llms.txt
---

# Problems with Sending Messages on WhatsApp

When a user reaches out about unusual message-sending failures and you're not sure how to proceed, follow the steps below.

When a user reaches out about unusual message-sending failures and you're not sure how to proceed, follow the steps below. Always ask the user for a screenshot or a screen recording of every key step — they can easily miss something.

## Step 1: Check Business Portfolio and WABA status [#step-1-check-business-portfolio-and-waba-status]

Go to the [WhatsApp Manager partner home](https://business.facebook.com/latest/whatsapp_manager/) and check the status of the Business Portfolio and WABA.

* If the **WABA is banned**, the user can request a review in [Meta Support Home](https://business.facebook.com/business-support-home).
* If the **Business Portfolio isn't verified**, ask the user to [verify it](https://chatfuel.com/docs/whatsapp/verify-your-meta-business-account). They can do this in Chatfuel → Settings → WhatsApp by uploading documents in the Chatfuel UI, or directly in Meta in [Business Info settings](https://business.facebook.com/latest/settings/business_info). For more details on verification and other connection blockers, see [Troubleshooting Phone Connection Issues](https://chatfuel.com/docs/whatsapp/troubleshooting-phone-connection-issues).
* If neither the WABA nor the Business Portfolio can be found, it means Chatfuel no longer has access to them. Ask the user to reconnect their WABA and phone number.

## Step 2: Verify the phone number exists [#step-2-verify-the-phone-number-exists]

Manually verify that the failing phone number is a real WhatsApp account. Open `https://wa.me/<phone_number>` (replace `<phone_number>` with the actual number). Does it open a WhatsApp chat? If not, the user likely imported a non-existent number or entered the number in the wrong format.

Also keep in mind that messages may fail due to the [24-hour messaging window](https://chatfuel.com/docs/whatsapp/24-hour-messaging-window) — if the conversation window has expired, the business cannot send free-form messages until the user writes again.

## Step 3: Sync data in Chatfuel [#step-3-sync-data-in-chatfuel]

Click the **Sync data** button in Chatfuel (found in Settings → WhatsApp) to refresh the connection state.

## Step 4: Check CoEx number connection [#step-4-check-coex-number-connection]

Is Chatfuel connected to the number? Ask the user to open the WhatsApp Business app → Settings → Account → Business Platform and send a screenshot.

If Chatfuel is not listed as the connected platform, ask the user to [reconnect the phone number](https://chatfuel.com/docs/whatsapp/connect-whatsapp-business-app-number) to Chatfuel.

## Step 5: Confirm the phone number is Active in WhatsApp Manager [#step-5-confirm-the-phone-number-is-active-in-whatsapp-manager]

In the user's WhatsApp Manager (open it via Chatfuel → Settings → WhatsApp → WhatsApp Manager), confirm the connected phone number status is **Active**.

If the status is not Active:

1. Ask the user to open [WhatsApp Account settings](https://business.facebook.com/latest/settings/whatsapp_account) → **Partners** and remove Chatfuel from the partner list.
2. Then go to Chatfuel → Settings → WhatsApp and reconnect the phone number.