Before you start
Most problems can be avoided by checking this before you connect.
With the phone app
- Use the WhatsApp Business app, not regular WhatsApp. It must be up to date (version 2.24.17 or newer).
- The number must already have real activity in the app, meaning chats with customers.
- Do the connection from another device (a computer or a second phone). The confirmation code arrives inside the WhatsApp Business app on the phone that has the number.
- Keep the phone nearby, with the app open and an internet connection the whole time.
- Sign in to Facebook with an account that manages your Meta business portfolio, and make sure that portfolio has a confirmed business email.
- On the last Meta screen, click Finish. You add the payment method afterward.
- After connecting, open the phone app at least every 14 days or Meta disconnects the connection.
With a new number
- Use your own number, with its country code. Short codes do not work.
- The number must be able to receive a text message or a call. A landline works with a call.
- The number must not be active in any WhatsApp app. If it is, that account has to be deleted first and its history is lost.
- WhatsApp must not have blocked it.
- An unverified business portfolio allows up to 2 numbers. With business verification, up to 20.
- Pick a display name that matches your real business.
- Sign in to Facebook with an account that manages your business portfolio.
- On the last Meta screen, click Finish. You add the payment method afterward.
Errors Renaska shows you
Messages you see in Renaska when the connection does not complete.
I finished in Meta but Renaska does not show my numberBoth ways
What you see
The Meta window closed, but your number does not appear in Renaska, or you see a message that the connection is incomplete.
Why it happens
The Finish button on the last Meta screen was not clicked. For example, the payment method option was chosen instead. That way the window never tells Renaska you are done.
How to fix it
- Connect again from Renaska: Settings › Modules › AI Chats & Calls › Channels.
- On the last Meta screen, click Finish. Do not choose to add the payment method there.
- Add the payment method afterward, from your WhatsApp account in Meta.
- With the phone app: if Meta no longer asks for the QR code because you already scanned it and the retry does not complete, disconnect from the app (the Business platform option in the app's account settings) and connect again from Renaska.
Meta says connected, but Renaska has no accountWith the phone app
What you see
The phone app shows it as connected to a business platform, but Renaska has no WhatsApp account.
Why it happens
The connection was completed from a Meta link instead of from Renaska. Meta registered the number, but Renaska was never told.
How to fix it
- In the WhatsApp Business app, open the account settings and choose the Business platform option to disconnect.
- Wait about 15 minutes.
- From another device, sign in to Renaska and connect from Settings › Modules › AI Chats & Calls › Channels.
Renaska did not find a number to connectBoth ways
What you see
You finish the Meta process and Renaska says it did not find any number.
Why it happens
With the phone app: there is no active number in the WhatsApp Business app on that account. With a new number: adding the number in the Meta window was not completed. In both cases, the number may also already be connected in Renaska.
How to fix it
- With the phone app: confirm the number is active in the WhatsApp Business app and that you used the right WhatsApp account.
- With a new number: repeat the process and finish adding and verifying the number before you click Finish.
- In Renaska, check Channels to see whether the number already appears as connected in your company.
- If it does not appear in your company, it may be connected in another Renaska company. See the problem "The number is already connected in another company".
There is more than one number or more than one accountBoth ways
What you see
Renaska says it found several active numbers or several WhatsApp accounts and cannot tell which one to connect.
Why it happens
There is more than one active number in the app, or more than one WhatsApp account was selected in the Meta window.
How to fix it
- With the phone app: leave only one active number in the WhatsApp Business app.
- In the Meta window, select only one WhatsApp account.
- Connect again from Renaska.
The number is already connected in another companyBoth ways
What you see
Renaska says that number is already connected in another company.
Why it happens
Renaska does not allow the same number to be connected in two companies at once.
How to fix it
- Switch to the other company in Renaska.
- Go to Settings › Modules › AI Chats & Calls › Channels and disconnect that number there.
- Go back to the company where you want it and connect it.
The account is already connected in this companyBoth ways
What you see
Renaska says that number is already connected in your company.
Why it happens
The number is already in your list of WhatsApp accounts. If you connected it with the phone app, it cannot be connected again as a new number, and you should not do it: that would remove the number from the phone app.
How to fix it
- Check the list of WhatsApp accounts in Settings › Modules › AI Chats & Calls › Channels.
- If the account is listed, it is ready. You do not need to connect it again.
- If something is not working with that account, see "Disconnected for not opening the phone app" or contact us.
- If you want to change how it is connected, contact us before changing anything.
It connected, but the number registration failedNew number
What you see
The account shows up in Renaska, but it does not receive or send messages, or Renaska says the registration failed.
Why it happens
Often the number was previously with another provider, which left a two-step verification PIN behind. Meta may show code 133005.
How to fix it
- If you own the account in Meta's WhatsApp Manager, open Phone numbers, open the number and turn off two-step verification.
- If you do not have access, ask the previous provider to turn it off or to remove the number from their account.
- In Renaska, go to Settings › Modules › AI Chats & Calls › Channels.
- On the account, click the key icon button, "Register number (PIN)", and enter the PIN.
- This button does not appear on accounts connected with the phone app, because they do not need it.
Past chats are not arrivingWith the phone app
What you see
You connected with the phone app, but old chats do not show up in Renaska, or only some do.
Why it happens
History only arrives if you agreed to share it in the Meta window. Meta sends it only once per connection. It can take about 20 minutes before anything arrives, and then hundreds of chats come in within minutes. That is normal.
How to fix it
- Wait a while and do not disconnect while it imports.
- If a retry button appears, use it before the window expires.
- If the window has already expired, disconnect from the phone app (the Business platform option in the app's account settings) and connect again from Renaska. Agree to share the history.
- Having the AI learn from that history is a separate option and it has a cost.
Disconnected for not opening the phone appWith the phone app
What you see
The WhatsApp account is disconnected in Renaska, even though the phone app still works.
Why it happens
With the phone app, Meta disconnects the connection if you do not open the WhatsApp Business app for about 14 days. Renaska warns you at 10 and 12 days.
How to fix it
- Open the WhatsApp Business app on your phone at least once every 14 days.
- To reconnect, disconnect from the app (the Business platform option in the app's account settings).
- From another device, connect again in Renaska: Settings › Modules › AI Chats & Calls › Channels.
The Facebook window will not open or keeps loadingBoth ways
What you see
When you click connect, the Facebook window does not appear, closes by itself or stays loading.
Why it happens
Most often the browser blocks the pop-up window, or an ad blocker stops it. It can also be that you did not sign in with the right Facebook account.
How to fix it
- Use Chrome or Edge on a computer.
- Allow pop-ups for Renaska and for facebook.com. The address bar shows an icon to always allow them.
- Turn off ad blockers for a moment.
- Sign in to Facebook with the account that manages your business portfolio.
- With the phone app, do the connection from another device: the code arrives inside the WhatsApp Business app on the phone that has the number.
- Try again.
Business portfolio and Facebook account
Problems with your Meta business portfolio or your Facebook account.
The business portfolio has no emailBoth ways
What you see
The connection does not move forward when you pick the business portfolio, it drops, or Meta asks you to confirm an email.
Why it happens
The business portfolio has no business email, or the one it has is not confirmed or not valid.
How to fix it
- Go to Meta Business Suite › Settings and open the business information.
- Check the business email. If there is none, edit and enter an email you can access. Save.
- Open that email, find the message from Meta and click the confirmation link. If it does not arrive, check spam or ask for it to be resent.
- Go back to Renaska and connect again.
Meta says you do not have permissionBoth ways
What you see
Meta says you do not have permission to create a WhatsApp account, or your business portfolio does not appear in the list.
Why it happens
The Facebook account you are using does not have full control of the business portfolio. Or you signed in with a different account than the one that manages it.
How to fix it
- Ask a portfolio administrator to give you full control under Settings › People.
- Or sign in to Facebook with the account that does manage the portfolio.
- Go back to Renaska and connect again.
You reached the limit of portfolios or accountsBoth ways
What you see
Meta says you reached the limit of businesses or WhatsApp accounts you can create. It may show code 1690114, 2388098 or 2494067.
Why it happens
Until your business is verified, Meta limits how many portfolios and WhatsApp accounts you can create.
How to fix it
- In the Meta window, pick a portfolio or account that already exists instead of creating a new one.
- If you have an account you no longer use, delete it in Meta.
- Or verify your business in Meta Business Suite, in the security center.
You already have the maximum number of phone numbersNew number
What you see
Meta says you already linked the maximum number of phone numbers allowed for that WhatsApp account.
Why it happens
With an unverified business, each business portfolio allows up to 2 numbers. Once verified, up to 20.
How to fix it
- In Meta's WhatsApp Manager, open Phone numbers and delete one you no longer use.
- Or verify your business in Meta to raise the limit.
- Connect again from Renaska.
Meta restricted your account or portfolioBoth ways
What you see
Meta says your WhatsApp account or business portfolio is restricted, or it will not let you select it. It may show code 2655089, 3441040 or 1357053.
Why it happens
Meta limited the account, usually after a policy review. While the restriction lasts, you cannot connect.
How to fix it
- Read the restriction notice in your Meta account.
- Appeal the decision from Meta Business Support Home.
- Do not create new accounts to replace it: that can make things worse.
- Once Meta lifts the restriction, connect again.
Your business verification is pendingBoth ways
What you see
Meta says your business verification is in progress and must finish before you continue. It may show code 2494030 or 2494143.
Why it happens
You started a business verification and it has not finished yet. With code 2494143, you started the verification with another provider.
How to fix it
- Check the status in Meta Business Suite, in the security center, and wait for it to finish.
- With code 2494143, finish the verification with that provider or ask Meta to do it directly.
- When it is done, connect again in Renaska.
Meta rejected the display nameNew number
What you see
Meta says the name breaks WhatsApp guidelines, or the button to continue stays disabled. It may also say a name review is already in progress.
Why it happens
The display name must match your real business. Meta rejects generic names, names with emojis or names that do not match the business.
How to fix it
- Enter your real business name, without generic words or emojis.
- If a review is already in progress, wait for it to finish before changing it.
- Try again.
Your Facebook account is new or has no two-step verificationBoth ways
What you see
Meta says your Facebook account is too new, that you must turn on two-step verification, or that you signed in from a new device or location. It may show code 2859009, 4612001 or 2859043.
Why it happens
To create a business account, Meta requires a Facebook account that has some age and two-step verification turned on.
How to fix it
- If the account is new, wait a few hours or use an older Facebook account that manages your business portfolio.
- Turn on two-step verification in Meta's Accounts Center, under password and security.
- If you signed in from a new device or location, reload the page and confirm your identity.
- Go back to Renaska and connect again.
With the phone app
Problems when connecting while keeping your WhatsApp Business app on your phone.
Meta says the number is not eligibleWith the phone app
What you see
Meta shows code 3441045 and says your number cannot be connected to the WhatsApp Business platform.
Why it happens
The number has little real activity in the WhatsApp Business app. Meta does not publish an exact minimum.
How to fix it
- Keep using the app normally with your customers, sending and receiving messages.
- Do not delete the number or register it again: that resets the activity count.
- Try to connect again later, from another device.
The number is not on WhatsApp BusinessWith the phone app
What you see
Meta says your number is not registered with WhatsApp Business. It may show code 2655095 or 2655048.
Why it happens
The number is on regular WhatsApp and not on WhatsApp Business. It can also be that the country code is wrong.
How to fix it
- Check that the number's country code is correct.
- Install the WhatsApp Business app and move your number to it. The app offers to migrate your chats.
- Use it for a while with your customers before trying again.
- Connect again from another device.
The WhatsApp Business app is out of dateWith the phone app
What you see
The option to connect does not appear in the app, or Meta asks you to update it. It may show code 4563015.
Why it happens
Connecting with the phone app needs a recent version of WhatsApp Business (2.24.17 or newer).
How to fix it
- Open the app store on your phone.
- Update WhatsApp Business to the latest version.
- Connect again from another device.
I cannot scan the QR code or the code does not arriveWith the phone app
What you see
You cannot scan the QR code, you do not see the prompt to connect, or the window asks for a code.
Why it happens
The code arrives inside the WhatsApp Business app on the phone that has the number, not by text message. If the window asks for a text message or a call, you are in the new number flow.
How to fix it
- Open WhatsApp Business on the phone that has the number, with an internet connection.
- Scan the QR code the Meta window shows on the other device. If the camera does not open, check the app's camera permission.
- If the window shows a code instead of a QR code, open the message from the official Facebook Business account in the app and follow the steps to connect to the business platform. Then paste the code into the window.
- Do not close the Meta window in the meantime.
- If the window asks for a text message or a call, close it and choose to connect with the phone app in Renaska. Do not continue as a new number: it would remove the number from your app.
The number is already connected to another platformWith the phone app
What you see
Meta says the number is already registered, that you must disconnect your business platform, or that it already shares the account with a partner. It may show code 3441049, 2655094 or 2655093.
Why it happens
The number is still connected to another provider or to an earlier connection.
How to fix it
- In the WhatsApp Business app, open the account settings and choose the Business platform option to disconnect.
- Wait about 15 minutes.
- Connect again from Renaska, from another device.
- If code 2655093 persists after disconnecting, see "The previous provider is still linked".
The previous provider is still linkedWith the phone app
What you see
Meta keeps showing code 2655093 even though you already disconnected the previous provider.
Why it happens
The previous provider's credit line is still tied to the account.
How to fix it
- Back up your chats and confirm the backup finished.
- Register the number in regular WhatsApp.
- Register it again in WhatsApp Business.
- Try to connect again from another device.
The number belongs to another businessWith the phone app
What you see
Meta says the number is not associated with the business you selected. It may show code 3441041.
Why it happens
The number is linked to a different business portfolio than the one you selected.
How to fix it
- In the Meta window, pick the business portfolio the number belongs to.
- Or unlink the number from the other business in Meta.
- Try again.
The number is linked to a Facebook PageWith the phone app
What you see
Meta says the number is already linked to a Facebook Page. It may show code 2655082.
Why it happens
A Facebook Page for your business has the WhatsApp number attached to it.
How to fix it
- In Meta Business Suite › Settings, open the Facebook Page.
- Remove the WhatsApp number linked to that Page.
- Connect again from Renaska. If you cannot remove it, use a different number.
The account uses marketing messagesWith the phone app
What you see
Meta says this feature is not available for accounts that use marketing messages. It may show code 3441047.
Why it happens
That WhatsApp account has a Meta feature turned on that does not allow connecting with the phone app.
How to fix it
- Pick a different WhatsApp account in the Meta window.
- Waiting or retrying with the same account does not fix it.
Meta does not allow this mode for numbers in your regionWith the phone app
What you see
Meta says the feature is not available for numbers from that region. It may show code 3441042.
Why it happens
Meta does not offer the phone app connection in every country.
How to fix it
- Check that the number's country code is entered correctly.
- If it is correct, connecting with the phone app is not possible for that number. Do not connect it as a new number on your own: it would stop working in the phone app. Contact us and we will look at the best option.
What changes when you connect with the phone appWith the phone app
What you see
This is not an error. These are changes you will notice in the app and in Renaska after connecting.
Why it happens
This is how the phone app connection works in Meta.
How to fix it
- Groups do not sync with Renaska.
- Broadcast lists in the app become read-only.
- In one-to-one chats, disappearing messages, view once messages and live location are turned off.
- WhatsApp calls do not reach Renaska.
- Connecting unlinks your linked devices. You can link them again, except WhatsApp for Windows and WearOS: messages from those do not reach Renaska.
- Open the phone app at least every 14 days, or Meta disconnects the connection.
- The account name gets locked: fix it before connecting.
- The limit is 20 messages per second.
With a new number
Problems when connecting a number that is not in the phone app.
The number is already registered in a WhatsApp appNew number
What you see
Meta says the number is already registered to an existing WhatsApp account.
Why it happens
To connect it as a new number, the number cannot be active in any WhatsApp app.
How to fix it
- If you want to keep your chats and keep using the app, do not continue here: connect with the phone app instead.
- If you prefer a new number, back up your chats first. The app's history will be lost.
- In the app, go to Settings › Account › Delete my account.
- Wait about 3 minutes and try again. If Meta shows code 133015 because of a recent deletion, wait 5 more minutes.
The verification code does not arriveNew number
What you see
The text message or call with the code does not arrive, Meta says the number does not look valid, or that you requested the code or tried too many times.
Why it happens
It can be a mistyped country code, a landline behind a switchboard, or too many attempts in a row.
How to fix it
- Check that the country code and the number are entered correctly.
- If it is a landline, choose the call option. If it has a switchboard, bypass it or have a person answer.
- If you requested the code too many times, wait as long as Meta says (between 12 and 24 hours) and alternate between text message and call.
- If you entered the code wrong too many times, wait about 12 hours.
WhatsApp blocked the numberNew number
What you see
Meta says the number is blocked, or shows code 133016 for too many registration attempts.
Why it happens
WhatsApp blocked the number under one of its policies, or there were too many registration attempts in a row.
How to fix it
- Check the notice in Meta's WhatsApp Manager, in the account overview, and appeal if it applies.
- If it is because of too many attempts, wait for it to clear and do not keep trying.
- If it stays blocked, contact us with a screenshot of the notice.
Meta shows a generic or temporary errorBoth ways
What you see
Meta shows something like "something went wrong", an error while loading, or that you tried too many times.
Why it happens
It is usually a passing Meta problem or too many attempts in a row. Renaska also shows this case when it cannot read your WhatsApp account.
How to fix it
- Wait a few minutes and try again.
- If it happens 2 or 3 times, contact us with a screenshot.
Still cannot connect?
Message us on WhatsApp and we will help. To go faster, send us:
- A screenshot of the notice, with the code if it has one.
- The WhatsApp number you want to connect.
- The step where you got stuck.
- The WhatsApp Business app version, if you connect with the phone app.