Frequently Asked Questions

Common issues and how to fix them.

Messaging & Campaigns

Why is my message showing "Failed"?

Window Closed (WhatsApp) — The customer hasn't messaged you in over 24 hours. You can only send within 24 hours of their last message. Wait for them to message you, or use a template with the MARKETING or OTP category.

Contact Not Found — The phone number isn't connected to that channel on that business account. Verify the number and connection.

Template Rejected — Meta rejected the template. Go to /templates and check the rejection reason. Fix the content and resubmit.

Connection Error — The business account connection is inactive or its Meta token expired. Go to /channels/hub and check the connection status. Reconnect if needed.

Message shows "Sent" but customer didn't receive it

"Sent" means Wallin sent it to Meta, not that the customer's phone received it. Meta confirms delivery after the phone acknowledges. Wait a few seconds for delivery status to update.

Can I send a message outside the messaging window?

On WhatsApp: Only with templates tagged MARKETING, OTP, or UTILITY. Free-form text blocks if the window is closed.

On Instagram/Messenger: Respond within 30 days of the last message, or wait for them to message you.

Templates

Why is my template status "PAUSED"?

You or an admin paused it. Go to /templates, find the template, and click Resume to re-enable it. Paused templates can't be used in campaigns.

Template approval is taking forever

Marketing templates take up to 48 hours. OTP and Transactional templates usually approve instantly. If it's been 48+ hours, check your Meta Business Manager account for a rejection reason. Go to /templates and look for the rejection message.

I submitted a template but it shows "Rejected"

Meta rejected it (usually policy violation or unclear content). Click the template to see the rejection reason. Common issues:

• Misleading claims or spam language
• Unverified business name in header
• Unverified website links
• Header or body too long for the category

Fix: Resubmit with corrections, or create a new template.

Can I edit a template after submitting?

No. Create a new template with your edits and resubmit.

Connections & Channels

"Connection Status: Action Needed" — what does it mean?

Meta detected a problem with your business account (wrong permissions, expired token, etc.). Click Action Needed to see details, then follow the steps to reconnect. Usually takes 1–2 minutes.

I lost access to my WhatsApp account

Go to /channels/hub and click the WhatsApp card. You should see a Reconnect button. Click it and re-authenticate via Meta.

Why don't I see my Instagram or Messenger account?

Make sure it's connected at /channels/hub. If not, click Connect and follow the Meta OAuth flow.

Inbox & Agents

Why isn't this conversation assigned to me?

• You might not be Checked In. Click your status (top right) and go Online.
• You might have hit your Max Concurrent Conversations limit. Resolve one conversation to free up space.
• An admin might have disabled your agent role. Go to /organizations/members and verify your role is "Agent".

Can I see conversations from other agents?

As an Agent: No, unless an admin explicitly assigns one to you.

As an Admin/Supervisor: Go to /my-team to see all agent conversations or search at /inbox with filters.

Why aren't I receiving push notifications?

1. Make sure you Checked In (status = Online)
2. Verify the app has notification permission (Settings → Apps → Wallin → Permissions)
3. On web, allow browser notifications (click the lock icon in address bar)
4. Try reinstalling the app (uninstall and re-add to home screen)
5. Check your phone's "Do Not Disturb" mode isn't on

How do I know if a message was read?

On WhatsApp: A double-checkmark means read. On Instagram/Messenger: Meta doesn't report read status.

Broadcasts & Segments

"Plan limit exceeded" — what now?

Your organization has sent too many messages this month for your plan.

Upgrade: Go to /organizations/settings → Billing and pick a higher plan. It takes effect immediately, and you're billed pro-rata.

Why does my broadcast show fewer recipients than my segment?

Not all segment contacts have that channel connected. A segment might have 10,000 contacts, but only 7,000 have WhatsApp. The broadcast to WhatsApp will reach 7,000.

If many contacts are missing a channel, collect their phone numbers on that channel (through your app, website, etc.) to grow the audience.

Can I pause and resume a broadcast?

Yes. Click Pause on the campaign and it stops immediately. In-flight sends complete, but queued messages don't go out. Click Resume to pick up where you left off.

Segments & Contacts

How do I import contacts?

Go to /segments/import:

1. Prepare a CSV with columns: phone_number, name, email, etc.
2. Upload the file
3. Map the columns to fields
4. Confirm

Contacts appear in your system immediately and are available for segment filters.

Can I merge duplicate contacts?

Yes (Admin only). Go to /inbox, search for one contact, open their card. You'll see a Merge option. Choose the duplicate contact to merge into this one. The merge is permanent.

Can I delete contacts?

Contacts can only be removed by deleting the entire organization. Individual contact deletion is not supported (to preserve message history). Archive conversations instead.

Billing & Accounts

How often do you bill?

Monthly, on the day your plan started (or the 1st if you don't remember). Billing renews automatically unless you downgrade.

Can I change my plan?

Yes. Go to /organizations/settings → Billing and click your plan. Upgrade takes effect immediately; downgrade takes effect at your next renewal date.

How do I add a payment method?

We partner with Stripe for billing. Go to /organizations/settings → Billing → Manage Billing and add your card via Stripe.

Technical Issues

The app is crashing or very slow

1. On web: Clear your browser cache (Ctrl+Shift+Del) and refresh
2. On mobile: Uninstall the app, restart your phone, and reinstall
3. Try using the web inbox instead of the PWA app

I can't log in — "Invalid email or password"

• Double-check your email spelling
• Reset your password: click Forgot Password? on the login page
• If you were just invited, check your email for the invitation link and accept it first

Conversation didn't load or shows an error

Reload the page (Ctrl+R or Cmd+R). If it persists, clear your browser cache and try again.

"I lost access after the organization was deleted"

Organization deletion is permanent. If it was accidental, contact your account manager immediately. Data recovery is not guaranteed.

General

Is Wallin encrypted?

Yes. In-transit encryption (HTTPS/TLS) and at-rest encryption (database) are standard. API tokens are hashed before storage.

What if I suspect a security issue?

Contact your account manager or email security@wallin.example (replace with your domain). Don't post security vulnerabilities publicly.

Can I export all my data?

Yes. Go to /export/replied-numbers to download a CSV of phone numbers that have replied to you. For complete data exports, contact support.