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Troubleshooting WhatsApp Account Connection Issues on Acele
Connecting your WhatsApp number to Acele is typically smooth, but sometimes you may face connection problems due to expired tokens, permission issues, or incorrect setup.
This guide helps you identify and resolve common WhatsApp connection issues inside Acele.
✅ General Troubleshooting Checklist for WhatsApp
| Problem | Solution |
|---|---|
| Internet Issues | Ensure your internet is stable and not restricted by firewalls or VPNs. |
| Token Expiry | Reconnect your WhatsApp number if your access token has expired. |
| Permissions Missing | Make sure all required permissions were granted during the connection. |
| API Limitations | Avoid exceeding WhatsApp’s messaging or rate limits. |
| Browser Issues | Use Incognito Mode or clear cache. Try Ctrl+F5 for a hard refresh. |
| Account Sync Issue | If the number shows but isn’t functional, try syncing or reconnecting. |
| Multiple Admins | Ensure you have full access and ownership of the number/business ID. |
| Meta Policy Changes | Keep an eye on any updates from Meta regarding WhatsApp Cloud API. |
🔧 WhatsApp-Specific Connection Issues
1. Bot Not Responding or Delivering Messages
Fixes:
- Confirm your WhatsApp number is correctly registered with the WhatsApp Cloud API.
- Ensure webhook URL is properly set and subscribed to all required events.
- If the user hasn’t interacted in the last 24 hours, you must use an approved template to re-engage.
2. Error 131026: Message Undeliverable
Causes:
- Sending a message outside the 24-hour window without a template.
- Attempting to send to a number that hasn’t opted in.
Fixes:
- Use a pre-approved WhatsApp template message to initiate the conversation.
- Double-check webhook configuration and reauthorize if needed.
- Reconnect the WhatsApp account if session/token issues persist.
3. Template Message Not Working
Fixes:
- Go to the WhatsApp Template Manager and make sure the template is:
- Approved and Active
- Contains at least one CTA or quick reply button
- If not, remap the webhook using a valid template.
4. Webhook Not Receiving Data
Fixes:
- Ensure the webhook URL is correctly set in Acele.
- Run a test submission to trigger and capture the webhook.
- Make sure the phone number is in the correct format (
+91XXXXXXXXXX).
5. Delay Not Working in Flow
Fixes:
- Make sure the delay block is added before message blocks in the WhatsApp bot flow.
- Set the delay duration (e.g., 5 seconds, 10 minutes) clearly.
- Save and test the flow again.
🟢 How to Know If Your WhatsApp Account is Successfully Connected
You will see:
- Your WhatsApp number listed with a green “Enabled” button.
- Profile photo and account name populated.
- A “Connected” status indicator.
You can also send a test message from the bot to verify functionality.
❓ Frequently Asked Questions (WhatsApp Only)
Why isn’t my WhatsApp number connecting?
- The number might already be in use by another API or app.
- Your Meta Business account is not verified.
- You didn’t complete the embedded signup process correctly.
- Token might have expired or was pasted with extra characters.
What browsers work best?
- Use Chrome, Firefox, or Edge (latest versions).
- Avoid Safari and Incognito mode during the connection process.
How do I reset my WhatsApp account connection?
- Go to Connect Account → WhatsApp
- Click Disconnect
- Refresh the page and reconnect the number
- Accept all required permissions again
Still facing issues?
If you’ve tried all steps and it’s still not working:
- Go to your Acele dashboard → Help → Create Support Ticket
- Include screenshots, your registered WhatsApp number, and any error messages.
Our support team will help you resolve the issue promptly.
