Connection Errors
The Settings → WhatsApp Connection card shows live status and error messages from Embedded Signup. Use this article when connect or reconnect does not complete.
Status Messages
| Status text | Meaning |
|---|---|
| Loading connection status… | Kazenly is fetching current state — wait a moment |
| Not Connected via Embedded Signup | No successful connect yet — use Connect WhatsApp |
| Connected | Meta link exists; check Access Token in Router and phone list |
Green success banners confirm a completed signup (for example WhatsApp connected with phone number id).
Red error banners describe what went wrong on the last attempt.
Before You Connect
Workspace not ready
You must reach app.kazenly.com with a valid workspace (usually via Open Inbox from the Account Dashboard). If router tenant id is missing, the panel may show:
Router tenant id is not configured (handoff bootstrap…).
Contact your Kazenly administrator — the tenant row must exist before Embedded Signup can provision numbers.
Plan or billing
See Plan Does Not Include WhatsApp when WhatsApp Connect is not available or payment is past due.
During Embedded Signup
| Error (examples) | What to try |
|---|---|
| Facebook login was cancelled or did not return a code. | Run Connect WhatsApp again and finish the Meta popup — do not close it early |
| Facebook SDK failed to load. Refresh and try again. | Hard-refresh the page, disable strict blockers for Facebook domains, retry |
| Meta did not return an exchangeable token code. Try again. | Repeat signup; ensure popups are allowed |
| WhatsApp signup failed / Meta onboarding failed after signup | Note the message, retry once, then contact support if it persists |
| Failed to load WhatsApp connection status | Use the refresh icon; check network; sign out and back in |
After “Connected” But Messaging Fails
| Symptom | Check |
|---|---|
| Access Token in Router: Not Stored Yet | Reconnect WhatsApp |
| No phone numbers listed | Finish Meta phone registration; refresh connection status |
| Inbox empty but Meta shows traffic | Confirm webhook routing with your administrator (operator topic — not changed from this screen) |
Refresh and Billing Shortcuts
- Refresh icon (circular arrow) next to Connection reloads status, quality, and messaging limit without repeating signup.
- Manage Billing below the buttons opens billing on kazenly.com for plan or payment fixes.
Disconnect vs Reconnect
| Goal | Action |
|---|---|
| Token missing but still Connected | Reconnect WhatsApp |
| Clear the link and start Embedded Signup fresh | Disconnect WhatsApp, then Connect WhatsApp |
Related Articles
- Connect WhatsApp (6.1)
- Reconnect WhatsApp (6.2)
- Disconnect WhatsApp (6.2b)
- Quality Rating and Messaging Limit (6.5)
- Live vs Offline (2.5) — agent connection indicator is unrelated to WhatsApp Connect