Reconnect WhatsApp
Sometimes the Connection panel shows Connected but messaging fails because credentials were never stored or were cleared on the platform side.
Kazenly surfaces this as:
Access Token in Router: Not Stored Yet
When that happens, use Reconnect WhatsApp — the same Meta Embedded Signup flow as the first Connect WhatsApp.
When to Reconnect
| What you see | Action |
|---|---|
| Status: Not Connected via Embedded Signup | Use Connect WhatsApp (first-time connect) |
| Status: Connected and Access Token in Router: Yes | No reconnect needed — troubleshoot send/receive elsewhere |
| Status: Connected and Access Token in Router: Not Stored Yet | Click Reconnect WhatsApp |
The Reconnect WhatsApp button appears only in the missing-token case. Disconnect is also available whenever status is Connected — see Disconnect WhatsApp.
Steps
- Open Settings → WhatsApp on app.kazenly.com.
- Confirm Connected with Not Stored Yet for the access token.
- Click Reconnect WhatsApp.
- Complete Meta Embedded Signup again. The button shows Completing Signup… while Kazenly exchanges tokens and reprovisions.
- Refresh if needed — Access Token in Router should read Yes.
If Reconnect Fails
Read the red error banner on the same page. Common messages are covered in Connection Errors.
Also check:
- Your plan still includes WhatsApp (Plan Does Not Include WhatsApp)
- You completed the Meta popup (did not cancel Facebook login)
- Billing is current — Payment past due may block Connect after a grace period
Related Articles
- Connect WhatsApp (6.1)
- Disconnect WhatsApp (6.2b)
- Connection Errors (6.4)
- Quality Rating and Messaging Limit (6.5)
- Customer care windows (chapter 9) — if customers message but composer blocks replies