Troubleshooting

Guide to solving the most common problems with WhatsApp connection.

Common Problems

Connection Lost

Symptoms: Status shows "Disconnected" after it was working

Possible causes:

• Phone lost internet connection
• WhatsApp was uninstalled or updated
• Session expired
• Phone was off for too long

Solutions:

1. Check phone is online
2. Verify WhatsApp is working
3. Regenerate QR code and reconnect
4. Check phone date/time is correct

Messages Not Arriving

Symptoms: Messages sent to the number aren't received by the agent

Check:

1. Connection status is "Connected"
2. Agent is active and enabled
3. Phone is connected to internet

Solutions:

1. Disconnect and reconnect WhatsApp
2. Verify phone internet connection
3. Regenerate QR code if needed
4. Contact support if persists

Responses Not Sent

Symptoms: Agent receives messages but doesn't respond

Possible causes:

• Agent is disabled
• Configuration error
• Temporary service issue
• Message queue blocked

Solutions:

1. Verify agent is active
2. Test agent manually
3. Check service status
4. Restart service if necessary

QR Code Not Generated

Symptoms: Click "Connect" but no QR code appears

Possible causes:

• Service temporarily unavailable
• Browser problem

Solutions:

1. Refresh page
2. Try different browser
3. Clear cache and cookies
4. Check service status

Error Messages

| Error | Meaning | Solution | |-------|---------|----------| | INSTANCE_NOT_FOUND | WhatsApp instance doesn't exist | Recreate connection | | UNAUTHORIZED | Invalid credentials | Contact support | | QR_TIMEOUT | QR code expired | Generate new code | | ALREADY_CONNECTED | Already connected | Disconnect first | | PHONE_OFFLINE | Phone not reachable | Check phone connection |

Diagnostic Checklist

Use this list to diagnose problems:

• [ ] Phone is connected to internet
• [ ] WhatsApp is updated
• [ ] WhatsApp is logged in
• [ ] "Linked Devices" shows Leader24
• [ ] Leader24 status is "Connected"
• [ ] Agent is enabled
• [ ] Prompt is configured
• [ ] Knowledge base is loaded

Preventing Problems

Contact Support

If problems persist:

1. Check system status
2. Gather useful information (error screenshots)
3. Contact support with details

Next steps

• Configure the widget
• Monitor conversations
• Export leads