myCRMSIM Support Center | WhatsApp Troubleshooting Guide

WhatsApp Troubleshooting Guide

For issues specifically with the WhatsApp integration, please follow these steps to get back online.

Step 1: Review Installation and Setup

Head back to the WhatsApp installation guide. Double-check that you have scanned the QR code correctly and that the WhatsApp integration is showing as "Connected." Verify that you have assigned the correct conversation providers to your WhatsApp channel.

Step 2: Verify Account Connection & Linked Devices

Open WhatsApp on your phone and go to Settings > Linked Devices.

Ensure your session is active and hasn't been manually logged out.

Step 3: Send a Test Message via Mobile

Try sending a manual message directly from the WhatsApp app on your smartphone to a friend or colleague. This confirms that your WhatsApp account isn't restricted, banned, or facing a general service outage.

Step 4: Check Custom Provider & Webhook Settings

Ensure you have selected the correct custom provider and that the settings are configured correctly. If unsure, review the section about custom providers.

Step 5: Refresh the Session (Re-Link)

If the connection is "stuck," the best fix is often a fresh start:

Log out of the gateway in the Linked Devices section on your phone.
Refresh the SMS Gateway dashboard to generate a new QR Code.
Re-scan the code to establish a fresh encrypted session.

Final Step: Contact Support

If you’ve followed all the steps above and are still hitting a wall, visit our support center. Please submit a ticket including your account details and, if possible, a Loom video of the error so we can see exactly what's happening.

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