WhatsApp Troubleshooting

3 min readPublished May 24, 2026

Common Issues Quick Reference

  • Connection shows disconnected → Reconnect via Settings > Messages > Connect with Meta
  • Messages failing with 'not a WhatsApp number' → Customer's number is not on WhatsApp. Verify with the customer.
  • Messages failing with 'invalid phone number' → Number is missing country code. Edit the customer record: +94771234567 not 0771234567.
  • Customer not receiving → Check Has WhatsApp flag on customer record, check toggle is on, check message history for errors
  • Connect button not responding → Allow popups for fixmo.app in your browser settings
  • Token expired → Reconnect via Settings > Messages

Phone Number Format

WhatsApp requires international format without the leading + sign. Fixmo handles the formatting automatically, but the customer record must contain the correct international number.

  • Sri Lanka: 94771234567 (not 0771234567)
  • UK: 447911123456 (not 07911123456)
  • US: 12125551234 (not 2125551234)
  • Always include the country code when adding customers

24-Hour Conversation Window

Meta's WhatsApp Business API uses a 24-hour conversation window. Once a customer messages your number, you can reply freely for 24 hours. For outbound messages your shop initiates (repair notifications, invoices), these are sent as utility or service messages and are not restricted by the 24-hour window.

Note

Fixmo sends all notifications as text messages, not pre-approved templates. If Meta blocks a message due to session limits, the error will appear in your message history with details.

Frequently Asked Questions

WhatsApp shows as disconnected — how do I reconnect?+
Go to Settings > Messages and click 'Connect with Meta'. Complete the Embedded Signup flow again. This generates a fresh access token. Your notification toggles are preserved — you do not need to reconfigure them.
Messages are failing — what should I check?+
Check the error message in the message history (Settings > Messages > message log). Common reasons: the customer's number is not on WhatsApp, the number is missing the country code (e.g., should be +94771234567 not 0771234567), or the 24-hour conversation window expired for an existing chat. Fix the number format in the customer record and try resending.
A customer says they are not receiving messages — what could be wrong?+
Check: (1) The customer record has 'Has WhatsApp' enabled. (2) The relevant notification toggle is turned on in Settings > Messages. (3) The customer's phone number includes the country code. (4) Check the message history for a FAILED status and error message. (5) The customer has not blocked your number.
The 'Connect with Meta' button is not working+
Ensure your browser allows popups for fixmo.app. In Chrome: click the popup blocked icon in the address bar > allow. In Safari: Safari > Settings > Websites > Pop-up Windows > allow fixmo.app. Then try again.
My WhatsApp token expired — will it automatically refresh?+
Fixmo monitors token expiry and will email you before it expires. If your connection is already showing as expired or disconnected, go to Settings > Messages and reconnect using the 'Connect with Meta' button. The reconnect flow takes under a minute.

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