My WhatsApp doesn't send or receive messages

I can't send a text message

The most common: more than 24 hours have passed since the contact's last message, so the window closed and WhatsApp no longer allows free text.

• Write to them with an approved template. How to have them: WhatsApp templates: create, categories, and Meta approval.
• If the template you want to use doesn't appear, it's because it's still pending Meta approval or was rejected. Check its status in Manage templates.
• If it appears but you can't send it, read the reason under its name: a template with an image, video, document or location in the header, or with variables in a text header, can't be sent from MB Suite yet. Use another one, or edit it as explained in WhatsApp templates: create, categories, and Meta approval.

Why this happens: How WhatsApp Business works in the CRM.

Meta won't let me send from the line

A just-connected number can't send until Meta approves its display name. If you see a notice that the name is pending approval, wait for Meta to approve it; until then the line won't send messages.

It receives messages but I can't send (the line says No access)

If the line receives normally but every attempt to send fails —even inside the 24-hour window, even with an approved template—, the line itself is usually fine: what's missing is the connection MB Suite uses to send through that number. You see it as No access in CRM > Settings > Acquisition > Phones & WhatsApp and as an amber notice in the chat; the message that didn't go out says, for example, "Couldn't send: this number's Meta business isn't connected to MB Suite. Reconnect this number in CRM → Settings → Phones & WhatsApp (⋮ → Reconnect this number); your other numbers aren't affected." It happens when the Meta business that owns the number has no connection with MB Suite, or when the WhatsApp permission expired or was revoked. It isn't a Meta sanction: messages keep coming in and no conversation is lost.

• An owner or admin goes to CRM > Settings > Acquisition > Phones & WhatsApp, opens the menu ⋮ of the line marked No access and chooses Reconnect this number. (From the chat, View line status takes you there.)
• Confirm with Open Meta. In Meta's window, choose the Meta business that owns that number —the confirmation names it when MB Suite knows it— and that same number. Your other numbers aren't touched.
• When it finishes, the line sends again with its business's connection. If other numbers of that same business were also on No access, MB Suite checks them with the new connection and brings back the ones it reaches; if one is still on No access, reconnect it the same way.
• If it still doesn't send after reconnecting, contact support with the number and the time it stopped — we can check the connection from our side.

A sales rep doesn't see a line or can't write from it

If your team turned on Sales rep scope, each sales rep only sees in Messages the WhatsApp lines they work and the conversations they own, and only writes from those lines or in those conversations. Otherwise, sending is rejected with "You don't work this WhatsApp line. Ask a Manager to add you in CRM → Settings → Phones & WhatsApp." It's not a line failure:

• A Manager or a CRM Admin adds them in CRM > Settings > Acquisition > Phones & WhatsApp: they open the line's menu, use Edit receivers and, in the Sales reps who work this line block, add them to the list of selected sales reps —or switch the line to Every sales rep works this line— and press Save.
• If the conversation is with a contact of theirs —they're the owner of its open deal or, if there's no deal, of its prospect or person—, they already see it and can reply, whatever line it came in through.

What each sales rep sees and how to set it up: CRM roles and permissions: what each sales rep can see and do.

The sync dropped (coexistence)

If you connected the number in coexistence mode (it stays in the phone app), Meta requires opening the WhatsApp Business app at least every 14 days. Otherwise, the sync stops.

• Open the app on the phone to reactivate it.
• Confirm in CRM > Settings > Acquisition > Phones & WhatsApp that the line is still active.

Messages don't come into the CRM

If messages reach the phone but not the CRM, the line probably doesn't have ingestion enabled.

• In CRM > Settings > Acquisition > Phones & WhatsApp, check that the line is active and, if you want incoming messages to create prospects, set it as a lead source.
• If the problem is that no leads come in (not just messages), see Leads don't come into the CRM or don't sync.

Meta suspended or restricted my line

When Meta acts on one of your numbers, CRM > Messages shows it right on the chat. There are two cases:

• Line suspended by Meta (red banner) — Meta suspended the line and you can't send messages. The composer stays blocked until it's resolved. Use View line status to go to CRM > Settings > Acquisition > Phones & WhatsApp.
• Line with restrictions (amber banner) — Meta flagged a quality issue but you can keep sending. Take it as a warning: fix what's affecting your quality before it escalates to a suspension.

Meta applies these suspensions and restrictions, not MB Suite. MB Suite only reflects the status Meta reports for your number, so you find out inside the CRM instead of when a message silently fails.

How do I get the line back?

• Open WhatsApp Manager (in your Meta Business Manager) and go to Account quality. There you see the reason and, when Meta allows it, the button to appeal the decision.
• The appeal is resolved by Meta on its own timeline. While the line is suspended, work the conversation from another connected line if you have one (use Switch line in the inbox).
• To lower the risk of it happening again, take care of your number's quality (see the note below).