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My WhatsApp doesn't send or receive messages

Updated 2026-07-24

In two lines: if you can't write, it's almost always that the 24-hour window is closed and you need a template, or the template isn't approved. If nothing arrives, check that the line is still connected.

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.

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

If the line receives normally but every attempt to send fails — even inside the 24-hour window, even with an approved template — it's usually not the line itself: it's the permission MB Suite uses to send on Meta's behalf that went stale (for example, after reconnecting or disconnecting numbers several times).

  • Reconnect the WhatsApp integration to get a fresh authorization: Settings > Integrations > WhatsApp Business > Connect, and go through the Meta popup again. This usually restores sending on its own.
  • 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.

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 > Lines 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 > Lines, 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, the WhatsApp inbox 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 > Lines.
  • 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).
You don't have to be watching the inbox to catch this: when a line goes down, MB Suite notifies the workspace owners and admins with an in-app notification (the bell) and an email to the owner (at most once every 24 hours), with a link straight to Settings > Lines.
If many contacts block or report you, Meta can lower your number's quality and limit how many messages you send per day. Write only to those who gave you their contact and with clear templates.

Still have questions?

Ask MIA, the MB Suite AI assistant: open it with the MB AI button (⌘J) in the top bar. MIA knows the section you're in, so you can ask it about what you see on screen — and it can also answer how-to questions about using MB Suite.