Docs › FAQ and common problems · Leggi in italiano

FAQ and common problems

The most common problems and how to fix them in a minute.

Linking

The QR code expired

The code is short-lived. Tap Get a new QR code and scan it within a couple of minutes. If you cannot scan it, use the pairing code.

The QR code does not appear

Before the code we prepare the number's connection with its own IP: it usually takes a couple of minutes and the code shows up by itself. If it is still missing after a few minutes, write to us.

Linking takes longer than usual

Wait a minute and try again. Keep the phone on and online.

"This phone number is already linked to another WhatsApp number in the list"

The same phone is already linked in another number. Use that one, or remove it first.

Number

The number went offline

Open the number in the panel: if it is Disconnected tap Reconnect and scan a new QR; if it is Paused tap Resume. To know right away next time, set up the email alert.

I cannot remove a number

Removing a number is for the account's admins. If you are an admin, open the number's menu (three dots), tap Remove Number and type the number's name to confirm.

The button is greyed out

Almost always it means you are not an admin of the GoHighLevel account: you can look, not change. Ask an admin. Disconnect is also greyed out when the number is not connected.

All slots are taken

Remove a number you do not use or ask your agency for another slot (see Plan and billing).

Can WhatsApp block my number?

Yes, as with any link outside the official API. Turn on the brakes and follow the tips in Warm-up and limits.

Messages

A message was not delivered

In GoHighLevel the failed message shows the reason (the reason text is in Italian). The common ones:

Reason	What to do
No WhatsApp number connected	Reconnect a number of the account.
WhatsApp number not active right now	The number is reconnecting or stopped: check it in the panel and try again.
Contact in Do Not Disturb	The contact is marked Do Not Disturb in GoHighLevel.
Contact without a WhatsApp phone	Add the phone number to the contact.
WhatsApp group not linked	Turn the group on in Settings (see Groups).
Number warming up	Warm-up limits new people: reply to people who wrote to you or try tomorrow.
WhatsApp restricted this number	For now you can only reply to people who wrote to you. Try again in a few hours.
WhatsApp service not active for this account	Write to us.

A message stuck "pending" is usually waiting for a brake (next hour, next morning) or for the phone: it goes out by itself.

I do not see old messages in GoHighLevel

Messages from before the link are not copied into GoHighLevel. Only new ones arrive.

Group messages do not arrive

Groups start switched off. Turn them on in Settings › WhatsApp groups.

Buttons do not show

If the customer sees the #btn|... line as text, the line has a mistake: check it against the examples. In groups buttons always go as numbered text.

Panel

"The app is not installed here"

Install Wappuccino from the Marketplace on this account, then reload the page (see Getting started).

"The CRM connection is not active"

Reinstall the app from your CRM.

I cannot see users to tie to a number

The app may be missing the permission to read the account's users. Write to us and we turn it on.