Fix a WhatsApp connection that did not finish

When Meta's window closes before the end, Ah Va shows the screen you stopped at and what to do next. The same fixes are below. Your number and chats are never changed by a set-up that did not finish.

This number is connected to another WhatsApp tool

A CRM or chat platform already uses the number, and it has to be released there first. If that tool used the WhatsApp Business app too: In WhatsApp Business, open Settings, then Account, then Business Platform, and tap Disconnect. Wait 15 minutes, then try again. For other tools, message us and we will do it with you.

Meta wants to see more use of this number on the Business app

Meta only connects numbers that have been in real use on the WhatsApp Business app. Keep chatting with customers on the app for a few days, then try again. Nothing changed on your number.

This number is not on the WhatsApp Business app

Set the number up in WhatsApp Business (the app with the B), not regular WhatsApp. Install it from the App Store or Google Play, open it with the same number and let it bring your chats across. Or enter the number that is already on WhatsApp Business.

The business has ad accounts in an invalid state

Meta blocks set-up when the business portfolio you picked has a disabled or unpaid ad account. Either pick or create a different business portfolio in Meta's window, or fix the ad account first in Meta's Business Support Home: pay any balance, request a review, or remove the ad account from the portfolio.

No message from Facebook Business on the phone

• Update WhatsApp Business from the App Store or Google Play, keep it open, and try again.
• Or open Settings, then Account, then Business Platform in the app yourself.
• Check you are on the phone that has this number.

Meta is still verifying your business

Check progress in Meta Business Suite, under Security Center, then Business verification. Try again once it is verified.

Other messages

• Already connected to WhatsApp's business platform: use a different number, or message us and we will help you move this one.
• Country not supported: Meta does not support this for the number's country yet. Use a number from another country, or give Ah Va her own number.
• That WhatsApp account can't be used for this: it sends marketing messages through Meta. In Meta's window, pick a different WhatsApp account or create a new one.
• Logged in to the wrong Facebook account: log out of Facebook in this browser and start again.