WhatsApp mostly looks after itself. When something needs you, your WhatsApp page says what to do, and customers keep getting email in the meantime. Here are the things that can come up and how to fix each one.
Habits that keep messages flowing
- Open the WhatsApp Business app on your phone at least once every two weeks if you connected your existing number
- Keep a valid card in WhatsApp Manager for Meta’s message fees
- Reconnect when we email you that Meta needs it
- Only add WhatsApp numbers for customers who asked for updates there
Reconnecting
Meta can ask you to reconnect so Shopstar can keep sending. When that’s coming up, your WhatsApp page shows how many days are left and we email you a week before. Click Reconnect and follow the same Meta window as when you set up. Your messages, settings and customers’ choices stay as they are.
Your WhatsApp page says Needs reconnecting
Shopstar can’t send WhatsApp messages until you reconnect. Email carries on. The page says why it happened:
- The WhatsApp Business app wasn’t opened for about two weeks: open the app on your phone, then click Reconnect.
- A device linked to your number wasn’t used for about a month: open the WhatsApp Business app on your phone, then reconnect.
- You changed your number, or set it up again on another phone: click Reconnect and connect the number you use now.
- Your number moved to the regular WhatsApp app: move it back to the WhatsApp Business app, then reconnect.
- You disconnected Shopstar in the WhatsApp Business app: click Reconnect when you want WhatsApp updates again.
- Your WhatsApp account was deleted or switched off: check WhatsApp Manager for details, then reconnect.
- No reason given: check WhatsApp Manager for details, then reconnect.
WhatsApp messages are paused
If customers block or report your messages, Meta can flag your number for low quality. Shopstar then pauses WhatsApp messages, emails you, and keeps sending emails. Sending starts again on its own when Meta lifts the flag. Click See your quality rating on your WhatsApp page to check it in WhatsApp Manager.
Other things the checklist can ask for
- 1
Add a payment method in Meta
Messages can’t go out until Meta has a card for its fees. Click Show me how, add the card in WhatsApp Manager, then click Check again.
- 2
Choose a different display name
Meta declined the name customers see. Change it in WhatsApp Manager so it matches your business name.
- 3
Some messages were not approved
Click Try again. If it keeps happening, contact us and we’ll look into it.
- 4
Your number needs attention
Meta found a problem with your number. Click Open WhatsApp Manager to see what Meta needs.
A message says Not delivered
Usually the customer’s number isn’t on WhatsApp, or was typed wrongly. The reason shows under the message in Recent messages. If you had turned off that email, Shopstar sent it anyway and the message says Sent by email instead, so the customer still heard from you.
Disconnecting
Disconnect WhatsApp from your WhatsApp page if you want to stop using it. Customers go back to getting email only. Your WhatsApp number and account stay yours, and you can reconnect any time. To switch to a different number, disconnect and connect the new one; Meta approves your messages again for the new number.
Frequently asked questions
Why does it say this number is already connected to another store?
A WhatsApp number can only be connected to one Shopstar store. Disconnect it from the other store first, or use a different number.
Do customers miss messages while WhatsApp is paused or disconnected?
No. Customers get every update by email until WhatsApp is running again, even if you had turned some emails off.
I’m not getting the test message. What should I check?
Use your personal WhatsApp number, not your business number, and include the country code, like +27 82 123 4567. Check the checklist on your WhatsApp page too: messages can’t go out until Meta has a payment method and has approved your messages.
Who do I contact if something still isn’t working?
Contact Shopstar support from the bottom of this page. For billing or account questions about your WhatsApp account itself, Meta’s WhatsApp Manager has its own help.