Troubleshoot common blockers when connecting or using WhatsApp Business Platform with Crisp.

Most WhatsApp issues are linked to the Meta connection flow, phone number eligibility, message templates, number migration, or phone number formatting. Use the sections below before contacting support.

Connection redirects to an error page

In some cases, the Meta connection popup lets you create or select a business, verify the phone number, and then redirects back to an error page in Crisp. This can also happen when reconnecting an existing WhatsApp Business account.

Try the alternate connection flow:

1. Go to Crisp
2. Open Plugins → WhatsApp
3. Hold Shift + Cmd on macOS or Shift + Ctrl on Windows
4. While holding those keys, click Connect
5. In the Meta popup, select the WhatsApp Business Account you created or want to reconnect
6. Continue until the popup closes and Crisp resumes the connection flow

If the redirect still fails, contact Crisp support with the Meta business name and the step where the error appears.

WhatsApp Business App number is not visible

A phone number used in the WhatsApp Business mobile app may not appear in the standard WhatsApp Business Platform connection flow.

Depending on your goal, you can either use Coexistence mode or move the number fully to the WhatsApp Business Platform.

Choose the right path:

• Keep using the WhatsApp Business mobile app → click Connect in the Crisp WhatsApp plugin, then choose the WhatsApp Business App option in the Meta flow
• Move the number fully to the WhatsApp Business Platform → delete the existing WhatsApp Business mobile app account for that number, then connect the number through Crisp
• Migrate from another provider → use the migration flow instead of verifying the number as a new account

Before trying again, check that:

• Country code → the number includes the correct international country code
• Formatting → the number is entered without spaces or dashes
• SMS or voice calls → the phone can receive the Meta verification code
• Meta status → the number is not stuck in a pending validation state in WhatsApp Manager

Add another WhatsApp number

Crisp now uses the same Connect flow whether you are connecting your first WhatsApp number or adding another number to an existing WhatsApp Business Account.

If you already have a number connected and do not see a separate Add number option:

1. Open Plugins → WhatsApp
2. Click Connect
3. Select your existing Meta business
4. Select the WhatsApp Business Account already connected to Crisp
5. Select or add the phone number you want to connect
6. Complete Meta's verification flow

You do not need a separate connection option in Crisp to add another number.

Outbound WhatsApp message is not delivered

To initiate a WhatsApp conversation, you must send an approved message template created in your WhatsApp Business Manager.

Free-form messages can only be sent when the customer has opened the 24-hour customer service window by sending your business a message.

What to verify:

• Template status → the template is approved by Meta
• Template category and variables → required variables are filled correctly in Crisp
• Policy compliance → the message follows WhatsApp Business messaging policies

If no approved template exists yet, create one in WhatsApp Business Manager, wait for Meta approval, then retry from Crisp.

For the complete setup, read How to create and send WhatsApp message templates with Crisp.

Meta popup says the page is blocked

This can happen when Facebook opens the connection popup while you are logged in as a Page instead of your personal admin profile.

To fix the blocked popup:

1. Close the popup
2. Open a new browser tab
3. Go to Facebook
4. Click the profile picture in the top-right corner
5. Click See all profiles
6. Switch to the admin account that manages the Meta Business
7. Return to Plugins → WhatsApp in Crisp and click Connect again

Migration shows an existing WhatsApp account error

If you are migrating a number from another provider and the Meta popup says This number is registered to an existing WhatsApp account, check whether you went too far in the Meta flow.

If you reached Step 3 of 3: Verify your WhatsApp Business number, close the popup. Crisp should redirect you to the migration page, where you can continue the migration flow instead of registering the number as a new account.

Customer replies land in a new conversation

When initiating a WhatsApp conversation from Crisp, the recipient phone number must be in international format.

If you use a local number format, the customer reply can return from an international-format number and create a separate conversation.

To confirm the mismatch:

1. Open the conversation you initiated
2. Open the new conversation created by the customer reply
3. Compare the phone numbers in Main Information
4. Update the contact number to international format
5. Start future template messages using the international-format number

Connection fails with "Could Not Connect Crisp To WhatsApp"

If the Meta flow completes successfully but Crisp still returns Could Not Connect Crisp To WhatsApp after you select the WhatsApp Business Account, there are two common causes.

A payment method is linked to the WABA from a previous provider

A WhatsApp Business Account (WABA) that was previously connected to another Business Solution Provider may still have a payment method associated with it.

This can prevent the WABA from being linked to Crisp.

Ask your previous provider to remove the payment method, or remove it from your Meta Business Manager when possible. Once the payment method is unlinked, retry the connection from Plugins → WhatsApp → Connect.

The WABA was previously connected to a different BSP

If the WABA was managed by another provider and the error persists after unlinking the payment method, you may need to create a new WhatsApp Business Account from the Meta connection flow instead of reconnecting the existing one.

Meta returns "Business Account locked"

If messages stop flowing to Crisp and the integration logs show (#131031) Business Account locked, the WhatsApp Business Account or Business Portfolio has been restricted or locked by Meta.

This is a Meta-side issue and must be resolved through Meta directly.

What to check in Meta Business Manager:

• Account Quality → look for restrictions or warnings
• Business Support Home → check for pending reviews or appeal options
• WhatsApp Manager → look for verification requests

Once Meta unlocks the account, return to Plugins → WhatsApp → Connect in Crisp and run the connection flow again.

Crisp support cannot intervene directly with Meta on your behalf, but you can contact Meta Support from Business Support Home.

Business is not visible in the Meta connection flow

If the expected business or WhatsApp Business Account does not appear after clicking Connect, first confirm that you are using the correct Meta administrator account.

Check that:

• The Meta Business account is still active
• Your account has administrator access to the business
• Crisp has access to the relevant business assets
• The required Meta Business verification has been completed

If the business was removed from Meta Business Manager or your permissions were revoked, restore the required access before starting the connection again.

For Meta's verification requirements, read how to verify your business in Meta Business Manager.

If you are still blocked

If you still cannot connect WhatsApp after these checks, contact Crisp support with:

• Your Meta Business ID
• Your WhatsApp Business Account name
• The affected phone number
• Screenshots of the exact step where the error appears

This information helps the support team identify whether the issue comes from the Crisp connection, your WhatsApp Business Account, or the Meta setup.

Updated on: 31/08/2026