Facing some blockers while implementing WhatsApp Business in your organization? We've added a list of common issues you should look at before contacting our support.

Troubleshooting WhatsApp Business Platform Integration

When connecting WhatsApp, I am redirected to an error page and I cannot continue.

In some cases, you might create your Business in the popup window, verify your number successfully and when the window closes you are redirected to an error page. Or you have already created your business already and you're just trying to reconnect and you see the error. If this continues, select the method you will use to connect and hold shift + cmd on macOS or shift + ctlr on windows while you click "Connect to WhatsApp".

A popup window will open. You should select the WhatsApp business you have just created/reconnecting to and then press continue until the end and the popup is closed. You should be redirected in Crisp and should be able to continue connecting as normal. If you still face any issues, you can contact our support for more assistance

I am not seeing my WhatsApp Business App Phone number

WhatsApp Business App phone numbers can't be connected with the Whatsapp Business Platform and third party apps such as Crisp. These kind of phone numbers can only be used on an iPhone or an Android smartphone.

However, you can convert a Whatsapp Business App Number, into a WhatsApp Business Platform Number. To do it, you will need to delete your existing Whatsapp Business Account. your phone number will then be available again to be registered on the WhatsApp Business Platform Number.

You can find the procedure to remove your WhatsApp Account right there: https://faq.whatsapp.com/2138577903196467/?helpref=uf_share

I've initiated a WhatsApp conversation and sent a message but it was not delivered, why?

In order to initiate a conversation, you need to send an approved message template that was created in your WhatsApp business manager, as defined by Whatsapp's messaging policy. Free-form messages can only be sent to your customers once the user has responded to your message template.

If you need to create a message template, you can follow these instructions.

I'm trying to connect the plugin, but the popup window says the page is blocked, why?

In Facebook, you are able to be logged in as a page instead of your profile. When you open the popup window opens Facebook tries to automatically switch to your user profile, but it fails. To fix the issue:

• Close the pop-up window.
• Navigate to a new tab on your browser
• Go to facebook.com
• In the top right, select the profile picture
• Click see all profiles
• Switch to your admin account
• Go back to Crisp and try again.

I am migrating my number from a previous provider and I see an error "This number is registered to an existing WhatsApp account" in the Meta popup window, why?

If you are migrating from a previous provider and you are on "Step 3 of 3: Verify your WhatsApp Business number" in the pop-up window you have gone too far. You can simply close the pop-up window and you should be redirected in Crisp to the migration page. You can continue with the migration process as normal.

I've initiated a conversation using Message templates, but the customers response lands in a new conversation, why?

When initiating a WhatsApp conversation, the number you are messaging should be in international format. If you use local number formats, your customers responses might land in a new conversation as their response number will be in international format. You can compare the numbers in the "Main Information" section of both the conversation you initiated and the conversation with the users response.

Still not able to connect or get started with Crisp and WhatsApp Business? Contact our support team, we're available 24/5.

Updated on: 02/07/2025