WhatsApp Inbox Troubleshooting
Use this page when the WhatsApp Inbox does not behave as expected. Read the WhatsApp Inbox guide first if you are new to the feature.
"Media does not show"
Photos, videos, and documents only appear on Official WhatsApp Business conversations. Check the connection type for that conversation first.
On an official connection, media can fail to show for a few reasons:
- "This media could not be fetched. Ask the customer to send it again." — the customer's file could not be retrieved. Ask the customer to resend it.
- "This file is too large to show here. Open WhatsApp on your phone." — the file is too large to preview in Konektor. Open WhatsApp on your phone to view it.
- A document shows no preview. This is normal; click the download icon on the document card to open it.
On a WhatsApp Session or a chat provider, media cannot show in the Inbox yet. Open WhatsApp on your phone to view files sent or received through either channel.
"Voice recording is unavailable"
Voice notes work only on Official WhatsApp Business connections. On a WhatsApp Session or a chat provider, the microphone icon shows disabled; hover over it to read why.
On an official connection, check the following if the microphone icon is missing or recording fails:
- The microphone icon is missing entirely — your browser does not support voice recording. Send the recording as a regular audio attachment instead.
- "Allow microphone access in your browser settings, then try again." — microphone permission was denied. Open your browser settings, allow microphone access, then try again.
- "No microphone found." — check that your device has a working microphone connected.
- "The microphone is in use by another app." — close other apps using the microphone, such as a video call app, then try again.
Recording stops automatically at 120 seconds. Record again if your message runs longer than that.
"The 24-hour window is closed"
The message box shows "The 24-hour window is closed. Send a template to reopen the conversation." once 24 hours have passed since the customer's last message. This applies only to Official WhatsApp Business connections.
Click Template on the message box, choose an approved template, then send it. The message box accepts free-form text again as soon as the customer replies to that template.
"Message failed to send"
A failed message shows a red outline and a Try again button. Click it to resend.
The text under the message explains why:
| Text shown | What to do |
|---|---|
| "Too many messages in a short time. Try again shortly." | Wait a moment, then click Try again. |
| "WhatsApp has restricted this number over message quality. Check the Connection Status page." | Open the Connection Status page for details and next steps. |
| "This message could not reach that number. Make sure the number is active on WhatsApp." | Make sure the customer's number is still active on WhatsApp. |
| "This connection cannot send messages right now. Check the Connection Status page." | Open the Connection Status page for details and next steps. |
| "WhatsApp is having an outage. The message will be retried." | Wait; Konektor automatically retries sending it. |
| "The WhatsApp connection needs to be reconnected." | Open the Connection Status page and reconnect it. |
Request help
- Open Help & Tickets.
- Describe the affected feature, such as voice notes or attachments.
- Describe the steps you took and the text shown on screen.
Do not attach tokens, passwords, or customer conversation content to a help ticket.
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