[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"docs-en-\u002Fen\u002Fdocs\u002Fwhatsapp-inbox-troubleshooting":3},{"id":4,"title":5,"body":6,"category":256,"code_examples":257,"demos":257,"description":258,"extension":259,"meta":260,"navigation":257,"order":257,"path":261,"seo":262,"sitemap":263,"stem":265,"tags":266,"toc":270,"videos":257,"__hash__":271},"docsEn\u002Fen\u002Fdocs\u002Fwhatsapp-inbox-troubleshooting.md","WhatsApp Inbox Troubleshooting",{"type":7,"value":8,"toc":246},"minimark",[9,13,23,28,36,39,52,63,67,78,81,95,98,102,108,120,124,131,134,201,205,221,224,228],[10,11,5],"h1",{"id":12},"whatsapp-inbox-troubleshooting",[14,15,16,17,22],"p",{},"Use this page when the WhatsApp Inbox does not behave as expected. Read the ",[18,19,21],"a",{"href":20},"\u002Fen\u002Fdocs\u002Funified-inbox","WhatsApp Inbox guide"," first if you are new to the feature.",[24,25,27],"h2",{"id":26},"media-does-not-show","\"Media does not show\"",[14,29,30,31,35],{},"Photos, videos, and documents only appear on ",[32,33,34],"strong",{},"Official WhatsApp Business"," conversations. Check the connection type for that conversation first.",[14,37,38],{},"On an official connection, media can fail to show for a few reasons:",[40,41,42,46,49],"ul",{},[43,44,45],"li",{},"\"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.",[43,47,48],{},"\"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.",[43,50,51],{},"A document shows no preview. This is normal; click the download icon on the document card to open it.",[14,53,54,55,58,59,62],{},"On a ",[32,56,57],{},"WhatsApp Session"," or a ",[32,60,61],{},"chat provider",", media cannot show in the Inbox yet. Open WhatsApp on your phone to view files sent or received through either channel.",[24,64,66],{"id":65},"voice-recording-is-unavailable","\"Voice recording is unavailable\"",[14,68,69,70,72,73,58,75,77],{},"Voice notes work only on ",[32,71,34],{}," connections. On a ",[32,74,57],{},[32,76,61],{},", the microphone icon shows disabled; hover over it to read why.",[14,79,80],{},"On an official connection, check the following if the microphone icon is missing or recording fails:",[40,82,83,86,89,92],{},[43,84,85],{},"The microphone icon is missing entirely — your browser does not support voice recording. Send the recording as a regular audio attachment instead.",[43,87,88],{},"\"Allow microphone access in your browser settings, then try again.\" — microphone permission was denied. Open your browser settings, allow microphone access, then try again.",[43,90,91],{},"\"No microphone found.\" — check that your device has a working microphone connected.",[43,93,94],{},"\"The microphone is in use by another app.\" — close other apps using the microphone, such as a video call app, then try again.",[14,96,97],{},"Recording stops automatically at 120 seconds. Record again if your message runs longer than that.",[24,99,101],{"id":100},"the-24-hour-window-is-closed","\"The 24-hour window is closed\"",[14,103,104,105,107],{},"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 ",[32,106,34],{}," connections.",[14,109,110,111,114,115,119],{},"Click ",[32,112,113],{},"Template"," on the message box, choose an ",[18,116,118],{"href":117},"\u002Fen\u002Fdocs\u002Fwhatsapp-templates","approved template",", then send it. The message box accepts free-form text again as soon as the customer replies to that template.",[24,121,123],{"id":122},"message-failed-to-send","\"Message failed to send\"",[14,125,126,127,130],{},"A failed message shows a red outline and a ",[32,128,129],{},"Try again"," button. Click it to resend.",[14,132,133],{},"The text under the message explains why:",[135,136,137,150],"table",{},[138,139,140],"thead",{},[141,142,143,147],"tr",{},[144,145,146],"th",{},"Text shown",[144,148,149],{},"What to do",[151,152,153,162,170,178,185,193],"tbody",{},[141,154,155,159],{},[156,157,158],"td",{},"\"Too many messages in a short time. Try again shortly.\"",[156,160,161],{},"Wait a moment, then click Try again.",[141,163,164,167],{},[156,165,166],{},"\"WhatsApp has restricted this number over message quality. Check the Connection Status page.\"",[156,168,169],{},"Open the Connection Status page for details and next steps.",[141,171,172,175],{},[156,173,174],{},"\"This message could not reach that number. Make sure the number is active on WhatsApp.\"",[156,176,177],{},"Make sure the customer's number is still active on WhatsApp.",[141,179,180,183],{},[156,181,182],{},"\"This connection cannot send messages right now. Check the Connection Status page.\"",[156,184,169],{},[141,186,187,190],{},[156,188,189],{},"\"WhatsApp is having an outage. The message will be retried.\"",[156,191,192],{},"Wait; Konektor automatically retries sending it.",[141,194,195,198],{},[156,196,197],{},"\"The WhatsApp connection needs to be reconnected.\"",[156,199,200],{},"Open the Connection Status page and reconnect it.",[24,202,204],{"id":203},"request-help","Request help",[206,207,208,215,218],"ol",{},[43,209,210,211,214],{},"Open ",[32,212,213],{},"Help & Tickets",".",[43,216,217],{},"Describe the affected feature, such as voice notes or attachments.",[43,219,220],{},"Describe the steps you took and the text shown on screen.",[14,222,223],{},"Do not attach tokens, passwords, or customer conversation content to a help ticket.",[24,225,227],{"id":226},"related-guides","Related guides",[40,229,230,235,240],{},[43,231,232],{},[18,233,234],{"href":20},"WhatsApp Inbox",[43,236,237],{},[18,238,239],{"href":117},"WhatsApp Message Templates",[43,241,242],{},[18,243,245],{"href":244},"\u002Fen\u002Fdocs\u002Fwhatsapp-official","Connect Official WhatsApp Business",{"title":247,"searchDepth":248,"depth":248,"links":249},"",2,[250,251,252,253,254,255],{"id":26,"depth":248,"text":27},{"id":65,"depth":248,"text":66},{"id":100,"depth":248,"text":101},{"id":122,"depth":248,"text":123},{"id":203,"depth":248,"text":204},{"id":226,"depth":248,"text":227},"whatsapp",null,"Fixes for missing media, an unavailable voice recorder, a closed 24-hour window, and failed messages.","md",{},"\u002Fen\u002Fdocs\u002Fwhatsapp-inbox-troubleshooting",{"canonical":261,"title":5,"description":258},{"loc":261,"lastmod":264},"2026-09-19","en\u002Fdocs\u002Fwhatsapp-inbox-troubleshooting",[256,267,268,269],"inbox","troubleshooting","help",true,"IC19YpZyKlK8T-WxUHUjytIkCySVwtLx8nqM7uqCHvU"]