WhatsApp troubleshooting

The Meta window does not open

Your browser blocked the popup. Allow popups for reminderapp.io and press Connect WhatsApp again. Use a computer, not a phone.

My practice is not listed when choosing a business portfolio

You are logged in to Facebook with an account that does not manage the practice's business portfolio. Log out of Facebook, log in with the account that set it up, and try again. To see which portfolios a login manages, open https://business.facebook.com/select after logging in.

If you are sure nobody set one up before, choose to create a new one.

"This number is already in use" or the number is refused

The number is registered with WhatsApp somewhere else. Usually one of:

• It is still active in the WhatsApp app on a phone. Delete the account from that phone first: WhatsApp, Settings, Account, Delete my account. Then retry.
• It is connected to another service, for example a chatbot or booking tool. That service has to release it before Meta will let ReminderApp use it.

The connect flow fails at the very end with a vague error

Your WhatsApp Business Account may already be shared with two other services. Meta allows only two. In Meta Business Settings, go to Partners and remove one you no longer use, then retry. Or connect a different number in a new WhatsApp Business Account.

"This number already has a two-step verification PIN, and this isn't it"

The number had a PIN set before. Enter that PIN. If nobody knows it, open WhatsApp Manager from the link on the WhatsApp card, go to Phone numbers, reset two-step verification, wait a few minutes, and try again.

"WhatsApp has temporarily locked registration for this number"

Too many PIN attempts. Meta locks the number for 72 hours. Wait it out. Retrying sooner extends the lock.

Reminders show my phone number instead of my practice name

Your display name is still under review or was rejected. Open WhatsApp Manager from the WhatsApp card, go to Phone numbers, and check the name status. If rejected, submit your registered practice name exactly as it appears on your website or registration. Names with web addresses, slogans, or words like "Official" are rejected.

Reminders stopped going out on WhatsApp

Check these in order:

1. Payment method. Open Billing from the WhatsApp card. If there is no card, add one. Meta stops delivery once the free allowance is used.
2. Template approval. The WhatsApp card lists each reminder template and its status. Press Resubmit missing templates if any are missing.
3. Patient consent. Only opted-in patients get WhatsApp. Everyone else gets SMS.

Staff can no longer use WhatsApp on the phone for this number

This is expected. A number connected to ReminderApp works only through ReminderApp. Patient replies are in the ReminderApp inbox. If staff need WhatsApp on a phone, use a different number for reminders.

I want to disconnect

Press Disconnect on the WhatsApp card. ReminderApp removes its access. Your WhatsApp Business Account, number and templates remain yours in Meta. Reminders go back to SMS.

Still stuck?

Contact support and tell us which step you were on and the exact wording of any error. If you would like us to look at your WhatsApp account with you, we can walk you through it on a call.