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Troubleshooting & FAQ

Solutions for common issues and frequently asked questions about WhatsBoard

Common Issues

Connection Problems

QR Code Won't Scan or Expires

Symptoms: The QR code is blurry, unresponsive, or expires before you can scan it.

Solutions:

  1. Click Refresh to generate a new QR code
  2. Ensure your phone camera is clean and focused
  3. Make sure your phone screen brightness is up
  4. Try the pairing code method as an alternative — click "Link with Phone Number" instead

WhatsApp Shows as Disconnected

Symptoms: The connection card shows a red "Disconnected" status.

Causes:

  • Your phone lost internet connection for an extended period
  • You or someone else unlinked the device from WhatsApp settings
  • WhatsApp performed a security re-authentication

Solutions:

  1. Go to My Connections in WhatsBoard
  2. Click Reconnect on the affected connection
  3. Scan the QR code or enter a pairing code
  4. Verify your phone has an active internet connection

Pairing Code Not Working

Symptoms: The 8-digit pairing code is rejected by WhatsApp.

Solutions:

  1. Ensure you're entering the code in WhatsApp → Settings → Linked Devices → Link a Device → Link with Phone Number Instead
  2. The code expires after a short time — request a new one if it's been more than a minute
  3. Make sure the phone number entered in WhatsBoard matches your WhatsApp number exactly

Messaging Problems

Messages Not Sending

Symptoms: You type and send a message, but it doesn't appear as delivered.

Solutions:

  1. Check that the WhatsApp connection is active (green status)
  2. Verify the phone number in the Phone column includes the country code (e.g., +1 234 567 8901)
  3. Ensure the recipient has WhatsApp installed on that number
  4. On QR connections, check your phone's internet connection — QR sessions require your phone to be online (not applicable to official API connections)
  5. On official connections, check you're inside the 24-hour window or using an approved template

Media Not Sending

Symptoms: File attachment fails or shows an error.

Solutions:

  1. Verify the file is under 16 MB
  2. Check the file format is supported:
    • Images: JPEG, PNG, GIF, WebP
    • Videos: MP4, AVI, MOV
    • Audio: MP3, OGG, WAV
    • Documents: PDF, DOC, DOCX, XLS, XLSX, PPT, etc.
  3. Try sending a smaller file to rule out size issues
  4. If the issue persists, try re-establishing the WhatsApp connection

Chat Not Appearing on the Board

Symptoms: You receive a WhatsApp message, but no corresponding item appears on your board.

Solutions:

  1. Check that Sync incoming chats is enabled in connection settings
  2. Verify the sender's number isn't on your Mute List
  3. Ensure the board is still linked to the WhatsApp connection
  4. If the contact already has an item on the board, the message will appear there instead of creating a new item

Messages Appearing on the Wrong Item

Symptoms: A message from one contact appears under a different item.

Solutions:

  1. Check for duplicate phone numbers across items on your board
  2. WhatsBoard matches messages to items by phone number — if two items share a number, the first match is used
  3. Ensure phone numbers include full country codes to avoid ambiguous matches

Official API Problems

"Outside the 24-Hour Window" Error

Symptoms: Sending fails with a window/24-hour/policy error on an official connection.

Causes: The contact hasn't messaged in over 24 hours, so Meta blocks free-form messages.

Solutions:

  1. Resend the message as an approved template (use the Templates button in chat or the Send Template Message automation action)
  2. Once the contact replies, the window re-opens and free-form messaging works again
  3. For automations that fire unprompted, switch them permanently to Send Template Message

Template Fails on Official Connection

Symptoms: A template sends on QR but fails on the official connection.

Solutions:

  1. Check the template's approval status — only Meta-approved templates deliver on the official API
  2. If rejected, read Meta's reason, fix the wording/category, and resubmit
  3. If pending, wait for review (usually minutes to a day) and use another approved template meanwhile

Number Already Registered / Migration Issues

Symptoms: Embedded signup fails, or the number can't be verified.

Solutions:

  1. Each number can only live in one place: if it's active in the WhatsApp phone app, Meta migrates it to the API during signup (it stops working as a phone-app account)
  2. If the number is already attached to a different WhatsApp Business Account, release it there first
  3. Ensure you can receive the SMS/voice OTP on that number during verification
  4. To go back to QR/phone-app use, release the number from the Business Account first, then link via QR

Messages Blocked / Quality Rating Drops

Symptoms: Delivery rates fall, or Meta limits sending on the official connection.

Causes: Low quality rating — usually from messaging users who didn't opt in, or high block/report rates.

Solutions:

  1. Only message users with clear opt-in
  2. Keep marketing content in Marketing templates and transactional content in Utility
  3. Honor opt-outs immediately (STOP/unsubscribe requests)
  4. Warm up new numbers gradually instead of blasting on day one

Template Problems

Template Variables Not Populating

Symptoms: The message is sent with {{ColumnTitle}} as literal text instead of the column value.

Solutions:

  1. Verify the variable name matches the column title exactly (case-sensitive)
  2. Check that the column exists on the board the template is associated with
  3. Ensure the item has a value in that column — empty columns result in empty replacements
  4. If you renamed a column, update the template to match the new name

Template Not Appearing in Chat

Symptoms: You click the Templates button but your template isn't listed.

Solutions:

  1. Confirm the template was created for the correct board
  2. Check that the template wasn't accidentally deleted
  3. Try searching by name in the template picker

Template Image Not Sending

Symptoms: The text sends but the attached image is missing.

Solutions:

  1. Verify the image is under 5 MB and in a supported format (JPEG, PNG, GIF, WebP)
  2. Try re-uploading the image in the template editor
  3. If the issue persists, create a new template with the image

Automation Problems

Automation Not Firing

Symptoms: The recipe trigger occurs but no WhatsApp message is sent.

Solutions:

  1. Verify the WhatsApp connection is active
  2. Check the automation is enabled (not paused)
  3. Confirm the trigger conditions match the actual event
  4. Review the Automation Dashboard for failed runs
  5. Check that the item has a valid phone number in the Phone column

AI Parse Chat Info Returns Poor Results

Symptoms: The extracted data is inaccurate or incomplete.

Solutions:

  1. Make your context prompt more specific:
    • Bad: "Get customer info"
    • Good: "Extract the customer's full name, email address, and the product they're inquiring about. Return urgency as low/medium/high."
  2. Ensure the chat has enough message history for meaningful extraction
  3. For complex extractions, break the task into multiple simpler prompts

Import Problems

Import Is Slow or Stuck

Symptoms: The progress bar moves very slowly or appears stuck.

Solutions:

  1. Large imports (100+ chats) are processed in batches and may take several minutes
  2. Check the progress indicator for the current batch number
  3. Do not close the modal during import — let it complete
  4. If truly stuck (no progress for 5+ minutes), cancel and try importing in smaller batches

Many Contacts Skipped During Import

Symptoms: The import summary shows a high number of skipped contacts.

Causes:

  • Duplicate contacts that already exist as items on the board
  • Contacts without valid phone numbers
  • Broadcast lists or system numbers that can't be imported

Solutions:

  1. Review your board for existing items with the same phone numbers
  2. Skipped contacts are expected for duplicates — this prevents data duplication

Frequently Asked Questions

General

Can I connect multiple WhatsApp numbers? Yes. Each WhatsApp number is a separate connection. You can create as many connections as you need — and you can mix methods (e.g., one official API connection for support, one QR connection for a group-heavy workflow).

Should I use the Official API or QR Connect? See the full comparison in Connection Methods. In short: official for always-on, verified, high-volume production use (with 24-hour window rules); QR for instant setup, groups, and history import.

Does the official API need my phone to stay online? No. Official connections are hosted by Meta. Only QR connections need your phone powered on and connected.

Can I use the same number for both methods at once? No — one number, one method at a time. You can switch, but it's a fresh setup each way. Details in Connection Methods.

Do group chats work on the official API? No. The official API is 1:1 messaging only. Use a QR connection for groups.

Can one WhatsApp number be linked to multiple boards? Yes. A single connection can be linked to multiple boards. Each board independently tracks conversations and items.

Does everyone on my team need WhatsApp on their phone? No. Only one phone needs WhatsApp with the connected number. All team members can send and receive messages through monday.com using WhatsBoard.

Are messages visible to all board members? Yes. Anyone with access to the board can see WhatsApp conversations in the Board View and Item View.

Messaging

Is there a limit on how many messages I can send? WhatsBoard doesn't impose its own limits, but WhatsApp may rate-limit accounts that send a high volume of messages in a short period. Use automations responsibly and avoid bulk unsolicited messaging. On official API connections, Meta applies tiered messaging limits that grow with your quality rating, and bills conversations separately per its WhatsApp pricing — see Connection Methods.

Can I send messages to numbers not on my board? Not directly. WhatsBoard sends messages based on the Phone column of board items. To message a new number, create an item with that number first, or import the chat.

Can I delete or edit sent messages? No. Once a message is sent via WhatsApp, it cannot be edited or deleted from within WhatsBoard.

Do I get read receipts? Yes. WhatsBoard shows message delivery status — sent (✓), delivered (✓✓), and read (✓✓ blue) — based on standard WhatsApp read receipt behavior.

Groups

Can I create WhatsApp groups from WhatsBoard? No. Group creation is done in WhatsApp directly. You can import existing group chats into WhatsBoard and send/receive messages within them.

How do I link a group chat to a board item? Add a text column named "Group ID" to your board. Import the group chat, and the Group ID will be populated automatically. You can also manually enter the Group ID (format: 120363XXXXXXXXXX@g.us).

Security

Are my messages encrypted? Yes. All messages travel through WhatsApp's end-to-end encryption. WhatsBoard stores message content only for display within monday.com.

Can WhatsBoard read my personal WhatsApp chats? WhatsBoard connects as a linked device, similar to WhatsApp Web. It processes messages for the boards you've configured, but doesn't store or process chats outside of your connected boards.

What happens to my data if I uninstall the app? Your WhatsApp account and conversations remain unaffected. Board items and chat history stored in monday.com are preserved. The WhatsApp session is disconnected.

Billing & Limits

Is there a message limit per plan? Refer to the WhatsBoard pricing page for current plan details and message limits.

Getting More Help

If your issue isn't covered here:

  1. Check the other guides:

  2. Contact support at support@momentumapps.in

Need more help? Reach out to our support team at support@momentumapps.in