Connecting troubleshooting
What the connection messages mean, and what to do about each.
Updated
| What you see | Why | What to do |
|---|---|---|
| "Connection cancelled — nothing was changed." | You cancelled or closed Meta's screen | Start again and approve the permissions |
| "Something went wrong connecting to Meta. Please try again." | The attempt was interrupted or took too long | Start again from Channels without long pauses. If it repeats, try another browser with cookies allowed |
| "Your Meta sign-in expired. Please connect again." | The Page list stayed open too long before you pressed Connect | Start the connection again |
| "That page is no longer available." | Your access to the Page changed after you signed in | Start the connection again |
| "Connected to Meta, but we couldn't subscribe that page to message notifications…" | A permission was switched off on Meta's screen, so messages couldn't reach your agent | Connect again and leave every permission on. If it repeats, contact support |
| "Instagram is connected on its own, not through Facebook." | You reached Instagram through the Facebook route | Go back to Channels and use the Instagram card |
| "…is already connected to another Syniria account." | Another Syniria business holds that channel | Ask that account to disconnect it, then connect it. If nobody can reach that account, contact support |
| "That channel has already been used for a free trial. Choose a plan to connect it." | The free trial is once per channel, ever | Choose a plan, or contact support |
| You've reached your plan's channel limit | Every slot is in use, or your plan ended | Disconnect a channel, or check Billing |
| "Meta finished, but this phone number isn't in any WhatsApp account you shared with Syniria." | Another Meta business was chosen than the one that holds the number | Start again and choose the business and WhatsApp account that hold the number. WhatsApp Manager shows which account it's in |
| "Meta's setup finished without a phone number…" | Meta's setup was finished without adding a number | Start again and add or choose the number on Meta's phone number step |
| "Meta hasn't confirmed that this number is linked to the WhatsApp Business app." | The request Meta sent to the app wasn't approved | Start again and approve it on your phone. If the number isn't on the Business app, choose another way |
| Meta says the number is already registered or still connected | A number on a WhatsApp phone app can't be added as a new number, or another platform still holds it | For the Business app, choose I use the Business app. To free it from another platform, disconnect it in the app (Settings → Account → Business Platform) and wait 15 minutes |
| "That PIN doesn't match the one Meta has for this number." | Wrong two-step verification PIN | Enter the number's existing PIN, or change it in WhatsApp Manager first |
| "Meta is limiting attempts on this number for now…" | Several wrong PINs or registration attempts | Wait before trying again: more attempts make the wait longer |
| "Meta approved signup, but…" with a reference | Meta finished, but a later step didn't | Contact support with the reference before reconnecting |
| The WhatsApp channel shows "Paused after a phone change" | WhatsApp Business was set up again on a phone | Finish the setup on the phone; Meta usually restores the connection within minutes. If it doesn't come back, reconnect |