Common Troubleshooting Guide

Most problems in Nuha Chat fall into a handful of buckets. This guide covers the fastest fix for each.

When to use this guide

Whenever something isn't behaving as expected — start here before contacting support.

Before you start

• Admin access usually helps but isn't required for diagnosis.

Step-by-step

1. 1

   WhatsApp connection issues

   If the number won't connect, the most common cause is that it's still active in the WhatsApp or WhatsApp Business app. You may need to migrate or remove it from the app before connecting it to WhatsApp Official, then retry. See Connect Your WhatsApp Number.

2. 2

   Message delivery issues

   If messages aren't arriving, check the 24-hour window first. Outside the window, only templates work. Inside it, free-form is fine. See the 24-Hour Rule.

3. 3

   Automation not firing

   Open Automation → Logs. If you don't see an entry for the expected event, the trigger never matched. If you do see one with status Failed, the error message tells you which action broke.

4. 4

   Broadcast failures

   Open the campaign Results tab. Failures are usually 'Not on WhatsApp' (number is invalid) or 'Opted out' (customer blocked your business). Both are normal and not a bug.

5. 5

   Access issues

   If a teammate can't see a section, check their role under Settings → Team. Viewers can't reply or send. Agents can't manage billing or integrations.

What happens next

Still stuck after trying the above? Contact Support and include your workspace name, the WhatsApp number involved, and a screenshot.

Common issues