Connection Issues

This guide helps you resolve the most common WhatsApp connection issues on RabtCRM.

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Problem 1 — Instance Shows "Disconnected" 🔴

Likely causes:

• Your phone was turned off or lost internet
• Your WhatsApp session expired
• You logged out of WhatsApp on your phone

Solution:

1. Go to Instances in the left sidebar

2. Click the disconnected instance
3. Click Reconnect or Re-scan QR Code
4. On your phone: WhatsApp → Linked Devices → Link a Device → scan the code

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Problem 2 — QR Code Not Working

Causes:

• The QR code expired (refreshes every 30 seconds)
• Phone is too far from the screen

Solution:

• Click the Refresh button under the QR code to get a new one
• Scan immediately after it appears before it expires

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Problem 3 — Customer Messages Not Appearing

Messages from customers aren't showing in conversations?

Check the following:

Step	What to Verify
1	Is the instance status 🟢 Connected?
2	Does your phone have internet?
3	Is WhatsApp open on more than one device?
4	Is there a pending WhatsApp update on the phone?

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Problem 4 — Connection Keeps Dropping

Common causes:

• Phone enters battery saver mode and cuts WhatsApp's internet access
• Unstable mobile internet connection

Solutions:

• Disable battery optimisation for WhatsApp in your phone's settings
• Consider a WhatsApp Business API plan for a more stable connection — contact our support team

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Problem 5 — "Session not found" Error

Appears when trying to send from a deleted instance.

Solution:

• Create a new instance and re-link it
• Make sure the instance name used in your API calls or flows is correct

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Problem 6 — Can't Log In to the Platform

Cause	Solution
Forgot password	Click "Forgot password" on the sign-in page
Wrong email	Contact your account manager
Account suspended	Contact the platform administrator

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When to Contact Support

Reach out if:

• The connection stays broken after multiple re-scan attempts
• You see a 500 error or "Server Error" message
• Messages are sent but customers aren't receiving them

Support channels:

• Email: [email protected]
• Live chat: click the support icon inside the platform

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Next Step

← Message Failure Causes