Meta’s window does not open or closes early
- Meta’s window has to open from your click on Connect WhatsApp. If you see Your browser blocked Meta’s window, allow pop-ups for the Popcorn app in your browser and click Try again.
- If you see Meta’s sign-in didn’t load, check your internet connection or any blocker that stops facebook.com, then click Try again.
- If you close the window early, nothing is connected and you see Meta’s window closed before you finished. The message names the step you stopped at, such as choosing your business, adding the number or entering the code Meta sent. Click Start again.
- Meta’s window ran into a problem means Meta reported an error. Nothing was connected. Start again.
The number does not connect
The page names what happened and offers one next step. The messages below are the ones not already explained in Connect a WhatsApp number, where you will also find the permission, verification, two-step PIN, other-workspace and WhatsApp Business app cases.A number needs a reconnect
When Popcorn can no longer send from a number, customers on it get no replies. Popcorn tells you in several places: a banner on every page, WhatsApp needs a reconnect in the sidebar, the number’s Status on the Account tab, the Integrations row, and the Inbox composer (“WhatsApp is disconnected, so replies can’t reach customers. Reconnect to continue.”). It also emails the owner and admins of your workspace, with a reminder three days later if the number still needs a reconnect.
If you can’t connect numbers, the banner says “Ask your account owner or an admin to reconnect it.” The banner adds “Other WhatsApp numbers need attention too.” when more than one number does. Reconnect opens Meta’s window again so you can sign in. A campaign can’t pick a number that needs a reconnect; it shows Reconnect needed for followed by the number, and you can choose another.
A number is missing from Connected numbers
The Account tab reads what Popcorn last learned from Meta and never waits on Meta, so a slow or failing Meta never hides a number. A number leaves Connected numbers only when it was removed:- Someone on your team deleted it with Delete. Connect the same number again to bring back its templates, AI agent and team label.
- Meta confirmed that Popcorn AI lost access, because Popcorn AI was removed from the account or number in Meta, or because Meta’s offboarding did not come back within about 45 minutes. Popcorn takes the number off your workspace and emails the owners “Your WhatsApp number was disconnected”. Its templates, AI agent and settings are kept. Click Connect another number on the Account tab (or Reconnect WhatsApp in the email) and sign in again. If the cause was Meta’s offboarding and Meta restores access within 7 days, the number comes back by itself.
Connected, but the agent does not reply
Right after WhatsApp is connected, the agent answers on the number straight away. If it doesn’t:- Check the number’s Status on the Account tab. Anything other than Live is covered above.
- Check that the number is answered by a published agent. A number that is attached to no agent is answered by your default agent, and an agent needs a published version before a number can be routed to it. See Connect knowledge, tools and channels.
- Check your credits. When they run out, the agent stops replying; see Inbox troubleshooting.
- If the number also runs in the WhatsApp Business app, check Hand over when your team replies from the app on the Account tab. With it on, your agent stops replying in a conversation once your team replies from the phone. See Use Popcorn with the WhatsApp Business app.
Message limit shows Syncing with Meta or Limit unavailable
The Message limit column on the Account tab is read from Meta and refreshed every 24 hours. Until Meta has confirmed a limit, campaign messages from that number are held and retried every minute; if the limit is still unknown after about an hour, they are marked as failed.- Syncing with Meta: Popcorn has not received the limit yet, or Meta no longer accepts Popcorn’s access to the number. If it does not change within a day, connect the number again with Connect another number.
- Limit unavailable: the last check hit a temporary error. Popcorn retries by itself, starting 15 minutes later and spacing the tries out to once a day.
Display name pending, declined or not turned on
On the Profile tab, WhatsApp display name shows the review state, and Meta won’t send from some numbers until the name is approved. In that case the number’s Status reads Name needs approval, Name in review, Name declined or Name needs activation, and a banner says “Your WhatsApp number can’t send messages”, “WhatsApp is reviewing your display name”, “WhatsApp declined your display name” or “Your display name is approved but not turned on”.
Display names can only be changed in Meta. The full steps are in WhatsApp business profile.
Messages are not delivered
Open the message in the Inbox: a message that did not go out shows Not delivered and a note under it says why and what to do. The most common ones:
The full list is in Inbox troubleshooting. For campaigns, open the campaign and read the failure categories, such as Marketing message limits, Sending limits and Template setup errors. A campaign larger than the number’s daily limit is spread over several days, which Popcorn tells you before you send. See Campaign troubleshooting and Delivery and reachability.
The button or chat does not show on my site
Check in this order:- Is the code installed? The snippet must be on the page, ideally before
</body>. Copy it again with Get embed code on Integrations → WhatsApp → Website button or on Integrations → Website chat. - Is the channel on and saved? The WhatsApp button needs Show WhatsApp button on. Website chat on a store needs Show on my store on. Both need Save changes. With both off, the storefront script shows nothing.
- Is a number selected? The WhatsApp button needs a WhatsApp number. If that number was deleted, the form says “This number is no longer connected. Choose another one.” and the button is not drawn until you choose another and save.
- Is another widget already on the page? Only one Popcorn widget loads per page, and the chat bubble never loads inside an embedded frame. Remove duplicate snippets.
- Is the domain shared? If your store’s domain is connected to more than one Popcorn workspace, such as an old trial, Popcorn can’t tell which one to use and shows nothing. Disconnect the store from the workspace you no longer use.
- An older Zid installation? Zid stores installed earlier without workspace details are matched by their domain, and the WhatsApp button only shows once it has been saved. Save the Website button tab once with Show WhatsApp button on.
Product cards or the catalog are not working
Full details are in Products in WhatsApp and Integrations troubleshooting.