QR code will not connect
- Open the correct Hosted account and inspect session status.
- Refresh a stale/expired QR using the provided control.
- Pair from the authorized phone's Linked Devices menu.
- Wait for a genuinely connected/ready state before expecting a live chat.
- If pairing repeatedly fails, preserve the session/account reference for support.
Live inbound messages delayed
Confirm the connected session is still active. Check the newest live message rather than older chat history. If the inbox needs manual refresh, note the arrival time on the phone versus the timestamp in SHVYA.
Manual message stuck in queue
Open View Queue and check the exact outbound record. A status of “processing” without server ACK differs from a confirmed send. Confirm gateway readiness and whether the provider outcome is already uncertain before pressing retry.
AI reply delayed
AI work can have deliberate burst-coalescing/pacing and separate hosted worker processing. Check the latest inbound's AI job and compare its state to the actual outbound provider receipt. Do not infer a broken AI Playbook merely from session disconnection.
If a reconnect does not restore messages
Use support to review persistent gateway session health, callback delivery, worker/Beat queues and provider acknowledgement for the affected record. Session state and message journals should not be deleted casually.
Safe support details
Share the account/session UUID, redacted screenshots, masked numbers, event time with timezone and observed queue state. Never upload a full session profile or WhatsApp authentication data.