Troubleshooting
Messages not sending, templates stuck in review, widgets missing from the theme, and other common fixes.
Start hereOpen LogsIs there a row for the order?
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No rowIt never triggeredAutomation off, or the event didn't match
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A rowRead its statusFailed rows carry the reason
Almost every problem is answered by Logs. A missing row and a failed row have completely different causes.
Start in Logs, on the All tab, and search the order number. Whether a row exists tells you which half of this page you need.
No message was sent
There's no row in Logs at all
The automation never triggered. In rough order of likelihood:
The automation is offOr was switched on but never saved. A dimmed card means off.
The order isn't recognised as CODFor COD Confirmation only. Set the COD gateway override to your exact payment method name. This is the most common cause of all.
The triggering event didn't happenReview requests need the order marked delivered, not just fulfilled. Upsell needs its chosen event. Back in Stock needs inventory to cross from zero to positive.
The automation isn't in your planLocked cards name the plan that unlocks them.
A delay hasn't elapsedCheck the delay on the card, and remember quiet hours hold most messages between 02:00 and 11:00 in your store's timezone.
The order has no phone numberNothing to send to. Check the order in Shopify.
The row says Failed
The reason is on the row. The usual four:
Invalid or missing phone numberFix the number on the order, or fix your checkout so numbers are collected with a country code. Retrying without fixing it fails again.
Monthly limit reachedUpgrade, connect your own number, or wait for the reset. See Message limits.
Template not approvedOwn-number stores only. Check the Templates page.
Not a WhatsApp numberValid number, no WhatsApp account. Nothing to fix.
The row says Sent, but the customer got nothing
- Wrong number. Right format, wrong person — check the order.
- Number quality restriction. On your own number, check the quality rating on the Channels page. A restricted number accepts messages and silently fails to deliver them.
- The customer blocked the sender. Nothing to do.
Templates and Meta review
Stuck "In review" for hoursNormal up to 24 hours. Beyond that, check Meta Business Manager directly — occasionally a template needs attention there.
Rejected by MetaUsually promotional wording in a utility template, a variable at the very start or end of the body, or aggressive urgency. Edit and resubmit — there's no penalty. See why Meta rejects templates.
Approved but not sendingCheck the number is activated for sending — the Channels card offers Finish setup if it isn't.
Only one language approvedThere is deliberately no fallback between English and Arabic. A customer resolving to Arabic won't be sent English instead — the missing template must be approved.
Connecting your own number
"This number is already registered"It's in use by a personal WhatsApp or the WhatsApp Business app. Delete that account on the phone first, then retry.
The verification code never arrivesAsk for the voice-call option — some carriers filter automated SMS. Meta limits attempts, so wait rather than retrying repeatedly.
Connected but nothing sendsEither the number isn't activated for sending, or templates aren't approved yet.
Quality rating droppedBlocks and reports. Send less marketing, respect the customer's language, and don't message the same person repeatedly.
Facebook and Instagram
Instagram didn't connectThe account must be a professional account linked to your Facebook Page, with Allow access to messages switched on in the Instagram app. Link it in Meta Business Suite, then connect again from Wapify.
Chats disappearedThe channel was disconnected. Nothing is deleted — reconnect and the full history returns.
Can't reply to an old DMThe 24-hour window closed, and Messenger and Instagram have no template mechanism to reopen it. You have to wait for the customer.
Storefront widgets
"Notify me" button missingThe app embed isn't on the published theme, or the product isn't actually out of stock. Use Recheck on the Back in Stock card.
Button appears in the wrong placeUse the widget's advanced CSS selector setting to name where it should go. See the widget page.
Reviews not on the product pageEither the block isn't added to the theme, or the reviews are still Pending. Approving is what publishes them.
Everything vanished after a theme changeBlocks and embeds are per theme. Add them again in the new one.
Inbox
"Read-only mode"Replying needs the Pro plan. Reading works on every plan.
Composer disabledThe 24-hour window has closed. On WhatsApp, send a template to reopen it; on Messenger and Instagram, wait for the customer.
"Live updates unavailable"Real-time isn't available in that environment. Messages still load — reopen the page or switch back to the tab to refresh.
A chat has no ordersMessenger and Instagram chats have no phone number to match on. Use Find matching orders — see AI in the Inbox.
Campaigns
Only 10 people received itThe shared-number cap. Connect your own number to reach a full audience.
Paused mid-sendAlmost always the marketing allowance. The campaign records the reason.
No templates in the pickerOnly approved marketing templates can be used. Just after connecting your own number, wait for approval.
Audience is 0Filters combine — every one has to be true of the same customer. Clear them and add back one at a time.
Numbers that don't match
Analytics vs ShopifyWapify's "Last 7 days" includes today; Shopify's excludes it. A small gap is expected.
Analytics vs LogsAnalytics counts distinct customers and orders for engagement, and messages for delivery. Logs counts message rows. Both are right; they answer different questions.
Revenue looks lowAttribution only counts what it can prove, and COD confirmations contribute nothing to it. See Revenue attribution.
Still stuck
Message the team on WhatsApp at +20 109 044 8833, Saturday–Thursday, 10:00–19:00 (GMT+2). It helps enormously to include your store domain, the order number, and what the Logs row says.