Troubleshooting

Organised by what you can see, not by which part of the product is responsible. Find the symptom, work the fixes in order — they are listed most likely first.

Most problems are one of four things: a journey left in Draft, a template that is not Approved at send time, the messages webhook field not subscribed, or storefront tracking not capturing a phone number. Check those four before anything else — and read the skip reason on the affected order, which usually names the cause outright.

Nothing is sending

A journey is live but customers get no messages

Confirm the journey shows Published, not Draft. Saving is not publishing.
Confirm every template it uses shows Approved right now — Meta can pause an approved template later.
Check trigger filters are not excluding the customer. Rules combine with AND.
Confirm the order or cart carries a phone number in international format.
Read the skip reason on the order — see Orders.

Order confirmations never fire

The journey must use the order placed trigger. There is no "order confirmed" trigger.
Republish after changing a trigger — a live journey keeps the trigger it was published with.
See Order status updates.

Shipped and delivered never fire, but confirmations work

Fulfilment permissions are missing on the Shopify connection.
Settings → Shopify → Reconnect and approve the full permission list.
See Connect Shopify.

Messages stopped part-way through a campaign

Check your cycle send allowance in Settings → Billing.
Check your Meta messaging limit in Meta Business Manager.
See limits and quotas.

The inbox is wrong

Inbox is completely empty

The messages webhook field is not subscribed. This is the single most common cause.
Message from a personal phone — a business number cannot message itself.
Confirm a flow is Published in Flow Builder.
See Connect WhatsApp.

Send button is greyed out or says the session expired

The 24-hour window has closed. Pick an approved template — see the service window.
WhatsApp may be disconnected. Reconnect in Settings.
A Marketing template to an opted-out contact is blocked by design.

The bot replies while an agent is typing

Press Take control on the thread — that is what pauses automation.
See inbox and handover.

The bot never replies again on one thread

The thread is still taken over. Press Release to bot.
Resolving a ticket does not release it — they are separate actions.

Template problems

Template is stuck Pending

Approval is usually minutes but can take up to 24 hours on a first submission.
Use Sync from Meta in Meta Manager if the status looks stale.

Template was rejected

Read Meta’s reason on the template row.
Utility templates must contain no promotional words — sale, discount, offer, % off, free gift.
Do not start or end the body with a variable, and give realistic sample values.
See message templates.

Template library is empty

You are connected to a different WhatsApp Business Account than the one holding your templates.
Check which account the connection names, then reconnect to the right one.
Run Sync from Meta afterwards.

A message arrived with blank values

Variables are unmapped on the journey node. Open it and map each one.
Or the field is genuinely empty on that record — a tracking number before dispatch, for example.
Preview against a real order rather than sample data.

A template that used to work has stopped

Meta can pause an approved template if its quality drops.
Check template quality in Meta Business Manager and the skip reason on an affected order.

Cart recovery problems

Abandoned carts list is empty

All three layers on Store growth → Website tracking must be green.
Enable the TopEdge app embed on the live theme, not a preview.
Test in incognito with ad blockers off.
On a third-party checkout, configure the partner webhook.
See store growth.

Carts appear but the phone column is blank

The customer left before a step that collects a phone number — normal for browse abandonment.
On a custom phone or OTP page, add data-topedge-phone="true" to the input.
See abandoned cart recovery.

Carts have phone numbers but no reminder sends

The cart journey is in Draft. Publish it.
All three cart templates should be Approved — one pending template stops the ladder part-way.
A minimum cart value filter may be excluding the cart.

Recovered revenue stays at zero

Nobody has completed a checkout after receiving a reminder yet.
Attribution is last touch within seven days — later orders fall outside it.
Confirm your test order used the same phone number as the cart.

Broadcast problems

Launch blocked — too many contacts opted out

Filter Audience by consent to see who is excluded.
Remove any purchased or scraped list — there is no safe way to send to one.
Narrow to a consented segment and send to that.
See send a broadcast.

The template you want is not in the picker

Broadcasts need the Marketing category. Utility templates are not offered.
It may still be pending approval.

Delivered is far below sent

Invalid numbers or numbers not on WhatsApp — clean the list.
Some recipients have blocked your business number.
If it is widespread, check your quality rating in Meta Business Manager.

Connection problems

Amber "WhatsApp disconnected" bar on every page

Reconnect in Settings → Connections → WhatsApp.
If you use manual credentials, paste a fresh permanent System User token — a channel that dies after a day was on a 24-hour test token.
Confirm the number has not been migrated or disconnected inside Meta Business Manager.

Shopify shows Reconnect

Approve the full permission list again. Until you do, features relying on new permissions silently do nothing.
Then open Orders → Sync.

Embedded signup says the phone number is already in use

The number is registered in the WhatsApp Business app. Delete that account or enable coexistence.
Check for another Cloud API app claiming the number in Meta Business Manager.

Everything is connected but hubs are empty

Press Sync on Orders — the first load is a backfill, not a webhook.
Reload the dashboard; connection state is cached briefly.
Confirm the connected store is the one you are looking at in Shopify admin.

Opt-in tool problems

Popup or widget never shows

Status must be Published, not Draft.
Enable the TopEdge Opt-In app embed on the live theme and Save.
Test in incognito with ad blockers disabled, and hard-refresh.
Loosen the display rules — a strict URL or device rule may exclude your test page.
See collect opt-in.

Submission works but the contact is not in Audience

Search by the exact number, with and without the country code.
Wait a minute or two and refresh.
Confirm the tool is Published — a draft can preview without recording anything.

Still stuck

Get in touch through the contact page. To get a useful answer first time, include your store domain, what you expected to happen, what happened instead, a screenshot of any banner or error, and — if it concerns a specific order or cart — the order number.

Go-live checklist — Catch these before launch.
Limits and quotas — When a cap is the cause.
The 24-hour window — Behind most send refusals.
Contact support — When the list runs out.

Frequently asked questions

Why is my WhatsApp automation not sending messages?

In order of likelihood: the journey is still in Draft rather than Published, the template it uses is not Approved at send time, trigger filters are excluding the customer, or the order has no phone number. The activity list on the affected order records a skip reason naming the actual cause.

Why is my WhatsApp inbox empty?

Almost always because the messages webhook field is not subscribed on your Meta app. Sending works without it but nothing inbound arrives. Check the Webhook tab in WhatsApp settings, and test by messaging your business number from a personal phone.

Who do I contact for help with TopEdge?

Use the contact page on this site. Include your store domain, what you expected, what actually happened, a screenshot of any banner, and the order number if it relates to a specific order — that combination usually gets a resolution in one reply.

Updated 2026-10-04