WhatsApp connection: troubleshooting

Is your WhatsApp connection via QR not working as expected? It's usually resolved in a few minutes. Below you'll find what you see and what to do for each situation. Everything happens in Slimbot on the Connect WhatsApp page (in the menu under Settings, or via Search in menu) and on your phone under Linked devices.

Quick overview

The QR code has expired or won't load

A QR code is valid for a short time. As long as the page is open, Slimbot refreshes it automatically, roughly every 20 seconds. If the page is open for a long time or nothing happens:

1. Click New QR. The old session is cleared and a new code appears.
2. Open WhatsApp Business on your phone, go to Linked devices and tap Link a device.
3. Scan the code immediately. Use the scan screen in WhatsApp, not the regular camera and not WhatsApp Web.

If scanning keeps failing, for example due to a broken camera, click Show pairing code in Slimbot. On your phone, in the same screen, choose Link with phone number and type in the code. This code is also valid for a short time only.

The message Connection lost or Not connected

You see this in different places: on the dashboard as QR scan needed, on the Connect WhatsApp page as Connection lost or Reconnect — scan the QR, and in Settings under Connection status as Not connected. It means WhatsApp has logged out Slimbot as a linked device. The most common causes:

• The phone has been off for a long time or had no internet for a long time.
• Someone has logged Slimbot out on the phone under Linked devices.
• WhatsApp has been reinstalled or moved to another phone.

Here's how to fix it:

1. In Slimbot, open Link WhatsApp. Or on the dashboard, click Scan QR code.
2. If no QR code appears, click New QR.
3. Scan the code with your phone via Linked devices and Link a device.

Do you see WhatsApp is rejecting the old connection? Then waiting won't help: WhatsApp no longer accepts the saved connection. Click New QR and scan again.

Does the connection keep dropping? Make sure the phone is online regularly and turn off battery saving for WhatsApp Business, so the phone doesn't close the app in the background. The phone doesn't need to be on permanently, but must come online from time to time to keep the link valid.

Connected, but Slimbot says please wait

Immediately after scanning, Slimbot fetches names, phone numbers and messages. This usually takes 30 seconds to a few minutes. You can already go to the inbox; the list fills itself automatically. Do not scan a new QR code during this time, unless this takes longer than 5 minutes.

Messages aren't coming through

Check these points, in this order:

1. Check the status. On the Connect WhatsApp page it should say WhatsApp is connected, or in Settings Connected. If it says something else, follow the steps under Connection lost.
2. Check the number. Below the line name is the connected number. If customers message a different number, those messages won't arrive in this line.
3. Check which conversations are included. Under Which conversations in Slimbot?, chats or groups may be turned off. Turned-off chats remain on the phone only. Turn on the conversation and click Save.
4. Test from another device. A message to yourself gives a distorted picture. Send a message from a different phone to your business number.
5. Fetch messages again. If the line is linked but you're missing messages, click Restore conversations.

Messages that came in whilst the connection was lost won't always appear in Slimbot after reconnecting. They will still be on your phone. If you chose Start fresh when connecting, older conversations deliberately won't appear in the inbox; only new messages will.

If none of this helps, use Disconnect & new QR (under Problem with the connection?) and scan again. Then delete any old or duplicate entries on your phone under Linked devices.

New phone or WhatsApp reinstalled

If you transfer WhatsApp Business to a new phone, or reinstall the app, linked devices usually expire. Slimbot must then be linked again.

1. First, set up WhatsApp Business completely on the new phone, with the same business number. Follow WhatsApp's own steps, including restoring your backup if you want to keep it.
2. In Slimbot, open Connect WhatsApp and click New QR. If the line still shows as connected but no messages are coming in, use Disconnect & new QR.
3. Scan the code with your new phone via Linked devices and Link a device.

Your conversations in Slimbot will remain saved. If you're also using a different number, please contact us so we can transfer the line properly.

WhatsApp says linking failed: too many linked devices

WhatsApp allows a limited number of linked devices per account, in addition to the phone itself. Slimbot counts as one device, just like WhatsApp Web, WhatsApp on a computer or a tablet. The current maximum is listed in the WhatsApp Help Centre and may change.

If WhatsApp says linking failed when scanning, the code has expired or you've reached the maximum. Do this:

1. On the phone, open Linked devices. You'll see all devices currently linked.
2. Tap a device you no longer use, such as an old computer or a previous Slimbot link, and choose Log out.
3. Click New QR in Slimbot and scan again.

When should you contact us?

Contact us if a new QR code and unlinking don't help, if the status stays on Something went wrong or Preparing for a long time, or if WhatsApp reports that your number is restricted. Also if you'd prefer to link together, we're happy to help.

Frequently asked questions