--- title: Engage Troubleshooting description: In this article, we'll walk you through how to troubleshoot the most common connection and messaging issues across all Engage channels, including WhatsApp, Facebook, Instagram, email, SMS, calls, Gmail, and Office 365. --- [Skip to content](https://support.pabau.com/en/pabau2/troubleshooting-in-engage#main-content) [![pabau logo white](https://support.pabau.com/hubfs/pabau%20logo%20white.svg)](https://support.pabau.com/en/pabau2?hsLang=en) Open main navigation Close main navigation - [Get Support](https://pabau.com/support-center/) [Get Support](https://pabau.com/support-center/) Pabau Knowledge Base - There are no suggestions because the search field is empty. 1. [Pabau Knowledge Base](https://support.pabau.com/en/pabau2?hsLang=en) 2. [Engage](https://support.pabau.com/en/pabau2/engage?hsLang=en) # Engage Troubleshooting ## In this article, we'll walk you through how to troubleshoot the most common connection and messaging issues across all Engage channels, including WhatsApp, Facebook, Instagram, email, SMS, calls, Gmail, and Office 365. If something stops working in Engage, the issue is almost always on the channel's side rather than in Pabau itself - an expired token, a missing permission, a verification step that wasn't completed, or a platform policy that cut the connection. Work through the relevant section below for your channel. **Table of Contents** 1. [WhatsApp](https://support.pabau.com/en/pabau2/troubleshooting-in-engage#whatsapp) 2. [Facebook and Instagram](https://support.pabau.com/en/pabau2/troubleshooting-in-engage#facebook-and-instagram) 3. [Gmail and Microsoft 365 (Outlook)](https://support.pabau.com/en/pabau2/troubleshooting-in-engage#gmail-and-microsoft-365-outlook) 4. [SMS](https://support.pabau.com/en/pabau2/troubleshooting-in-engage#sms) 5. [Calls](https://support.pabau.com/en/pabau2/troubleshooting-in-engage#calls) 6. [Porting an Existing Number](https://support.pabau.com/en/pabau2/troubleshooting-in-engage#porting-an-existing-number) ### WhatsApp When WhatsApp misbehaves, the cause is usually one of four things: the connection, the template, the 24-hour window, or the number. Work through them in order. **1. Check the Connection** Open **Settings \> WhatsApp.** The header shows the channel state - **Connected** or **Not connected** - and the **Connect WhatsApp** section lists your senders and their verification status. A sender stuck in pending verification is the first thing to rule out. If the status shows **Pending verification** and has been there for more than a few hours, check the following: - **Phone number format:** Make sure the number was entered in full international format, including the country code (for example, +447911123456 for a UK number). Numbers entered without the country code fail silently. - **Number still registered to personal WhatsApp:** A number that is still registered to a personal WhatsApp account cannot be used for WhatsApp Business. It must be fully released from the personal account first - uninstall WhatsApp on that device or delete the account before resubmitting. - **Verification code expired:** During setup, WhatsApp sends a verification code via SMS or call. If the code was not entered within the time window, the verification expires. Start the connection process again from the beginning. - **Meta review delay:** For some numbers - particularly new numbers or those in certain regions - Meta applies an additional manual review. This can take 24-48 hours. If the status has not moved after 48 hours, contact Pabau support. **2. Check the Template** If an outbound message will not send and the client's last reply is old, the message needs an **approved** template. In **All templates**, check the template's status - pending templates cannot be sent, and rejected ones need editing and resubmitting. Click **Refresh** to fetch the latest review state from Meta. **3. Respect the 24-Hour Window** Free-form replies only work within 24 hours of the client's last message. Outside the window, use a template - this is WhatsApp policy, not an Engage setting. Read our [WhatsApp Templates and the 24-Hour Window](https://support.pabau.com/en/pabau2/whatsapp-templates-and-the-24-hour-window?hsLang=en) article for more details. **4. Check the Number** A phone number can only be registered to one WhatsApp Business account at a time. If the connection wizard rejects your number, it may still be attached to a previous WhatsApp registration - release it there first, or connect with a Pabau-provided number instead. **WhatsApp Not Connected to Meta Business** WhatsApp Business API requires the phone number to be linked to a verified Meta Business Manager account. If the connection fails or shows as disconnected: - **Business Manager not verified:** Go to [business.facebook.com](https://business.facebook.com) and check whether your Business Manager account has completed verification. Unverified accounts cannot connect WhatsApp Business numbers. - **Number not assigned to the correct Business Manager:** If you manage multiple Business Manager accounts, make sure the WhatsApp number is being connected to the right one. Connecting to the wrong account will result in an immediate failure. - **Porting a number:** If you are porting an existing WhatsApp number, the number must first be fully released from its current WhatsApp Business account before it can be ported. Contact your current provider to initiate the release, then restart the connection in Engage. - **Display name not approved:** Meta reviews the display name submitted during setup. If it is rejected - usually for being too generic or trademark-conflicting - the connection will not complete. Update the display name and resubmit. **NOTE:** Meta occasionally reviews business accounts. If your Meta Business account itself is restricted, WhatsApp sending will pause until Meta resolves it - that state is visible in Meta Business Manager rather than in Engage. **NOTE:** Re-read our [How to Connect WhatsApp Business to Engage](https://support.pabau.com/en/pabau2/how-to-connect-whatsapp-business-to-engage?hsLang=en) article to confirm every step was completed in the correct order before raising a support request. --- ### Facebook and Instagram When Facebook or Instagram messages stop arriving - or replies stop sending - the cause is almost always on the Meta side of the bridge. Work through these checks in order. **1. Is the Channel Still Receiving?** Check the Facebook or Instagram channel in the Engage sidebar - are new conversations arriving at all? Send your Page a test DM from a personal account. If it arrives, the connection is fine and the issue is with a specific thread. **2. Check Page Admin Health** The connection runs on a Page admin's access. If that person left the clinic or lost their Page role, Meta cuts the flow. In **Meta Business Manager \> Pages**, confirm the clinic still has an active admin and the Page's connected tools still list Pabau. **3. Instagram-Specific Checks** - The Instagram account must remain a **professional account** (Business or Creator). If it has been switched back to a personal account, the connection will break. - It must stay **linked to the clinic's Facebook Page.** If the link has been removed from either side, reconnect them before re-authenticating Engage. - In the Instagram app: go to **Settings \> Privacy \> Messages** and confirm that **message access for connected tools** is still allowed. **4. A Reply Will Not Send** Very old threads hit Meta's business-messaging reply windows - the platform refuses the send whatever tool you use. The client's next message reopens the thread. For anything urgent, switch the reply to SMS or email from the composer's channel selector. **NOTE:** Password changes and security events on the connected Facebook account can invalidate its session - if everything else checks out, re-authenticating the connection in Engage refreshes it. **NOTE:** For a full setup walkthrough, read our [How to Connect Facebook Messenger to Engage](https://support.pabau.com/en/pabau2/how-to-connect-facebook-messenger-to-engage?hsLang=en) article. --- ### Gmail and Microsoft 365 (Outlook) Both Gmail and Microsoft 365 connect to Engage via OAuth. This connection can expire or be revoked, which stops emails from arriving or sending. For a full setup walkthrough, read our [How to Connect Gmail or Microsoft 365 (Outlook) to Engage](https://support.pabau.com/en/pabau2/how-to-connect-gmail-or-outlook-to-engage?hsLang=en) article. If you are using a custom sending domain, read our [How to Set Up Domain Authentication](https://support.pabau.com/en/pabau2/how-to-set-up-domain-authentication-?hsLang=en) article. **Gmail** - **Token expired:** Google OAuth tokens expire periodically. Re-connecting the Gmail account in Engage will issue a fresh token. - **Permissions revoked:** If the Pabau app was removed from the Google account's authorized apps, the connection will break. Go to **myaccount.google.com \> Security \> Third-party apps with account access**, check whether Pabau is still listed, and re-authorize if needed. - **Security event triggered:** If a Google security alert was triggered, Google may have revoked third-party app access as a precaution. Sign into the Google account, resolve any security alerts, then re-connect in Engage. **Microsoft 365 (Outlook)** - **Not connected with an admin account:** The Microsoft account used to authorize Engage must have admin permissions in the Microsoft 365 tenant. If a standard user account was used, the connection will fail. Re-connect using an account with admin rights. - **Admin consent not granted:** Some Microsoft tenants require an admin to explicitly grant consent for third-party apps. If you see a permissions error during the connection flow, the IT admin for the Microsoft 365 tenant will need to approve the Pabau app in the Azure Active Directory \> Enterprise Applications settings. - **Token expired:** Like Gmail, Microsoft OAuth tokens can expire. Re-connecting the account in Engage will issue a fresh token. --- ### SMS **Connection shows as active but messages fail to send** A common issue after connecting an SMS number is that the channel appears connected in Engage, but messages show an error when sent. Check the following: - **Number not fully provisioned:** SMS numbers go through a provisioning process after they are assigned. In some cases, the number appears connected before provisioning is complete. Wait 15-30 minutes after the initial connection and try again. - **Sending limit reached:** SMS numbers have daily and monthly sending limits. If the limit has been reached, messages will fail until it resets. Check your usage in Engage. For full details on limits, read our [SMS Pricing and Sending Limits in Engage](https://support.pabau.com/en/pabau2/engage-sms-pricing-and-sending-limits?hsLang=en) article. For a full SMS setup walkthrough, read our [How to Set Up Two-Way SMS in Engage](https://support.pabau.com/en/pabau2/how-to-set-up-two-way-sms-in-engage?hsLang=en) article. - **A2P 10DLC registration (US only):** In the US, application-to-person (A2P) 10DLC registration is required for business SMS. If the number was not registered, carriers will block messages. Read our [What is A2P 10DLC?](https://support.pabau.com/en/pabau2/10dlc?hsLang=en) article for more information. --- ### Calls **Connection shows as active but calls fail** - **Number not fully provisioned:** Voice numbers also go through a provisioning step. If calls were attempted immediately after connecting the number, wait 15-30 minutes and try again. - **Microphone or audio issues:** Calls in Engage run through the browser and require microphone access. If there are audio issues or calls are failing to connect, read our dedicated [Fixing Microphone and Audio Problems in Engage](https://support.pabau.com/en/pabau2/fixing-microphone-and-audio-problems-in-engage?hsLang=en) article for a full list of checks. For a full calls setup walkthrough, read our [How to Set Up the Calls Channel in Engage](https://support.pabau.com/en/pabau2/how-to-set-up-calls-in-engage?hsLang=en) article. - **Network or firewall restrictions:** Some clinic networks block VoIP traffic. If calls work on a personal device using mobile data but not on the clinic's network, the network may be blocking the required ports. Contact your IT team to check firewall rules. --- ### Porting an Existing Number If you are porting an existing phone number into Pabau rather than buying a new one, the process involves submitting a port request and waiting for it to be approved by your current carrier. Common issues include incorrect account details submitted during the port request, or the number not being released by the current provider. **NOTE:** For a full walkthrough of the porting process, read our [How to Port Your Phone Number to Pabau](https://support.pabau.com/en/pabau2/how-to-port-your-phone-number-to-pabau?hsLang=en) article. To understand port statuses and what happens after your request is submitted, read our [After You Request a Phone Port: Statuses, E-Sign and Activation](https://support.pabau.com/en/pabau2/phone-port-statuses-and-activation?hsLang=en) article. --- If you've worked through the relevant section and the issue is still not resolved, contact Pabau support with the channel name, the error message shown, and the steps you've already tried - this will help the support team resolve the issue faster. --- For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account. 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