# WhatsApp AI Agent troubleshooting

Most WhatsApp AI Agent issues trace back to connection, template approval, balance, or Meta's 24-hour messaging window — match your symptom below to its fix.

## Steps

1. Check **Settings** first for your number's connection status and quality rating.
2. Check **Billing** for your coin balance if the agent has stopped replying.
3. Check **Templates** if a message wasn't sent outside the 24-hour window.
4. If none of these explain it, contact support with the exact error text and approximate time.

## Common problems

- Connect popup closed before finishing → reopen **Connect now** in Settings and complete every step, including SMS verification, without closing the window.
- "Setup returned no business account id" → retry the connection and make sure you finish the Meta Business Account step, not just the Facebook login.
- Verification code (PIN) never arrives, or is rejected → wait a minute and request a new code; double-check the number you entered matches the one receiving the SMS.
- Template rejected → check the specific reason shown (too many variables, a variable alone on a line, non-sequential variables, duplicate name/language, missing example, body too long, invalid URL/phone, or category mismatch) and fix that field before resubmitting.
- Can't send a message to a customer after 24 hours since their last reply → only an approved template can be sent outside this window; free-form replies only work within 24 hours of their last message.
- Agent stopped replying entirely → your coin balance likely hit zero; the message is saved but no reply is sent until you top up in Billing.
- Disconnecting your last number → this closes open conversations and disables all automations for the store; reconnect a number to resume.
- "Token expired" or a reconnect prompt appears → select **Reconnect** in Settings and complete the Meta login again.

## Related
- [How to connect your WhatsApp number to the AI Agent](https://help.dropify.shop/en/whatsapp_ai_agent/connect-your-whatsapp-number/)
- [How to create WhatsApp message templates and get them approved](https://help.dropify.shop/en/whatsapp_ai_agent/message-templates-and-meta-approval/)
- [How WhatsApp AI Agent billing, coins, and spending limits work](https://help.dropify.shop/en/whatsapp_ai_agent/billing-coins-and-spending-limits/)
- [WhatsApp agent settings: phone numbers and working hours](https://help.dropify.shop/en/whatsapp_ai_agent/settings-phone-numbers-and-working-hours/)