topic Re: Whatsapp connection problem in HubSpot Native Apps

Whatsapp connection problem

PAssurance — Fri, 13 Dec 2024 13:09:43 GMT

Hello everyone!

I'm trying to connect Whatsapp to Hubspot.

However, I got an error when adding a channel. Hubspot customer service tells me that the error comes from Meta and that the error may have come from a previous connection. (Although I've never made any other connections).

The only solution I was offered was to take a new number and create a new account. Except that my customers already have my number. I must admit I'm at a loss!

Can you help me?

Re: Whatsapp connection problem

BérangèreL — Mon, 16 Dec 2024 08:06:17 GMT

Hi @PAssurance and welcome, we are so glad to have you here!

Thank you for asking the Community!

Could you please share a screenshot (without confidential data) so that we can understand what's happening and which error message you are getting?

I'd love to put you in touch with some of our Top Experts and some Community Members:

Hi @Asif, @BMansour, @Mariale_Padilla, @danmoyle do you have suggestions to help @PAssurance, please?

Also, I would recommend connecting again with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, including hopping on a screenshare if necessary.

Have a lovely day and thanks so much!

Best,
Bérangère

Re: Whatsapp connection problem

PAssurance — Mon, 16 Dec 2024 14:28:40 GMT

I get this when i try to connect :

Re: Whatsapp connection problem

danmoyle — Tue, 17 Dec 2024 15:02:22 GMT

Hi @PAssurance and welcome to the Community!

I don't have WhatsApp for Business, and have not helped any clients. But here's what I did find when I did a little bit of ligjht research.

Check your Meta Business settings:
Make sure your WhatsApp Business account is properly set up and linked to your Meta Business account (it can't be a personal WhatsApp number).

Verify that your WhatsApp number is correctly registered in the Meta Developers dashboard.

Update the HubSpot+WhatsApp Integration Chrome extension:
Remove any old extension and install the latest version (I think the current version is 3.7 or above) from the Google Web Store.

Refresh your HubSpot account and sync/log in to the HubSpot+WhatsApp Integration Dashboard.

Review your HubSpot permissions:
Go to HubSpot settings > Users & Teams. Then check your user permissions and ensure you have "Everything can view" access for CRM.

Verify WhatsApp integration settings in HubSpot:
Open HubSpot and click on any contact.

Expand the "filter activity" section and make sure WhatsApp is enabled under Integrations.

You can alawys try the basic IT advice and clear your browser cache and cookies, then try to re-integrate the two tools.

If it keeps going, it might be related to a Meta platform problem as HubSpot Support said. I'd check the Meta status dashboard (https://metastatus.com/whatsapp-business-api) to see if there are any ongoing issues.

If none of these steps work, you may need to go back to Meta support to address any backend issues with your WhatsApp Business account. Taking a new number should be a last resort, as you've mentioned your customers already have your current number.

I hope that helps!

Re: Whatsapp connection problem

PAssurance — Sat, 21 Dec 2024 10:04:54 GMT

Hello,

I've tried everything. I've checked everything on my Meta account but everything is OK.

I don't know what else to do!

Re: Whatsapp connection problem

KGrim — Sat, 22 Feb 2025 16:45:38 GMT

Hello! I'm having the exact same issue - I don't suppose you ever got a resolution?! It's been many days of no joy 😞

Re: Whatsapp connection problem

ssanchezmtz — Thu, 27 Mar 2025 19:11:07 GMT

Hi! I have the same issue, you got any solution?

Re: Whatsapp connection problem

LauraPro — Fri, 04 Apr 2025 09:34:28 GMT

Hi, any solutions here? Experiencing the same issue

Re: Whatsapp connection problem

BérangèreL — Thu, 10 Apr 2025 13:24:02 GMT

Hi @LauraPro, I'm sorry to hear about your experience regarding this.

I would like to apologize for the frustration, data issues, and business impact this has caused.

I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, including hopping on a screenshare if necessary.

Thanks,

Best,
Bérangère