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?
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
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 
Hi! I have the same issue, you got any solution?
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 (Status and outages of Meta business products) 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!
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!
Hi, any solutions here? Experiencing the same issue
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
Hey @PAssurance! Coming in late, and sorry nobody got you a proper answer. A quick one for anyone who hits this same error (because we experienced the same thing)..
The error comes from Meta, and as far as I know it means the number is still attached to another WhatsApp account, the WhatsApp Business app, or another provider’s connection. HubSpot’s docs say to disconnect it first and resolve anything shown in the Meta window with Meta. If you want to keep the Business app on that number, HubSpot’s coexistence setup is the native way (Marketing or Service Hub Pro/Enterprise, Super Admin needed).
One more thing, in case you end up looking at other WhatsApp connectors: the same rule applies to all of them. I built Octopods (disclaimer), and it wouldn’t get around this either, since the number has to be free on the Meta side whichever tool you connect it to. Once the number is free, any of them will connect fine.
Hope this helped!
