Customer messages are not arriving

Somebody messaged the business number and there is nothing in the inbox. Work down in this order; it is sorted by how often each one is the answer.

1. It is in the inbox, under a different filter

By far the most common. The inbox opens on Open, and a conversation that is pending, snoozed or resolved is not in that view.

• Switch the status filter to All, or search the customer's name or number.
• A new inbound message moves a pending conversation back to open, but a snoozed one stays snoozed until its time — that is what snoozing is for, and it is the usual surprise.

See conversation status.

2. You are looking at a filtered view

Mine and Unassigned are views, not the whole inbox. A conversation assigned to a colleague is in neither.

3. The message went to the phone instead

If the number is running in coexistence, the WhatsApp Business app on the owner's phone receives it too. That is the point of coexistence — but if someone answers there, the thread can look quiet in the console until the next message.

4. Nothing at all is arriving, from anyone

Now it is the connection rather than the view. In order:

• Check Channels. A number that has lost its authorisation on Meta's side shows there rather than in the inbox.
• Send a test message yourself, from a phone that is not the business number. This separates "no customers messaged today" from "inbound is broken", which is worth doing before anything else.
• Confirm the number is the one you think it is. A business with two numbers, one connected, is a common and confusing case.

5. It arrived once and then stopped

A number that worked and then went quiet, with no configuration change, is usually one of:

• The access token was revoked — someone removed the app in Meta Business settings.
• The number was migrated to another platform. WhatsApp allows exactly one, and the newest connection wins.
• Meta disabled the number. Check email: Meta writes to the business's administrators, and that address is often nobody's inbox.

What is worth telling support

If you open a report, these four things make it answerable in one round trip instead of four:

1. The customer's number and roughly when they sent it.
2. Whether your own test message arrives.
3. Whether the number is a coexistence number.
4. What Channels shows for it.