WhatsApp messages are not sending
Fix invoices, reminders and offers that are not reaching customers on WhatsApp - check the status pill, reconnect, limits and paused triggers.
- Who can use it
- Everyone can check the status; Owner/Admin (and staff allowed to manage WhatsApp) can reconnect
- Where to find it
- Top bar → WhatsApp status pill; Settings → WhatsApp Integration
SalonBill sends WhatsApp messages from your outlet's own linked WhatsApp number. If customers are not getting messages, work through these checks in order.
What does the WhatsApp pill in the top bar mean?
It shows the live status of the outlet selected in the top bar:
- WA Connected (green): messages can go out.
- WA Disconnected (red): messages are not delivered. Hover over it to see why, for example "No WhatsApp number is linked to this outlet." or "The WhatsApp session has expired."
- WA Status (amber, "Unable to verify"): SalonBill could not reach the WhatsApp gateway. This is not a confirmed disconnect. Click the pill to check again.
How do I reconnect WhatsApp?
- Click the red pill (or go to Settings → WhatsApp Integration).
- Click Link WhatsApp Number and enter the outlet number with country code.
- On the outlet phone open WhatsApp → Settings → Linked Devices → Link a Device.
- Scan the QR code shown in SalonBill. The page updates by itself once paired.
If you cannot click the pill, you see "Ask your salon admin to reconnect". Ask the Owner/Admin. Full steps: Connect WhatsApp.
It says "WhatsApp is not connected for this outlet"?
The outlet has no linked number, or the session ended. Reconnect as above, then send again. If you have more than one outlet, check that the right outlet is selected in the top bar.
It says "WhatsApp notifications are paused for this outlet."?
The outlet's WhatsApp Notifications switch is OFF, which pauses every outgoing message. Turn it ON in Settings → WhatsApp Integration.
It says "Daily limit (…) reached." or "Monthly limit (…) reached."?
Your plan's message limit is used up. Sending starts again the next day (daily) or next month (monthly). You can see Sent Today, Sent This Month and Remaining in Settings → WhatsApp Integration. To raise the limit, contact SalonBill support.
It says "WhatsApp access is disabled for this account by Super Admin."?
WhatsApp is switched off for your account. Contact SalonBill support.
Only one type of message is missing (for example birthday or invoice)?
That message's trigger may be off. Open WhatsApp Templates, find the event and check its trigger is switched on. See WhatsApp templates.
A staff member cannot send the invoice on WhatsApp?
Their role needs the Share Invoice on WhatsApp permission. Also check the customer has a valid mobile number on the bill.
How do I test the connection?
In Settings → WhatsApp Integration, use Send a Test Message at the bottom of the Connection tab and check the gateway response. Test messages count towards your limits.
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