Troubleshooting

WhatsApp disconnected or quality dropped

Reconnect a number whose Meta credentials stopped working, and understand the High, Medium and Low quality labels.

  • 2 min read
  • intermediate
  • Checked 5 October 2026

How you will notice

  • The Settings overview shows your WhatsApp card as Needs reconnecting (3 below).
  • On the WhatsApp page the number has a red dot and a warning that says This number's credentials are not working, with a reason from Meta.
  • Messages stop sending.

Fix: reconnect the number

  1. Click Settings (1). On the overview, the WhatsApp card (3) shows Needs reconnecting.

    The Settings overview with Settings and Overview marked 1 and 2 and the WhatsApp card showing Needs reconnecting marked 3

  2. Open WhatsApp (2). In the warning box (3) read the reason, then click Reconnect (4) and sign in with Facebook when asked, as you did the first time. Reconnecting saves the result into the same number, and it does not use up a number slot on your plan.

    The WhatsApp page with the credentials warning marked 3 and the Reconnect button marked 4

  3. When it works, the number shows the green Connected badge.

    The WhatsApp page with the Connected badge marked 3

About the quality rating

Next to a connected number, Meta's rating shows as High quality, Medium quality or Low quality. It is based on how customers react to your messages. If it drops:

  • Message only people who have agreed to hear from you. See Messaging consent and opt-outs.
  • Make templates clear about who you are and why you are writing.
  • Send less often to people who do not reply.

If a number has little send history, the badge may say Quality: not yet rated. That is normal.

Frequently asked questions

Why do credentials stop working?

The warning shows Meta's own reason, for example that the access token is invalid. Reconnecting signs in again and gives Responseify a fresh connection.

Will I lose my conversations if I reconnect?

No. Reconnecting keeps your data. It refreshes the connection.

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