Common everyday symptoms, the likely cause and what to do, area by area: WhatsApp via QR Code, official API, messages, AI assistant, audio, customer identification, calls, sounds, access, server and license. If the problem persists after following the guidance, see how to contact Ravi Systems support.
WhatsApp via QR Code
The QR Code connection works as a device linked to the number's phone, just like WhatsApp Web. Almost every problem here has one of three causes: the server has no internet access to reach WhatsApp, the phone has no internet or has been off for many days, or a change on WhatsApp's side requires a system update.
Symptom
Likely cause and what to do
The QR Code does not appear and the screen stays on "Generating the code" or shows "The server could not reach WhatsApp"
The server cannot reach WhatsApp's servers. This happens on networks that block the server's outbound internet access (firewall, proxy, restricted NAT). Allow outbound HTTPS from the server to the internet and click to try again.
"The code expired. Generate a new one to continue."
The QR Code is valid for a short time. Generate another one and scan it right away from the number's phone, under WhatsApp, Linked devices, Link a device.
The connection shows as Disconnected in the panel, but the phone shows the device as linked
The pairing is still valid, but the session does not authenticate. The most common cause is WhatsApp starting to reject older client versions: ChatISP updates bring the fix. On a self-hosted installation, check under Settings, System tab, that Software update shows Up to date. If it persists, contact support before removing the device on the phone: the session usually comes back without rescanning.
The connection drops on its own from time to time
The number's phone has been without internet for a long time, is turned off, had WhatsApp uninstalled or had the device removed under Linked devices. Keep the phone on and connected to the internet. Use Reconnect on the Connections screen.
The number's phone stopped ringing for message notifications
Expected behavior with the Live typing indicator card turned on for the connection (the phone behaves as it does when WhatsApp Web is open). Turn the card off on the connection for the phone to ring again; the panel stops showing "typing..." and the AI answers without waiting for the customer to finish. With voice calls active on the number, the phone still does not ring for messages.
Edit, delete for everyone or react disappeared from the message menu
These features depend on the QR channel. On a number with both QR and the official API, if the QR is disconnected, all traffic goes through the official API and the QR-only features disappear. Reconnect the QR.
After migrating servers, the QR connections show as disconnected
QR sessions belong to the server where they were paired and are not carried in the backup. Shut down the old server and reconnect the QR on the new one.
Meta official API and the 24-hour window
Through the official API, WhatsApp only allows free text within the 24-hour window, counted from the customer's last message. Outside it, only templates approved by Meta are delivered. ChatISP enforces this rule on its own and shows notices in the message field.
Symptom
Likely cause and what to do
"Outside the 24-hour window: send a template" and the message field offers templates
The number uses only the official API and the customer has not written in more than 24 hours. Send an approved template; when the customer replies, the window reopens and free text is available again.
"The QR channel of this number is disconnected and the official API 24-hour window has closed."
Number with both QR and the official API: outside the window, sending would depend on the QR, which is down. Reconnect the QR under Connections so free text gets through, or send an approved template.
I cannot find the template I want to send
Templates are created and approved in Meta's WhatsApp Manager; the panel only mirrors the approved ones. Create and approve the template on Meta (the Manage on Meta button takes you there) and it shows up in the panel.
Menus arrive as numbered text instead of buttons
On the QR channel, WhatsApp does not display interactive menus. Through the official API, check the Flow menus as interactive messages option on the Service tab and the Flow menus through the official API policy on the Channels and allowance tab: with While there is free allowance, once the month's allowance runs out, the menu is sent as text through the QR.
The invoice arrives without the Copy Pix code button
The Company Pix key is missing under Settings, Channels and allowance tab: without it Meta does not show the button, and the invoice with Pix is sent as text. Outside the 24-hour window the invoice is also sent as text.
Meta spending higher than expected
Check the channel policy: Official API only, Prefer the official API and menus set to Always, even when paying consume the allowance and generate costs after it. The Usage this month bar shows usage per number. See Channels and allowance.
Calls to a number on the official API do not ring in the panel
"This number is also on the official API: incoming calls ring only on the phone app and do not show up here." This is a WhatsApp limitation for numbers that use the official API together with the app.
Messages and conversations
Symptom
Likely cause and what to do
"No connected channel to send from."
All connections of the conversation's number are down. Reconnect under Connections and send again.
The customer writes and nobody replies automatically
Every automatic message to the customer comes from a flow. A channel without an active flow stays completely silent: the conversation enters the panel, but nothing is sent. Check under Flows whether there is an active flow for that channel and for the period (within and outside business hours).
Messages from a sender disappear or never open a conversation
A discard pattern matches them. Check the list under Settings, Service tab, Discard patterns card, and delete the pattern that is too broad.
An agent does not see conversations that coworkers see
The agent is restricted to some connections (Connections field in the agent's record: none selected means all) or to their department, or does not have the permission to see all conversations. See Agents, profiles and permissions.
The conversation was closed on its own
Inactivity rules of the Queue and inactivity card: after the warning, with no reply from the customer, the ticket is closed. To wait for the customer to test something without closing, mark the conversation as awaiting the customer's reply.
The agent does not receive system notices on WhatsApp (queue, transfer, codes)
The agent's WhatsApp number must be complete, with the country code (+55 for Brazil) and the area code, and verified under My account. Notices to agents are sent through one of the ISP's connected connections.
A voice note sent from the panel does not play for a customer with an iPhone
Older versions generated an audio format that WhatsApp on the iPhone rejects. The current system already sends in the app's format; keep the installation up to date.
Old conversations disappeared
The Closed conversation retention (days) setting, on the System tab, deletes conversations closed longer ago than that period. A value of 0 keeps them forever. What has already been deleted only comes back by restoring an earlier backup.
AI assistant
The AI only handles a conversation when a flow hands it over, and steps aside as soon as an agent writes in the conversation. Before suspecting a defect, check these two points.
Symptom
Likely cause and what to do
The AI does not reply and the conversation stays in the queue
No flow on the channel hands the conversation to the AI, or the flow sends it to the queue. Review the flow under Flows.
Note "Autonomous AI service not included in the plan: conversation moved to the queue"
The BASIC plan does not include the AI that handles customers on its own. It is available from the NORMAL plan onward. The suggestion assistant for agents remains available.
The AI stopped replying in the middle of the conversation
An agent wrote in the conversation (from the panel or from the number's phone): the conversation goes to that agent or to the department's queue, and the AI steps out. This is intentional, so the AI never talks over a person.
The AI takes a few seconds to reply
It waits for the customer to finish sending split messages (a few seconds after the last one) and, on QR, while the customer shows as typing or recording (up to 2 minutes). Customer audio is transcribed before the reply. This avoids several replies in a row.
The conversation went to the queue without the AI replying
Safety net of the Queue and inactivity card: if the AI does not reply within AI not answering: send to queue after (min), the conversation silently goes to the team. This happens when the platform AI is unavailable or the server lost internet access. Check the server's outbound internet access.
The AI says it will hand over to an agent instead of sending the bank slip
The conversation's phone number is not in the ERP record, and the AI only handles sensitive data for the account holder on the registered phone option is on. Register the phone number in the ERP, turn on lookup by CPF/CNPJ or name (Service tab) or create a manual link in the customer card.
The AI asks for a CPF or CNPJ from someone it should not
The phone number was not found in the records and the AI locates the record by the CPF or CNPJ the customer provides option is on. Check that the number is in one of the phone fields of the record in the ERP. It also happens, on purpose, when the customer talks about someone else's connection.
The AI does not perform an action (restart, change Wi-Fi, unblock)
The action is turned off under Actions the AI performs on its own, the customer is not the account holder by phone number, the ERP does not offer the function (unblocking currently only on IXC and Hubsoft) or the equipment is not under Ravicor network management. Restarting is limited to once per service ticket every 15 minutes.
The AI replies in text even when the customer sends audio
The Reply with audio when the customer speaks by audio option is off or the AI voice is not installed (Local AI tab). Replies with a link, bank slip, list or code are always sent as text.
Audio transcription
Symptom
Likely cause and what to do
Audio messages get no transcription
The Transcribe conversation audio option is off (Service tab) or the transcription service is stopped. On a self-hosted installation, open the Local AI tab: it shows the status, the reason and the Install now button, which also repairs it.
Local AI shows "Unavailable on this processor"
The processor (usually the generic type of a virtual machine) lacks the required instructions. In the hypervisor, change the VM's processor type to "host", power the VM off and on, and click Install now.
Local AI shows "Installed, but faulty"
The ISO was written to a USB drive by extracting the files, which corrupts some of them. Click Install now to redo it. For future installations, write the ISO in image mode (tools such as Etcher or DD mode) or use the hypervisor's virtual media.
"Transcript unavailable" under an audio message
That audio could not be transcribed after a few attempts (empty or corrupted file, or no speech). The audio is still available in the player.
The transcription gets the ISP's name, plans or neighborhoods wrong
Fill in the Supporting vocabulary for transcription on the Service tab with those terms.
Transcription is slow
It runs on the server's processor, with no per-use cost. Short audio takes a few seconds; long audio, more. Servers with few cores or under heavy load take longer.
Customer identification, ERP and Ravicor
ChatISP identifies the customer by the conversation's phone number, in a local copy of the ERP records refreshed every 15 minutes. Network data (equipment, signal, session) comes from Ravicor; the record and billing come from the ERP. See Integrations and Customer record and network.
Symptom
Likely cause and what to do
"No subscriber record matches this number"
The WhatsApp phone number is not in any phone field of the record in the ERP, or the record was created less than 15 minutes ago. Fix the record in the ERP and wait for the next synchronization (or use Sync ERPs in the integration). To solve it right away, use the Manual link in the customer card (Manual customer link permission).
The customer has two records and the AI asks for identification
The same phone number is in more than one record. The AI asks for the data defined in With more than one record on the same phone, the AI asks for, without revealing the records. This is the expected behavior.
"Could not query the ERP billing right now."
The ChatISP server could not reach the ERP, or the ERP credential changed. Test whether the server reaches the ERP (the same applies to Ravicor). On a self-hosted installation, check the server network: an extra address on a wrong subnet often cuts off access to equipment in that range. In this case, the AI transfers the customer when the subject requires amounts, without saying that billing is down.
The card does not show invoices
Billing is integrated for the six certified ERPs (IXC, Hubsoft, SGP, Gesprov, ReceitaNet and Pipesoft). The block only disappears with the ERP turned off under Integrations or with a generic system without the invoices operation.
The card does not show the customer's equipment, signal or session
The Ravicor integration or the customer's link there (equipment and contract) is missing. Without a network reading, the AI follows the basic script without stating anything about the equipment.
Voice calls
Symptom
Likely cause and what to do
The Voice calls card does not appear in Settings
The plan does not include calls or the call service is not available on the installation. Calls also need to be turned on number by number under Connections.
"Calls offline" on the connection
The number's call line dropped. It shows on the phone as one more linked device: check that it was not removed under Linked devices and reconnect calls on the Connections screen.
The call connects but the customer cannot hear me
"The microphone could not be used. Check the browser permission." Allow the microphone for the panel's address (icon next to the address bar in the browser) and check that the right microphone is selected in the operating system.
The call does not ring in the panel
The Voice call ringing sound is set to No sound or volume 0 (My account), the agent does not have the calls permission or is restricted to other connections, or the number is also on the official API (in that case the call rings only on the phone).
The customer called, nobody answered and nothing happened
The Missed call message is empty and Put the conversation in the queue after a missed call is off. Configure them on the Calls and calendar tab.
The call recording does not appear
The Record answered calls option is off; only answered calls are recorded. The recording appears in the conversation as an internal record.
Sound alerts and notifications
Symptom
Likely cause and what to do
The panel plays no sound at all
Browsers block sound until the person interacts with the page. After opening the panel, click anywhere once. Also check that the browser tab or the computer is not muted.
One type of notice does not play
Under My account, that notice is set to No sound or volume 0. Anyone who never changed it follows the default of the Sound alerts card in Settings.
The manager does not hear messages from other agents' conversations
Intentional: a message in a conversation that already has an owner plays only for the owner and for those taking part in it. Conversations in the queue or without an owner play for everyone who can see them.
Many messages and a single sound
Notices in a burst become a single sound, so they do not turn into continuous noise.
Access, password and e-mail
Symptom
Likely cause and what to do
"Invalid username or password."
Sign-in uses the registered e-mail and the password. Check the e-mail in the agent's record. If you forgot the password, use the recovery option on the sign-in screen.
The system keeps asking me to sign in
Check Keep me signed in on this browser when signing in: the browser stays signed in for 30 days. Do not check it on shared computers. Clearing the browser's cookies undoes the trust.
"This user has neither a verified WhatsApp number nor a registered e-mail to receive the code."
Recovery sends the code to the verified WhatsApp number and to the account's e-mail. Without either, ask an administrator to set a new password in the agent's record.
The recovery code or the e-mail invitation did not arrive
Check the spam folder and whether the e-mail in the record is correct. E-mails are sent from the Ravi Systems account (sender ChatISP) and require the server to have internet access. The code is valid for 10 minutes; to request another one, wait one minute.
Two-step verification code rejected
The phone's clock is off. Turn on automatic time on the phone and try again. If you lost the phone with the authenticator app, contact Ravi Systems support to turn off two-step verification for the account.
The browser shows a security warning when opening the panel
Access is being made by IP, with the installation's internal certificate. Register a domain under Domain and certificate or install the internal CA on the team's computers.
Server, certificate, backup and updates Self-hosted installation
Symptom
Likely cause and what to do
The certificate stays on "Waiting for DNS propagation" for a long time
On your own domain, the A record does not yet point to the server's public IP. Fix it in your DNS. On the chatisp.com.br subdomain, check that the Public IP (IPv4) entered is really the server's. After about 4 hours without the correct DNS, the attempt stops with "The domain does not point to this server": fix it and use Try again.
"Could not validate the domain from the internet."
Port 80 does not reach the server from the internet. Open port 80 on the firewall and forward it in the NAT to the server; it is used for issuance and for every renewal.
"Temporary issuance limit for this domain."
Too many failed attempts in a row. Wait a few hours before trying again, and only after fixing the cause.
I applied the network settings and lost access to the panel
If the network did not come up or the gateway did not respond, the server reverts to the previous configuration on its own within moments: wait and access it at the old address. If the IP changed successfully, access it at the new address. Without access at either, use the server or hypervisor console and contact support.
"The server executor is not available on this installation"
The service that applies server actions is not running. Restart the server; if it persists, contact support.
"A backup or a restore is already in progress."
Only one backup or restore runs at a time. Wait for it to finish; the backup card shows the progress.
"Choose a ChatISP backup file (.tar.gz or .sql.gz)."
The uploaded file is not a ChatISP backup. Use a file downloaded with the Download button or a database copy provided by support.
After restoring, old images show as "unavailable"
The restored backup had no media (database-only copy, or local backup made with Include media files turned off). The conversation texts came back; the files only come back with a backup that contains them.
Software update shows "Failed: not enough disk space"
The updater requires at least 1 GB free. Free up space (reduce the local backup retention or call recording) and wait for the next cycle, within 30 minutes.
Software update shows "download failed"
The server could not reach the official ChatISP website. Check the server's outbound internet access.
The time of messages and reports is wrong
Check the Time zone on the System tab. If the time zone is right and the time is still wrong, the server's clock is off: contact support.
License
Symptom
Likely cause and what to do
Banner at the top: "No communication with the Ravi Systems central server for N h."
The server cannot synchronize with the central server. Check the server's outbound internet access (firewall, DNS, proxy) and click Refresh. After 3 days without synchronizing, the panel is blocked until communication is restored.
I paid or registered the plan and the panel is still blocked
The release arrives at the next synchronization (up to 10 minutes). To avoid waiting, click Sync now on the block screen or Refresh on the registration card.
"Error 02. Please contact Ravi Systems support."
The central server detected the same token on more than one machine (copied disk or cloned virtual machine). Contact support; to change servers, use backup and restore on a new installation.
"... limit reached" when creating an agent, connection, flow or key
The plan has reached the cap for that resource. Upgrade the plan or deactivate items you do not use. See the limits per plan.
"... is available from the ... plan"
The feature (autonomous AI, sending automation, public API, calls) is not in the current plan. The notice shows the minimum plan.
Contact Ravi Systems support
If the problem does not match the symptoms above, or if the suggested actions did not solve it, contact Ravi Systems through the sales WhatsApp number published on the ChatISP website: +55 (44) 9754-4283.
For quick service, have at hand:
The installation token and the ChatISP version: both appear on the registration card, under Settings, System tab (the token has a Copy button).
The time of the incident (date and time) and, if it involves a conversation, the protocol number: this is what makes it possible to locate the event.
The exact symptom: the message as it appears on the screen (a screenshot helps) and on which screen or action it occurs.
What you have already tried following this page.
On a self-hosted installation, support can open temporary access to your server through the support VPN, without you touching the firewall. For that, the server must be on and have internet access. The support team can also enter the panel even with the license blocked, precisely to help at that moment.