# WhatsApp troubleshooting

Fix common WhatsApp connection troubleshooting issues in Nuteq, a PIN request, a declined business name, a paused connection, or a stuck payment step.

*Channels · Last updated 2026-09-08*

In Nuteq, most WhatsApp connection problems fall into a handful of known cases, a PIN request, a declined business name, sending that stopped, or a payment step that won't clear, and each one has a specific fix on the Connections page rather than a full reconnect from scratch.

## Meta is asking for a PIN

If the number already has two-step verification turned on inside WhatsApp, Meta asks for that PIN during setup. Enter the PIN you already set for that number. If setup fails with a PIN error and you retry, use the same PIN each time. Entering a different one for the same number tells Meta the wrong thing and locks the number into needing the original PIN. If you don't know it, contact support before trying again.

## Sending stopped, but messages still come in

Meta's authorization for the number expired or was revoked on their side. Incoming messages keep working the whole time, only sending pauses. Open the number's settings on the Connections page and select Reconnect. The reconnect runs the same Embedded Signup popup as the first connection, but keeps the same number and history. Make sure you complete the popup with the same WhatsApp Business Account the number is already on. Meta cancels the reconnect if you pick a different number or account by mistake, and nothing changes when that happens.

## Your business name was declined

Meta reviews the display name shown next to your number and can decline it if it doesn't match your business. A declined name still receives and sends messages normally. Fix the name in your WhatsApp Business Account settings and Meta will review it again.

## It's asking for a payment method

Meta requires a payment method on file for some WhatsApp Business Accounts before the number can send messages outside a short free window. If your Connections page shows this step, add a payment method in your Meta Business settings, then return to the same card and select "I have added it, check again."

## I want to remove a number

Use the Disconnect option on the number's card, not a general delete. Disconnect properly unregisters the number on Meta's side as well as ours. If none of this matches what you're seeing, see [common problems](/docs/help/common-problems) or [contact support](/docs/help/contact-support).