If your automations have stopped working, please follow this checklist in order. System-wide issues (like payments) are the most common cause.
How to troubleshoot automations not working?
The automations could be stopped due to many reasons, to understand the true reason why any automation inlcuding welcome series, COD, Cart abandonment, Rating added, Post purchase, Browse abandonment, Winback, are not working, you need to check all the following steps:
1. Check for Payment Issues (Highest Priority)
The Check: Look at the very top of your BusinessChat dashboard. Do you see a Red Banner alerting you to a payment failure?
The Cause: If Meta (WhatsApp) cannot process your payment for conversation charges, it will immediately pause your account.
The Fix:
Pay the outstanding balance in your Facebook Business Manager/WhatsApp settings.
Crucial Step: Once paid, you must send a test message from your BusinessChat dashboard to any number by clicking the Red banner. This "wakes up" the system and reactivates the account.
2. Check E-commerce Integration Status
The Check: Go to your Integrations page, the icon on top of your account avatar at the bottom of your BusinessChat account.
The Cause: Your connection to your store (Shopify, Salla, Zid, etc.) may be broken. This happens if:
The app was uninstalled from the store.
The store's subscription plan has expired.
The app requires updates.
The Fix:
If the status shows "Disconnected," please Reinstall or Reconnect the app immediately. Finally, refresh your BusinessChat account to see the automations reactivated.
If the app is connected, check the app details from your ecommerce platform to see if an update button exists; if yes, then update the app. Finally, refresh your BusinessChat account to see the automations reactivated.
3. The "Hover" Diagnosis (Specific Errors)
The Check: If the steps above are clear, go to the specific Automation page that is not working.
The Cause: A specific rule or setting might be blocking this workflow.
The Fix:
Open the automation page.
Look next to the automation name at the top for a button labeled Stopped.
Hover your mouse cursor over the "Stopped" button.
A tooltip will appear revealing the exact reason (e.g., "Template Rejected," "Trigger Deleted," etc.).
4. Check for Template Issues
The Check: Open the automation workflow and review the specific "Send Message" steps. If there's an alert next to the template name that is the reason.
The Cause: Sometimes an automation stops because the specific message template used has been Rejected or Paused by Meta (due to policy updates or high block rates), even if it was working before.
The Fix:
Create a new template for the automation.
Click to edit the message step.
If the template shows an error, swap it for a different, Approved template.
Save the changes and switch the automation back to Active.
=> If all above checks have no issues, then go to settings fromy our account avatar, click WhatsApp Number, click Sync numbers from the top of the page and see if any changes to the number status appear.
If the Number status is still connected and the quality is green or yellow, then the automations not working could be caused by a bug that needs to be reported to our technical team.