WhatsApp messages are not arriving in the inbox
Customers write to your WhatsApp number but nothing appears: check the number's card, reconnect (and include this number in Meta's window), and send a test.
How to fix it
- On Accounts (/app/channels), find the number's card. If it says "Inbox webhooks not subscribed - reconnect", Revoked or Disconnected, click Reconnect. In Meta's sign-up window pick the same business portfolio, WhatsApp Business account and number and click Finish (on an OmniBrand without Meta's sign-up window: choose Edit settings and include this number's WhatsApp Business Account).
- If the number is missing from Accounts altogether, it was not picked (or ticked) during the last connection. Reconnect and pick it.
- If the row says Registration not finished, the number is not on the Cloud API yet and cannot receive messages. Use Finish registration under it; see WhatsApp Business.
- Send a test message from a personal phone to the number. It should appear in the Inbox within a few seconds.
- Still nothing: another tool may have taken over the number's webhook in Meta. Reconnecting in OmniBrand claims it back.
Good to know
- If the Inbox shows the message but a bot answered it, that is expected when OmniBrand has set up a bot for your inbox; the thread shows the bot chip. See Inbox bots.
Related
Checked against the product on Sep 23, 2026