Troubleshooting
A contact can't be added
Understand why a person is refused when you add or import contacts.
The portal refuses some contacts to protect people's choices. Match the message you see.
Check these first
"Confirm the consent statement before adding contacts."
Who can fix it: you. Tick the consent statement, which confirms the person agreed to hear from you. Only tick it if that is true. See Add contacts.
"This person opted out of WhatsApp contact on , so they cannot be added."
Who can fix it: nobody. They asked to stop. Do not add them again unless they ask you to. See Opt-outs.
"This person opted out of WhatsApp contact, or has not agreed to it, so they cannot be added."
Who can fix it: you. Ask them to message the number first, or get their agreement, then try again.
"This number isn't on WhatsApp, so it's kept as a number for calls. Enter their WhatsApp number."
Who can fix it: you. The number may be a landline or a phone without WhatsApp. Enter the number they use on WhatsApp.
Import problems
Who can fix it: you. In the Preview step of an import, rows with problems are listed. Correct them in your file and upload again. See Import contacts.
Tip: Write numbers with the country code, for example +233, so they are recognised.
Still stuck?
Select Help at the bottom right to ask the help assistant. It can check your setup and send a support request to your admins.
Still stuck?
Sign in, then select Help at the bottom right of any page.
Sign in