My seller is not replying
The most common reasons the seller stops replying to your customers, in the order worth checking them.
Check in this order
You reached 100 % of your plan’s conversations
When you reach 90 % of your plan’s conversations, the panel warns you.
The Free and Light plans have no Extra conversations: on those plans, the seller always pauses when it reaches 100 %.
If your seller paused at 100 %, it replies again when the month renews, when you upgrade your plan, when you buy a conversation pack (with an active subscription, not during the free trial) or when you turn on extra conversations.
You have a pending payment
If the payment for your plan, a conversation package or your extra conversations is pending, the panel warns you to pay by a date or your seller will be paused. If you do not pay in time, your account is suspended for unpaid invoices: the seller and outgoing messages pause, and conversations show Paused for pending payment. It replies again once you pay; if you do not, your plan is cancelled automatically.
You ran out of WhatsApp balance
If the seller in a conversation is paused for lack of WhatsApp balance and the customer wrote last, the chat shows This customer is waiting for a reply and a Top up balance button instead of the text box, while the 24-hour window is still open.
Top up your WhatsApp balance with a card, or leave automatic top-up on.
When you top up your WhatsApp balance, or your monthly free replies renew, the seller replies on WhatsApp again and answers the messages left unanswered during the pause, if the customer wrote within the last 24 hours. If that conversation has another pause, such as a manual pause, it stays paused. After 24 hours, the customer has to write again.
Paused for lack of WhatsApp balance →
The seller or the conversation is paused
Activating the seller keeps the pauses your team set on specific conversations, manually or by rules. That is why some conversations may stay unanswered after you activate it.
Conversations brought in by your WhatsApp history, from customers in your earlier chats who did not have a conversation yet, arrive paused with Paused by WhatsApp history: the seller does not know what you talked about before, so your team handles them. The seller only replies again when you remove the pause on the conversation or choose Also reactivate paused conversations. Conversations you already had do not change. In Pauses and reactivation you can choose to have them arrive active.
Messages that arrive while the seller is paused are not answered later, except in a pause for lack of WhatsApp balance. To pick up again, the customer has to write again.
Pause and reactivate the seller →
Your WhatsApp has a connection problem
If your WhatsApp is connected, you see the Connected label and the title "Perfect! Your channel is ready". Needs attention means something in the connection needs checking. Issue detected means there is a problem with the connection, and the title changes to "Your channel needs attention". In both cases, the label shows the details.
If the screen says your number is linked but Meta has not enabled it yet, do not restart the connection: check in Meta’s WhatsApp Manager whether a verification is missing.
If something fails with the connection →
Meta locked your WhatsApp Business account
If your messages in Conversations fail with a notice that your WhatsApp Business account is temporarily locked, Meta locked your account: your customers’ messages keep coming in, but Meta rejects what you send from yavendió!, including your seller’s replies. Reconnecting or resetting the connection does not lift it. You request a review from Meta in Business Support Home, and Meta aims to decide within 48 hours, though some reviews take longer.
Meta restrictions: what to check and how to request a review →
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