Troubleshooting Guide
Bot Not Replying to WhatsApp Messages
Symptom: Customers send messages but the bot doesn't reply.
Check 1: Is your WhatsApp channel connected? Go to Settings → Channels → WhatsApp and verify it shows "Connected" (green dot).
Check 2: Is your Meta App webhook active? In your Meta Developer App → WhatsApp → Configuration, the webhook URL should show a green verified tick.
Check 3: Is your Knowledge Base empty? An empty Knowledge Base causes the bot to send only fallback messages, which might be misconfigured.
Check 4: Check your monthly message limit in Settings → Plan. If you've exceeded your plan limit, the bot is paused until next billing cycle or you upgrade.
Bot Giving Wrong or Outdated Answers
Symptom: Bot replies with information that's no longer correct.
Fix: Update the Knowledge Base entry. Go to Knowledge Base, find the relevant entry, click Edit, and update the answer.
If the old answer isn't in the Knowledge Base but bot is still saying it — check if there's a duplicate entry with the old information.
Webhook Not Receiving Events
Symptom: Your server isn't receiving webhook events.
Check 1: Ensure your URL is HTTPS (not HTTP). Webhook delivery requires a valid SSL certificate.
Check 2: Check your server logs for incoming POST requests — the webhook might be arriving but your handler has a bug.
Check 3: In Settings → Developer → Webhooks, click the three-dot menu → Resend Last Event to test.
"Invalid Credentials" Error on WhatsApp Setup
Symptom: ViViDlyPro shows "Invalid Phone Number ID" or "Invalid Access Token" when connecting WhatsApp.
Fix: Regenerate a fresh System User Access Token in Meta Business Settings → Users → System Users. Tokens expire if unused. A Permanent Token doesn't expire but must be regenerated from System Users.
Customer Receiving Duplicate Replies
Symptom: Customers get two or more identical replies.
Fix: Check if you have duplicate webhook subscriptions in your Meta App. In Meta App → WhatsApp → Configuration, ensure only ViViDlyPro's webhook URL is listed.
Still Stuck?
Email vividlyapp.in@gmail.com or call +91 888 188 7741 (Mon–Sat, 9 AM–7 PM IST) with:
- Your account email
- The error message or description of the issue
- Screenshots if possible