Articles on: Troubleshooting
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WhatsApp Chats and Messages are not Syncing

If your chats aren't syncing, or you can't send messages to WhatsApp, there may be several reasons for it.

Please Check if your Issue may be solved with the Following Steps:

Make sure the Device is Charged and Connected to Wi-Fi

Since we enable users to connect their own WhatsApp numbers, the connection is dependent on the device with the SIM card you used to connect the WhatsApp number to TimelinesAI.
Just like with WhatsApp Web, your phone must be charged and connected to the Internet, in order for us to sync incoming messages and replies.

Adjust Connection and Sleep Settings on your Device

For Android 9+, it is possible to disable power optimizations for a specific app.

On Samsung devices:
Navigate to SettingsBattery & Device CareBatteryBackground Usage LimitsNever Sleeping Apps
Add WhatsApp

On most other Android devices:
Navigate to SettingsBatteryBattery Optimization
Choose WhatsApp and toggle Don't Optimize

On iOS devices:
Navigate to SettingsWhatsApp
Make sure Background App Refresh is enabled
Make sure Cellular Data is enabled

Note: There's no fine-grained control over the power usage optimization, for specific apps on iOS, but there are app-specific setting that need to be verified.

Also, iOS has the Low Power Mode, which can be turned on when the charge drops to 20%. In this mode, an icon of the battery, in the status bar, becomes yellow. Additionally, in this mode, the Background activity of all apps may be restricted.

To check that the Low Power Mode is off:
Navigate to BatteryLow Power Mode
Make sure it's Off

Make sure that Another Teammate is not trying to Connect the same WhatsApp Account to your Workspace

When two team members within the same workspace, try to connect the same WhatsApp account, it's possible that the messages can get stuck in the Sending status. To prevent this from happening, please follow the recommendations bellow:

Always connect the same WhatsApp account to the same TimelinesAI user. Clicking on "Reconnect" reliably disconnects the client from the WhatsApp server and the new connection will be stable.
If you need to reconnect your WhatsApp account via another TimelinesAI user, then make sure to first close previous TimelinesAI sessions using the WhatsApp Mobile app:
Go to Linked Devices and tap on the existing session ("Chromium at...")
Tap on "Log out" before attempting to connect your WhatsApp account to TimelinesAI
Once you have ensured that there is no active session, you may proceed and scan the QR code on TimelinesAI with another user

Contact Us

If you've been through all the steps above and the issues persist, then please feel free to let us know. Sometimes, WhatsApp may roll out a big update and it may affect our infrastructure.

The fastest way to reach out is by using our Chat Support, at the bottom-right corner of your screen. We will provide you with more assistance.

Updated on: 27/12/2022

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