Troubleshooting

Your browser may be blocking pop-ups. Allow pop-ups for app.chatbeds.app, then press the button again. If the page says "Facebook could not be reached", check your internet connection and try again.

The window was closed before all the steps were finished. Press Connect a new number or Use my WhatsApp Business app number again and go through every step until the window closes by itself.

You finished Meta's steps without choosing a number. In Meta's window, add a phone number to your WhatsApp Business account and verify it, then try again.

Meta shows its own reason after these words. Fix what Meta says, then try again. If you are stuck, send the exact message to ChatBeds support.

The number already has a two-step verification PIN that ChatBeds could not replace. Open Meta's WhatsApp Manager, go to Phone numbers, then Settings, and turn off two-step verification for the number. Then connect again from the Chat page.

The number is connected to another property on ChatBeds. Each number can be connected to one property only. Disconnect it from the other property first, or use another number.

If the page says "Connecting with Meta is not switched on for this server yet", contact ChatBeds support. In the meantime, technical teams can use the Advanced form on the Chat page.

Link codes work once, for 24 hours. Press New code on the person's row on the Staff page and send them the new code. Also check that they send it to your hotel's number, not to another hotel's.

The reply names the other person, for example "This number is already linked to James Taylor at this hotel". Each phone number can belong to one staff member. If James has left, remove him from the Staff list: his number is freed at once. Otherwise unlink his WhatsApp first.

Five wrong codes were sent from that phone within an hour. Wait an hour, then send the correct code.

Check that the invite reached the phone number on their row, with the right country code. If the number is wrong, Edit it and send the invite again, or use the QR code instead.

The invite uses a message template that WhatsApp must approve first, which can take up to a day after you connect your number. Until then, use the QR code or the Connect CB-XXXXXX code.

Check, in this order:

1. Chat → WhatsApp number shows Connected, and Check now says WhatsApp answers for the number.
2. They are writing to the hotel's number, not to a colleague or a group.
3. They are on the Staff list with the same phone number they are writing from, including the country code.
4. In the Command log, find their message. If it says "Not staff", ChatBeds did not recognise the number: their message went to the Unified Inbox instead.

If several people get no replies, check whether your number was connected in another system recently. See the warning above.

ChatBeds could not match the message to a command, and lists the commands the person can use. Ask them to send help and copy the format, for example checkin 101 instead of "check in the guest in 101 please". Plain English commands always work, even when the AI is busy.

The person's role does not allow it. For example, only the front office and management can book. If they need it, change their role on the Staff page. See Roles in chat.

ChatBeds asks when something is missing or unclear, such as the number of nights or which room type. Answer the question, or send cancel to drop it. A question expires after 10 minutes.

If the reply says voice notes are not switched on, or that ChatBeds could not listen to it, ask the person to type the command for now. Very long voice notes are refused: keep them short, with one request each. The reply starts with "Heard:" so the person can check what ChatBeds understood.

The reply language is set for the whole hotel in Chat → WhatsApp number → Chat language. Choose Automatic to reply to each person in their own language. See Languages and voice notes.

The command failed and was undone completely. Nobody was alerted about it. Try again in a moment. If it keeps happening, contact ChatBeds support with the time and the message.

Check, in this order:

1. They are clocked in. Staff only get alerts while on duty. Ask them to send clock in.
2. Their phone is linked. Their row on the Staff page shows Linked.
3. Their alert level. In the Alerts column, make sure it is not No alerts or Critical only.
4. Quiet hours. During quiet hours, only critical alerts are sent.
5. The 24-hour window. If they have not written in the last 24 hours, the staff alert template must be approved. See above.

Settings → Alerts → The alerts log shows each alert and why it was not sent. Use Send a test alert to try one person.

When nobody in a role is on duty, alerts go to the GM, then the owner, so nothing is missed. Ask housekeepers to clock in at the start of their shift.

They probably forgot to clock out. Ask them to send clock out, or press Clock out on their row on the Staff page. After 16 hours, ChatBeds stops treating them as on duty anyway.