Token expired or "token stopped working"

KiliChat talks to WhatsApp using an access token, a kind of password Meta gives for your number. If the token expires or is cancelled, the number can't send or receive messages until it's replaced.

How do I know there's a problem?

Admins see a banner across the top of the number's pages:

• Amber: "Token expires in N days. Reconnect before then to keep messages flowing."
• Red: "Token expired." or "Token no longer works. This number can't send or receive messages until it's reconnected."

Click Fix in Settings on the banner. The Connection checklist in Settings → WhatsApp connection shows the same, for example "Token expires in 9 days" or "Meta rejected this number's token".

Messages may also fail with errors like "Error validating access token (code 190)".

KiliChat checks every token with Meta twice a day, and the KiliChat team is alerted 14 days before a token runs out.

Why did the token stop working?

• It expired. Tokens made by logging in with Facebook can last about 60 days.
• The Facebook password was changed, or someone logged out of all Facebook sessions.
• Someone removed KiliChat's access in Facebook or Meta Business settings, or removed the person who connected the number.
• A system user lost access to the WhatsApp account.
• Meta revoked it after a security check.

How do I fix it?

If you see "Reconnect with Facebook"

This is for numbers connected with WhatsApp Connect (the Facebook login button):

1. Go to Settings → WhatsApp connection.
2. Click Reconnect with Facebook.
3. Log in with the Facebook account that owns the business, and pick the same business and phone number as before.
4. When it finishes, the checklist should show green ticks. Click Check again to be sure.

The person who logs in must be an admin of the business in Meta Business Settings.

If you have a new token to paste

1. Go to Settings → WhatsApp connection.
2. Under Access token (or Or paste a token), paste the new token into Replace access token.
3. Click Update.

KiliChat only saves it if Meta accepts it, and then tells you how long it lasts, for example "Token updated. It never expires."

For a system user token, the system user must be assigned to both this number's WhatsApp account and its Messaging account in Meta Business Settings, with the permissions business_management, whatsapp_business_management and whatsapp_business_messaging ticked.

If you're not sure

Message the KiliChat team on WhatsApp (from another number, if yours isn't working). We set up most numbers with a permanent token and can fix it quickly.

How do I stop this from happening again?

Ask us to switch your number to a permanent system user token. It doesn't expire after 60 days. It only stops if someone removes its access in Meta Business Settings.

Were messages lost while the token wasn't working?

• Outgoing messages sent during that time failed. They aren't sent later by themselves. Resend important ones.
• Incoming messages sent by customers while the connection was down may not appear. Meta retries delivery for a while, so some arrive once you reconnect.
• Broadcasts sent during that time show many Failed people. See Retries and cancelling to resend.

I'm an agent and can't see the banner or the WhatsApp connection tab

Only admins see these. Tell your admin, or contact us.