Skip to main content
The channel shows as connected. You can send a message out. But when a customer writes to your number, nothing appears in the Inbox, and no error appears anywhere either. This page is about that exact symptom on WhatsApp, and the order to check things so you don’t waste an afternoon on the wrong end of the problem.
If the Meta app is your own, the usual cause is a setting inside it that DMLY cannot see or change.Inbound messages only reach DMLY if your Meta app has a webhook configured at the app level: a callback URL, plus a subscription to the messages field. Meta’s API does not let DMLY read that setting or write it. There is no button in DMLY that fixes it and no reconnect that repairs it.So if your number is registered and subscribed and messages still don’t arrive, stop looking in DMLY. The fix is in the Meta App Dashboard, and everything below is about getting you to that conclusion quickly, or ruling it out.

​
Does this page apply to you?

Most of what follows is about the app-level webhook inside a Meta app, and that only matters if the Meta app is yours. It is yours if you connected with Bring your own WhatsApp Cloud API keys — Complex (30 mins). The app-level webhook is then yours to set, and every check below is something you can do. If you connected with Configure WhatsApp via Embedded Signup — Simple (10 mins), whose button reads Connect a WhatsApp number, the Meta app isn’t yours and its webhook isn’t part of your setup. The two causes that apply to you are registration is not verification and a leftover profile from an old reconnect. If you don’t remember which you used, it’s almost certainly the guided one. It’s the default and it takes ten minutes.

​
Start here: has anything ever arrived?

Open Configurations → Logs, select Filters, and set Event to Messages and Status to Success. Every inbound message writes one row here, reading Inbound WhatsApp message from ….
Logs only ever shows the channel you currently have selected, so make sure the WhatsApp number you’re chasing is the selected one before you read anything into an empty list. See Reading the Logs page.
Three outcomes, and they send you to different places: That last row is the most valuable thing on this page. An Inbound WhatsApp webhook dropped entry proves the connection between Meta and DMLY exists. Its absence, combined with silence, means the two are never speaking.

​
The order to check

1

Confirm the number is registered

Open Bot Setup → WhatsApp → Configuration and find the Number registration row. It reads either Registered or Not registered.If it says Not registered, that is your answer and nothing else matters yet, and the page tells you as much: “This number isn’t registered for WhatsApp Cloud API yet, so it can’t send or receive messages. Register it with the 6-digit PIN to go live.”Select Register phone number and enter the six-digit two-step verification PIN for that number. If Meta rejects it, DMLY says so rather than pretending it worked. The two usual reasons are a wrong PIN, or the number already being registered to a different Meta app.Read registration is not verification before you decide this step is fine. It is the single most common false negative.
2

Rule out a leftover profile from an old reconnect

A reconnect done today updates the profile you already have, so it cannot leave a second one behind. But if this number was reconnected before August 2026, DMLY may still be holding two profiles and showing you the wrong one. See a leftover profile from an old reconnect.
3

Confirm the WhatsApp Business Account is subscribed

DMLY subscribes itself to your WhatsApp Business Account when you connect the number. If Meta rejects that subscription, the number still connects and looks fine, but never receives anything.If you brought your own keys, DMLY warns you on screen at connect time and names the two reasons: the token needs the WhatsApp business management permission, and the number must be registered rather than pending. Fix whichever applies to your token or your number, then connect the number again.
4

Fix the app-level webhook in Meta

If the number is registered, the account is subscribed, and messages still don’t arrive, you are at the cause named at the top of this page. Nothing in DMLY is wrong.Open Integrations → WhatsApp → Configuration and find Webhook Settings. Use Copy URL and Copy Token. The page’s own instruction is to paste the URL “exactly as shown, with no trailing slash”, and then subscribe the messages field. Copy the URL from that page rather than typing it: a trailing slash turns it into a per-account URL with an empty token, which misroutes.

​
Registration is not verification

This is the trap that costs people the most time. Number verification and Display name status are different things from Number registration. A number can be verified, with an approved display name, showing every green tick you’d expect, and still not be registered for WhatsApp Cloud API. A number in that state can neither send nor receive. So when you look at Bot Setup → WhatsApp → Configuration, read the Number registration row specifically. Do not read Number verification and conclude you’re fine. They are not the same field and they do not imply each other.
If Number registration says Not registered, everything else on this page is noise. Fix that first with Register phone number and the six-digit PIN, then re-test by sending a message to the number from a phone.

​
A leftover profile from an old reconnect

Reconnecting a number, even to a different WhatsApp Business Account, reuses the profile you already have. DMLY matches the physical phone number, so the reconnect swaps the new Phone number ID, WABA ID and token onto that same WhatsApp profile instead of adding a second one. That was not always true. If this number was reconnected before August 2026, a leftover profile from then may still be here: nothing removed it automatically. It appears as a second WhatsApp profile in the channel selector, still pointing at the account you left. Integrations → WhatsApp always shows the most recently connected record. But on Bot Setup → WhatsApp → Configuration it is the channel picker that decides which record you are acting on: Register phone number and Disconnect WhatsApp both target the selected channel’s number, so selecting a stale channel means acting on the stale record. That explains two confusing symptoms:
  • The channel selector offers two WhatsApp profiles for one number.
  • You disconnected the number, but something still looks connected.
One Disconnect WhatsApp removes one record, so a leftover has to be disconnected separately: select each WhatsApp profile in turn on Bot Setup → WhatsApp → Configuration, compare the Phone number ID and WABA ID on each, and disconnect the one pointing at the WhatsApp Business Account you no longer use. If messages arrived until the day you reconnected and then stopped, this is not the cause. A reconnect updates the profile in place, so look at the app-level webhook in Step 4 above, and at reached DMLY and got dropped.

​
Reached DMLY and got dropped

If Logs shows Inbound WhatsApp webhook dropped under Messages + Error, Meta is calling DMLY successfully and DMLY is turning the message away. Open the row and read the reason it carries. It names the cause exactly, and there are two families. DMLY couldn’t match the call to a connected number. The reason says what it failed to match:
  • no connected WhatsApp account matches phone_number_id … on WABA …
  • no connected WhatsApp account matches WABA … — check the Business Account ID on the connected number
  • no WhatsApp account matches the webhook token in the callback URL — re-copy the Webhook URL from Configuration
These you can fix yourself. Compare the WABA ID and Phone number ID on Bot Setup → WhatsApp → Configuration against the WhatsApp Business Account the webhook is coming from, then re-copy the callback URL with Copy URL under Webhook Settings on Integrations → WhatsApp → Configuration. The signature doesn’t match. The reason reads: invalid signature — the Meta app secret in the WhatsApp service settings does not match the app sending this webhook The call is signed by a Meta app that isn’t the one DMLY checks it against. Reconnecting the number does not change that: the connect form only takes the API token, the Phone number ID and the WABA ID, and none of those affect the signature. Contact support with the log row rather than reconnecting. Either way, this is a better place to be than silence. A dropped webhook is a wiring mismatch you can find. No webhook at all is a setting that doesn’t exist yet.

​
Next

Reading the Logs page

Where the inbound rows and the dropped-webhook rows live.

WhatsApp limits

The 24-hour window and messaging tiers: why sending fails, rather than receiving.

Account disabled

When the raw error from Meta says the account itself is the problem.

Connect WhatsApp

The two connect paths, and what each one sets up for you.