Question 1

I can't sign in

Accepted Answer

Check that you are using the email address you signed up with, then try again. If you can't remember your password, use "Forgot Password?" on the sign-in page to reset it.

If the sign-in page says your email is not confirmed, see the next question. Still stuck? Open a support ticket and tell us the email address you signed up with.

Question 2

I didn't get the confirmation email

Accepted Answer

Check your spam or junk folder first. If it isn't there, try to sign in with your email and password. When the page tells you the email is not confirmed, it shows a "Resend confirmation email" link. Click it and a fresh email is sent.

If it still doesn't arrive, open a support ticket or email support@sharptxt.io.

Question 3

How do I reset my password?

Accepted Answer

On the sign-in page, click "Forgot Password?" and follow the steps. If you are already signed in, open your profile menu at the top right of the dashboard and click "Change Password".

Teammates you added start with a temporary password and can change it after they sign in.

Question 4

My WhatsApp number is disconnected or the QR code expired (Standard)

Accepted Answer

On Standard, your number is linked by scanning a QR code, like WhatsApp Web. If the code runs out, click "Get a new QR code" and scan again. On your phone, open WhatsApp, go to Settings, then Linked Devices, then Link a Device. Use that screen, not your phone camera.

If the number shows Stopped or Failed, click "Reconnect" on its row in the dashboard. If it shows Logged out, someone removed the link on the phone, so connect it again with a new QR code.

Question 5

My number won't connect, or can't send until approved (Enterprise)

Accepted Answer

Enterprise numbers connect through Meta. The number must be able to receive a text or voice call with a code, and it must not be in use on a personal WhatsApp app. If the Facebook window doesn't open, turn off your pop-up blocker or ad blocker for the page.

If the number says it cannot send until approved, Meta is still checking the display name. Wait for the approval, then press the sync button on the number to look again.

Question 6

My template is stuck in review or was rejected

Accepted Answer

On Enterprise, every template must be submitted to Meta and approved before you can send it. Meta decides, and while a template is Pending you can't edit it. Check its status on the Templates page.

If Meta rejected it, the reason shows on the template card. Click "Clone" to copy it into a new draft, fix the wording, and submit it again. Avoid putting a variable at the very start or end of the message with no words around it, as Meta may reject that.

On Standard, a template only needs to be set to Active before you can use it.

Question 7

My campaign isn't sending, or recipients are still queued

Accepted Answer

Work through these checks:

Is the WhatsApp number connected? On Standard, make sure its status is Working. On Enterprise, make sure it is approved.

Is the template ready? Standard needs an Active template. Enterprise needs one that Meta has approved for that number.

Is your account read-only because of a payment problem? A red bar at the top of the dashboard says so.

Have you used up your monthly message limit? It resets on the 1st of the month.

If everything looks fine and messages stay queued, open a support ticket with the campaign name and the time you started it.

Question 8

Some of my messages failed

Accepted Answer

SharpTXT shows a reason next to every failed message. The most common causes are a number that isn't on WhatsApp, a missing country code, or a person who last replied more than 24 hours ago.

Open our WhatsApp message errors page, find the reason you saw, and it explains what caused it and what to do. A message that fails once can usually be sent again.

Question 9

I can't type a reply in the Inbox (Enterprise)

Accepted Answer

WhatsApp only lets you send free text for 24 hours after a person last wrote to you. After that, or if they have never written to you, you must send a template that Meta has approved. Click "Template" in the chat and pick one.

Once the person replies, you can chat freely for the next 24 hours.

Question 10

My contacts import file was rejected

Accepted Answer

Imports accept a .xlsx or .csv file, and a .vcf file from your phone. Click "Download template" in the import window and fill it in. Phone Number is the only column you must fill, and each number needs its country code, for example 60 for Malaysia.

An import takes up to 5000 contacts at a time. The report on screen names the rows with a problem. Fix them, or tick "Import the valid rows even if some rows have errors" to skip the bad rows and keep the good ones.

If the import stops early, your plan may have reached its contact limit.

Question 11

I hit a plan limit

Accepted Answer

Every plan has a most-you-can-have for things like contacts, templates, team members, WhatsApp numbers and messages per month. When you reach one, SharpTXT stops you adding more and tells you which limit it was. Nothing you already have is deleted.

You can remove something you don't use, buy an add-on, or move to a bigger plan from the Billing page. If you hit the monthly message limit, you can also wait for the 1st of the month.

Question 12

My account says "read-only", or I have a billing question

Accepted Answer

A red "Account is read-only" bar means your last payment failed, or your first payment hasn't gone through yet. You can still look around, but you can't create, edit or delete anything. Press "Update payment method" or "Complete payment" and the bar goes away once the payment succeeds.

The Billing page is also where you change your card, download invoices and receipts, buy add-ons, or cancel. If you cancel, your plan keeps working until the end of the period you have paid for. Plans are priced in Malaysian Ringgit, and you can also pay in US Dollars.

Question 13

How do I add team members?

Accepted Answer

In the dashboard, open Workspace, then Team. Click "Add Teammate", fill in their details, pick a role, and give them a temporary password. Then send them their email and temporary password so they can sign in.

If the "Add Teammate" button is grey, your plan is at its team limit. Remove someone, buy an extra team member seat, or upgrade your plan.

Question 14

WhatsApp blocked or restricted my number

Accepted Answer

WhatsApp can limit or temporarily block a number when many recipients report or block its messages, or when messages break its policies. Messages sent in that time may fail.

Stop sending and review your content and audience. Send only to people who agreed to hear from you and make it easy for them to opt out. On Enterprise, check the Meta Business Support inbox for the reason and how long it lasts.

If you are unsure what happened, open a support ticket and we will help you work out the next step.

Question 15

Read receipts aren't showing for some messages

Accepted Answer

A message only shows as read when WhatsApp tells us the person opened it. If they have turned off read receipts in their WhatsApp privacy settings, WhatsApp never sends that, so the message stays at delivered even after they read it.

This is normal and can't be changed from your side. It is why read counts on a campaign are usually lower than delivered counts.

How can we help?

Open a support ticket

Contact support by email

WhatsApp message errors

Common issues