Use this guide when the WhatsApp channel page shows a connection state that needs explanation or action.
Connection states
- Not connected: OnSync does not have an active WhatsApp connection. Use the connection action on the channel page.
- Synchronization pending: Meta authorization succeeded, but OnSync has not confirmed that Coexistence synchronization is ready.
- Ready: The connection and required synchronization checks are complete.
- Needs attention: OnSync found a connection problem. Follow the recovery action shown on the channel page or contact support.
Synchronization pending
You can continue using the WhatsApp Business app while OnSync verifies the connection and any approved contact or history synchronization.
Do not retry or reconnect the number while this state is pending. Reconnecting early can create duplicate or unclear synchronization work.
Wait until the channel page reports Ready or gives you a specific recovery action.
Recovery and offboarding
If synchronization remains pending or setup stops:
- Keep using the WhatsApp Business app.
- Do not refresh credentials, reconnect the number, or start offboarding unless the channel page or OnSync support instructs you to do so.
- Contact OnSync support with the business number, the approximate connection time, and a screenshot of the current state.
OnSync support will confirm the saved connection state before recommending a retry, reconnection, or offboarding step.
What stays on the channel page
The WhatsApp channel page intentionally shows only current connection state, available actions, and the next instruction. Setup explanations and recovery details live in this Help guide so they do not compete with operational controls.