> ## Documentation Index
> Fetch the complete documentation index at: https://docs.izap.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# WhatsApp connection problems
> Fixes for the most common errors when connecting your number to iZap: number shared with another provider, missing Meta permissions, too many attempts, and number already linked.
The WhatsApp connection runs in Meta's official flow. Most errors come from
your Meta account and are fixed in Meta Business Suite, not in iZap. Find the
situation you're seeing below.
Haven't started yet? Follow the
[Connect WhatsApp to the AI Trainer](/en/guide-meta-trainer-connection) guide
and check the list of what you'll need before you begin.
## Meta only offers to migrate the number
If the number already uses the WhatsApp Business app and you want to keep using
the app on your phone, don't choose to migrate. At the **WhatsApp Business
Account** step of Meta's flow, choose **Connect a WhatsApp Business app**. Meta
then asks for your number and shows a QR code to scan with your phone.
* Update the WhatsApp Business app to version 2.24.17 or later before you start.
* If the number has never had WhatsApp, choose **Create a WhatsApp Business
account**.
## Error #2655093: the account is already shared with a partner
**What it means:** your number's WhatsApp account is still linked to another
provider (another Meta partner), sometimes through a shared credit line. While
that link exists, Meta won't let you connect the number to a new provider.
**What to do:**
Confirm with the previous provider that the number was disconnected from
their platform.
In Meta Business Suite, open **Settings** → **Accounts** → **WhatsApp
accounts**, select the number's account, and open the **Partners** tab.
Remove any partner left over from the previous provider, including a shared
credit line.
Go back to the Trainer and start the connection again.
If Meta keeps saying the account has reached its partner limit even with no
partner listed, open a case with Meta support. Only Meta can clear that link —
iZap has no access to it.
## Error #3441038: you don't have permission to view this asset
**What it means:** the number's WhatsApp account belongs to a Meta business
portfolio where your Facebook profile is not an **admin**. Access to the
Facebook Page alone is not enough.
**What to do:**
1. Ask a current admin of the business portfolio to give you admin access in
the Meta Business Suite settings.
2. If nobody in your company has that access, open a case with Meta support
with proof that the business is yours.
3. Once you have admin access, start the connection again.
## Too many attempts: try again later
**What it means:** after several verification-code requests in a row, Meta
blocks new attempts for a while to prevent spam. The message sometimes shows
the code #3441033.
**What to do:** wait before trying again. The block usually lasts 1 to 2 hours,
but it can reach 12 hours if attempts continue. Each new attempt during the
block can restart the timer, so stop trying until the time has passed.
## The dashboard keeps asking me to connect a number I already connected
Check these causes, in this order:
1. **You signed in with a different account.** Make sure you're in the
dashboard with the same email you used to connect the number — for example,
signing in with Google instead of email and password can open a different
account.
2. **The number is stuck on an old connection.** In the WhatsApp Business app
on your phone, open **Settings** → **Account** → **Business Platform** and
disconnect the platform. Then redo the connection from the Trainer.
3. **The number is already connected to another iZap account.** A number can
only be in one iZap account at a time. Remove the number from the account
where it is today (see [Manage your numbers](/en/manage-whatsapp-numbers))
and connect it again in the right account.
For privacy, support can't share details about another account. If you own
the number and don't recognize the account it's connected to, contact
support: we run an ownership verification that asks for proof that the
number and the business are yours.
## The connection finished, but the number doesn't work
If Meta showed the connection as complete but no messages reach iZap, or the
assistant never replies:
* **The Meta payment method is missing.** Meta only finishes activating the
number after a card is added under **Billing and payments** in Meta Business
Suite. See the last step of the
[connection guide](/en/guide-meta-trainer-connection).
* **There are pending items on your Meta account.** An error on the payment
method or an incomplete business verification blocks the messages your
business starts. Check both in Meta Business Suite.
* If none of that helps, see
[The assistant isn't replying](/en/troubleshoot-assistant-not-replying).
## Error page or "service temporarily unavailable" during the connection
Sometimes the connection window shows an error page or says it can't onboard
customers right now. This is temporary and unrelated to your account. Wait a
few minutes and try again. If it keeps happening, contact support.
Always use the connection button in the iZap Trainer. A connection link sent
by another company connects your number to a different provider, not to iZap.
## The number was working and stopped
If the number was already connected and stopped sending or receiving messages —
for example, after a change to your Meta account — contact support **before**
you redo the connection. Redoing the process during an outage can scramble the
configuration that already exists. Support checks what happened and, if
needed, guides you through redoing the connection the right way.
## Before you contact support
To help us solve it faster, send to [suporte@izap.ai](mailto:suporte@izap.ai):
* The number, with the country code.
* A screenshot of the error message, with the code (for example, #2655093).
* The approximate time of the attempt.
* Whether the number uses or has used another WhatsApp provider.