# WhatsApp disconnected from Mujib: why it dropped and how to fix it

> WhatsApp disconnected from Mujib means the agent neither receives nor answers that number. Find the cause on the Channels page and bring the number back.

When WhatsApp is disconnected from Mujib, the agent is not receiving or answering that number right now, even though the number still works on your phone. Open **Channels** and read the status next to the number: most cases are fixed with **Reconnect**, and some need the number linked again with a code.

## How do I know WhatsApp is disconnected?

Mujib tells you in several places, and each one leads to the **Channels** page.

- **Banner at the top of the dashboard:** **WhatsApp disconnected**, with a **Reconnect** button, for people who can manage channels. With more than one number, the banner names the one that dropped.
- **Dashboard alert:** **WhatsApp disconnected — retrying automatically** when a connected number drops, or **WhatsApp needs re-pairing (scan the QR again)** when the connection stops and only a new link brings it back. Anyone with the dashboard open at that moment sees it, with the cause.
- **Channels page:** the number shows **Disconnected** or **Error**, with a line under it such as **Offline — the agent is not replying on this number**.
- **Agent page:** the master switch card in **Agent Studio** says **WhatsApp is disconnected — WhatsApp messages don’t reach your agents.**

> **"Connecting" is not a disconnect**
>
> If a number that was connected shows **Connecting…**, Mujib is reconnecting by itself after a short drop. Give it a moment; there is nothing to do.
## Why did my WhatsApp number disconnect from Mujib?

The cause is written in the alert, or under the number when its status is **Error**. Here is what each one means:

| Cause as shown | What it means | What to do |
| --- | --- | --- |
| **Temporary connection problem** | A connection problem with WhatsApp that usually clears by itself | Wait a little; if it does not come back, press **Reconnect** |
| **WhatsApp signed this number out** | WhatsApp removed Mujib from your linked devices | Link the number again with a code |
| **Another device took over this WhatsApp session** | Another session took Mujib's place | Press **Reconnect** and link it with a code from the same phone |
| **WhatsApp blocked this number** | WhatsApp rejected this number | Retrying will not help; open WhatsApp on your phone and follow what it asks |
| **The QR code expired before it was scanned** | A linking attempt ended before it completed | Start a new attempt, as in [Link code or QR expired](https://docs.mujib.ai/en/troubleshooting/qr-expired/) |
| **Couldn't keep this number connected** | The connection failed for an unknown reason | Press **Reconnect**; if it keeps happening, email us |

Two things most often remove Mujib from WhatsApp:

- **You removed it on your phone:** taking Mujib out of **Linked devices** in WhatsApp disconnects the number at once.
- **The phone went unused for a long time:** WhatsApp logs out every linked device when the phone that holds the number is not used for more than two weeks.

If WhatsApp rejected the number itself, read [WhatsApp Business app vs WhatsApp API](https://docs.mujib.ai/en/channels/whatsapp-business-vs-api/) to understand how Mujib connects and what puts a number at risk of a ban.

## How do I reconnect the number, step by step?

Always start with the number's own button on the Channels page; it picks the right path for you.

1. Open **Channels**, or press **Reconnect** in the banner at the top.
2. Read the status next to the number and the line under it.
3. Press **Reconnect**. If the status is **Earlier attempt**, the button is **Link again**.
4. If the number's link is still valid, it turns **Connected** within seconds with nothing else to do.
5. If a link code or a QR code appears, the old link has ended. In WhatsApp on your phone, open **Settings**, then **Linked devices**, tap **Link a device**, then **Link with phone number instead** and type the code. Details in [Connect WhatsApp](https://docs.mujib.ai/en/start/connect-whatsapp/).
6. Once it shows **Connected**, message the number from another phone and check that the message appears in **Inbox**.

> **Don't start by deleting the number**
>
> **Delete number** unlinks the number from WhatsApp and removes its session, so it only comes back with a new link. Use it only when you want to stop using this number in Mujib.
## What happens to messages and the agent while it is disconnected?

Customer messages reach your phone as usual, but the agent does not see or answer them until the number is connected again.

- **Answer customers from your phone:** the messages are in WhatsApp as always. If you reply from the phone once the connection is back, the agent pauses in that conversation; see [Your reply pauses the agent](https://docs.mujib.ai/en/inbox/staff-reply-pauses-agent/).
- **After linking with a new code:** messages that arrived before the new link do not appear in **Inbox**, and the agent does not answer them. It starts with the messages that arrive after it.
- **Campaigns:** [broadcasts](https://docs.mujib.ai/en/features/campaigns/) do not start while you have no connected WhatsApp number; you can save a campaign as a draft until you reconnect.
- **Your team's WhatsApp alerts:** they are sent from your business number, so they do not arrive while it is disconnected. Phone push and dashboard alerts still do.

## How do I stop the number from disconnecting again?

Most lasting disconnects come down to three habits:

- Do not remove Mujib from **Linked devices** on your phone.
- Use WhatsApp on the phone that holds the number at least every few days, so WhatsApp does not log out its linked devices.
- If you move the number to another phone, open **Channels** afterwards and check that it still shows **Connected**.

## When should I contact the Mujib team?

Contact us when you have pressed **Reconnect** twice and the number did not come back, or when the same number disconnects more than once a day.

- When there is a problem, the **WhatsApp numbers** card shows **Stuck linking?** with an **Email us** button. It opens an email to the Mujib team with your business name filled in.
- Or write to `abdalrahman@mujib.ai`, or use **Report a problem** in your account menu in the dashboard.
- Include the number, roughly when it dropped, and the line shown under the number on the Channels page.

## Frequently asked questions

### Does my number stop working on my phone when it disconnects from Mujib?

No. The number keeps working on your phone and in the WhatsApp app as usual. What stops is its messages reaching Mujib and the agent's replies to them.

### Do I need a new link code every time the connection drops?

No. A short drop recovers by itself, and the number shows **Connecting…** meanwhile. You need a new code only when WhatsApp has removed Mujib from your linked devices.

### Where do I find the messages that arrived while the number was disconnected?

In WhatsApp on your phone, which receives them as usual, so answer them there. If you link the number again with a new code, messages from before the new link do not appear in Mujib and the agent does not answer them.

### Why don't some of my team see the "WhatsApp disconnected" banner?

The banner at the top of the dashboard shows only to people who can manage channels, because only they can reconnect. Everyone else sees an alert in the dashboard if they have it open when the drop happens.

### Should I delete the number and add it again?

Not as a first step. Try **Reconnect** first; it brings the number back without unlinking it and asks for a new code only when one is needed.

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Source: https://docs.mujib.ai/en/troubleshooting/whatsapp-disconnected/ · Last updated: 2026-11-04