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Troubleshooting Wassuply: common problems and fixes
Quick answer
Most Wassuply problems show a clear message on screen or in the campaign log, and the fix depends on that message. This page covers install warnings on Windows and Mac, the 60-second sign-up email cooldown, sign-in, No active plan and device screens, logged-out numbers, chats that will not open, campaigns that hold or pause, and warm-ups that do not run.
In the app SidebarToolsActivity Logs
Key facts
- Wassuply can only send one confirmation email per address every 60 seconds, so "For security purposes, you can only request this after N seconds" means the first email already went out.
- The Wassuply desktop app has no password reset; use "Or email me a login link" on wassuply.com/portal, then set a new password under Settings → Security.
- A Wassuply campaign that runs out of usable numbers holds while a number is only disconnected or at its daily cap, and pauses when no number can recover on its own.
- A Wassuply warm-up session runs Monday to Friday, 09:00 to 21:00 by default, so it is idle at weekends unless you tick Include weekends.
- Wassuply keeps working offline for up to 14 days after its last plan check, then pauses sending until it can check again.
- Wassuply support is at support@wassuply.com; include the error code from the message, such as ERR_COMPOSE_MISMATCH or ERR_DB_FLUSH.
Windows or macOS will not open the installer. What do you do?#
Both systems warn about new apps from outside their stores; confirm once and the warning does not return. Only do this for a file downloaded from your own Wassuply account.
- Windows shows "Windows protected your PC": click More info, check the app name, then Run anyway. You do not need to turn SmartScreen off.
- macOS says Wassuply cannot be opened, or that it "is damaged": the file is fine; macOS is blocking an app that is not yet notarised by Apple. Run
xattr -dr com.apple.quarantine /Applications/Wassuply.appin Terminal and open Wassuply again, or open System Settings → Privacy & Security (on macOS 12, System Preferences → Security & Privacy) and click Open Anyway. - Mac asks "Move Wassuply to your Applications folder?": click Move to Applications. An app run from the DMG or Downloads cannot be updated in place.
- Nothing appears when you open Wassuply: it may already be running in the tray or menu bar. Opening it again brings the existing window to the front. Installers 1.0.1 and 1.0.2 could fail to show a window; install the latest version from your portal.
Why does sign-up say "only request this after N seconds"?#
That message means a confirmation email was already sent to that address in the last 60 seconds, which is the most Wassuply's email service allows. Your account was created on the first click.
- Wait for the email instead of clicking Create account again. It usually arrives within a couple of minutes; check spam too.
- To ask again, use send it again on the sign-up page or Resend email in the portal. Both count down 60 seconds first.
- "Our email service is busy right now" means a wider sending limit was hit. Try again in a few minutes.
- "You already have an account" means the email is registered. Log in at the portal or in the app.
Why can't you sign in to the app?#
Check the message under the password field; each one has a different fix.
- Please confirm your email first
- Click the confirmation link in your inbox, then log in again.
- Invalid login credentials
- Wrong email or password. The app has no reset link: on wassuply.com/portal enter your email, click Or email me a login link, open the link, then set a new password in Settings → Security → Update password. The same password works in the app.
- Too many attempts. Try again in N min.
- Repeated wrong passwords lock that email for a few minutes. Wait for the time shown.
- You were signed out by an admin
- Wassuply ended your session from its side. Log in again; sending stays locked until you do.
- An account with this email already exists
- You used Create account with a registered email. Switch to Log in.
What do No active plan, read-only and device limit mean?#
These screens appear when your plan or device seat does not allow this computer to work. Most clear themselves within a minute of the fix.
| Message | Cause | Fix |
|---|---|---|
| No active plan | The signed-in email has no active plan, or the app could not confirm your plan for more than 14 days offline | Buy a plan or redeem a code (at least 6 characters), and sign in with the email you bought under. If you were offline, reconnect. |
| Your plan has expired, the app is in read-only mode | The plan expired or was revoked | Click Renew. Sending and adding numbers resume once the plan is active again. |
| Device limit reached | All device seats are in use | Sign out on the other computer, or deauthorise it in the portal's Devices & sessions, then click Retry. |
| Device deauthorized | This computer was deauthorised | If you did it in the portal, click Retry or sign in again to reclaim a free seat. Otherwise contact support. |
| Account limit reached (N on your plan) | You have as many numbers as your plan allows | Remove a number or upgrade. |
Plan changes reach the app within about a minute. If not, open My Account, sign out and sign in. See Plans, licences and devices.
What if a number will not link or keeps disconnecting?#
The QR code is WhatsApp Web's own, so linking problems are usually on the phone side. Open WhatsApp on the phone, go to Linked devices → Link a device, and scan while both phone and computer are online. If the code area stays blank, click the Reload WhatsApp button (the circular arrow) at the top of that number's view.
- "Name disconnected": open the number in its WhatsApp view. If WhatsApp shows a QR code again, the session was logged out, for example because it was removed from the phone's Linked devices. Scan again; Wassuply does not re-link a logged-out number for you.
- After an internet drop: Wassuply reloads every session about 5 seconds after the connection returns.
- "Name may be banned - check now": WhatsApp Web is showing a ban notice. Stop sending from it and see Ban recovery.
- Slow reconnects during warm-up or campaigns: more numbers are in use than Warm Pool Size (default 5) keeps loaded. Raise it in Settings.
Why do chats fail to open or messages fail?#
When Wassuply cannot reach the right chat or fill the message box exactly, it skips that contact instead of risking a wrong or broken message. The error code appears in the campaign log and in Activity Logs.
| Code | What happened | What to do |
|---|---|---|
| ERR_NOT_ON_WHATSAPP | WhatsApp's New chat found no account for the number | Check the number and its country code. Set Default country code in Settings if your list has local numbers. |
| ERR_CHAT_NOT_OPENED | The chat could not be opened safely | The contact stays pending and is retried on the next run. Make sure the number's WhatsApp view has finished loading. |
| ERR_COMPOSE_MISMATCH | The message box did not hold exactly your message after two tries, so nothing was sent | Retry. If it keeps happening, email support with the code. |
| ERR_WA_SELECTOR | WhatsApp Web changed its layout and Wassuply used a fallback | Nothing, unless sends start failing; then email support with the code. |
| ERR_DB_FLUSH | Your data is not saving to disk | Free up disk space, then restart. Email support if it continues. |
Why did a campaign stop sending?#
A campaign that seems stuck is almost always holding or paused for a reason written in its live log. Open the campaign to read the latest line.
| Log line starts with | Meaning |
|---|---|
| Holding, waiting for an account to become available | Each number is disconnected or at its daily limit. A capped number frees at midnight; reconnect the others. Sending resumes by itself. |
| Paused, no account can send and none will recover on its own | Every number is blocked by Smart Send's ban-risk pause. Rest the numbers or change Smart Send, then click Resume. |
| Outside sending window | The campaign waits for its sending hours to open. |
| Blackout hour | Sending is paused until the next allowed hour. See Sending safety. |
| Auto-paused, failure rate | Too many messages failed. Check the errors, then Resume. |
| Holding, your plan is not active on this device | Fix the plan or device first; sending resumes by itself. |
Contacts can also be skipped by the cross-campaign cooldown or because they opted out. After a restart, running campaigns resume within about 15 seconds, unless one of their numbers is busy with another job; that campaign is left paused for you to resume.
Why is a warm-up not running?#
Most idle warm-ups are outside their schedule, at their daily cap, or missing a usable second number. Check Activity Logs with the Warmup and Errors filters, then work down this list:
- Weekend or night: sessions run Monday to Friday, 09:00 to 21:00 unless you tick Include weekends (Sat & Sun) or Run 24/7 until stopped.
- Daily cap reached: each number sends 20 warm-up messages a day by default, then waits for midnight.
- "Need 2+ accounts with phone numbers": a session needs two connected numbers with phone numbers. Add a missing one under Accounts → Account Settings → WhatsApp Number.
- After a restart: sessions are set to stopped unless Auto-resume warmup sessions on launch is on. Click Start again.
- Number busy: a number that is sending a campaign is not warmed at the same time.
- High ban risk: with Smart Send enforcement on, a high-risk number sits out turns.
- "Script is empty": pick a message pack or add lines to the custom script.
See Account warm-up for the full settings.
Where are the logs and how do you contact support?#
Collect the error details first, then contact support with them. Wassuply keeps two logs on your computer.
- Activity Logs (Tools → Activity Logs): filter to Errors, search for the number or code, and click Export for a CSV.
- Error Log (Settings → Logs & Data → Error Log): click View, then Copy, and paste it into your email.
- Support: email support@wassuply.com from your account email, open a ticket in the portal's Support tab, or see wassuply.com/support.
- Include your app version from Settings → About, your system, the error code and when it happened.
Tip: While you are signed in, support can also ask the app directly for its 200 most recent activity log lines, so you do not have to copy them.
Frequently asked questions#
How do I reset my Wassuply password?
Go to wassuply.com/portal, enter your email and click Or email me a login link. After the link signs you in, set a new password under Settings → Security.
I bought a plan but the app still says No active plan. Why?
The plan is tied to an email, so sign in with the same email you bought under. If the computer was offline for more than 14 days, reconnect; the app checks your plan again within about a minute.
Why did my number log out by itself?
Usually because the session was removed from the phone's Linked devices, or WhatsApp ended it. Scan the QR code again in that number's WhatsApp view.
Why is the Mac app not updating itself?
Mac updates are manual until the app is notarised. When a new version is out, a bar offers Download; drag the new app into Applications, and your accounts and data are kept.
Why are my campaign messages skipped?
A skipped contact usually opted out, was messaged by another campaign within the cooldown, or is not on WhatsApp. The campaign log gives the reason for each one.
Can I run two copies of Wassuply on one computer?
No. Only one copy runs at a time; opening it again brings the existing window to the front.
Still stuck?
Email support@wassuply.com, open a ticket in the customer portal, or book a free 20-minute call.
Wassuply is independent software. It is not made, endorsed or sponsored by WhatsApp or Meta. View this page as Markdown.