Frequently Asked Questions

English

I cannot connect to WhatsApp!

Usually, this is caused by a problem with your internet connection or the settings on your phone.

Please try these steps to fix your connection:

  • Reboot your phone (power off, power on).
  • Upgrade WhatsApp to the latest version: Press Download Now - once the download is complete, open the file to initiate installation.
  • Turn Wi-Fi off and back on (Android Settings > Wireless & networks > Wi-Fi).
  • Try connecting to different Wi-Fi hotspots.
  • Turn Airplane mode on and off.
  • Make sure that data is enabled (Android Settings > Wireless & networks > Mobile networks).
  • Go to Settings > Data Usage > Menu button > make sure Restrict background data is unchecked.
  • Contact your mobile provider and make sure your APN settings are configured correctly.
  • If you are often connected to Wi-Fi, check your Wi-Fi sleep policy (Homescreen > Menu Button > Settings > Wi-Fi > Menu Button > Advanced > Keep Wi-Fi on during sleep) and make sure it is set to "Always" or "Only when plugged in."
  • Reboot your Wi-Fi Router.
  • Verify that you receive your Google mail emails on time.
  • Delete and re-install WhatsApp (Note: This will erase your chat history. Be sure to run a manual backup beforehand: WhatsApp > Menu button > Settings > Chat Preferences > Backup conversations).
  • Upgrade your Android OS to the latest version for your device.

If you are able to connect on Wi-Fi but not on your mobile connection (EDGE/2G/3G), double check your APN configuration with your mobile provider. You must be able to send and receive non-web traffic in order to use WhatsApp.

If none of this works, be sure to check our Twitter status. We will inform you of any outages through tweets.

Please read here for platform specific connection troubleshooting steps: iPhone | BlackBerry | Nokia | Windows Phone | BlackBerry 10.

Cheers,
WhatsApp Support Team