Why can't I connect to WhatsApp?

If you experience any of the following issues, it is likely you are not connected to the Internet.

  • You encounter issues sending or receiving messages or downloading media.
  • You see a clock next to sent messages.
  • You see Unknown under your Account expiration (to check: open WhatsApp and tap More > settings > account).
  • You have a problem updating your profile picture, status or favorites list.

Basic troubleshooting

  1. Confirm you are using the latest version of WhatsApp Messenger from the Store.
  2. Make sure you have a data plan with your carrier's network or a Wi-Fi connection with a working Internet access.
    Important: To use WhatsApp on a Windows Phone, it is important to have a data plan. Wi-Fi only devices may encounter problems.
  3. Make sure your device is within a coverage area supported by your mobile carrier or Wi-Fi network. The connection should be stable and reliable.
  4. Reboot your phone (power down, wait 30 seconds, power up).

Further troubleshooting

Some carriers commonly have issues with WhatsApp on Windows Phone, even if the app works on other platforms. If websites and other apps are working but WhatsApp cannot connect, it is possible your network configuration does not permit the type of connections (socket or non-HTTP connections) necessary for WhatsApp.

Please check the following:

  • Check your carrier's Access Point Name (APN) settings. There may be a different APN your carrier allows for non-HTTP connections like WhatsApp. To find out how to change the APN settings on your device, please visit here for: Windows Phone 7 and Windows Phone 8. After you change the APN settings, please be sure to reboot your phone for the changes to take effect.
  • If you have a Windows Phone made by Nokia, try using the Connection Setup app from the Nokia Collection in the Store (this application may not be available in some countries).

For issues with receiving notifications for WhatsApp messages, read this article.

Learn how to connect on: Android | iPhone | Nokia S40 | BlackBerry | Nokia S60 | BlackBerry 10

WhatsApp Support Team