My number won't connect
What each connection state means, and what to do when a number is stuck, offline or refusing to link.
When a number stops carrying messages, the inbox simply goes quiet — which looks exactly like a slow day. Tenashi shows a banner on every page when a number isn't delivering, so you find out from the app rather than from a customer.
What the states mean
| State | Meaning |
|---|---|
| Active | Working. Messages flowing both ways. |
| Connecting | Starting up. Normal after a restart; should clear in seconds. |
| Waiting for scan | Needs a QR code scanned from the phone. |
| Offline | Not connected. Reconnect to bring it back. |
| Logged out | The device was unlinked, usually from the phone. |
"Connecting" that never finishes
A few seconds is normal. Several minutes is not — you'll see a banner saying the number is stuck.
Click Reconnect. If that doesn't clear it, Disconnect and then reconnect: that clears the stored session entirely and gives you a fresh QR code.
Disconnecting never touches your conversations. They live in your workspace, not on the phone, and reattach to the same number when you scan again.
"Can't link new devices right now"
This message comes from WhatsApp, not from Tenashi, and it means WhatsApp is rate-limiting device linking on your account — usually because there have been several link attempts in a short period.
Wait 30 to 60 minutes, then try once. Retrying immediately restarts the clock, so repeated attempts make it last longer rather than shorter. Nothing on our side can shorten it.
While you wait, it's worth opening WhatsApp → Settings → Linked devices on the phone and removing old entries you no longer use. WhatsApp limits how many devices can be linked at once.
The QR code never appears
The session has to start before it can produce a code, so give it a moment.
If it still doesn't appear, use Disconnect and then reconnect. A disconnect clears any stored credentials, which forces a fresh code rather than an attempted resume.
It keeps dropping
A linked device needs the phone to come online periodically. Check that:
- the phone has a working internet connection
- WhatsApp isn't being force-closed or battery-restricted on it
- nobody has unlinked the device from Linked devices
- the phone isn't switched off for long stretches
Reconnecting the right number
When you reconnect, scan with the same phone. Scanning a different WhatsApp account attaches that account to the existing record, and its conversation history goes with it.
And when a number needs to come back, use Reconnect on the existing row rather than Connect another number. Adding a new one creates a separate record and your history stays on the old one.
Still stuck? Email support and tell us what you were trying to do.