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Integration Connection Problems

Troubleshooting guide for WhatsApp, Messenger, Instagram, and Google Calendar integration issues.

General Integration Troubleshooting

Check Integration Status First

Before diving into specific issues:

  1. Go to Settings → Integrations

  2. Look at status indicator for each integration:

    • 🟢 Green pulse (Connected) - Working normally
    • 🟡 Yellow (Pending) - Setup incomplete
    • 🔴 Red (Error) - Issue detected
    • ⚪ Gray (Disconnected) - Not connected

  3. Check "Last synced" or "Last active" timestamp

  4. Recent activity = integration is working

Verify Subscription Tier

Integration availability by tier:

Integration Free Solo Growth Business
WhatsApp ✅ ✅ ✅ ✅
Google Calendar ❌ ✅ ✅ ✅
Messenger ❌ ❌ ✅ ✅
Instagram ❌ ❌ ✅ ✅

If integration shows "Upgrade Required":

  1. Go to Settings → Billing
  2. Upgrade to required tier
  3. Return to Integrations to connect

Clear Browser Cache

Sometimes OAuth tokens get stuck:

  1. Clear browser cache and cookies
  2. Log out of rendevo
  3. Close all browser tabs
  4. Reopen browser
  5. Log back into rendevo
  6. Try reconnecting integration

Check External Platform Status

Before troubleshooting further:

  • Facebook/Meta platforms: status.facebook.com
  • Google services: status.cloud.google.com

If platform is down:

  • Wait for platform to recover
  • Retry connection later
  • No action needed on your end

WhatsApp Business Issues

"Integration Not Found" Error

Causes and solutions:

1. Phone Number Not Registered with WhatsApp Business

Symptoms:

  • Error during connection
  • "Phone number not found"
  • Can't complete OAuth flow

Fix:

  1. Go to business.facebook.com
  2. Select your Business Manager
  3. Go to Business Settings → Accounts → WhatsApp Accounts
  4. Verify you have a WhatsApp Business Account (WABA)
  5. Check phone number is:
    • Registered
    • Verified
    • Active
    • Not banned or restricted
  6. If no WABA exists: create one through Facebook Business Manager
  7. Return to rendevo and reconnect

2. Access Token Expired

Symptoms:

  • Was working, now shows disconnected
  • Red error status
  • Messages not sending/receiving

Fix:

  1. Go to Settings → Integrations
  2. Find WhatsApp card
  3. Click Reconnect or Disconnect then Connect
  4. Complete OAuth flow again
  5. Grant all permissions
  6. Status should change to Connected

3. Insufficient Permissions

Symptoms:

  • Connection completes but doesn't work
  • Some features work, others don't

Fix:

  1. Disconnect WhatsApp integration
  2. Reconnect
  3. On permission screen: Grant ALL permissions
  4. Don't skip or decline any permission requests
  5. Complete flow

Messages Not Appearing in Inbox

Problem: Customer sends WhatsApp message but doesn't show in rendevo Inbox.

Diagnostic steps:

1. Test Message Flow

  • Send test message to your WhatsApp Business number from personal phone
  • Wait 30-60 seconds (webhook processing time)
  • Refresh Inbox page in rendevo
  • Check "All" conversations filter

2. Check Integration Status

  • Settings → Integrations
  • WhatsApp status should be Connected (green)
  • If error: reconnect

3. Check Inbox Filters

  • Click "All" conversations
  • Conversation may be in different filter
  • Search by customer name or phone

4. Verify Phone Number Match

  • The number customer messaged must match number connected in rendevo
  • Check in business.facebook.com → WhatsApp Accounts
  • Verify number matches

5. Check Facebook Business Manager

  • Go to business.facebook.com
  • Business Settings → WhatsApp Accounts
  • Click your WABA
  • Check "Webhooks" section
  • Should show active webhook
  • If missing: disconnect and reconnect in rendevo

If still not working:

  1. Disconnect WhatsApp
  2. Wait 5 minutes
  3. Reconnect
  4. Test again

Cannot Send Messages

Problem: Can't reply to customers on WhatsApp.

Common causes:

1. 24-Hour Window Expired

WhatsApp policy:

  • You can only message customers within 24 hours of their last message to you
  • OR customer must message you first

Symptoms:

  • Reply button grayed out
  • "24-hour window expired" message
  • Send fails

Solution:

  • Wait for customer to message again
  • Then reply within 24 hours
  • This is WhatsApp policy, not rendevo limitation

2. Access Token Invalid

Symptoms:

  • All messages fail to send
  • Error notification

Fix:

  1. Settings → Integrations → WhatsApp
  2. Click Reconnect
  3. Complete OAuth
  4. Try sending again

3. Phone Number Suspended

Symptoms:

  • Can't send messages
  • May receive error from Facebook

Fix:

  1. Check business.facebook.com
  2. Go to your WABA
  3. Check for quality rating or restrictions
  4. If restricted: follow Facebook's instructions to appeal
  5. Ensure compliance with WhatsApp Business Policy

4. Rate Limiting

Symptoms:

  • Some messages send, others fail
  • "Too many requests" error

Solution:

  • WhatsApp limits message volume for new business accounts
  • Limit increases over time with good quality rating
  • Spread messages out over time
  • Check business.facebook.com for your messaging tier

Google Calendar Issues

Events Not Creating in Google Calendar

Problem: rendevo appointments don't appear in Google Calendar.

Diagnostic steps:

1. Check Sync Status

  • Settings → Integrations
  • Find Google Calendar card
  • Check "Last synced" timestamp
  • Should update within 1-2 minutes of creating appointment

If not syncing:

  • Click Disconnect
  • Wait 30 seconds
  • Click Connect
  • Grant permissions
  • Create test appointment
  • Wait 1 minute
  • Check Google Calendar

2. Verify Permissions

  • Go to myaccount.google.com/permissions
  • Find rendevo app
  • Check permissions include:
    • View events
    • Create events
    • Edit events
    • Delete events

If permissions missing:

  • Remove rendevo app from Google permissions
  • Return to rendevo
  • Disconnect Google Calendar
  • Reconnect (will prompt for permissions again)
  • Grant ALL permissions

3. Check Correct Calendar

  • Events may be in different calendar
  • Open calendar.google.com
  • Left sidebar: check all calendars
  • Look for "rendevo Bookings" or similar
  • Check if events appear there
  • If in wrong calendar: events are syncing correctly, just check that calendar

4. Check Calendar Selection

  • Some Google accounts have multiple calendars
  • rendevo syncs to your primary calendar by default
  • Open Google Calendar
  • Settings → Settings for my calendars
  • Check which is set as primary
  • Verify events appear there

"Sync Failed" Error

Problem: Integration shows sync error.

Solutions:

1. Token Expired (Most Common)

Fix:

  1. Settings → Integrations → Google Calendar
  2. Click Disconnect
  3. Wait 30 seconds (allows cleanup)
  4. Click Connect
  5. Complete Google OAuth
  6. Grant all permissions
  7. Test: Create appointment in rendevo
  8. Verify appears in Google Calendar within 1 minute

2. Calendar Permissions Changed

Fix:

  1. Go to myaccount.google.com/permissions
  2. Find rendevo
  3. Click to view permissions
  4. Ensure all calendar permissions granted
  5. If not: Remove app access
  6. Reconnect in rendevo
  7. Grant all permissions

3. Google Account Issues

Fix:

  • Verify you can access calendar.google.com
  • Try creating event manually in Google Calendar
  • If Google Calendar itself not working: contact Google support
  • Once Google Calendar works: reconnect in rendevo

Duplicate Events in Google Calendar

Problem: Each rendevo appointment creates multiple Google Calendar events.

Cause: Multiple sync triggers or reconnection without cleanup.

Solution:

  1. Clean up manually:

    • Open calendar.google.com
    • Find and delete duplicate events
    • Keep only one per appointment

  2. Reset integration:

    • Settings → Integrations → Google Calendar
    • Click Disconnect
    • Wait 5 minutes (important for cleanup)
    • Clear browser cache
    • Click Connect
    • Complete OAuth

  3. Test with new appointment:

    • Create test appointment
    • Wait 1 minute
    • Check Google Calendar
    • Should see single event
    • If still duplicating: contact support

Calendar Events Not Updating

Problem: Change appointment in rendevo but Google Calendar event doesn't update.

Expected behavior:

  • Two-way sync: rendevo → Google Calendar
  • Changes in rendevo should reflect in Google Calendar
  • Changes in Google Calendar do NOT sync back to rendevo (one-way)

If changes not syncing:

1. Wait for sync:

  • Sync may take 1-2 minutes
  • Refresh Google Calendar page
  • Check again

2. Check sync status:

  • Settings → Integrations
  • "Last synced" should be recent
  • If old timestamp: sync may be stuck

3. Force resync:

  • Edit appointment in rendevo again
  • Make small change (add note)
  • Save
  • Triggers new sync
  • Check Google Calendar

4. Reconnect:

  • If persistent: disconnect and reconnect
  • May lose some event links
  • Future updates will sync correctly

Facebook Messenger Issues

"Page Not Found" Error

Problem: Can't connect Messenger, "Page not found" during setup.

Causes and fixes:

1. Not Page Admin

Requirements:

  • You must be an Admin of the Facebook Page
  • Not Editor, Moderator, or other roles
  • Must be Admin specifically

Check your role:

  1. Go to facebook.com
  2. Navigate to your Page
  3. Settings → Page roles
  4. Check your role
  5. If not Admin: ask Page owner to make you Admin

2. Page Not Published

Requirements:

  • Page must be published (public)
  • Not draft or unpublished

Check and fix:

  1. Go to your Page
  2. Settings → General
  3. Find "Page visibility"
  4. Should say "Page published"
  5. If unpublished: click Publish Page
  6. Wait 5 minutes
  7. Retry connection in rendevo

3. Wrong Facebook Account

Problem:

  • Logged into Facebook with personal account
  • Page is under business account

Fix:

  1. Log out of Facebook
  2. Log into Facebook with account that owns the Page
  3. Return to rendevo
  4. Try connecting Messenger again
  5. Select correct Page from list

Messages Not Received in Inbox

Problem: Customer sends message on Facebook but doesn't appear in rendevo.

Diagnostic steps:

1. Test Message Flow

  • From personal Facebook account: send message to your Page
  • Wait 30 seconds
  • Refresh rendevo Inbox
  • Check "All" conversations

2. Verify Correct Page Connected

  • Settings → Integrations → Messenger
  • Check which Page is connected
  • Ensure it's the correct Page
  • If wrong: Disconnect and connect correct Page

3. Check Webhook Subscription

  • Go to developers.facebook.com
  • Select your app (if you have one, otherwise rendevo manages this)
  • Webhooks section
  • Should show subscription to messages
  • If missing: disconnect and reconnect in rendevo

4. Check Page Permissions

  • Settings → Integrations → Messenger
  • Disconnect
  • Reconnect
  • Ensure you grant ALL permissions during OAuth
  • Don't skip permission screens

5. Check Message Filtering

  • In Facebook Page: Settings → Messaging
  • Check if spam filtering is too aggressive
  • May be filtering messages before rendevo receives them

Instagram Direct Issues

"Instagram Account Not Found"

Problem: Can't connect Instagram, account not found.

Requirements for Instagram integration:

  1. Must be Professional Account

    • Business or Creator account
    • Not personal account

  2. Must be linked to Facebook Page

    • Instagram connected to a Facebook Page
    • Can't be standalone

Converting to Professional Account:

  1. Open Instagram app on phone
  2. Go to your profile
  3. Tap menu (☰) → Settings
  4. Tap Account
  5. Tap "Switch to Professional Account"
  6. Choose Business or Creator
  7. Complete setup
  8. Wait 5 minutes for changes to propagate

Linking to Facebook Page:

  1. Instagram app → Profile
  2. Menu (☰) → Settings
  3. Account → Linked Accounts
  4. Tap Facebook
  5. Log in to Facebook
  6. Select Facebook Page to link
  7. Confirm connection
  8. Wait 5 minutes
  9. Retry connection in rendevo

Messages Delayed

Problem: Instagram messages take several minutes to appear in rendevo.

This is normal behavior:

Instagram webhook delivery:

  • Often 1-2 minutes delayed
  • Sometimes up to 5 minutes
  • This is a Meta API limitation
  • Not rendevo issue

What to do:

  • Be patient
  • Refresh Inbox periodically
  • Messages will appear eventually
  • Respond when you see them

If delay is over 10 minutes:

  • Check integration status
  • Reconnect if showing error
  • Test with new message

Can't Reply to Instagram Messages

Problem: Reply button doesn't work or replies fail.

Common causes:

1. 24-Hour Window (Like WhatsApp)

  • Can only reply within 24 hours of customer's last message
  • OR customer must message first
  • Instagram policy, not rendevo

2. Message Type Unsupported

  • Instagram Stories mentions: not supported
  • Instagram comments: not supported
  • Only Direct Messages work

3. Account Restrictions

  • Instagram account may be restricted
  • Check instagram.com for warnings
  • Follow Instagram Community Guidelines

4. Not Connected to Page

  • If Instagram unlinked from Facebook Page: connection breaks
  • Go to Instagram → Settings → Linked Accounts
  • Verify Facebook connection
  • Reconnect if needed
  • Then reconnect in rendevo

General OAuth Connection Issues

"Authorization Failed" Error

Problem: OAuth flow fails during integration setup.

Solutions:

1. Clear All Sessions

  • Log out of rendevo
  • Log out of Facebook/Meta/Google
  • Clear browser cache and cookies
  • Close browser
  • Reopen browser
  • Log into rendevo
  • Start OAuth flow fresh

2. Grant All Permissions

  • During OAuth: don't skip permission screens
  • Grant every requested permission
  • Declining permissions causes connection to fail
  • If unsure: grant all, can revoke later if needed

3. Use Supported Browser

  • Recommended: Chrome, Firefox, Safari, Edge (latest versions)
  • Update browser to latest version
  • Disable browser extensions (especially privacy/ad blockers)
  • Try incognito/private mode

4. Check Pop-up Blockers

  • OAuth opens in pop-up window
  • Pop-up blockers prevent this
  • Allow pop-ups for rendevo domain
  • Retry connection

5. Network/Firewall Issues

  • Corporate networks may block OAuth
  • VPNs may interfere
  • Try from different network
  • Or disable VPN temporarily

"Redirect URI Mismatch" Error

Problem: OAuth returns redirect URI error.

This is typically a configuration issue.

User fix:

  • Clear browser cache
  • Try different browser
  • Ensure using rendevo's official domain

If persistent:

  • This may be a platform issue
  • Contact rendevo support
  • Provide exact error message

When to Contact Support

Contact support if:

  1. Issue persists after trying all troubleshooting steps
  2. Integration shows "Connected" but definitively not working
  3. Receiving error messages not covered here
  4. Need help with complex multi-platform setup
  5. Integration was working, suddenly stopped, reconnection doesn't fix

Before contacting support, gather:

  • Screenshots of error messages
  • Integration status from Settings → Integrations
  • Steps you've already tried
  • Approximate time when issue started
  • Which platform(s) affected
  • Browser and operating system

How to contact:

  1. Click Get Help in rendevo sidebar
  2. Select "Integration Issue" category
  3. Provide details above
  4. Submit request
  5. Support responds within 24-48 hours

Preventive Maintenance

Regular Checks

Weekly:

  1. Check all integrations show "Connected" status
  2. Send test message on each platform
  3. Verify message appears in Inbox

Monthly:

  1. Test full message flow on all platforms
  2. Create test booking via AI (if applicable)
  3. Verify Google Calendar sync working
  4. Check "Last synced" timestamps

Quarterly:

  1. Review permissions in Facebook Business Manager
  2. Review permissions in Google Account settings
  3. Update any expired permissions
  4. Reconnect if showing any warnings

Best Practices

  1. Don't revoke permissions externally

    • If revoking: disconnect in rendevo first
    • Then revoke in platform
    • Otherwise integration breaks

  2. Keep business accounts in good standing

    • Follow platform policies
    • Maintain quality ratings (WhatsApp)
    • Respond to messages promptly
    • Don't spam customers

  3. Monitor for platform policy changes

    • Facebook/Meta policies evolve
    • Subscribe to platform updates
    • Adjust usage accordingly

  4. Update business info consistently

    • Phone numbers should match everywhere
    • Business names should match
    • Addresses should match
    • Prevents confusion and connection issues

  5. Enable email notifications

    • Settings → Notifications
    • Turn on integration error alerts
    • Get notified when integration breaks
    • Fix proactively

Related Articles

Most integration issues are resolved by disconnecting, clearing cache, and reconnecting with full permissions! 🔌