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Most Android problems fall into six groups: signing in, notifications, sending, syncing, media and updates. Work through the group that matches the symptom; each fix is ordered from the quickest to the most thorough. Support is available Monday to Friday, 10 AM to 7 PM IST, from More, then Help and support, which opens a chat with the team and attaches your app version and device details.
Signing in
| Symptom | Why it happens | Fix |
|---|---|---|
| Asked to sign in again after a day | 24-hour idle expiry | Sign in; keep the app used daily if you want to avoid it |
| Repeated sign-in prompts every few hours | Device clock wrong or old app version broke token rotation | Set date and time to automatic; update the app |
| Google sign-in expired or failed | Google token could not be refreshed | Retry; remove the app from the Google account's connected apps and sign in again; or use email and password |
| Google signup says no organisation | The Google email is not a member anywhere | Ask your Owner for an invite, or create a new organisation from the prompt |
| 2FA code rejected | Phone clock drift | Automatic time; use the next code; a backup code also works |
| Forgot password | Email reset | Use Back to sign in, then Forgot password; the email comes from VGraple CRM |
First checks for anything
Before working through the groups, three quick checks resolve most problems: confirm the phone has a working data or Wi-Fi connection by opening any website; confirm the app is the current version in the Play Store; and pull to refresh on the screen that looks wrong. If the problem is specific to one conversation, open it on the web app to see whether it is the phone or the data. Note the exact time of the problem; support can match it against the logs.
Two accounts on one phone
The app holds one signed-in user at a time, and that user can switch between the organisations they belong to. Two different users on one phone must sign out and in; sessions for both remain valid on the server until they expire or are revoked, so switching back does not require the 2FA code again within 24 hours.
Notifications
Grant the notification permission, set battery use to unrestricted, allow background data and keep the Messages and System Alerts channels enabled in Android settings. Manufacturer-specific steps are in notifications not arriving. Remember that the conversation you have open never notifies.
Sending
| Symptom | Why it happens | Fix |
|---|---|---|
| Message pending for a long time | No connection | Outbox retries three times automatically, then shows "No connection. Tap to retry." |
| Message failed with a Meta error | Window closed (131047), recipient capped (131049), template paused (132015), invalid number | Tap for the reason; send a template, wait, or fix the number; see the error guides |
| Template list empty | No approved templates or a loading error | Tap Try again; create templates on the web |
| Attachment fails | File too large for WhatsApp (16 MB video, 100 MB document, 5 MB image) | Compress or send a link |
Syncing
| Symptom | Why it happens | Fix |
|---|---|---|
| Missing or out-of-order messages | Real-time connection dropped; gap recovery running | Pull to refresh; wait a few seconds |
| Unread counts wrong | Cached state | Pull to refresh; sign out and in if it persists |
| A conversation a teammate sees is missing | Role scope | Ask to be assigned or check the team filter |
Media
Images, videos, documents and audio are fetched from VGraple CRM's stored copy, not from Meta, so they keep working after Meta's link expires. A broken icon usually means the download was interrupted; tap to retry on a better connection. The media guide covers the remaining cases.
Web view pages
Flows, templates, forms, most settings and billing open in an in-app browser signed in with your session. If a page shows a login screen, your session expired: sign in there once. If it shows a blank page, check the connection and try again; the page is the web app and needs a live connection.
Updates
Update from the Play Store when prompted. Some fixes ship as over-the-air updates that apply on the next cold start, so after a fix is announced close the app fully and open it twice. More, then Settings shows the version and build; include it in any support message.
Reinstalling
Reinstalling clears the cache and the queued outbox, so send or discard pending messages first. Sign in again afterwards, grant notification permission when asked, and re-apply the battery setting; Android resets it for a fresh install.
Still stuck
Open More, then Help and support, describe the symptom and the time it happened, and send. Screen recordings help; Android's built-in recorder works from the quick settings panel.
When you write to support, include the app version from More, Settings, the phone model and Android version, the time of the problem and, if possible, a screen recording; those four details resolve most tickets in one reply.