Frequently asked questions
The link does not open
Section titled “The link does not open”Check the message on screen:
- This link has expired — the validity period is over; request a new link.
- Unable to open this link — the address was copied halfway; use the full link from your latest message.
- Access on new device — the link is already in use on another device; authorize this one with the 6-digit code.
Details in How to access.
I did not receive the code
Section titled “I did not receive the code”The code is shown on the device where the chat is already open. Without access to it, use Don’t have access to the other device? → Send code via WhatsApp. If nothing arrives over WhatsApp, your phone record may be out of date — contact the company support.
The code expired or attempts ran out
Section titled “The code expired or attempts ran out”Request a new code. The link is still valid; only the authorization window closed.
I lost the previous conversation
Section titled “I lost the previous conversation”If you logged out, cleared the browser data or are in a private window, the session ended and a new link is required. In public (anonymous) access, every visit starts from scratch by design. See Conversation history.
The map does not open or cannot find me
Section titled “The map does not open or cannot find me”Check that the chat is open through a secure address (HTTPS) and that location permission is allowed in the browser. Even without your position, you can search the address or tap the map. If the Location option is not in the attachment menu at all, the feature is not enabled in that environment.
The PDF does not open in the preview
Section titled “The PDF does not open in the preview”Use Download file or Open in new tab. If this happens with every PDF, let the company support know.
No sound when a message arrives
Section titled “No sound when a message arrives”Check in the Menu (⋮) whether it shows Mute notifications or Unmute notifications. The
sound also depends on the device volume and on the browser allowing audio in the tab.
The attachment was rejected
Section titled “The attachment was rejected”The file most likely exceeds the environment’s maximum size or is in a format that is not accepted. See Requirements and limits.
The message shows Error or Ignored
Section titled “The message shows Error or Ignored”Error is a delivery failure: check your connection and send it again. Ignored means the message arrived but the service expected something else at that point — usually choosing an option.
I changed phones
Section titled “I changed phones”Open the link on the new device and authorize it with the code shown on the old one. Without access to the old device, request a new link.