FIX: Phone won’t connect to WhatsApp Web

By: Elsie Otachi
4 minute read

WhatsApp Web makes it possible for you to simultaneously access your account on your phone, tablet or computer. This is especially so if you’re working on your PC or laptop and don’t want the hassle of always checking your phone to see who has sent you a message or responded to your text.

However, you won’t be able to enjoy this service if your phone is not connected to WhatsApp Web.

Phone and computer connection issues are the two main reasons you can’t send or receive messages on WhatsApp Web. For the phone, your session is an extension of the messaging client, so WhatsApp Web connects to your phone to sync the messages so you can see them on both devices.

Therefore, to use WhatsApp Web, you need an active account on your smartphone, but if you cannot connect on your phone then Web won’t work either. If this problem persists, then there may be a connection issue on your computer.

We’ve listed some solutions to help you fix the problem so you can get back to convenient messaging.

FIX: Phone not connected to WhatsApp Web

  1. Preliminary checks
  2. Fix connection problems on Windows phone
  3. Fix Captive WiFi hotspots

1. Preliminary checks

Before trying any fixes below, you need to ensure you have a strong and stable internet connection both on your phone and computer to use WhatsApp Web. Usually, if the connection is off, a yellow bar will display at the top of the chat list that reads ‘computer not connected’ so check if the connection is active.

If it persists, refresh the page, or log out then log back in to reactivate your web session. To do this:

  • Press the three-dot menu icon
  • Select Log out
  • Follow on-screen instructions to log back in

Ensure you have the latest version of Chrome, Firefox, Opera, Safari or Microsoft Edge browsers to use the service. Internet Explorer is not supported.

Check whether you’re on a managed Wi-Fi network like in your office or school/college, as the network may be configured to block or limit WhatsApp Web connections. You can request your network admin to bypass traffic to web.whatsapp.com, *.web.whatsapp.com and *.whatsapp.net.

2. Fix connection problems on Windows phone

If your phone is not connected to WhatsApp Web, it could be an internet connection issue or your phone’s settings. To resolve this, do the following:

  • Restart your phone, or turn it off and back on again
  • Update WhatsApp to the latest version available from Microsoft Store
  • Open your phone’s Settings then tap Network & Wireless, and tap on Airplane mode. Toggle to turn Airplane mode on and off, toggle to turn Cellular data on, and/or toggle to turn WiFi off and on.
  • Try connecting to different WiFi hotspots.
  • Ensure Wi-Fi stays on during sleep mode.
  • Reboot your Wi-Fi router.
  • Check with your mobile provider whether there’s an issue
  • Visit the Microsoft website and confirm the APN settings are configured correctly.
  • If you have a Windows Phone made by Nokia, download and use the Connection Setup app from Microsoft Store.
  • Upgrade your Windows Phone operating system to the latest version available for your model
  • Contact the network administrator for WiFi connection troubleshooting. This applies also if you’re on a public WiFi like your campus or corporate, and it has firewall restrictions.
  • Don’t use it with proxies or VPN as this may affect the connection.

Note: These steps also work with Android or iOS phones, but, with subtle differences in settings.

3. Fix Captive Wi-Fi hotspots

Sometimes when your phone is not connected to WhatsApp Web, check for any notification from WhatsApp reporting that you may not be able to connect over a specific Wi-Fi connection. If this is so, then you may be on a captive Wi-Fi network.

Such hotspots require you to sign in before connecting to the internet, so if you’re on such a connection, you can either disconnect from it then use your cellular data to connect to the internet, or log into the Wi-Fi network and navigate to your home page.

If the issue persists even when you’re signed in, disconnect from the Wi-Fi and forget the connection in the Wi-Fi settings, or check with the network admin to ensure you can connect through the Wi-Fi hotspot.

Let us know if you managed to resolve the issue or if you’re experiencing specific issues, by leaving a comment in the section below.

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