How to fix connection issues

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If you're having problems sending and receiving chats, or uploading and downloading photos or videos, the most common reason why is a poor internet connection. This can also cause issues related to hearing or recording audio.

To check your device’s internet connection:

  • Open a chat and try to send a message. Is there a clock next to messages rather than a check mark? If you see a clock, this means your messages aren't getting delivered.
  • Check the network signal on your device to see if it's blinking, or empty.
  • Open a webpage in your device's browser to see if it loads. If it does, your device is connected to the internet.
  • Check if you can connect to other apps.
  • Contact your mobile provider if you can connect to other apps but not WhatsApp. They may be able to help you change some settings so that WhatsApp can work.

If your device is connected to the internet and has a strong signal, try these steps to fix the issue:

  • Turn your device off and on again.
  • Turn Mobile Data on.
  • Turn Airplane Mode on and off.
  • Allow Background App Refresh for WhatsApp.
  • Update WhatsApp.
  • Use a supported operating system.
  • Turn Data roaming off.
  • Turn Wi-Fi off and on. Connect to a different Wi-fi or hotspot.
  • Check Focus mode to ensure Wi-Fi or data stays on.
Note: It’s not possible to use WhatsApp with VPN services.

If those steps don't work, you can also:

  • Reboot your Wi-Fi router.
  • Contact your mobile provider. Ask if your APN settings are set up properly. An access point name (APN) provides all the details that your device needs to connect to the internet.
  • Contact the Wi-Fi network administrator.
  • Sometimes, for example, office or university campus Wi-Fi can cause connection issues. Try a different Wi-Fi network or use data.
  • Forget your Wi-Fi network and reconnect.
Note: If you can, it’s a good idea to ask the person you’re trying to contact to do the same, in case the issue is on their end.

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