Troubleshooting

Six things cause this. The first two account for most of it.

1. 1You are not on web.whatsapp.com. Syncdo is a browser extension and only runs on that page. It cannot reach the WhatsApp desktop app or the app on your phone.
2. 2The page has not finished loading. Syncdo waits for WhatsApp to load your chat list before it does anything, so the panel arrives just after your chats do. Give it a few seconds on a slow connection.
3. 3The panel is closed. When you close it, a small tab stays at the edge of the window. Syncdo remembers that between visits, so a panel you closed last week is still closed today. Click the tab to open it.
4. 4Syncdo is switched off. The extension has an on/off switch in its popup. Click the Syncdo icon in your Chrome toolbar to check. When it is off, nothing loads at all.
5. 5You have not connected an account yet. A new install shows a strip across the top of WhatsApp Web with a link to activate. See installing and connecting Syncdo.
6. 6The extension was just updated. A tab that was already open is still running the old copy. Reload the WhatsApp Web tab.

There is a seventh case with its own signal. If Syncdo cannot reach its server, the edge tab turns red and a banner appears:

⚠ Can’t reach server at …

That is a connection problem between your browser and Syncdo. Your account is fine. Check your network first, then the server address in the extension popup.

Four reasons. The first one is normal.

• It is a group. Syncdo never reads group chats, so it does not see their messages, their members or their history. A group cannot become a lead. This is built into how the extension reads WhatsApp, and there is no setting for it.
• It is not a lead yet. Nothing is picked up automatically. A conversation starts being tracked when you add it, from the panel or from your unsaved chats.
• WhatsApp has not loaded that chat in this browser. Syncdo reads chats out of your live WhatsApp Web session, so a chat that has not loaded is skipped this time and picked up as soon as it does. Nothing is marked as failed and there is nothing to reset.
• This browser is signed into a different WhatsApp account. Then nothing from it is being saved at all. The next section covers that.

The third one has a side effect worth knowing if you work in a team. Because it depends on what your browser has loaded, a chat that will not sync for you may sync perfectly for a colleague. It is per person and per session, and Syncdo does not store it, so a lead never gets permanently stuck.

Most of the time sync is working and saying so quietly. Three things explain nearly every report.

Syncdo will not start a big backfill on its own. When more than 25 chats are waiting it stops and asks you first, because a first backfill takes minutes and visibly works through every chat. You will see:

… chats need syncing — use “Sync history”

Nothing has failed. The Sync history button is in the Syncdo panel. Click it and the sync runs.

Automatic sync runs once each time the page loads. It starts a few seconds after WhatsApp Web opens, so WhatsApp can finish loading first. It does not run again in the same session. Reloading the page gives you a fresh one.

“Nothing to sync” is usually true. Syncdo only queues chats that have had activity since the last time it went through them. A lead nobody has messaged is already done, and running it again will keep saying so. When a new message arrives that chat goes back in the queue straight away, so there is no waiting period.

When a run finishes, Syncdo accounts for the difference between your total leads and the number it worked through. It tells you how many were already up to date, how many were fully synced already, how many were not open in WhatsApp, how many were blocked, and how many have no WhatsApp conversation at all. If one of those numbers looks wrong, quote it when you email us.

Two practical notes. Sync reads your browser, so WhatsApp Web has to stay open while it runs, and closing the tab stops it.

Open the extension popup by clicking the Syncdo icon in your Chrome toolbar. It shows your workspace name, your name, and the number you are connected with, and it will be in one of four states.

• Connected. The number in this browser matches the one Syncdo is connected to. Nothing to do.
• WhatsApp not open. Syncdo could not detect a number, so it greys out the one it has and says Open WhatsApp Web to verify. This is normal.
• Different WhatsApp account. Covered below.
• Not connected. Your sign-in was rejected. The popup shows the key field so you can reconnect, though signing in again from the panel is easier.

The mismatch warning reads:

⚠ Different WhatsApp account — This browser is logged into …, but Syncdo is connected to …. Nothing from this account is being saved.

This is the usual cause of “my chats are not being saved” when everything else looks fine. It happens when you sign WhatsApp Web into a second number, or use a browser profile connected to a different Syncdo account.

Syncdo does not switch itself to the new number. That would move your leads onto a line you might have opened by accident, so it leaves your stored number alone and tells you instead. Sign WhatsApp Web back into the right number, or use Reconnect in WhatsApp Web to connect this one on purpose.

If your workspace name is wrong rather than your number, you are signed into a different Syncdo account. Reconnect from the panel using the email address that owns the workspace you expect.

One person answers these, so the quickest thing you can do is answer the first three questions we would ask:

• The workspace name and the number shown in the extension popup.
• Which of the sections above is closest, and what you have already ruled out.
• The exact wording of any message on screen, copied rather than described.
• Whether it still happens in a fresh WhatsApp Web tab after a reload.