The status badge in Octopods
In the channel list and on each channel’s detail page, every channel that’s been added carries a single Active badge — a green dot next to the word Active. The badge tells you the channel exists in your workspace and is wired up in Octopods.
Octopods does not surface a separate “disconnected”, “flagged”, “restricted”, or “banned” indicator inside the product. When something goes wrong with a channel, the cause is almost always on the provider side (Meta, Twilio, LINE, Telegram, Viber, and so on), and you diagnose it in the provider’s own admin console.
How to diagnose a channel that isn’t working
Use this checklist when messages aren’t sending, replies aren’t arriving, or you suspect a channel has stopped working — even if the badge in Octopods still says Active.
1. Check the provider’s admin console first
Most channel issues originate with the provider. Open the relevant console and look for warnings, restrictions, or quality flags:
WhatsApp Cloud API. Open WhatsApp Manager. Look at the phone number’s quality rating, messaging limit, and any policy notices. Meta surfaces flags here for low quality, spam reports, or policy violations, and may lower the messaging limit or place the number under stricter review.
Twilio (SMS). Open the Twilio console. Check the phone number’s status, any campaign or A2P 10DLC approval state, and recent error codes on the message logs.
Facebook Messenger / Instagram. Open Facebook Business Suite. Confirm the Page or Instagram account is still connected, the Page admin who authorized Octopods still has admin rights, and there are no policy notices on the Page.
Slack. Confirm the Slack workspace is still installed and the bot user has not been removed.
Telegram. Confirm the bot token is still valid in BotFather.
LINE. Confirm the channel is still active in the LINE Developers console and the Channel ID and Channel Secret haven’t been rotated.
Viber Business Messages (VBM). New VBM channels go through an Octopods review (up to five business days) before they can send. Existing channels are managed through Viber’s partner platform.
WeChat. Confirm the official account’s server configuration in the WeChat admin console still points at the URL Octopods provided.
2. Re-authorize OAuth-based channels
If the issue is on a channel that signs in through OAuth (Facebook, Instagram, Messenger, Slack, HubSpot), the most common fix is to re-authorize. Open the channel’s detail page in Octopods and run the reconnect action. You’ll be asked to sign in to the provider again and re-approve the permissions Octopods needs.
Re-authorization is the right fix when:
A token has expired or been revoked on the provider side.
The user who originally authorized the channel was removed from the Facebook Page or Slack workspace.
A teammate explicitly disconnected the channel.
3. Re-enter credentials for token-based channels
For channels that rely on a static credential (Twilio, LINE, WeChat, Telegram, Viber), confirm the credential is still valid in the provider’s dashboard. If it has been rotated or regenerated, copy the new value and re-enter it on the channel’s detail page in Octopods.
4. Check provider status pages for outages
If a channel was working a moment ago and suddenly isn’t, check the provider’s public status page. WhatsApp, Meta, Twilio, Telegram, and LINE all post incident notices that explain transient delivery problems. Channels typically recover on their own once the provider is back online.
Common conditions and what to do
Outbound messages aren’t being delivered. Check the provider’s admin console for a quality flag, lowered messaging limit, or campaign-level restriction on the number. On WhatsApp, work to improve conversation quality (faster replies, fewer template sends to non-engaged users) — Meta typically lifts restrictions automatically once quality recovers. On Twilio, confirm any 10DLC campaign is still approved.
Inbound replies aren’t arriving in Intercom or HubSpot. Open the channel’s detail page in Octopods and run any Sync or reconnect action available. For WhatsApp Cloud API, confirm in WhatsApp Manager that the webhook callback URL matches the one Octopods registered. For Telegram and LINE, disconnecting and reconnecting the channel inside Octopods will overwrite the webhook with the correct one.
The channel suddenly stopped working after weeks or months. A long-lived token has likely expired. Re-authorize through the provider sign-in flow on the channel’s detail page.
A new VBM channel is still pending. New VBM channels are reviewed by Octopods for up to five business days before they can send. You’ll be notified when the channel is approved.
A WhatsApp number was banned by Meta. Once Meta blocks a number, the block is enforced on the provider side and is rarely recoverable from inside Octopods. Appeal directly through WhatsApp Manager. If the appeal fails, register a new number and add it as a new channel.
When to contact support
Reach out to Octopods support if:
A new channel does not become usable within the provider’s stated approval window (five business days for VBM, or the documented window for others).
The provider’s admin console shows the channel is healthy, but messages still aren’t flowing in Octopods.
Reconnecting and re-entering credentials does not restore the channel.
You need help interpreting a provider-side restriction or appeal.
Include the workspace name, the channel name, and the approximate time you first noticed the issue so the support team can find the relevant logs.
What’s next
See the setup article for each channel type for provider-specific troubleshooting