Inbox is not showing incoming messages

Customer messages reach PayPerWA through Meta. When a reply is missing in Dashboard → Inbox, check these in order.

1. The right number is selected. The Inbox shows only the chats of the WhatsApp number chosen in the picker at the top of the dashboard. With several numbers, switch to the one the customer wrote to.
2. The All tab and the search. The tabs are All, Unread, Open and Closed. Open All and search by the customer's name or number.
3. Channel status. In Settings → WhatsApp the channel details show Active, Disconnected or Token Expired. Click Test Connection. If it is Active but replies are missing, click Refresh message delivery next to it: this renews the link that delivers incoming messages and delivery updates to PayPerWA. If it is not Active, click Reconnect with Facebook and complete the Meta window.
4. The customer wrote to this number. Messages sent to another number of yours, or to a number that is not connected to PayPerWA, cannot appear.
5. Another platform on the same number. If the number is also connected to another WhatsApp tool, incoming messages may be delivered there, and Meta's Conversation routing can give that app control of the chat. Disconnect the other tool or give PayPerWA control in Meta Business Suite → Settings → Accounts → WhatsApp accounts → Conversation routing.
6. Send a test. From a different phone, send "hi" to your business number and watch the Inbox for a minute.

Number also used on the WhatsApp Business app

With coexistence, messages you send from the WhatsApp Business app also appear in the Inbox as sent messages, and customer replies appear in both places. See Coexistence.

Still nothing

If the channel is Active, the test message does not arrive and no other tool is connected, raise a ticket with the business number, the customer's number and the time of the message, and the team checks Meta's delivery to PayPerWA for that number.