How to reconnect, disconnect, or delete a number
Check the status of each WhatsApp number and learn when to update the status, disconnect, or delete it.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
A WhatsApp number can drop, for example when the phone goes too long without internet or someone logs out from the device. On the WhatsApp screen, you can see the status of each number and fix it right there.
Where to find it in Cognizy
Before you start
- Only the owner and admins can manage the numbers.
- To reconnect a number via QR Code, have its phone handy.
Step by step
- Step 1:
Open . Each number shows its name, phone number, and status: Connected means it's receiving and sending messages.
- Step 2:
If the number looks stuck, click Update status. Cognizy checks the connection right away.
- Step 3:
If the status shows it's dropped, reconnect it via QR Code using the phone for that number. Conversations and history stay in place.
- Step 4:
Disconnect ends the session without deleting the number: use it to pause or switch devices. Edit name only changes the name your team sees.
- Step 5:
Delete removes the number from Cognizy. Old conversations stay, but you can no longer reply through it. Use this only when the number no longer belongs to the company.
How to know it worked
The number shows Connected again after reconnecting. Once disconnected or deleted, it stops receiving and sending messages.
If something goes wrong
The number keeps dropping all the time.
Keep the phone turned on and connected to the internet, and don't use the same number on another system at the same time. To avoid depending on the device, use Meta's official API.
Next step
Set who replies on each number: AI, agent, or department.
Sign in with your Cognizy account to save your progress.
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