# Common problems with channels

> The most common situations when linking or using the channels (WhatsApp, Instagram, Facebook, Telegram, email, PEC), with the likely cause, what to do, and the entry that explains each case.

Last updated: 23 October 2026. Source: https://narciso.io/en/docs/problemi-dei-canali/

For problems with sending and receiving messages (ticks, messages that did not go out) see [Writing and sending a message](https://narciso.io/en/docs/scrivere-messaggi/) and [Real-time updating and alerts](https://narciso.io/en/docs/aggiornamento-in-tempo-reale/). Here are the problems with **linking**.

## In the links window

| Problem | Likely cause | What to do |
|---|---|---|
| The WhatsApp card is faded («Canale disabilitato dall'amministratore» (Channel disabled by the administrator)) | No type of WhatsApp is active on your account | Ask for activation at about@narciso.io ([WhatsApp (Personale and Aziendale)](https://narciso.io/en/docs/whatsapp/)) |
| All the cards are grey | The status did not arrive or was not loaded | Close and reopen the window; check the network |
| The Email card stays grey after saving | The IMAP server is missing | Link again and enter the IMAP server and port ([Email](https://narciso.io/en/docs/email/)) |
| A colleague cannot link or unlink | Only the Titolare (owner) can | The Titolare does it ([Linking channels](https://narciso.io/en/docs/collegare-i-canali/)) |
| After Scollega (Unlink) the conversations are still on screen | The page does not update by itself | Reload the page ([Unlinking a channel](https://narciso.io/en/docs/scollegare-un-canale/)) |
| I cannot find the «Data connessione» (Link date) | It is not shown | It is not your mistake |
| The amber dot appears on Collegamenti | Meta has disconnected Facebook or Instagram | Reconnect ([When a link breaks on its own](https://narciso.io/en/docs/collegamento-interrotto/)) |

## Facebook, Instagram, WhatsApp Aziendale, TikTok

| Problem | Likely cause | What to do |
|---|---|---|
| The browser does not open the provider's window | Pop-ups blocked | Allow pop-ups for the site and try again |
| I see «Collegamento completato» (Link completed) but there is an error in the main window | The small window also appears with an error | What counts is the message in the main window ([Linking with login on the provider's site](https://narciso.io/en/docs/percorso-guidato/)) |
| «Nessuna pagina Facebook trovata» (No Facebook page found) | The account does not manage any pages, or no page was selected | Try again, selecting the page in the Meta window |
| «Questo account è già collegato a un altro account Narciso» (This account is already linked to another Narciso account) | The page, profile or number is in another salon | Unlink it from the other salon |
| «State scaduto» (State expired) or «Sessione di collegamento scaduta» (Link session expired) | More than 10 minutes | Start again, without lingering |
| After success, no messages arrive from Facebook | The subscription to the page's notifications might not have succeeded (with no error on screen) | Unlink and link the page again; if it persists, write to support ([Support](https://narciso.io/en/docs/assistenza/)) |

## WhatsApp Personale

| Problem | Likely cause | What to do |
|---|---|---|
| The «Generazione QR Code…» (Generating QR Code…) circle never ends | The Hub is off or offline | Go back, check that the Hub is on and online, try again |
| Warning «Per gestire i barcode, devi prima acquistare Narciso Hub» (To manage barcodes, you must first buy Narciso Hub) | No Hub for the active location | Contact support from the «qui» (here) link; check that you are in the right location |
| «Il numero scansionato non corrisponde a quello indicato» (The scanned number does not match the one indicated) | You scanned with a different phone | Repeat with the phone of the number indicated |
| «Troppi tentativi» (Too many attempts) | More than 10 checks in 10 minutes | Wait a few minutes |
| WhatsApp messages no longer arrive, with no warnings | The phone has disconnected the device or the Hub has lost the pairing | Check the card and link again with a new QR |

## Telegram

| Problem | Likely cause | What to do |
|---|---|---|
| «Sessione scaduta» (Session expired) | 10 minutes passed or the program was restarted | Go back to step 1 and request a new code |
| The code does not arrive | The code arrives **in the Telegram app** (the «Telegram» chat), not by SMS | Check the app; «Invia di nuovo il codice» (Send the code again); avoid repeated requests |

## Email and PEC

| Problem | Likely cause | What to do |
|---|---|---|
| «Server SMTP … non risponde» or «Errore SSL/TLS» (SMTP server … does not respond, SSL/TLS error) | Port and SSL/TLS option do not match | Port 465 with SSL on, or 587 with SSL **off** ([Email](https://narciso.io/en/docs/email/)) |
| «Ha rifiutato le credenziali» (Rejected the credentials) | Wrong password or an app password is needed | Generate the app password from the provider |
| «L'accesso IMAP è disattivato» (IMAP access is disabled) | IMAP is off at the provider | Turn it on from the provider's panel |
| «Accedi a …» (Log in to …) leads nowhere (Gmail, Outlook, Yahoo) | The «Autenticazione» (Authentication) step is not completed | Write to support ([Email](https://narciso.io/en/docs/email/)) |
| Emails no longer arrive, with no warnings | Password changed, IMAP off or mailbox suspended | Update the mailbox with **Ricollega** (Link again) |

## Related entries

- [Linking channels](https://narciso.io/en/docs/collegare-i-canali/)
- [When a link breaks on its own](https://narciso.io/en/docs/collegamento-interrotto/)
- [Support](https://narciso.io/en/docs/assistenza/)