Find your situation, read what happens, and open the page that explains it. In every case the visitor keeps their place.
Whatever happens to WhatsApp, the free tracking link, the lobby TV and email carry on.
What it is
This page is an index of “what happens if…” questions about WhatsApp. Each row gives the answer in a line and points to the full page.
How to check it in turnda
What happens if… the visitor does something
| What happens if… | What happens | Read more |
|---|---|---|
| A visitor joins and never taps the button | Nothing is sent or used. They keep the tracking link and the lobby TV (and email only if they left one). | How WhatsApp works for your visitors |
| A visitor taps the button but does not press Send | WhatsApp is not turned on for them yet. The button stays in front of them. | A visitor did not get a message |
| A visitor replies STOP | Messages stop at once and nothing is sent back. Only the visitor's own new Get WhatsApp updates message turns them back on; a bare JOIN does not. | Privacy |
| A visitor’s phone is switched off | The message was sent, so it counts. It arrives when the phone is back on. | When a message counts |
| A visitor’s number is from a country my pack does not cover | They are told it is not available for their number. Nothing is used. | Zones and packs |
| A visitor is called straight away | They get message 1 only. No “almost up” message. | When a message counts |
What happens if… something changes on your side
| What happens if… | What happens | Read more |
|---|---|---|
| My pack is 90% used | The next pack is bought on its own when 10% are left, up to your monthly limit. You get an email and an invoice. | Running low |
| I reach my monthly limit | New visitors are no longer offered WhatsApp. People already waiting still get “Almost your turn”. It starts again on your next billing day (the date shown on your WhatsApp card), or at once if you raise your limit. | Running low |
| My card is declined | No new pack is bought, and new visitors are not offered WhatsApp until you update your card. People already waiting still get “Almost your turn”. | Switching WhatsApp on |
| My bank asks me to confirm a payment | Your remaining messages carry you while you confirm. We also email you the link. | Switching WhatsApp on |
| I turn WhatsApp off | People already waiting still get “Almost your turn”. Your unused messages are kept. Nothing is refunded. | Switching WhatsApp on |
| I want text messages instead | Text messages are not open in any country yet, so WhatsApp is the channel you can use. A business uses one channel at a time. | One channel |
| I move to the Free package | WhatsApp is paused. Your messages are kept for when you pay for a package again. | Billing & packages |
| I think a charge is wrong | Press Ask about this charge on the invoice. We reply within 5 working days. Ask us before your bank. | Statements and invoices |
| Usage looks unusually high | Automatic buying can pause to protect your card. You check and press Resume automatic buying. | Automatic buying paused |
What happens if… WhatsApp has a problem
| What happens if… | What happens | Read more |
|---|---|---|
| WhatsApp stops working on our side | A banner tells you. No new pack is bought meanwhile. If it is down for 72 hours (three full days) in total within seven days, your unused messages are refunded automatically. If that refund fails once, the later checks try it again. | When WhatsApp is down on our side |
| WhatsApp fails to deliver one message | It is given back to your pack. | When a message counts |
| The prices change | You are told 30 days before. Packs you already bought keep all their messages. | Price changes |
A real example
A visitor tells you, “I pressed the button and nothing came.” You find the row “A visitor taps the button but does not press Send”, ask them to press Send, and in two minutes message 1 arrives. Total time: less than the visitor’s coffee.
What happens in the system
- 1Something stops a WhatsApp messageAny row above
- 2Nothing is used from your packNo surprise charge. Only “almost your turn” has a backup: an email, if they left one and have not sent STOP
- 3The visitor keeps the tracking link and the lobby TVPlus email, if they gave one
- 4The Queue may show Not told — call themOnly if no email reached them either, so a person can call their name
What you need to do
- Find your row, read the answer, and open the page if you need more.
- Where a row says “update your card”, “raise your limit” or “press Send”, that one action is all.
- If you cannot find your situation, contact support.
What turnda does not cover
- The visitor’s phone and network.
- WhatsApp itself (run by Meta), its rules, and its timing.
- Your bank’s decisions about your card.
Common questions
| Question | Answer |
|---|---|
| Does turnda ever charge per message? | No. You pay in prepaid packs only. |
| Can a message be sent without the visitor asking? | No. We only message a number that wrote to us first. |
| Who can change these settings? | Only the owner changes anything about money. Managers can read their own locations. |