Guide
WhatsApp Catalogue Not Showing? Here's How to Fix It
Your WhatsApp catalogue is usually not showing for one of three reasons. The items are still waiting for WhatsApp to check them. WhatsApp rejected them. Or they are hidden. Customers only see items that WhatsApp approved and that are not hidden. If you can't see the catalogue either, close the app, update it and open it again.
1. Close, update and reopen WhatsApp Business
Why it happens: WhatsApp has a known short-term problem. Your catalogue screen says "Items can't be displayed" or "Check your device internet connection and try again later". WhatsApp says your items are not deleted. They are still saved and come back once the problem clears.
What to do:
- Check your internet. Switch from Wi-Fi to mobile data, or the other way round.
- Update WhatsApp Business. On Android, open the Play Store. On iPhone, open the App Store. Search for WhatsApp Business and tap Update if you see it.
- Close the app fully, then open it again.
How to check it worked: go to the Tools tab and tap Catalog. Your items should load again. If the message stays for a day or more, go to the Still not working? section below.
2. Unhide items you hid by mistake
Why it happens: a hidden item stays in your catalogue, so you still see it. But your customers don't. Many shop owners hide an item when it runs out of stock and then forget to show it again.
What to tap on Android: go to the Tools tab and tap Catalog. Tap the item. Tap the three-dot menu, then Unhide, then Unhide again. To unhide many items at once, press and hold one item. Then tap the others, tap the menu and tap Unhide.
What to tap on iPhone: go to the Tools tab and tap Catalog. Tap the hidden item, then Edit. Turn off Hide this item and tap Save. You can also swipe left on the item and tap Unhide.
How to check it worked: a hidden item has a small icon on its photo. Its page also says you hid it. Once that is gone, customers can see the item. WhatsApp says hiding may not be on every phone yet, so you may not see these options at all.
3. Wait for items that are still in review
Why it happens: WhatsApp checks every photo, video and item you add. It makes sure they follow its rules, the WhatsApp Commerce Policy. Until an item is approved, customers can't see it. You can still see it in your own catalogue, which is why this one confuses so many sellers.
What to do: nothing. Wait for the review to finish. WhatsApp adds the item to your catalogue on its own once it is approved. Our guide on WhatsApp catalog approval time explains what WhatsApp says about timing.
How to check it worked: ask a friend or family member to open your catalogue from their phone. If they see the item, it was approved.
4. Fix or appeal rejected items
Why it happens: WhatsApp rejects items that break its rules. A rejected item has a red exclamation mark next to its photo. Customers never see it.
What to tap: first read the Commerce Policy. If your item follows the rules and you think WhatsApp made a mistake, ask for another review:
- Tap the rejected item.
- Tap Request another review.
- Type why you think the item is allowed. Keep it short and clear.
- Tap Continue.
How to check it worked: the red mark goes away when the item is approved. If WhatsApp turns down your appeal, its help page says you can reply to ask for a third review.
5. Give new collections up to 24 hours
Why it happens: a collection is a group of items, like "Sofas" or "Silk sarees". WhatsApp reviews each new collection before customers see it. WhatsApp says this should take no more than 24 hours.
What to tap: go to the Tools tab, tap Catalog, then tap the menu and Collections. Check that your collection is there and has items in it. An empty collection has nothing to show. Our guide to WhatsApp catalogue categories shows how to set collections up.
How to check it worked: after 24 hours, open your catalogue from another phone and look for the collection name.
6. Save changes one item at a time
Why it happens: sometimes a change does not go through. You see "Item couldn't be saved", "Changes not saved" or "Something went wrong". An item that never saved can't show to anyone.
What to do: these are WhatsApp's own suggestions.
- Wait a few minutes and try again.
- Change one item, tap Save, then move to the next. Don't edit many items at once.
- Use smaller photos. A photo straight from a new phone camera can be very large.
- Check your internet, then close and reopen the app.
- Clear the app cache in your phone settings. On most Android phones, go to Settings, Apps, WhatsApp Business, Storage, then Clear cache. The names change a little from brand to brand.
Also check that you picked a Country of origin for the item. WhatsApp now asks for it every time you add or edit an item.
How to check it worked: close the item and open it again. Your change should still be there.
7. Check the customer's phone
Why it happens: if only one customer can't open your catalogue, the problem may be their phone. WhatsApp says shared catalogue links might not open on Android phones older than version 6.0.
What to do: ask the customer to update WhatsApp, or to try on another phone. A catalogue link opens straight inside WhatsApp. If they open it from email or a browser, their phone asks which app to use. Tell them to pick WhatsApp.
How to check it worked: send the link to your own second phone or to a family member. If it opens there, your catalogue is fine and the problem is on the customer's side.
Why is my WhatsApp Business catalogue not working?
Look at what the app tells you. Each message points to a different fix.
| What you see | What it means | Fix |
|---|---|---|
| "Items can't be displayed" | A short-term WhatsApp problem. Your items are safe. | Fix 1 |
| "Item couldn't be saved" or "Changes not saved" | Your change did not go through. | Fix 6 |
| A red exclamation mark on a photo | WhatsApp rejected the item. | Fix 4 |
| A note that you hid the item | The item is hidden. | Fix 2 |
| No mark, but customers can't see it | It is still in review. | Fix 3 |
Why is my WhatsApp catalogue not showing to customers?
You see every item in your catalogue, even the ones that are waiting, rejected or hidden. Your customers see only items that WhatsApp approved and that are not hidden. So your catalogue can look full to you and almost empty to a customer.
What we see with real shops: an owner adds 40 new products in one evening. The next morning, they send the catalogue link to customers. Customers reply that they can see only a few items. The rest are still in review, or one or two photos were rejected. Before you share your catalogue link, open it on a family member's phone. You will see exactly what your customers see.
What does "Item wasn't saved" mean in WhatsApp Business?
It means your new item or your change did not save. WhatsApp's own wording is "Item couldn't be saved". It is not the same as a rejection. Try the steps in fix 6: wait a few minutes, save one item at a time and use smaller photos. WhatsApp also says that if you can't add or save an item, the item may have been rejected. Look for a red exclamation mark, then follow fix 4. Our guide to the item wasn't saved error covers every cause.
How long until my catalogue shows after I fix it?
It depends on the fix. After an app problem clears, your items come back on their own. Unhidden items show again once you save. WhatsApp says new collections should be reviewed within 24 hours. For single items, WhatsApp does not publish a fixed review time. Read our guide on WhatsApp catalog approval time for what to expect.
Still not working? Contact WhatsApp support
WhatsApp gives you only two ways to reach its support team. Use the chat inside the app, or the form on its website.
On Android: tap the three-dot menu, then Settings. Tap Help and feedback, then Help Center, then Contact Us.
On iPhone: tap Settings or your profile picture. Tap Help and feedback, then Help Center, then Contact Us.
Describe the problem clearly and attach screenshots. If you can't use the app, fill in the form on the Contact WhatsApp page. WhatsApp replies by email from an address ending in @support.whatsapp.com.
WhatsApp does not answer support emails any more. Many websites still list an email address for WhatsApp support. WhatsApp says those addresses are not checked. Use the in-app chat or the website form.
Another way to share your products
Your WhatsApp catalogue is free and works well for many shops. Are review waits or missing items costing you sales? Then you can also share a catalogue as a web link. We build it for you from the photos and prices you send. It opens in any phone browser, with no review queue on our side.
See a real one: Sofa Square Furniture, a sofa maker in Koramangala, Bengaluru. Read how it works on our WhatsApp catalogue page. You keep your WhatsApp catalogue too.
Sources: WhatsApp Help: How to create and maintain a catalog, WhatsApp Help: Issues using catalog, WhatsApp Help: Collections in your catalog, WhatsApp Help: Sharing catalog links, WhatsApp Help: How to contact WhatsApp Support, WhatsApp Commerce Policy. Checked 6 October 2026.
WhatsApp is a trademark of Meta Platforms, Inc. OneCatalog is not affiliated with or endorsed by Meta or WhatsApp.
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