Support
Getting set up, fixing a follow-up that did not go out, and how to reach a person when the answer is not here.
Email support@trackreply.comWe reply within one business day.
Getting started
01Connect your number
Open the dashboard, go to My Numbers and add the number you sell from. You will be shown a QR code - scan it from WhatsApp on your phone, the same way you sign in to WhatsApp Web. The number shows as connected once the link is live.
02Schedule your first follow-up
Open a chat in WhatsApp Web with the extension installed, write the message you want sent later, and choose the date and time. It appears in your dashboard straight away with a status of pending.
03Check what actually happened
Every follow-up carries its real state: pending means it is queued, sent means it went out, failed means it did not and the reason is shown next to it.
Something is not working
My follow-up never sent+
Work through these in order. First, check the number is still connected - a follow-up cannot be delivered while its number shows as disconnected, and it will sit as pending indefinitely rather than fail. Reconnecting by scanning the QR code again releases the queue. Second, check the scheduled time has actually passed; times are shown in your local timezone but stored in UTC, so a follow-up set for late evening can look overdue when it is not. Third, if it shows as failed, the reason is displayed with it - that text is what we need if you write to us.
My number keeps showing as disconnected+
The link uses a WhatsApp Web session, and WhatsApp ends that session if it is signed out from your phone, if the linked-devices list is cleared, or after a long period with the phone offline. Scan the QR code again to restore it. If it drops repeatedly within a day or two, send us the number and roughly when it dropped.
A lead replied but the follow-up went anyway+
A follow-up is cancelled when a reply is seen in that conversation before it is due. If a reply arrives in the same moment the message is being sent, the send can already be in flight and cannot be pulled back. If you are seeing this on follow-ups that were due hours after the reply, that is a bug - tell us the conversation and the time and we will look at it.
I scheduled it to the wrong person or time+
Delete the follow-up from the dashboard while it is still pending. Deleting removes it from the sending queue, so it will not go out. Once a follow-up shows as sent, it has already been delivered and cannot be recalled.
Common questions
- Does TrackReply send from my own WhatsApp number?
- Yes. Follow-ups go out from the number you connected, in the existing conversation, so your leads see one continuous thread from you.
- Can I use TrackReply for bulk or cold messaging?
- No. TrackReply is for following up conversations you already have. It is not a broadcast or cold-outreach tool, and using WhatsApp that way risks having your number banned by WhatsApp itself.
- Do you read my WhatsApp conversations?
- No. We store only the follow-ups you schedule - the message text, the recipient's number and the send time - plus your account details and each message's delivery status. Chat history, contacts and media are never collected.
- How do I delete my account and my data?
- Email support@trackreply.com from the address on the account and ask for deletion. Your account, connected number and scheduled follow-ups are removed, and we action requests within 30 days.
- How do I remove the extension?
- Right-click the TrackReply icon in Chrome and choose Remove from Chrome. That stops all data collection by the extension immediately. Deleting your account separately removes what we already hold.
Your account and your data
What we store
The follow-ups you schedule, your account details, and each message’s delivery status. Not your conversations.
Privacy policyDelete your data
Email us from the address on your account and ask for deletion. We action requests within 30 days.
Request deletionStill stuck
Tell us the number involved, roughly when it happened, and any error text you can see. That is usually enough to diagnose it.
Contact us