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WhatsApp

Why old WhatsApp voice notes and files show up blank in the conversation

In Conversations, WhatsApp audio, images, and files older than 30 days show up blank because Meta stops storing conversation media after that period. They can't be recovered; save important files to the contact record with Add to documents as soon as they arrive.

Updated on

Before you start

  • This applies to anything that is a file in a WhatsApp conversation: voice notes, audio, images, videos, and documents. Text messages are not affected.
  • It is not an Elooo System fault or a data loss on your account: it is Meta's media retention policy.
  • To save files to the contact record you need access to Conversations and Contacts.
Where to find it

Conversations › customer's conversation › message with audio or a file

Step by step

Confirm the cause

  1. Open Conversations and click the conversation where the voice note shows up blank.
  2. Check the message date. If it is older than 30 days, the file no longer exists on Meta's servers, which is why it looks empty. There is nothing to fix.
  3. If the message is recent, the cause is something else: reload the page, make sure the browser is allowed to play sound, and try another browser.
  4. If a recent file is still blank, ask the customer to send it again.

Save files before they expire

  1. In the conversation, find the message with the audio, image, or document you want to keep.
  2. Click the three-dot menu next to the message or the attachment.
  3. Choose Add to documents. The file is stored in the documents tab of the contact record and stays available after it expires on WhatsApp.
  4. For voice notes with important details (addresses, orders, confirmations), also write the key points in a note on the contact record: that way the information is in text and searchable.

Tips

  • Get into the habit of saving receipts, signed documents, and audio with instructions on the same day they arrive.
  • Ask customers to also email important documents; email attachments don't have this time limit.
  • The customer still has the file on their phone. If you need an old audio message, ask them to resend it.

Common problems

  • A voice note from yesterday shows up blank → That isn't the 30-day limit. Reload the page, check the browser's sound permissions, and try another browser. If it persists, ask the customer to resend it.
  • Old images won't open either → Same reason: Meta only keeps conversation files for 30 days. Save the important ones with Add to documents.
  • I need to recover an audio message from two months ago → It can't be recovered through Elooo System. Ask the customer to resend it from their phone.
  • The customer can still see the audio in their WhatsApp → That's normal: the file is stored on the customer's device, not on Meta's servers. Ask them to resend it.

Frequently asked questions

When do the 30 days start counting?

From the moment the file was sent or received in the conversation.

Do files saved with Add to documents expire too?

No. They stay on the contact record in Elooo System and don't depend on Meta's retention period.

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