Check the two states separately
PatrolSafe reports the WhatsApp connection and the monitoring state independently. A connected account can still have monitoring paused, no groups configured, or a temporary monitoring error.
- Connection
- Shows whether the authorised linked account can communicate with WhatsApp Web.
- Monitoring
- Shows whether PatrolSafe is actively watching configured approved groups for new supported images.
Common checks
No linked-device prompt appears
Confirm that Microsoft Edge is current, internet access is available, and WhatsApp Web is reachable. Restart PatrolSafe once before escalating.
The account was linked but does not connect
Allow the connection to settle, confirm the phone and workstation can reach WhatsApp, and avoid repeated unlink/relink attempts.
Approved groups are not listed
Confirm the linked account is a member of the group and that the group is visible in WhatsApp Web. Refresh the group list without editing session files.
Connected, but evidence is not arriving
Check the separate monitoring state, confirm it is active, and verify that the approved group is mapped to the intended site.
Relink required
Use the normal linked-device flow. Do not delete the session folder or share QR codes, session data, or account credentials.
Connection was interrupted
Restore normal internet access and allow PatrolSafe to reconnect. If the state does not recover, collect the customer-safe health summary and contact support.
Escalate safely
If the issue continues, open Settings → Support and start with the customer-safe health summary. Contact support@sfour.co.uk before sharing any advanced diagnostics. See the user guide for the normal workflow.