WhatsApp Troubleshooting

Sender Issues

Sender Stuck in "Creating" or "Pending" Status

Symptoms:

• Sender status shows "Creating" for more than a few minutes
• Sender stuck on "Pending" after completing Meta signup

Solutions:

1. Complete the Meta signup flow

   • Make sure you finished all steps in the Facebook popup
   • You should have seen a confirmation before being redirected back

2. Check that you created a NEW account

   • You must create a new WhatsApp Business Account during signup
   • Selecting an existing account will cause the integration to fail

3. Verify phone number selection

   • Did you click "Add new number" in the Meta popup?
   • Did you select the correct pre-verified number?

4. Wait and refresh

   • Sometimes setup takes a few minutes to complete
   • Refresh the page after 5 minutes

5. Contact support

   • If the issue persists for more than 30 minutes, contact support

Verification Failed

Symptoms:

• Verification process fails
• Error message about verification timeout

Solutions:

1. Wait before retrying

   • Meta may temporarily rate-limit verification requests
   • Wait 5-10 minutes before trying again

2. Try a different number

   • Some numbers may have issues with Meta's verification
   • Try using a different phone number

3. Check number type

   • Only "normal" type numbers can be used for WhatsApp
   • SIP or special numbers are not supported

Sender Shows "Offline"

Symptoms:

• Sender was working but now shows "Offline"
• Cannot send or receive messages

Solutions:

1. Check for policy violations

   • Review any emails from Meta about policy issues
   • High block rates or spam reports can cause offline status

2. Check quality rating

   • Low quality rating can trigger offline status
   • Review your messaging practices

3. Re-authenticate

   • Sometimes the connection needs to be refreshed
   • Contact support for assistance

Sender Suspended

Symptoms:

• Sender status shows "Suspended"
• Error mentions policy violation

Solutions:

1. Review suspension reason

   • Check the error message for specific details
   • Common reasons: spam reports, prohibited content, high block rates

2. Address the issue

   • Stop any problematic messaging campaigns
   • Review Meta's commerce policies

3. Appeal the suspension

   • Contact Meta support through Facebook Business Manager
   • Provide evidence of compliance

Template Issues

Template Rejected

Symptoms:

• Template status shows "Rejected"
• Rejection reason displayed

Common Rejection Reasons & Solutions:

Template Stuck in "Pending"

Symptoms:

• Template has been pending for more than 24 hours

Solutions:

1. Wait for review

   • Marketing templates can take up to 48 hours
   • Complex templates may take longer

2. Check for issues

   • Review template content for potential policy issues
   • Ensure sample values are clear and appropriate

3. Create an alternative

   • If urgent, create a new template with different name
   • Use simpler content that's more likely to be approved

Template Disabled

Symptoms:

• Previously approved template now shows "Disabled"

Causes:

• Low quality score from customer feedback
• Template received too many blocks or reports

Solutions:

1. Review usage patterns

   • Were you sending to customers who didn't expect messages?
   • Was the content relevant to recipients?

2. Create a new version

   • Create a new template with improved content
   • Consider more targeted audience selection

Messaging Issues

Messages Not Delivering

Symptoms:

• Template messages not reaching recipients
• No delivery confirmation

Solutions:

1. Check phone number format

   • Must be E.164 format: +[country code][number]
   • Examples: +14155551234, +442071234567

2. Verify recipient has WhatsApp

   • The recipient must have WhatsApp installed
   • Number must be registered with WhatsApp

3. Check sender status

   • Sender must be "Online" to send messages
   • Verify in WhatsApp Senders page

4. Review messaging limits

   • New senders have limited daily capacity
   • Check your current tier and limits

Free-form Messages Failing

Symptoms:

• Can't send free-form message
• Error about 24-hour window

Solutions:

1. Check the 24-hour window

   • Free-form messages only work within 24 hours of customer's last message
   • Use a template message instead

2. Verify conversation exists

   • The customer must have messaged you first
   • Check conversation history

AI Not Responding to Messages

Symptoms:

• Customer messages arrive but no AI response
• Messages appear in conversation but no reply sent

Solutions:

1. Check assistant connection

   • Verify an assistant is connected to the sender
   • Ensure "AI Enabled" is turned on

2. Review assistant status

   • Assistant must be active and properly configured
   • Test the assistant in the test chat interface

3. Check for errors

   • Review conversation for any error messages
   • Check system logs for issues

Quality & Limits

Quality Rating Dropped

Symptoms:

• Quality rating changed from High to Medium or Low
• Messaging limits reduced

Causes:

• High block rates
• Spam reports from recipients
• Low response rates

Solutions:

1. Review recent campaigns

   • Check which messages triggered blocks or reports
   • Identify problematic content or audiences

2. Improve targeting

   • Only message customers who expect to hear from you
   • Remove unengaged contacts from lists

3. Review message content

   • Ensure content is valuable and relevant
   • Avoid aggressive or spammy language

4. Wait for recovery

   • Quality rating can improve over time with good practices
   • Focus on quality over quantity

Hitting Message Limits

Symptoms:

• Can't send more messages
• Error about daily limit reached

Solutions:

1. Wait for reset

   • Limits reset daily (24-hour rolling window)
   • Plan campaigns within your current limits

2. Improve quality

   • Higher quality ratings unlock higher limits
   • Focus on engagement and avoid blocks

3. Spread out sends

   • Don't send all messages at once
   • Implement delays in automation flows

Connection Issues

Meta Signup Popup Doesn't Appear

Symptoms:

• Clicking "Login with Facebook" does nothing
• Popup blocked or not loading

Solutions:

1. Allow popups

   • Check browser popup blocker settings
   • Allow popups from the domain

2. Clear cache

   • Clear browser cache and cookies
   • Try in incognito/private mode

3. Try different browser

   • Some browsers have stricter popup policies
   • Chrome or Firefox typically work best

Redirected Back Without Completing Setup

Symptoms:

• Popup closes but sender not created
• Stuck on step 3

Solutions:

1. Complete all steps

   • The Meta flow has multiple steps
   • Ensure you completed all of them

2. Check for errors

   • Look for error messages in the popup
   • Meta may have rejected the request

3. Retry the process

   • Go back to step 2 and select your number again
   • Complete the Meta signup flow carefully

WhatsApp Calling

I cannot call a new number

WhatsApp does not allow businesses to ask or call a number that has never written to them. Send a regular template, wait for their reply, then Ask to call. Full explanation: WhatsApp Calling.

Ask to call never arrives

The 24-hour chat window is closed, or you already used the 1-ask-per-day limit. Check session status and call permission.

Enable Calling is unavailable

The sender must be online, have an assistant, have a messaging limit of at least 2,000 / 24hr, and must not be Coexistence (WhatsApp Business app).

Customer allowed but I still cannot call

Consent lasts 7 days. Confirm calling is still enabled, the assistant is assigned, and your balance is not empty. WhatsApp can also revoke consent after several unanswered business calls.

Getting Help

If you're still experiencing issues:

1. Check our status page for any ongoing platform issues
2. Review Meta's documentation for WhatsApp-specific policies
3. Contact support with:
   • Your sender ID
   • Error messages (exact text)
   • Steps you've already tried
   • Screenshots if applicable