Account Statuses

This page describes the different all statuses that you will see in the 360 Client Hub during the activation of your WhatsApp Business Account.

The 360 Client Hub Layout

Every folder in the 360 Client Hub is connected to one phone number.

Accessing information about each number for your account:

Each number connected to your account can be seen in a folder like this:

By clicking on (on the top right corner) you will get an overall view of the statuses of the account:

The Folder Layout

The folder is divided into four parts that can be seen in the image below:

1. Project Status

The Project Status shows the status your WhatsApp Business Account and Phone Number connected to this account together. There are three possible states: DRAFT, PENDING, and DONE.

DRAFT
PENDING
DONE
DRAFT

Every new account begins its activation process in the DRAFT status.

PENDING

Projects in the PENDING status are accounts that have gone through the whole activation process and just require the last step of Number Registration.

DONE

Once a Phone Number is live and running, the project status will change to DONE

2. Account Information

The account information shows you some information about your account including the Client Name and the API Name.

3. Business Account Statuses

The Statuses of the WhatsApp Business Account are shown on the left side of the WhatsApp Folder.

The WhatsApp Business Account side shows statuses connected to your WhatsApp Business Account. This data is related to your company as an entity and must be only completed once, no matter how many different phone numbers you decide to connect to your WhatsApp Business Account.

The WhatsApp Business Account has three statuses: External WABA Account, Message On Behalf, and FB Business Verification. Once these three statuses have been verified/accepted, the icon will turn from gray to green . If not all three statuses have been verified/accepted, the yellow icon will appear. If one of the statuses is failed/denied/rejected the red icon will appear.

In case any of the statuses get rejected, please check out our Documentation. If the problem persists, you can contact us at Help and Support.

External WABA Account

Once your company's account has been submitted to Facebook, the External WhatsApp Business Account (WABA Account) status will change from DRAFT (in grey) to DONE (in green).

Messaging On Behalf

Once the External WABA Account and External WABA Channel have been submitted, you will receive a notification in your Facebook Business Manager asking you to allow us, 360dialog, to send messages on your behalf. The possible status states are:

UNSET
PENDING
APPROVED
DENIED
UNSET

UNSET status means that the Message On Behalf notification has not yet been sent. Please wait until both External WABA Account and External WABA Channel has been submitted to Facebook.

PENDING

PENDING status requires you to go to your Facebook Business Manager and accept the Message on Behalf request from 360dialog. Click here for more info on how to approve the Messaging On Behalf request.

APPROVED

ACCEPTED status shows that you have successfully accepted the Message on Behalf request.

DENIED

If you deny the Message on Behalf request on your Facebook Business Manager, we will not be able to proceed with the activation of your WhatsApp Business Account. If you have accidentally denied the Message On Behalf and wish to revert that decision, please contact us at Help and Support.

Facebook Business Verification

You must verify your business with Facebook once the account and phone number have been submitted, and Message On Behalf accepted. Find more information on Business Verification in the Official Facebook documentation. The possible statuses are:

UNKNOWN
FAILED
NOT VERIFIED
PENDING
PENDING - NEED MORE INFO
PENDING SUBMISSION
REJECTED
VERIFIED
UNKNOWN

This means that the WhatsApp Business Account ID has not yet been set. There is therefore no data on whether your Business has been verified or not.

FAILED

There is a problem with the documentation provided. Please make the appropriate changes as indicated by Facebook and try again.

NOT VERIFIED

The Facebook Business verification process has not yet begun.

PENDING

The account documents for verification have been received by Facebook and are being checked. Please wait until Facebook is done with the verification.

PENDING - NEED MORE INFO

Facebook has completed checking all submitted documents, but requires more information to verify the account. The activation process cannot continue until the required documents have been submitted.

PENDING SUBMISSION

The documents have been successfully submitted to Facebook, but the checking process has not yet begun.

REJECTED

The documents have been successfully received and checked by Facebook and unfortunately your Facebook Business verification has been rejected.

VERIFIED

Your Business has been successfully verified. Whatsapp will now perform the Commerce Policy compliance check (Whatsapp Account Status).

4. Phone Number

The Phone Number side shows statuses connected to the specific phone number to be connected to WhatsApp. This data is related to the activation status of the specific phone number and must be completed for every new phone number that you would like to add to your account.

External WhatsApp Business Account (WABA) Channel

Once your company's phone number (channel) has been submitted to Facebook, the External WhatsApp Business Account Channel (WABA Channel) status will change from DRAFT (in grey) to DONE (in green).

Display Name Verification

The Display Name verification checks several aspects of the connected phone number (not just the display name). The possible statuses are:

CREATED
UNVERIFIED
VERIFIED
READY
CERTIFICATE DECLINED
CREATED

Similar to the DRAFT status. The CREATED status appears as default until your account display name has been submitted in 360 Client Hub.

UNVERIFIED

Your Display Name has been correctly submitted in our system but the status has not yet been synchronised with Facebook.

VERIFIED

The Phone Number and Display Name have been approved by Facebook, but the stack has not been created in our system yet. Please wait until status changes to READY

READY

Your Phone Number and Display Name have been successfully added to WhatsApp Business and stacks are running. To get your account live, complete Number Registration.

CERTIFICATE DECLINED

Your Display Name has been checked by Facebook and has been rejected, or we have encountered another issue, like having a WhatsApp Account already connected to your phone number. For help please contact us at Help and Support.

Number Registration

Once all other statuses statuses are shown in green (Approved/Accepted/Verified/Done/etc.), you are ready to register your number and go live. Find more information on Number Registration in our Account Setup page. The possible states for Number Registration are:

UNSET
CREATED
REGISTRATION READY
REGISTRATION TRIGGERED
READY TO FINALIZE
RUNNING
UNSET

This number is not yet ready to complete Number Registration. This status will change only after all other statuses are completed (turn green).

CREATED

This status is shown after the display name has been verified, during the time when the WhatsApp Business stack is being created.

REGISTRATION READY

Your number is ready to be registered. Please click on trigger registration and follow the steps.

REGISTRATION TRIGGERED

This status is shown during the registration process where the PIN is generated but not yet checked.

READY TO FINALIZE

The PIN has been checked and is correct.

RUNNING

Congratulations, your account is now live and you can generate your API key!

Running Account

Once your account is running, all statuses should be green. You can now generate an API Key and enjoy communicating with your customers using WhatsApp.