Troubleshooting guide

Common issues on the WhatsApp Business API account and how to troubleshoot them

Error while submitting a phone number

This error usually appears as "There was an error verifying this phone number.Please try again later" or, while in the Embedded Signup, the button for the next phase is greyed.

This error happens when the number you are registering is still connected to a personal WhatsApp or Business App account.

How to solve it

To register this phone number in the WhatsApp Business API, you need to follow the steps outlined on this page to delete the WhatsApp account associated with that phone number.

Learn more about this process in our documentation.

Please note that just deleting the number will not delete the account. The steps linked above needs to be followed for this issue to be resolved.

When submitting the confirmation code, the message "Finish Registration Error" appears

When there are multiple registration attempts, Facebook will interpret these actions as Spam and temporarily block the number.

Facebook does not permit multiple registration attempts in quick succession. Please allow a 2 min timeout between registration attempts. After 3 successive registration attempts, Facebook will initiate a 2 hour timeout period.

This means that you will need to wait at least 2 hours to try again.

Please see other timeout responses here.

When the account is set as "Unverified" or "Verification Failed"

This means that Facebook has denied the Business Verification for this company.

In the Facebook Business Manager, this issue should look like this:

In the Hub, this issue should look like this:

Please follow these steps to troubleshoot.

When experiencing delays while sending or receiving messages

Please file a support ticket containing following information:

  • WhatsApp Number

  • Description of the issue, how long it has been happening and all of the previous attempts to solve it

  • Screenshot of the error

When receiving error messages or failed attempts of sending or receiving messages

Please file a support ticket containing following information:

  • WhatsApp Number

  • Description of the issue, how long it has been happening and all of the previous attempts to solve it

  • Screenshot of the error

  • API request and response of the error

If you are having any other issues not mentioned on this page, please file a support ticket.