Common Issues/ FAQs

During your WhatsApp Business journey, you may run into a few common issues. This guide explains what they mean, how to fix them, and when to contact Support

Business Verification

Verification is managed entirely by Meta. It usually takes 7–10 days, but there is no guaranteed SLA. In some cases, it can take longer.

We can assist with Business Verification in certain cases. If eligible, it can result in a review after document submission. Contact our Support Team for guidance.

If your review has been pending over 30 days, contact Support. We can escalate to Meta’s Trust & Safety Team.

Meta does not always share detailed rejection reasons with us. These are usually shown in the Security Centre of your Facebook Business Manager.

WhatsApp Policy Violations

Meta may disable accounts that violate the:

• WhatsApp Commerce Policy

• WhatsApp Business Terms

• Meta Advertising Standards or other compliance policies

Use the Meta Business Support Home to:

• Monitor violations and compliance alerts

• Submit a Request Review (if available)

If Meta denies your review, start a chat with Support. We’ll assess your case and advise on next steps.

Embedded Signup Errors

The Embedded Signup (ES) flow is a Meta-hosted onboarding process used to create and connect WhatsApp Business Accounts (WABAs).

• All error messages in ES come directly from Meta, not 360Dialog.

• They appear in the ES pop-up modal during onboarding.

Common Errors & Fixes

Invalid Business Verification

• The Meta Business Manager account you selected has not completed verification.

• Restart signup after completing Business Verification.

Business Manager Not Found

• The Facebook Business Manager ID entered is invalid.

• Double-check that you are selecting the correct Business Manager.

Page Access Error

• The Facebook page selected is not linked or permissions are missing.

• Verify page ownership and ensure you are an admin of the page.

Phone Number Already Registered

• The number you are trying to onboard is already linked to another WABA.

• Remove it from the other account first, or request a release.

Permission Denied / Insufficient Permissions

• Your Facebook user does not have the right role.

• Use a Facebook account with admin access to the Business Manager.

If the Error Persists

1. Take a screenshot of the full error message.

2. Start a chat with our Support Team and provide:

• Error code & description

• Business Manager ID

• Timestamp of the attempt

• Any relevant screenshots

Messaging Issues

Use the Health Endpoint:

GET https://waba-v2.360dialog.io/health_status

Unregistered Number → Restart Embedded Signup. Sending Messages → If connected but unable to send, contact Support with:

• API request & response

• Timestamp

• Relevant context

Receiving Messages → Ensure your webhook is set up and responds with HTTP 200. If still failing, provide Support with:

• Webhook status confirmation

• Error patterns or timestamps

Long Message Delays → Share with Support:

• When delays started

• Whether ongoing

• Example requests/timestamps

Messaging Limits & Quality

Meta applies limits on the number of business-initiated conversations you can start in a rolling 24h window:

• 250

• 1,000

• 10,000

• 100,000

• Unlimited

Increase limits by maintaining:

• High quality rating

• Connected number status

• Approved display name

Meta automatically increases your limit when you meet these conditions.

Can limits be reduced? Yes. If your quality rating drops (e.g. due to blocks/reports), Meta may lower your messaging tier.

Display Name Review

Usually 6–12 hours per review. Each resubmission adds another 6–12 hours.

Tips for approval:

• Your website must be live.

• Your business name must be clearly visible.

• Keep your display name consistent with your brand.

Limits:

• You can only request a limited number of changes (max ~10 in 30 days).

• You must wait 30 days between display name changes after registration.

If your name is continuously rejected, contact Support with your desired display name.

Billing & Invoice Issues

For questions regarding:

• Payments / refunds

• Invoices

• Payment methods

• Pre-payments or conversation pricing

Start a chat with Support. You’ll be routed to our Invoicing Support Team.

Note: invoicing queries may take longer to resolve than standard WABA/number issues.

Official Business Accounts (Blue Badge)

What are the requirements for an Official Business Account?

• Pass Business Verification, OR show high-quality messaging (≥1,000 conversations over 30 consecutive days).

• Approved display name.

• Two-step verification is enabled.

• Number uses the correct display name.

How to request an OBA?

1. Go to Business Settings > All tools > WhatsApp Manager.

2. Select your phone number.

3. In the Profile section, click Submit request.

4. Provide required info and up to 5 supporting links.

5. Submit.

If the option isn’t available, contact Support.

How long does a review take? Meta will notify you of the outcome. If rejected, you can reapply after 30 days.

Who is not eligible?

• Test accounts

• Employee accounts

• WhatsApp Business App users (only WABAs are eligible)

Login Issues

If you’re having trouble accessing the 360dialog Hub, please follow these steps:

Verify the Login URL

Use the correct login page:

• Clients: https://app.360dialog.io/login/

• Partners: https://hub.360dialog.com/

Try a Private/Incognito Window

Open a private browsing session:

• Windows/Linux: Ctrl + Shift + N

• macOS: ⌘ + Shift + N

Then go to https://app.360dialog.io/login/ and sign in with your email and password.

Disable Ad Blockers & Browser Add-ons

Extensions such as ad blockers or privacy tools can sometimes interfere with the login process. Temporarily disable them and try again.

Reset Your Password

If your password is incorrect or expired, click “Reset password” on the login page to create a new one.

Contact Support

If none of the above steps resolve the issue, reach out to our Support Team: [email protected]