This page outlines common issues you may encounter during your WhatsApp Business journey.
Meta Business Verification Issues
The Business Verification process is managed by Meta and typically takes 7–10 days. However, there is no guaranteed SLA as the timeline is entirely dependent on Meta. That said, we can support you in the following ways:
BSP-Led Verification Support
We can assist with Meta Business Verification via Business Solution Provider (BSP)-led verification, where applicable. Please contact our Support Team if you're eligible or require guidance.
Delayed Review (Over 30 Days)
If your Business Verification has been under review for more than 30 days, contact our Support Team. We can escalate the case to Meta's Trust and Safety Team.
Rejection Notices
Meta does not always provide us with detailed reasons for Business Verification rejections. These are typically shown directly to you in the Security Centre section of your Facebook Business Manager.
WhatsApp Policy Violation Issues
Meta may disable a WhatsApp Business account if it detects activity that violates the WhatsApp Commerce Policy or WhatsApp Business Terms.
To monitor and manage such issues, refer to the Meta Business Support Home. This centralized portal helps you track and resolve compliance-related concerns involving:
WhatsApp Business Policy violations
Meta Advertising Standards
Commerce Policies
Other relevant Meta terms and policies
If the “Request Review” option is available in Business Support, you should submit your review request directly through the portal. Meta handles these cases internally, and resolution timelines or outcomes are outside of our control.
If your review is denied, start a chat with our Support Team. We will evaluate the case and advise on the available next steps.
Embedded Signup Errors
The Embedded Signup (ES) is a Meta-hosted onboarding flow that allows businesses to create WhatsApp Business Accounts (WABAs).
If an error appears in the ES pop-up modal during the process, we recommend consulting the Embedded Signup Errors documentation to identify and troubleshoot the issue.
Please note these error messages come directly from Meta's servers, not from 360dialog.
If the issue persists after following Meta’s documentation, start a chat with our Support Team
Messaging Issues (Cloud API)
If you're facing messaging issues, always start by checking the number’s status via the Health Endpoint:
If the number is unregistered, restart the Embedded Signup process.
2. Sending Messages
If the number is connected but you cannot send messages, start a chat with our support team.
Please have the following information ready:
API request made
API response received
Timestamp
Any other relevant context
3. Receiving Messages
Messages are delivered via your webhook. Make sure your webhook URL is set and responds with HTTP 200 to incoming requests.
If you have issues receiving messages, start a chat with support. Please provide:
Confirmation of webhook status and response
Details of missed messages or error patterns
4. Long Message Delays
If you experience delays sending or receiving messages, start a chat with support.
Please include:
Confirmation of webhook status and response
When the issue started and whether it’s ongoing
Relevant examples or timestamps
Display Name Issues
Display name approval is a trial-and-error process until you achieve the desired outcome. After editing your display name, you should receive a result within 6 to 12 hours. Each subsequent review typically takes an additional 6 to 12 hours.
Before submitting for approval, ensure that:
Your website is live
Your business name is clearly visible on your website
If your desired display name is continuously rejected, please contact support and have the desired display name ready.
Billing & Invoice Issues
If you have a query about any of the following:
Payment issues
Invoice queries
Refunds
Payment methods
Back payments
Conversation-based pricing
Pre-payments
Please start a chat with our support team. They will route you to our specialist Invoicing Support team.
Note that response times for invoicing queries may be longer than for standard support requests related to WABAs and phone numbers.
Official Business Accounts (Blue Badge)
Before you begin
You'll either need to complete business verification or demonstrate a record of sending high-quality messages with a minimum of 1,000 conversations over 30 consecutive days.
You'll need approval for your business's display name.
The phone number that you want to request an official business account for is currently using the correct display name. You can change your WhatsApp Business display name before requesting the official business account.
Request a WhatsApp official business account
Here's how to request a WhatsApp official business account:
In the WhatsApp accounts section, find and click the phone number for which you want to request an official business account.
In the Profile section, find Official business account and click Submit request.
If this option is not available, please start a chat with our Support team.
Enter the required information to request an official business account. You can submit up to five supporting links to show that your business is notable.
Click Submit.
Once Meta have completed reviewing your request, you'll receive a notification that informs you whether your business has been granted the official business account. If your request is rejected, you can submit a new request after 30 days.
Meta don't grant the official business account to the business employees, test accounts or users of the WhatsApp Business app. The official business account isn't available to the users of the WhatsApp Business app because they haven't been required to go through the business verification.
Login Issues
If you're having trouble accessing the 360dialog Hub, please follow these steps to troubleshoot the issue:
Verify the Login URL
Make sure you're using the correct login page:
Use a Private/Incognito Window
Open a private browsing window (press Ctrl + Shift + N on Windows/Linux or ⌘ + Shift + N on macOS), then go to https://app.360dialog.io/login/ and log in using your email and password.
Disable Ad Blockers and Browser Add-ons
Some browser extensions, such as ad blockers or privacy tools, may interfere with the login process. Temporarily disable these and try logging in again.
Reset Your Password
If your password is incorrect or expired, click the "Reset password" link below the login form to create a new one.
Contact Support
If none of the above steps resolve the issue, please contact our Support Team:
.