Common Issues
This page describes some common issues you might encounter on your WhatsApp Business journey.
Meta Business Verification Issues
Usually, the Business Verification process takes 7 - 10 days. We cannot give a SLA for this process as it is dependent on Meta. However, we can assist with certain aspects:
If the Business Verification has been in review over 30 days, contact our Support team and we will contact Facebook Trust and Safety team about it.
If you provide your documents to us, we will review the documents and provide feedback. We cannot submit the documents to Meta on the Client’s behalf.
Meta do not always provide us with the exact reason for Business Verification rejection. This is communicated directly to the Client in the Security Centre page in the Business Manager.
Minimum information required when creating a ticket:
When Business Verification was submitted
Screenshot of the Security Centre page in the Facebook Business Manager
In general, for any Facebook Business Manager topic or problem, we need a screenshot of the Business Manager page.
WhatsApp Policy Violation Issues
To get WhatsApp API access each WhatsApp Business Account must pass the Commerce Policy check. This is a separate process to Business Verification.
Usually, the review takes 1-2 days but we cannot give a SLA for this process as it is dependent on Meta.
If Account Status has been in review over 10 days, we can contact Facebook Trust and Safety team about it.
Usually, if an Account Review is taking over 10 days it means the Client does not have the Business Info section of the Facebook Business manager filled in OR their website is offline OR the Business Info section contains the wrong website.
Minimum information required when creating a ticket:
• Screenshot of the Business Info page in the Facebook Business Manager
Embedded Signup / Onboarding Issues
If an error appears in the embedded signup pop-up modal we recommend you consult the Embedded Signup Errors documentation to troubleshoot the problem.
The Embedded Signup error responses come directly from Facebook's servers so we have little control of it and we have no access to any Support Logs for this process.
Number Migration Issues
If you have a problem migrating your number to 360dialog, please see our troubleshooting documentation about this topic
If the documentation doesn't help, contact our suppoort team.
To avoid such problems in the future, please see our step by step preparation documentation and Best Practices documents
Minimum information required when creating a ticket:
• Number you are trying to migrate • Screenshot or description of the error received
Messaging Issues (On-Premise)
If you have a problem with messaging, please do a Healthcheck for the number.
The healthcheck endpoint and method is:
GET https://waba.360dialog.io/v1/health
The health check will return 1 of a possible 4 values:
unregistered
connected
disconnected
uninitializedProblems with messaging (unregistered number)
If the number is unregistered, please redo the embedded signup process.
To get the number to a connected state, you must re-register the number. To do this, we will trigger a 6 digit OTP to the number, then the client must retrieve the OTP and pass it back to us.
Please note that when using Classic Signup, numbers can only be registered after the account has been approved in the Commerce Policy and Display Name checks and the information has been added in the Business Info page in the Facebook Business Manager.
Minimum information required when creating a ticket:
Confirmation that you have checked the healthcheck and response received
Availability to receive the OTP (6-digit PIN code) in the phone number chosen
Problems with messaging (sending messages)
If the number is connected but you have problems with sending messages, please create a ticket and we will respond within 4 hours.
Minimum information required when creating a ticket:
Confirmation that you have checked the healthcheck and response received
Confirmation that you have checked the webhook status and response received
the API request made
the API response received
the timestamp
any other relevant information that will help
Problems with messaging (receiving messages)
If the number is connected but you have problem with receiving messaging, create a ticket and we will respond within 4 hours. Messages are received to your webhook URL, so you should check that a webhook URL is set and that it is responded with status 200 for all incoming message requests.
Minimum information required when creating a ticket:
Confirmation that you have checked the healthcheck and response received
Confirmation that you have checked the webhook URL status and response received
any other relevant information that will help (details of missed messages, etc)
Problems with messaging (long messaging delays)
If the number is connected but you are experiencing long messaging delays, create a ticket and we will respond within 4 hours.
Minimum information required when creating a ticket:
Confirmation that you have checked the healthcheck and response received
Confirmation that you have checked the webhook URL status and response received
any other relevant information that will help (when did it start, is it ongoing, etc)
Messaging has completely stopped working
If you cannot send or receive messages of a connected number, you always need to checked the healthcheck. If the status received is disconnected or unintialized, please create a ticket and we will respond within 4 hours.
Minimum information required when creating a ticket:
Confirmation that you have checked the healthcheck and response received
any other relevant information that will help
Messaging Issues (Cloud API)
Problems with messaging (unregistered number)
If the number is unregistered, please redo the embedded signup process.
Problems with messaging (sending messages)
If the number is connected but you have problems with sending messages, please contact our support team.
Minimum information required when creating a ticket:
the API request made
the API response received
the timestamp
any other relevant information that will help
Problems with messaging (receiving messages)
Messages are received to your webhook URL, so you should check that a webhook URL is set and that it is responded with status 200 for all incoming message requests.
Minimum information required when creating a ticket:
Confirmation that you have checked the webhook URL status and response received
any other relevant information that will help (details of missed messages, etc)
Problems with messaging (long messaging delays)
If the number is connected but you are experiencing long messaging delays, create a ticket and we will respond within 4 hours.
Minimum information required when creating a ticket:
Confirmation that you have checked the webhook URL status and response received
any other relevant information that will help (when did it start, is it ongoing, etc)
Display Name Issues
Display name approval is a trial-and-error process until you can get a desired outcome. If you edit your display name you should receive an outcome in < 6-12 hours. Each subsequent review takes an additional 6-12 hours.
Minimum information required when creating a ticket:
Desired display name
Finance Topics
If you have a query about • Payment Issues • Invoice Queries • Refunds • Payment methods • Back payments • Conversation Based Pricing • Pre-Payments Please create a ticket for our support team.
Official Business Accounts (Green Badge)
Please refer to our documentation about this specific topic.
Partner Change Request
If you want to change your Integration Partner / Independent Service Vendor you should submit a Partner Change Request. Before filing a ticket, please read the documentation carefully.
Last updated