Number registration troubleshooting
Are you having difficulties registering your phone number for WhatsApp Business API? See the below information on how to troubleshoot number registration.

When I cannot trigger the code to the phone number OR I get an error

If you have a WhatsApp App or WhatsApp Business App registered to the number, you will get an error on Registration.
The solution for this issue is to fully delete the account that still is associated with the App.
Uninstalling the app from a device is not sufficient, any previous WhatsApp account must be fully deleted.

To delete your account

  1. 1.
    Open WhatsApp.
  2. 2.
    Tap More options > Settings > Account > Delete my account.
  3. 3.
    Enter your phone number in full international format and tap DELETE MY ACCOUNT.
  4. 4.
    Select a reason for why you're deleting your account in the dropdown.
  5. 5.
    Tap DELETE MY ACCOUNT.
For more information on how to delete your account, please follow this guide.

How to check if a number is linked to WhatsApp

You can test to see if a WhatsApp number is linked to an active non-enterprise account (app). Simply send a test message to the number in question. If the number is Sent (1 tick) or Delivered (2 ticks) it means that there is still a non-enterprise account (app) linked.

When I trigger the code I do not get an error, nor an sms/call

A possible reason for you not to get the sms/call nor the error message can be the use of IVR in which case IVR enabled numbers (registration) documentation reading is suggested.

Registration timeout

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

Registration error responses

Timeout This means that Meta has put the registration on "timeout".
1
{
2
"data": {
3
"code": 1005,
4
"details": "Please wait 1 hour(s) 38 minute(s) before trying again",
5
"title": "Access denied"
6
},
7
"meta": {
8
"developer_message": "Trigger registration error",
9
"http_code": 403,
10
"success": false
11
}
12
}
Copied!
Solution: Wait until the timeout phase has lapsed and try again.
Number linked to non-enterprise account, biz_link_error This means the previous WhatsApp installation was uninstalled from the device but not fully deleted.
1
{
2
"data": {
3
"code": 1005,
4
"details": "Unknown error: biz_link_info_invalid_payload",
5
"title": "Access denied"
6
},
7
"meta": {
8
"developer_message": "Trigger registration error",
9
"http_code": 403,
10
"success": false
11
}
12
}
Copied!
Solution: Reinstall WhatsApp and then fully delete it.
Number linked to active non-enterprise account:
1
{
2
"data": {
3
"code": 1005,
4
"details": "This number has not been approved for an enterprise. Please contact support for more info.",
5
"title": "Access denied"
6
},
7
"meta": {
8
"developer_message": "Trigger registration error",
9
"http_code": 403,
10
"success": false
11
}
12
}
Copied!
Solution: Fully delete WhatsApp from the device.
Error verifying the number
1
{
2
"data": {
3
"code": 1005,
4
"details": "There was an error verifying this phone number.Please try again later.",
5
"title": "Access denied"
6
},
7
"meta": {
8
"developer_message": "Trigger registration error",
9
"http_code": 403,
10
"success": false
11
}
12
}
Copied!
This means that the registration has been locked. In the case, please contact Support and we will reset the registration state.

Change my phone number

It is not possible to "change" a number that is registered to the WhatsApp API. If you need to make a change to your number you should first add the correct number in the Hub. When the correct number is registered, you can then cancel the subscription for the incorrect number.

Mistake with submission

All Clients will have a 2 week "grace period" to correct mistakes for new numbers meaning. If you have made a mistake with your submission such as
  • Number added to wrong WABA
  • WABA added to wrong FB Account
  • Account added but no Payment Method set
If you let us know by contacting support within 14 days of Number Registration - we will manually correct the mistake for you.

Ongoing number registration issues

360dialog is not responsible for issues relating to number registration. It is the responsibility of the phone number owner to make sure that there is no non-enterprise account (active or inactive) linked to the number at the time of registration to the WhatsApp Business API.
The 360dialog support team also has the right to refuse number registration troubleshooting for numbers that have failed multiple registration attempts.