Reaching out to support
You can contact our Customer Support team directly from the 360 Hub, in the headphones icon.
When creating a new ticket, you will be able to select a ticket Topic, the WABA you need assistance with and the phone number.
To create tickets about numbers not available in the Hub, please use Other and Number not available options.
For any type of troubleshooting, it is important to add a minimum level of information in the ticket. Without this information we will not be able to support you.
Here we list all ticket topics and explain how to use each of them, as well as the minimum information required so we can investigate the issue.
If you have a question about any WhatsApp Business API related topic such as messaging, conversations, templates, display names, rate limits or others, create a ticket with this topic and we will respond in up to 24 hours.
If you need a status update on any topic – create a ticket with this topic and we will respond in up to 24 hours.
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, create a ticket 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.
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
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.
If there is a problem relating to the Embedded Signup process in the 360dialog Hub (for example: “number stuck setting up”) please create a ticket with this topic and we will respond within 8 hours.
If you experience issues during number registration, please consult this document for troubleshooting.
If it didn't help, you can file a ticket with the Number Registration Issue topic and we will respond within 8 hours.
Minimum information required when creating a ticket:
• Screenshot or description of the error received
If you have a problem porting (migrating) their number to 360dialog, please see our Troubleshooting documentation for more information and next steps.
If the documentation didn't help, please create a ticket and we will reply within 8 hours.
To avoid such problems in the future, please see our step by step preparation documentation and Best Practices documents or schedule a time with our team.
Minimum information required when creating a ticket:
• Screenshot or description of the error received
Healthcheck endpoint and Method:
GET https://waba.360dialog.io/v1/healthThe health check will return 1 of a possible 4 values:
unregistered
connected
disconnected
uninitialized
If the number is unregistered, create a ticket and we will respond within 4 hours.
To get the number to a connected state, we will need to 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:
- Availability to receive the OTP (6-digit PIN code) in the phone number chosen
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 webhook status and response received
- the API request made
- the API response received
- the timestamp
- any other relevant information that will help
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 webhook URL status and response received
- any other relevant information that will help (details of missed messages, etc)
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)
If you cannot send or receive messages of a connected number, you always need to check 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:
- any other relevant information that will help
Display name approval is a trial-and-error process until we can get a desired outcome. If you apply for a display name change, we will submit the display name to WhatsApp in up to 24 hours. Usually, an outcome takes 6-12 hours. Each subsequent review takes an additional 6-12 hours.
Minimum information required when creating a ticket:
- What is the desired display name
If you have a query about Payment Methods, Invoicing or Pricing, the Finance team will get back to you within 2 working days.
If you want to change your Integration Partner, you should submit a Partner Change Request. Before filing a ticket, please read the documentation carefully.
If you get an error in the 360dialog Hub UI or Partner Hub API please create a ticket and we will respond in up to 24 hours.
Minimum information required when creating a ticket:
- Details about the error
- Screenshot of the error
- Steps to reproduce the error
Each partner user can access their own tickets and include tickets that were created by other partner users:
When viewing the message thread in the support ticket preview, there are avatars for the reporter and anyone commenting from the client's side (e.g. in case a different partner user comments), as well as the date and the timestamp for each message.