FAQ
General Questions
What is the 360dialog Partner Hub?
The 360dialog Partner Hub is a centralized platform that allows partners to manage their WhatsApp Business API clients, subscriptions, and billing in one place.
How do I become a 360dialog Partner?
To become a partner, you need to sign up through the 360dialog Partner Program and complete the onboarding process.
What are the benefits of being a 360dialog Partner?
Partners gain access to exclusive pricing, a dedicated partner dashboard, priority support, and the ability to manage multiple client accounts efficiently.
Account & Access
How do I log in to the Partner Hub?
You can log in to the Partner Hub at hub.360dialog.com using your registered email and password.
Can I add multiple users to my Partner Hub account?
Yes, you can invite team members within the Users Management section of the Partner Hub.
How do I reset my password?
If you forgot your password, use the Forgot Password option on the login page to reset it.
After an account is created, can I change the phone number?
It is not possible to change a number that is registered to the WhatsApp API. If you need to make a change, you should first register the new number and then cancel the subscription for the incorrect number.
Managing Clients & Numbers
How do I onboard a new client?
You can onboard new clients using the Embedded Signup Flow, available to all 360dialog partners. This allows businesses to register a WhatsApp Business API number quickly. Please check out more in the Integrated Onboarding Section.
Can I manage multiple client numbers under my account?
Yes, the Partner Hub enables you to manage multiple client WhatsApp Business API numbers in one place.
How do I upgrade a client’s subscription plan?
Users can access the License plan change functionality within the WABA Management App in the 360Dialog Hub by clicking on the "Change Plan" button. Please check out more in the How to upgrade section.
How do I downgrade a client's subscription plan?
All existing Partners can downgrade numbers to the regular subscription plan inside the 360dialog Partner Hub. To downgrade a number to the basic plan, please reach out to our support team.
What happens if a client doesn’t pay for their subscription?
If a partner fails to make a payment, their WhatsApp Business API number may be suspended. Partners are responsible for ensuring timely payments to avoid service interruptions.
Support & Troubleshooting
How can I contact 360dialog support?
You can reach out to support directly via the Support Widget in the Partner Hub. In case you have lost access to the 360dialog Partner Hub you can reach out by contacting us at support@360dialog.com. Please keep in mind that we're not able to provide any personal information unless the user is authenticated.
What should I do if my client’s WhatsApp number is not working?
Check the Partner Hub for any status updates or account issues. If unresolved, escalate the issue through the support workflow.
Can I escalate an issue if it’s urgent?
Yes, urgent issues can be escalated through the Support Widget using the “Escalate” option. However, only critical outages qualify for emergency support.
Billing & Invoicing
How is billing managed for my clients?
Billing is handled based on the subscription plans chosen. Partners can choose to either pay on behalf of their clients by choosing Partner Paid when signing up for a partner account or clients can pay directly to us if you have chosen Direct Payment during signup. Please keep in mind that it is required to sign a contract for each Partner Payment model.
Where can I find my invoices?
Invoices can be accessed in the Billing & Invoices section of the Partner Hub.
What payment methods are accepted?
360dialog accepts payments via credit card and bank transfers, depending on the partner’s account setup.
Meta Guidelines
What are the requirements for a business to be approved for WhatsApp?
Compliance with WhatsApp policies and use cases that respect the WhatsApp guidelines. WhatsApp requires compliance with the following:
What are possible reasons why my business might not get pre-approval?
a) You offer or sell
Illegal, prescription, or recreational drugs, including marijuana
Tobacco products and related paraphernalia
Unsafe supplements
Weapons, ammunition, or explosives
Animals
Adult items or services
Alcohol
Adult health items
Real money gambling services
Goods, items, or posts that we determine may be or are fraudulent, misleading, deceptive, or offensive
Items or products with overtly sexualized positioning
Products or items that facilitate or encourage unauthorized access to digital media which do not comply with Facebook's policies
b) Your audience might be younger than 16.
c) You request a phone number for countries or regions where WhatsApp/Facebook do not operate. See the Blocked Countries list below.
Which countries are blocked from using the WhatsApp Business API?
There are some countries that WhatsApp excludes from communicating with WhatsApp for Business numbers. Phone numbers from the following countries are blocked:
Crimea (+7978)
Cuba (+53)
Iran (+98)
North Korea (+850)
Syria (+963)
Donetsk (+7856)
Luhansk (+7857)
Hosting
What are the hosting terms of the WhatsApp Business API account?
The WhatsApp stack consists of
a message gateway that represents the encrypted endpoint (WACORE)
an API-gateway that is used to configure settings and to send and receive messages and (WAWEB)
a database to store messages and files.
Default deployment will happen to Google's Cloud Platform hosting centre in Frankfurt, Germany.
Messaging
Can I access the profile picture (=avatar) of the WhatsApp user?
No, there is no such feature.
Can I use location sharing?
WhatsApp Business API supports location sharing, but real-time location sharing is currently unsupported and will result in “Message type is unsupported”.
Does the server need to access the internet through 80/443 port?
Our servers are working only in HTTP SSL connection on port 443 (standard for HTTPS).
Can my API accounts message another API account?
No, that is not possible. Since the API system is a programming language, accounts that are connected to an API system can only message accounts that are connected to an APP system, and not to another API system.
Prepayment Balance on Partner Level
What is Prepayment Balance on Partner Level?
Partners can add funds to their Prepayment balance to cover the estimated* Conversation-Based-Pricing (CBP) expenses and ensure uninterrupted messaging services to their clients.
*Estimated costs: The precise amount will be determined by Meta's invoice at the end of the month, which will serve as the authoritative record of charge.
Can the Prepayment Balance on Partner Level be used for purposes other than covering messaging services?
No. The Prepayment Balance on Partner Level is allocated for specifically covering CBP expenses. It cannot be utilized for other purposes (monthly license fee per hosted number).
We will deduct the monthly license fee per hosted number on the registered payment method (card). Please note that these are two separate charges.
How is the balance managed for Partners with multiple Partner Accounts?
360dialog calculates balances on a Partner account basis. Meaning that, if a Partner has multiple Partner accounts, they must add funding to each account. Each Partner account has a unique Partner ID.
How does the Prepayment system for Partners work?
For conversation usage, you will be charged according to the following rules.
If you have a remaining amount from any previous usage invoice, we will use it to set your initial balance. To guarantee your service is not disrupted, we will ensure you have at least 500 EUR/USD as an initial balance, so we may trigger a charge for the first time.
From that moment, every conversation of numbers registered under your Partner Hub will be deducted from the balance.
Based on the recharging settings configured on the Billing Portal, we will charge the respective amount on the registered card when the balance falls below the threshold (default is 100 EUR/USD). If the balance does not drop below the threshold, no charges will be issued.
When the balance is less than or equal to 0, an attempt to payment is initiated. We will charge the registered card the negative balance (amount due) plus the auto-renew recharge amount.
If we are unable to charge the registered card within a maximum of 7 days after the balance becomes negative, all the channels registered under this Partner Hub are blocked and unable to send messages. No invoice will be issued if the payment fails.
During the period of account blockage, end customers will receive the following API webhook response:
"Could not send message due to lack of payment. Messaging can resume once overdue invoices towards 360dialog are settled. Please reach out to your integration partner."
When invoices are paid and the outstanding amount received is confirmed by our Finance Team, we will unblock the account and balance will be restored. Please note that this isn't an instant process, so you must ensure 360dialog invoices are paid on time and within the due date, plus to have enough balance to cover for CPB expanses. If you have any questions, our Support Team is available for assistance.
If balance is not added, end customers won't be able to use their WhatsApp Business channels.
How can Partners add funds to their Prepayment Balance?
Partners can add funds to their PrePayment Balance by logging into their 360dialog Partner Account > Billing. Invoices are generated by 360dialog and the credit card attached to the Partner’s account is charged. When successful, funds are added to the Partner's Prepayment Balance.
Partners can enable the auto-recharge and check Invoices history in the same page. The Amount due displays if there is any open balance causing the blocking of the account.
**In the event of any discrepancies between invoices from 360dialog and META, the difference will be reflected in the balance. Refunds are subject to terms and conditions.
How can a Partner add a Payment Method?
Partner can log in the 360dialog Partner Hub > Billing > Add payment details. See our documentation.
How to manage recharge amount settings
You can manage the recharge settings, such as: Balance, Auto-renewal Threshold and Auto-renew Amount in the Partner Hub Billing page. See how to configure this here.
In what currency are Partner Prepayment Balance charges?
Partner is able to pay in the currency of the contract.
In what type of payment method can the partner add funds?
Prepayment on Partner Level only accepts Credit Card Payment.
Are any payment processing fees applied to the prepayment invoices?
Yes, depending on the Partner’s payment method, an additional 4% for credit card payments will be applied.
Can clients directly add funds for their own CBP usage?
No, clients using Partner Payment to send messages must ensure that their solution provider has added sufficient funds to cover their conversation fees expenses.
Can partners request a refund of funds from the Prepayment on the Partner Level?
Refunds from the Prepayment on Partner Level are subject to specific terms and conditions. Please reach out to our Support Team if you require any assistance.
What happens if there is unused balance in the Prepayment on Partner Level?
The excess amount credited will be retained in the account for future usage, unless there are any exceptional circumstances such as contract cancellations.
Can partners transfer funds between accounts?
No, there is no possibility to transfer funds between accounts. Each balance usage and associated funds are managed separately to ensure transparency and accurate billing.
Where can a Partner see their current balance?
It possible to see the Balance or Amount Due in the 360dialog Hub > Billing.
Can partners view a detailed breakdown of their expenses?
The Balance amount is updated daily and can be fetched with the Endpoint provided, however, the detailed breakdown (invoice and reports) will be shared at reconciliation time by the end of the month.
Can partners monitor the usage and spending history of their clients' CBP funds in real-time?
No. The balance is updated daily at 00:00+00 UTC, but it will only reflect the charges for the prepayment balance. For monitoring CBP usage, they will need to wait until the end of the month to see changes in the fund's balance after reconciliation.
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