WhatsApp Troubleshooting

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Sender Issues

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Sender Stuck in “Creating” or “Pending” Status

Symptoms:

• Sender status shows “Creating” for more than a few minutes
• Sender stuck on “Pending” after completing Meta signup

Solutions:

1. Complete the Meta signup flow
   • Make sure you finished all steps in the Facebook popup
   • You should have seen a confirmation before being redirected back
2. Check that you created a NEW account
   • You must create a new WhatsApp Business Account during signup
   • Selecting an existing account will cause the integration to fail
3. Verify phone number selection
   • Did you click “Add new number” in the Meta popup?
   • Did you select the correct pre-verified number?
4. Wait and refresh
   • Sometimes setup takes a few minutes to complete
   • Refresh the page after 5 minutes
5. Contact support
   • If the issue persists for more than 30 minutes, contact support

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Verification Failed

Symptoms:

• Verification process fails
• Error message about verification timeout

Solutions:

1. Wait before retrying
   • Meta may temporarily rate-limit verification requests
   • Wait 5-10 minutes before trying again
2. Try a different number
   • Some numbers may have issues with Meta’s verification
   • Try using a different phone number
3. Check number type
   • Only “normal” type numbers can be used for WhatsApp
   • SIP or special numbers are not supported

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Sender Shows “Offline”

Symptoms:

• Sender was working but now shows “Offline”
• Cannot send or receive messages

Solutions:

1. Check for policy violations
   • Review any emails from Meta about policy issues
   • High block rates or spam reports can cause offline status
2. Check quality rating
   • Low quality rating can trigger offline status
   • Review your messaging practices
3. Re-authenticate
   • Sometimes the connection needs to be refreshed
   • Contact support for assistance

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Sender Suspended

Symptoms:

• Sender status shows “Suspended”
• Error mentions policy violation

Solutions:

1. Review suspension reason
   • Check the error message for specific details
   • Common reasons: spam reports, prohibited content, high block rates
2. Address the issue
   • Stop any problematic messaging campaigns
   • Review Meta’s commerce policies
3. Appeal the suspension
   • Contact Meta support through Facebook Business Manager
   • Provide evidence of compliance

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Template Issues

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Template Rejected

Symptoms:

• Template status shows “Rejected”
• Rejection reason displayed

Common Rejection Reasons & Solutions:

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Template Stuck in “Pending”

Symptoms:

• Template has been pending for more than 24 hours

Solutions:

1. Wait for review
   • Marketing templates can take up to 48 hours
   • Complex templates may take longer
2. Check for issues
   • Review template content for potential policy issues
   • Ensure sample values are clear and appropriate
3. Create an alternative
   • If urgent, create a new template with different name
   • Use simpler content that’s more likely to be approved

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Template Disabled

Symptoms:

• Previously approved template now shows “Disabled”

Causes:

• Low quality score from customer feedback
• Template received too many blocks or reports

Solutions:

1. Review usage patterns
   • Were you sending to customers who didn’t expect messages?
   • Was the content relevant to recipients?
2. Create a new version
   • Create a new template with improved content
   • Consider more targeted audience selection

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Messaging Issues

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Messages Not Delivering

Symptoms:

• Template messages not reaching recipients
• No delivery confirmation

Solutions:

1. Check phone number format
   • Must be E.164 format: +[country code][number]
   • Examples: +14155551234, +442071234567
2. Verify recipient has WhatsApp
   • The recipient must have WhatsApp installed
   • Number must be registered with WhatsApp
3. Check sender status
   • Sender must be “Online” to send messages
   • Verify in WhatsApp Senders page
4. Review messaging limits
   • New senders have limited daily capacity
   • Check your current tier and limits

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Free-form Messages Failing

Symptoms:

• Can’t send free-form message
• Error about 24-hour window

Solutions:

1. Check the 24-hour window
   • Free-form messages only work within 24 hours of customer’s last message
   • Use a template message instead
2. Verify conversation exists
   • The customer must have messaged you first
   • Check conversation history

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AI Not Responding to Messages

Symptoms:

• Customer messages arrive but no AI response
• Messages appear in conversation but no reply sent

Solutions:

1. Check assistant connection
   • Verify an assistant is connected to the sender
   • Ensure “AI Enabled” is turned on
2. Review assistant status
   • Assistant must be active and properly configured
   • Test the assistant in the test chat interface
3. Check for errors
   • Review conversation for any error messages
   • Check system logs for issues

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Quality & Limits

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Quality Rating Dropped

Symptoms:

• Quality rating changed from High to Medium or Low
• Messaging limits reduced

Causes:

• High block rates
• Spam reports from recipients
• Low response rates

Solutions:

1. Review recent campaigns
   • Check which messages triggered blocks or reports
   • Identify problematic content or audiences
2. Improve targeting
   • Only message customers who expect to hear from you
   • Remove unengaged contacts from lists
3. Review message content
   • Ensure content is valuable and relevant
   • Avoid aggressive or spammy language
4. Wait for recovery
   • Quality rating can improve over time with good practices
   • Focus on quality over quantity

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Hitting Message Limits

Symptoms:

• Can’t send more messages
• Error about daily limit reached

Solutions:

1. Wait for reset
   • Limits reset daily (24-hour rolling window)
   • Plan campaigns within your current limits
2. Improve quality
   • Higher quality ratings unlock higher limits
   • Focus on engagement and avoid blocks
3. Spread out sends
   • Don’t send all messages at once
   • Implement delays in automation flows

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Connection Issues

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Meta Signup Popup Doesn’t Appear

Symptoms:

• Clicking “Login with Facebook” does nothing
• Popup blocked or not loading

Solutions:

1. Allow popups
   • Check browser popup blocker settings
   • Allow popups from the domain
2. Clear cache
   • Clear browser cache and cookies
   • Try in incognito/private mode
3. Try different browser
   • Some browsers have stricter popup policies
   • Chrome or Firefox typically work best

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Redirected Back Without Completing Setup

Symptoms:

• Popup closes but sender not created
• Stuck on step 3

Solutions:

1. Complete all steps
   • The Meta flow has multiple steps
   • Ensure you completed all of them
2. Check for errors
   • Look for error messages in the popup
   • Meta may have rejected the request
3. Retry the process
   • Go back to step 2 and select your number again
   • Complete the Meta signup flow carefully

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Getting Help

If you’re still experiencing issues:

1. Check our status page for any ongoing platform issues
2. Review Meta’s documentation for WhatsApp-specific policies
3. Contact support with:
   • Your sender ID
   • Error messages (exact text)
   • Steps you’ve already tried
   • Screenshots if applicable