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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