WhatsApp Onboarding: FAQ & Troubleshooting
Connecting your WhatsApp number to the Cloud API is a straightforward process, but sometimes you might encounter specific issues. This guide will help you troubleshoot the most common problems.
1. What happens when I connect a number that is already on the WhatsApp mobile app?
If your phone number is currently active on the regular WhatsApp consumer app or the WhatsApp Business mobile app, the setup process will migrate it to the WhatsApp Cloud API.
CRITICAL WARNING: This migration is a one-way process. It will permanently delete the entire chat history from your mobile app. You will be asked to confirm this step during the setup. Please back up any important information before you proceed.
2. I'm getting a "Phone number is already registered" error. What does this mean?
This is the most common issue and it usually happens for one of two reasons:
- The number is linked to another WhatsApp Business Account (WABA). This is very common if you have previously used the number for "Click to WhatsApp" ads on a Facebook Page. When you do this, Meta often creates a basic WABA in the background. The new setup cannot take over a number that is already claimed by another business account.
Solution:
- Log in to the Meta Business Manager that owns the Facebook Page the number was linked to.
- Navigate to Business Settings → WhatsApp Accounts.
- Find the WhatsApp Account that has your number.
- Click on WhatsApp Manager, then find the phone number in the list and use the trash icon to delete it.
- Wait for 3-5 minutes for Meta's system to update.
- Return to our platform and try the "WhatsApp Setup" process again. The number should now be available.
3. The setup is asking for a 6-digit PIN, but I didn't receive one. What should I do?
The 6-digit PIN is sent via SMS (or a voice call if you choose that option) to the phone number you are trying to connect.
- Ensure the phone number is correct and the device can receive SMS messages.
- If you are using a landline, you must select the "Phone Call" verification option.
- If you still don't receive the code, you can request it again after the timer on the screen runs out.
4. My account is connected, but it says "Pending". What's next?
After the technical connection is complete, your business must undergo Meta's Business Verification process. This is a separate review by Meta to confirm the authenticity of your business.
- This process can take anywhere from a few hours to several days.
- Monitor your email and your Meta Business Manager for any notifications from Meta that might require your action.
- If your status remains "Pending" for an extended period (more than a week), we recommend contacting Meta's support team directly through the Meta Business Help Center.