Cloud API

Troubleshooting

This document explains how to troubleshoot problems you may encounter while using the API.

Message Not Delivered

Possible Reasons

  • The customer did not come online during the 30 day window where we hold messages for offline customers.
  • The customer has blocked the business.
  • The customer is in a restricted or sanctioned country.
  • The customer has not accepted our new Terms of Service and Privacy Policy.
  • The customer is using an old version of WhatsApp. Customers should use the following version or greater:
    • Android: 2.21.15.15
    • SMBA: 2.21.15.15
    • iOS: 2.21.170.4
    • SMBI: 2.21.170.4
    • KaiOS: 2.2130.10
    • Web: 2.2132.6

How to Debug

Contact your customer by some other means and ask them if they are able to send a message to your business phone number.

Country Restrictions

Businesses in Cuba, Iran, North Korea, Syria, and three sanctioned regions in Ukraine (Crimea, Donetsk, Luhansk) are not eligible to use the WhatsApp Business Platform.

WhatsApp Messenger (WhatsApp) and WhatsApp Business app users in Cuba, Iran, North Korea, Syria, and three sanctioned regions in Ukraine (Crimea, Donetsk, Luhansk) are not eligible to receive messages sent via the WhatsApp Business Platform.

Businesses in Turkey can use the platform, but app users in Turkey cannot receive messages sent via the API.

Error Code 2 - API Service

When we update the API, you may experience up to 5 minutes of downtime. During this period of time, the service is unavailable. We try to make these updates with minimal disruption to businesses, but you may end up being affected

How To Debug

We suggest that you wait 5 minutes and try to make the API call again.

Authentication and Authorization Errors

These errors are returned when there was a problem with the access token you are using for the API call.

How To Debug

You can directly paste the access token you are using into the Access Token Debugger. Then, check if you have selected the whatsapp_business_management and whatsapp_business_messaging permissions.

If your token doesn’t have access to the permissions, you need to generate a new one. While generating the token, make sure to select:

  • The Meta app you are using for the API calls
  • The following permissions: whatsapp_business_management and whatsapp_business_messaging