Support

This document describes support channels available to solution providers, troubleshooting tips, and resources you may need to provide to onboarded customers.

Support Channels

Solution providers have access to all support channels. See Support.

Business Phone Numbers

Migrating Business Phone Numbers

• Migrating Phone Numbers Between WhatsApp Business Accounts via Embedded Signup
• Migrating Phone Numbers from On-Premises API to Cloud API
• Migrating Phone Numbers from Cloud API to On-Premises API

Troubleshooting

Onboarded business customers can't send messages

There may be situations where business customers can't send messages after completing the Embedded Signup flow. The following checks may help resolve this issue:

• Verify that a valid payment method is attached to the WhatsApp Business Account. If there isn't a payment method attached (either a credit line for business customers onboarded via a Solution Provider, or a credit card for customers onboarded via a Tech Provider or Tech Partner), the customer will be unable to send template messages.
• Check if a different business phone number was registered as part of the onboarding process. If this is the case, you must register the problematic number for use with Cloud API.
• Check if the WhatsApp Business Account has been disabled. We automatically disable WhatsApp Business Accounts that violate our policies, so this may be the reason.

Feature Requests

Your suggestions are valuable in helping us continue to improve our platform and meet your needs. To request a feature, submit a Direct Support ticket or platfom bug report.

Please provide as much detail as possible about the feature you're requesting. Include a clear description of the feature, its intended use, and any relevant use case examples. If you have any supporting documentation, images, or other resources related to the feature, include them as well.

We will review your request and may reach out to you for further clarification. Thank you!