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Troubleshooting WhatsApp connections

This page lists the WhatsApp problems we see most often, for numbers on the full Cloud API and for Coexistence numbers. Each entry follows the same pattern: what you notice, why it happens, and how to fix it.

Quick checks first​

Before you dig into a specific case, check these three things:

  1. Channel status. Open Settings > Connected Channels in SendSeven. The WhatsApp channel should show as connected. A channel marked Disconnected or Action required needs attention before anything else.
  2. A live test. From a personal phone, send a message to your business number, then reply from SendSeven. Note the time of your test, so we can trace it if you contact support.
  3. Which setup you use. A Coexistence channel shows a Coexistence label in Settings > Connected Channels. Some problems below only apply to one of the two setups.

When a message fails, SendSeven keeps Meta's reason on the message. Through the API, the message.failed webhook carries it in meta.error and meta.error_code. The error codes on this page are Meta's codes as they appear there.

Incoming messages do not arrive​

Nobody has written to the number yet​

Symptom: The channel is connected, but the inbox stays empty.

Cause: SendSeven only shows conversations that start after the connection (plus imported history on Coexistence numbers). A new number receives nothing until someone writes to it.

Fix: Send a test message from a personal phone. If it shows up, the channel works. If it does not, read on.

Your number still runs with another provider, and that provider gets the messages​

Symptom: You connected a number that was already in use with another WhatsApp provider. Sending from SendSeven may work, and delivery and read receipts may come in, but customer messages never reach SendSeven. They keep arriving at your previous provider.

Cause: Under Meta's new account model, one number (its WhatsApp account) can be shared with several providers, and each provider works through its own Messaging account. When several providers share a number, Meta's Conversation Routing decides which one receives each incoming conversation. Routing is set per entry point:

Entry pointWhat it covers
ServiceCustomers writing to you on their own. This is most of your incoming traffic
Click to WhatsAppChats started from a Click-to-WhatsApp ad
Utility ResponseReplies to your utility templates
Marketing Message ResponseReplies to your marketing templates
CallsIncoming WhatsApp calls

Each entry point has one primary provider that receives the conversation. When you add SendSeven to a number that already has a routing setup, Meta keeps the existing setup. Your previous provider therefore stays primary, and SendSeven receives nothing until you change it.

Fix: First decide whether you want to keep your previous provider.

  • You are leaving your previous provider: delete the old WhatsApp Business account and connect the number again. This is the clean path and the one we recommend. See Leaving your previous provider: delete the old account.
  • You want to keep your previous provider for now: set SendSeven as the primary in Conversation Routing, as described below.

Only removing the previous provider's access to the number, without deleting the old account, does not reliably fix this. Meta does not pick a new primary automatically when a provider is removed, so the gap can remain.

Keeping your previous provider: set Conversation Routing

  1. Open Meta Business Suite with an account that has full control over the business portfolio that owns the number.
  2. Go to your business settings and open the WhatsApp account that holds the number (the account for the number itself, not a Messaging account). Look for the option to manage Conversation routing. Meta does not publish an exact menu path, and the layout can differ while Meta rolls out the new model.
  3. Set SendSeven as the primary for Service. Set it for Click to WhatsApp, Utility Response and Marketing Message Response as well if SendSeven should handle those chats. Leave Calls with the provider that handles your calls.
  4. Save, then send a test message from a personal phone. New conversations now arrive in SendSeven.
  5. If you later stop working with the previous provider, change the routing first and remove its access only after that, so it can no longer deregister the number or take conversations.

If the routing option does not appear, check that your user has full control over the WhatsApp account. Meta only offers the option for accounts that are already on the new account model. If it is still missing, open a support request with Meta from Meta Business Suite (Meta Direct Support), choose the topic for the new account model on the WhatsApp Business Platform, and ask Meta to set SendSeven as the primary for Service on your number. You can also contact us and we help you prepare the request.

note

Conversation Routing is new and Meta is still rolling it out. For background on the new account model, see Number already runs with another provider.

Leaving your previous provider: delete the old account​

Symptom: Your number was with another WhatsApp provider before. Connecting it to SendSeven fails, the number keeps showing up with the old provider's account, or messages still go to the old provider.

Cause: The number is still held by the WhatsApp Business account (WABA) you used with the previous provider. As long as that account exists, it keeps a claim on the number.

Fix: If you no longer need the previous provider, delete the old WhatsApp Business account and then connect the number fresh. In our experience this solves most problems with numbers that come from another provider.

  1. Check what you lose. Deleting the old account removes its templates, its message history and settings with the previous provider, and that provider's access to the number. Export anything you want to keep first. The number itself is not lost, but you need to verify it again by SMS or voice call when you connect it.
  2. Delete the old WhatsApp Business account that holds (or held) the number. If it sits in your own business portfolio, delete it in Meta Business Suite. If it sits in the previous provider's portfolio, ask the provider to delete it or to release the number.
  3. Wait. Meta keeps showing the number in its signup window for a while after the deletion. Wait until the number no longer appears in the signup window before you continue. Connecting too early is the most common reason this step seems not to work.
  4. Connect the number in SendSeven again under Settings > Connected Channels > Connect WhatsApp. Because the number is no longer active anywhere, choose Not for business yet. In Meta's window, create a new WhatsApp Business account, add the number and confirm it by SMS or voice call.
  5. Create your templates again in SendSeven and submit them for review, and add a payment method to the new account (see 131042).

Sending fails with 131070​

Symptom: A reply from SendSeven fails with error 131070, and Meta reports that another app is controlling this thread.

Cause: This is the sending side of the same routing setup. Another provider owns this conversation, so SendSeven cannot answer in it.

Fix: Set SendSeven as the primary for the entry point in Conversation Routing, as described in the section above.

Coexistence: another provider is still connected in the WhatsApp Business app​

Symptom: You connected a Coexistence number, but some or all incoming messages go to a tool you used before.

Cause: A number in the WhatsApp Business app can still be connected to a previous provider through the app. That provider then takes part in routing too.

Fix:

  1. In the WhatsApp Business app, open Settings > Account > Business Platform.
  2. Check which providers are listed. Disconnect any provider you no longer use. Do not remove SendSeven.
  3. If both should stay connected, set the routing in Meta Business Suite as described above.

Coexistence: the channel shows "Action required"​

Symptom: Right after connecting a Coexistence number, the channel shows Action required instead of connected, and nothing comes in.

Cause: Meta's setup did not finish, for example because the dialog was closed early or the confirmation on the phone did not complete.

Fix: Make sure the number is active and logged in in the WhatsApp Business app, then start the connection again in Settings > Connected Channels and follow Meta's dialog until it reports success, including the code or QR step on the phone. If it still does not complete, wait a while and try again later (see Coexistence: connecting fails or hangs).

Coexistence: the number was disconnected​

Symptom: A Coexistence channel suddenly shows Disconnected.

Cause: Either the WhatsApp Business app was not opened on the primary phone for about 14 days, or someone removed SendSeven under Settings > Account > Business Platform or offboarded the number in Meta Business settings.

Fix: Run the full connection flow again from Settings > Connected Channels. A simple reconnect does not restore a number Meta has disconnected. To avoid the timeout, open the WhatsApp Business app on the primary phone at least every 13 days.

Coexistence: a message shows up in the app but not in SendSeven (131060)​

Symptom: The WhatsApp Business app shows a message that SendSeven does not, and Meta reports error 131060.

Cause: Either a customer writes for the first time (often after tapping a Click-to-WhatsApp ad) and the message arrives a few seconds later, or the customer uses a companion device Coexistence does not support, such as WhatsApp for Windows or Wear OS.

Fix: Wait a few seconds for first messages. For unsupported devices, read and answer the message in the app.

Connecting the number fails​

Don't have a number yet, or just want to test?​

You do not need your own SIM card or phone number to get started. Meta can give your business a number:

  1. Start the connection in SendSeven under Settings > Connected Channels > Connect WhatsApp.
  2. In Meta's signup window, go to the Phone number step and open the dropdown.
  3. Choose Use a display name with a virtual number instead (instead of Enter a new phone number).
  4. Enter the display name customers should see and finish the signup.

Meta then provides the number, and you use it in SendSeven like any other WhatsApp number. This is also the quickest way to try WhatsApp in SendSeven without touching a number you already use.

Two-step verification PIN set by another provider​

Symptom: Connecting a number that ran with another provider or platform fails, often with an error that does not mention the cause, or SendSeven asks for a PIN you do not know.

Cause: Your previous provider protected the number with a six-digit two-step verification PIN. Meta needs that PIN to register the number again.

Fix:

  • Ask your previous provider to turn off two-step verification for the number, or to give you the PIN. Enter the PIN when SendSeven asks for it.
  • If you have access to the account in WhatsApp Manager, you can set a new PIN yourself in the phone number's settings under Two-step verification, then enter that PIN in SendSeven.
note

Meta is phasing out the PIN for eligible Cloud API numbers and rolls this out gradually. If WhatsApp Manager no longer shows a two-step verification option for your number, it is already eligible and has no PIN to remove.

"This number is still connected in the WhatsApp Business app"​

Symptom: You chose to connect a new or migrated number, and setup stops with this message.

Cause: The number is still active in the WhatsApp Business app on a phone. Meta does not allow a full API connection for such a number.

Fix: Either connect it with Coexistence (run the wizard again and choose With the WhatsApp Business app, then Yes, keep the app on the phone), or delete the account for this number in the WhatsApp Business app's settings, wait a few minutes, and connect again. See Switching later.

The number is not active in the WhatsApp Business app​

Symptom: You chose Coexistence, and setup reports that the number is not on the WhatsApp Business app.

Cause: Coexistence only works for numbers that are active in the WhatsApp Business app (version 2.24.17 or later) on the primary phone.

Fix: Install or update the WhatsApp Business app and register the number there, or connect the number to the full API instead.

Coexistence: connecting fails or hangs​

Symptom: Connecting a number with Coexistence fails with an unclear error, or Meta's window hangs, although the number is active in the WhatsApp Business app.

Cause: Meta needs time on its side to prepare the number for Coexistence. Attempts in quick succession often fail even when everything is set up correctly.

Fix: Wait a while, then start the connection again from Settings > Connected Channels. Do not retry over and over in a short time. A later attempt usually succeeds without any other change. If it still fails after waiting, contact us.

Phone number not verified (2593005)​

Symptom: Setup stops because the phone number has not been verified.

Cause: Meta requires a one-time verification by SMS or voice call before a number can use the Cloud API.

Fix: Open WhatsApp Manager, select the number and complete the verification. Then run the connection again.

"No WhatsApp Business Account found"​

Symptom: Meta's signup window closes and SendSeven reports that no WhatsApp Business Account was found.

Cause: Usually the window was closed before a business portfolio and number were selected, or your user has no admin access to the account that owns the number.

Fix: Run the connection again and finish every step in Meta's window. Make sure you have admin rights in the business portfolio that owns the number. If you do not, use the wizard's hand-over options to send a secure connect link to a colleague who does.

EU local storage was not applied​

Symptom: You chose to store message data in the EU, but the channel shows that local storage is off.

Cause: Meta did not accept the storage request for this number (Meta reports this as error code 100 with a note about data localization). SendSeven then completes the connection without local storage, so your channel still works. Local storage is not available for Coexistence numbers, and numbers moved from another provider keep the setting made there.

Fix: None is needed to use the channel. Meta only lets the storage location be set while a number is registered, so changing it later requires connecting the number again as a new registration. Contact us if you need EU storage on a number where it was not applied.

Moving a number in one step (classic migration)​

Symptom: You want to move a number from another provider to SendSeven entirely, and the move keeps failing.

Cause: The number is still tied to the old provider: two-step verification is on, or the number is still registered in the old provider's account.

Fix:

  1. Turn off two-step verification for the number at your previous provider (see above).
  2. Connect the number in SendSeven under Settings > Connected Channels > Connect WhatsApp, choosing Through another provider or API.
  3. If the move still fails, delete the old WhatsApp Business account, wait until the number no longer appears in Meta's signup window, and connect again. See Leaving your previous provider: delete the old account for the full steps and what you lose.

With Meta's new account model, moving a number is increasingly replaced by sharing it: you add SendSeven next to your current provider, test, and switch routing. That suits a gradual move. When you are done with the previous provider, deleting its old account is still the cleanest way to finish. See Number already runs with another provider.

Sending fails​

No payment method on the SendSeven Messaging account (131042)​

Symptom: Messages fail with error 131042, which Meta describes as a payment or eligibility problem.

Cause: When you connect a number that already runs with another provider, Meta creates a separate Messaging account for SendSeven. Meta charges paid messages to the Messaging account of the provider that sends them, and a new Messaging account has no payment method. The payment method on your previous provider's account does not carry over.

Fix: In Meta Business Suite, open the Messaging accounts tab, select the account created for SendSeven and add a payment method. Then send the message again. Meta's fees are billed by Meta and are separate from your SendSeven plan.

The 24-hour window has closed​

Symptom: A free-form message is rejected, and the SendSeven API answers with VALIDATION_ERROR and a note that the 24-hour window has expired.

Cause: Outside 24 hours after the customer's last message, WhatsApp only allows approved templates.

Fix: Send a template instead. See 24-Hour Messaging Window and Send a Template Message.

Templates are missing after connecting​

Symptom: Templates you used with your previous provider are not available in SendSeven.

Cause: Templates belong to a Messaging account. A number shared with SendSeven gets a new Messaging account, so templates do not move over.

Fix: Create the templates again in SendSeven and submit them for review, or adopt one from the Meta Template Library. See Understanding Templates.

The WhatsApp account is locked (131031)​

Symptom: All messages fail with error 131031.

Cause: Meta has restricted or disabled the account, usually after policy violations or a failed check.

Fix: Check the account status and any notices in WhatsApp Manager and follow Meta's request for review. SendSeven cannot lift the restriction.

Messaging limits and quality rating​

Symptom: A campaign stops partway, recipients are skipped, or Meta reports that a limit was reached.

Cause: Meta limits how many people a number can reach with templates in a rolling 24 hours, based on its tier, business verification and quality rating. The limit belongs to the number, so when several providers share it, they share the headroom too. Low quality ratings can also pause individual templates.

Fix: Spread large sends over time, verify your business in Meta Business Suite, and keep quality high with real opt-ins. See Verify Your Business and Understand Messaging Limits.

Display name not approved​

Symptom: Customers do not see your business name, or WhatsApp Manager shows the display name as pending or rejected.

Cause: Meta reviews each number's display name and can reject names that do not match your business. An unverified business also gets lower messaging limits.

Fix: Check the display name status in WhatsApp Manager and complete business verification in Meta Business Suite.

Coexistence: messages are sent slowly​

Symptom: On a Coexistence number, large bursts go out with a delay.

Cause: Coexistence numbers send at most 20 messages per second. SendSeven paces sends to stay under that limit, so nothing is rejected.

Fix: Nothing is lost. For large campaigns, allow more time or use a full API number, which sends 80 messages per second by default.

Coexistence: chat history is missing​

Symptom: After connecting with Coexistence, older chats are missing, or SendSeven reports that history import is not available. Meta answers a late import request with error 135000.

Cause: Meta offers the history import only once, within about 24 hours of the first connection, and only for up to 180 days of history. Reconnecting does not start a second import.

Fix: Do not reconnect in the hope of a second import, because it interrupts the channel without bringing history back. If chats inside the import window are incomplete, contact us with the number and one or two affected chats.

Reconnect or connect again?​

A Reconnect in Settings > Connected Channels renews SendSeven's access to an existing connection. It does not help when Meta itself has removed the number from SendSeven, for example after a Coexistence timeout, after someone removed SendSeven as a partner, or after another provider deregistered the number. In those cases, run the full connection flow again.

Meta error codes on this page​

CodeMeaningSection
100 (data localization)EU local storage request not acceptedEU local storage
131031Account locked or restrictedAccount locked
131042Payment or eligibility problemNo payment method
131060Coexistence message not delivered to the APIShows in the app only
131070Another provider controls the conversationSending fails with 131070
135000Coexistence history import no longer availableChat history is missing
2593005Phone number not verifiedNot verified

Still stuck?​

Email [email protected] with your phone number, the channel name in SendSeven, the time of a test message, and any error code you saw.

Next steps​