Troubleshoot common issues with WhatsApp campaigns

In this article, we will help you troubleshoot common issues you might encounter with your WhatsApp Business account or while using WhatsApp campaigns in Brevo. Search this article for the warning message displayed on your platform to find the solution for your issue. 

❌ My WhatsApp Business account didn't get pre-approval

important.png Your account is suspended as it does not abide by WhatsApp commerce policy.

To avoid having your account disabled by WhatsApp, you must comply with WhatsApp Business and Commerce Policies but also follow the best practices for sending WhatsApp messages. If WhatsApp Business and Commerce Policies are not respected, your access to the WhatsApp Business Platform may be restricted or disabled by WhatsApp. 

Your business might not get pre-approval if:

  • You offer or sell goods and services regulated or restricted by WhatsApp
    Examples of goods and services regulated or restricted by WhatsApp
    • Illegal, prescription, or recreational drugs, including marijuana
    • Tobacco products and related paraphernalia
    • Unsafe supplements
    • Weapons, ammunition, or explosives
    • Animals
    • Adult items or services
    • Alcohol
    • Adult health items
    • Real money gambling services
    • Goods, items, or posts that we determine may be or are fraudulent, misleading, deceptive, or offensive
    • Items or products with overtly sexualized positioning
    • Products or items that facilitate or encourage unauthorized access to digital media which do not comply with Facebook's policies
      💡 Good to know
      To have a detailed list of products you are not allowed to sell through the WhatsApp Business Platform, check the WhatsApp Commerce Policy.
  • Your audience might be younger than 16.
  • You requested a WhatsApp Business account using a phone number from a country or region blocked by WhatsApp. The following countries and regions are excluded from communicating with WhatsApp for Business numbers:
    • Crimea (+7978)
    • Cuba (+53)
    • Iran (+98)
    • North Korea (+850)
    • Syria (+963)
    • Venezuela (+58)

🟢 How can I resolve this issue? 

If your WhatsApp Business Account has been suspended because it doesn't meet WhatsApp's Commerce Policy for digital and subscription services

  1. Check WhatsApp Commerce Policy for digital and subscription services to make sure you respect them. 
  2. Make changes if necessary. 
  3. Request another review

❌ Your account has been disabled or blocked by Meta 

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Unfortunately, Meta blocked your account and we couldn't unlock it. Find out why your account is locked and how to unlock it.

While using WhatsApp to interact with your customers can improve user experience, some activities such as spam, or failure to follow the rules imposed by Meta may result in account suspension. The most common reasons for account disablement are: 

  • Sending bulk messages to many contacts with automation tools. 
  • Sending spammy advertisements or excessively promotional messages with numerous links that can be marked as low-quality content. 
  • Being reported or blocked by customers. 
  • Violating WhatsApp guidelines such as selling prohibited goods and services, using offensive language, or disseminating false news. 

🟢 How can I resolve this issue? 

Ensure you've read and understand WhatsApp Business and Commerce Policies, and that you follow the best practices for sending WhatsApp messages. If your account is temporarily disabled, it will be unlocked in a day.

However, if your account has been disabled for more than one day:

  1. Access your WhatsApp Business Manager account.
  2. Under your WhatsApp Business account information, check the reason why your account has been blocked. 
  3. Follow the instructions provided by Meta to resolve the issue.
    wa_resolve-disabled-account_EN-US.png
  4. Wait for your account to be unblocked. If your account is still blocked after resolving the issue,  contact the WhatsApp support team via this email address: smb_web@support.whatsapp.com.

❌ My WhatsApp Business Display/Account name has been rejected

important.png We can't schedule a campaign because your WhatsApp Business Account name was not approved. 

If your name is rejected by Facebook, you are not allowed to schedule WhatsApp campaigns. 

🟢 How can I resolve this issue? 

Ensure your display name respects the WhatsApp Business Display Name guidelines. You can then submit another WhatsApp Display Name review. To do so: 

  1. Go to your WhatsApp Business Manager account > Security Center.
  2. Click View details.
  3. Click Edit.
  4. Change any information you want and complete the business verification process. Provide the necessary documents to verify your updated business information and prove your association with the business by receiving a verification code at your email address, phone number, or domain verification. 
❗️ Important
After editing your business details, you must complete the business verification process again. You may be asked to provide documents to confirm your updated business details, such as proof of your business's legal name, physical address, or phone number.

❌ My phone number is already used on WhatsApp Messenger or Business app

important.png This number is already registered on WhatsApp. In order to use it with Brevo, you need to move the phone number from WhatsApp to the WhatsApp Business Platform. 

You cannot use the same number on your WhatsApp Business Platform and regular WhatsApp accounts. The process of associating a phone number to the WhatsApp Business Platform blocks that number from being used for a regular WhatsApp account. 

🟢 How can I resolve this issue? 

Migrate your phone number registered with WhatsApp Messenger or WhatsApp Business App to use it with WhatsApp Business Platform. To learn how to migrate your phone number, check our dedicated article Migrate your WhatsApp phone number to WhatsApp Business Platform.

❌ My phone number is not registered on my WhatsApp Business Account

important.png We can't schedule a campaign because we don't have a phone number for your account.

If you did not register your phone number during the embedded signup, you won't be able to schedule WhatsApp campaigns in Brevo. 

🟢 How can I resolve this issue? 

You have to start the embedded signup process again to register your phone number. Follow all the steps from the Link your WhatsApp Business account to Brevo article. 

Credit line is linked to another payment method

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The credit line for your WhatsApp Business Account is linked to another payment method.

To use Brevo as your Business Solution Provider (BSP), our credit line has to be used to pay for your use of WhatsApp.

🟢 How can I resolve this issue? 

If you registered another payment method before on your WhatsApp Business Manager, you have to unlink it: 

  1. Go to WhatsApp Business Manager > Payment settings.

  2. In the Payment method section, find the payment method to remove and click the three-dot icon next to it.

  3. Click Remove.

  4. In the Remove payment method section, click Remove.

  5. Click Done.

  6. Select Credit lines

  7. Remove your already associated credit line from this page.

⏭ What's next?

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.

If you’re looking for help with a project using Brevo, we can match you with the right certified Brevo expert partner.

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