WhatsApp common issues

Start with the symptom below. For a first connection, follow Connecting WhatsApp and check the Requirements.

Meta says the number is already registered

Check whether the number is in the regular WhatsApp app, the WhatsApp Business app, or an existing API provider. Even an unfinished business profile can follow completed phone registration.

Send Octocom the exact error and the number's current setup. An app number and a provider migration need different procedures. Do not delete the account or repeatedly register it in different products while troubleshooting. Simultaneous use of the Business app and API requires a supported coexistence setup; do not assume it is enabled for your connection.

The business portfolio or WhatsApp account is missing

Confirm that the Facebook account used in the login has full admin access to the owning Meta Business Portfolio and access to the intended WABA. Check that the correct portfolio was selected and that the WhatsApp account was shared with Octocom. A Page role alone is not enough.

Retry the login with the authorized admin and grant access to the intended account. If Meta shows an account restriction or verification requirement, resolve that in Meta's business settings. Avoid creating duplicate portfolios or WhatsApp accounts to work around missing access.

The SMS or verification call does not arrive

Check the country code and number. Confirm that the SIM or line is active and can receive the selected verification method. For calls, check IVR menus, forwarding, spam blocking, and whether international calls can reach the line.

Use the alternative verification method if Meta offers one. Respect any retry timer shown by Meta rather than requesting codes repeatedly. Enter the code only in Meta's signup screen; do not send it to support.

Facebook login finishes, but the number is missing in Octocom

Return to the correct Octocom business and open Settings → Channels → WhatsApp. A completed login is not enough to confirm that phone registration and connection succeeded.

Check that you finished the full signup and shared the WABA containing that number. If it remains missing, send Octocom the error or final screen, business name, phone number, and time of the attempt. If available, include the WABA ID and phone number ID from WhatsApp Manager. Support can check registration and webhook setup.

The number is connected, but the AI does not reply

1. Check the per-number switch under Connected phone numbers. Newly connected numbers start disabled; enable the intended number in the correct business.
2. Send a fresh message from another WhatsApp account and allow for the configured Reply delay.
3. Check whether the message appears in Octocom. If it does, inspect the conversation's status and human escalation settings. A conversation handed to a human may correctly wait for an agent.
4. If the message is missing, check that you sent it to the correct number and business. Send support the test time and destination number so the inbound connection can be checked.
5. If a reply fails to send, capture the exact delivery error and check WhatsApp Manager for restrictions or billing requirements. Follow Meta's messaging requirements if the error says the reply is outside its allowed messaging window. Changing Octocom's Reopen window does not change Meta's sending rules.

If the page says Routed through Zendesk or Routed through Kustomer, phone numbers and accounts are managed in that help desk. Investigate the help desk's WhatsApp connection as well as Octocom's handling settings.

Messages appear under the wrong business

Check the business selected during connection and the per-number reply settings. A shared WABA can expose several numbers to more than one connected Octocom business. Enable each number only in the business that should handle it. Contact support if an existing connection needs to be reassigned.

Meta shows pending review, a rejected name, or a restriction

Open WhatsApp Manager or Meta's business settings and follow the specific review or verification request. Check the submitted business information and display name against the public business identity. Share the exact Meta message with Octocom if you need help interpreting it.

Phone verification, business verification, and display-name review are different checks. Repeating phone verification does not resolve an unrelated business review or policy restriction. Keep launch plans conditional on a successful inbound-message and reply test.

What to send support

Include the Octocom business, destination phone number with country code, exact error or screenshot, time of the attempt with timezone, and whether the number is new, app-registered, or connected through another provider. For message-delivery issues, include the Octocom conversation link if one exists.

Never share passwords, access tokens, SMS codes, or two-step verification PINs. Crop or redact credentials from screenshots.