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  1. Onboarding
  • Guides
    • Onboarding
      • Quick Start: Sending Your First WhatsApp Message
      • Understanding the WhatsApp Business Platform
      • Prerequisites: What You Need Before You Begin with SendZen
      • Creating and Verifying Your Meta Business Account
      • Navigate Meta Business Manager from SendZen (via My WABA → View Status)
      • Inviting Team Members and Assigning Roles
      • Registering Your Phone Number for the WhatsApp Business API
      • Choosing and Connecting a Phone Number: New vs. Existing Numbers
      • Common Onboarding Issues and How to Resolve Them
      • How to Increase Your Messaging Limits
      • Managing Payments and Billing
      • Why Was My Display Name Rejected?
      • Start Verification Button Greyed Out? Here’s What to Do
      • Migrating Your Number from Another Business Solution Provider (BSP)
  1. Onboarding

Common Onboarding Issues and How to Resolve Them

WhatsApp onboarding is powerful but sometimes frustrating because Meta controls the approval systems (number activation, verification, display name, templates, limits).
This guide lists the most common onboarding issues SendZen users face and the fastest way to resolve them — starting from SendZen.

First step for every issue (always start here)#

1.
Log in to SendZen
2.
Go to My WABA
3.
Click View Status
4.
Use the Meta-connected links shown there:
Business Manager (verification, business info, users/access)
WhatsApp Manager (phone numbers, templates, quality rating, limits)
✅ This ensures you troubleshoot in the correct WABA/Business Manager context.

1) OTP not received (SMS/Voice verification fails)#

Symptoms#

SMS never arrives
Voice call never comes
Meta keeps showing “Try again later”

Most common causes#

IVR/call routing is enabled on the number
Number cannot receive international OTP/calls
Incorrect number format (country code)
Carrier blocks automated messages
Meta rate-limited retries

Fix#

Disable IVR/call routing temporarily
Try switching SMS ↔ Voice
Double-check number format and country code
Wait 10–15 minutes before retrying
Test the number by receiving a normal SMS/call from another phone

2) “Number already in use” / “This number is on WhatsApp”#

Symptoms#

Meta refuses registration
You see messages like “This number is already connected to WhatsApp”

Why it happens#

The number is active on:
WhatsApp personal app, or
WhatsApp Business App, or
already registered on WhatsApp Business Platform under another provider

Fix (choose the correct path)#

If number is on WhatsApp Business App and you want both app + API:
→ use Co-existence
Read: WhatsApp Co-existence
If you want API-only:
→ remove the number from the app first, then register again
If number is already on API with another BSP:
→ you need migration
Read: Migrating Your Number from Another BSP

3) Number registration is pending / stuck / not “Ready”#

Symptoms#

OTP succeeded but status stays Pending/Processing
SendZen shows number not ready yet

Why it happens#

Meta sometimes takes time to activate/approve number registration.

Fix#

In SendZen → My WABA → View Status, refresh after a few minutes
Open WhatsApp Manager link and check phone number status there
Wait and retry — timing depends on Meta
Note: Phone number registration/activation is controlled by Meta. Delays are normal sometimes.

4) “Start Verification” button is greyed out in Meta#

Symptoms#

You go to Business Verification and can’t click Start
Meta UI shows disabled verification controls

Common causes#

Business Info incomplete (name, address, website missing)
Business Manager not eligible yet
Missing required assets or permissions

Fix#

Complete Business Info in Meta
Ensure you are logged in as Admin
Try again after updating the details
Read: Start Verification Button Greyed Out?

5) Display name rejected#

Symptoms#

Display name status shows rejected or “Needs changes”
You don’t know why

Common causes#

Not matching your real-world branding (website mismatch)
Too generic (e.g., “Support”, “Sales”)
Contains restricted terms (“Official”, “Bank”, “Gov”, etc.)
Weird formatting (ALL CAPS, emojis, symbols)

Fix#

Use a simple brand-aligned name: BrandName or BrandName Support
Ensure your website shows that brand name clearly
Resubmit and wait for review
Read:
Display Name Guidelines
Why Was My Display Name Rejected?

6) Templates rejected or stuck in review#

Symptoms#

Template rejected with vague reason
Template pending for long time
Template can’t be used for messaging

Common causes#

Promotional language or misleading claims
Missing variables or wrong format
Content violates WhatsApp policies
Wrong category selection

Fix#

Keep templates clear, consent-based, and transactional
Avoid “spammy” content
Resubmit with small, policy-friendly changes
Read: Managing Message Templates

7) Messages failing even though number is connected#

Symptoms#

API call succeeds but delivery fails
Error says template required or payment required
Delivered rate is zero

Common causes#

You’re sending business-initiated messages without a template
Billing/payment is not configured
Messaging limits/tier restriction
Quality rating issues

Fix#

Try sending within a customer-initiated conversation window (if applicable)
Use approved templates for business-initiated messages
Confirm billing is active
Check quality rating and tier in WhatsApp Manager
Read:
Managing Message Templates
Managing Payments
Increasing Messaging Limits
Monitoring Account Quality

8) Wrong Meta account / wrong Business Manager opened#

Symptoms#

Meta links open but you can’t see your WABA
You see “No access” or empty WhatsApp accounts

Why it happens#

You are logged into Meta with a different user than the one that owns the Business Manager.

Fix#

Log out from Meta
Log in with the correct Meta account (the one used during SendZen onboarding)
Then go back to SendZen → View Status and click the link again

9) Teammate can’t see phone number or templates#

Symptoms#

Teammate can access Meta but can’t see WhatsApp assets
Templates section is missing

Fix#

In Meta Business Settings, assign them access to:
WhatsApp Account (WABA)
Phone number permissions (if needed)
Read: Inviting Team Members and Assigning Roles (via SendZen)

Final note (important)#

Many onboarding steps (number activation, display name approval, verification, template review) are controlled by Meta. If something is pending, it may simply need time. Always confirm status from SendZen → My WABA → View Status, then check Meta using the connected links.
Modified at 2025-12-20 10:48:00
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Choosing and Connecting a Phone Number: New vs. Existing Numbers
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How to Increase Your Messaging Limits
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