Troubleshooting — fixes for common problems

🧭 Troubleshooting & FAQLevel: Beginner⏱ 12 min

🎯 Goal

Solve the most common problems yourself, quickly. Each entry gives the likely cause and the fix.

🧰 What you need

The problem, and a few minutes

Connecting a number

The Facebook popup does not open or stays blank. Allow popups for login.meapi.in, turn off ad-blockers and privacy extensions for the page, or try another browser. You may also see Facebook SDK not loaded yet — check ad-blocker and retry.

“Signup cancelled at … Nothing was connected.” The popup was closed early. Run it again and finish every screen until it closes by itself.

“Your business account was shared without a phone number.” The number step was skipped. Run the signup again and add the number.

“This number is already registered on WhatsApp.” Delete the WhatsApp account on that phone, or use coexistence for a WhatsApp Business app number.

“This business account can’t use coexistence (Meta error #3441047).” The WhatsApp Business account you picked has marketing messages enabled. Run the coexistence signup again and choose Create a new WhatsApp Business account in the popup. See Error 3441047.

Inbox

No messages arrive in the inbox.

Check the number switcher at the top. Is it the right number? With several numbers, try the All numbers tab in the Inbox.
Check the filters above the chat list (status and assignment). Agents may only see chats assigned to them or unassigned, depending on their role.
Check Connection: does it say Connected?
Send “hi” from another phone and wait 10 seconds.
Still nothing? Contact support. The platform’s webhook settings may need a look.

An agent can’t see a number’s chats. The agent isn’t given that number. The owner opens Agents & roles → the pencil (Role and numbers) next to the agent and adds it. See Roles and permissions.

“Window closed — send an approved template instead.” The customer last wrote more than 24 hours ago. Use Send template. See the 24-hour window.

A file won’t send. Attachments need an open window, and must be under 64 MB (images are best under 5 MB).

Templates

Rejected. Read the reason and see Rejection reasons.

Stuck “In review” for over 24 hours. Click Sync from Meta. If it’s still pending, check WhatsApp Manager. Meta sometimes takes up to 48 hours.

“Paused”. Too many blocks or reports. Wait for Meta to un-pause it, and improve targeting and opt-in.

Campaigns

Many failures. Open the campaign report → Why sends failed (grouped by reason):

Not a WhatsApp number: remove those numbers.
Limit reached: you’re over your daily messaging limit. Schedule the rest for tomorrow.
Payment / billing: add a payment method in WhatsApp Manager.
Undeliverable / quality: Meta limits marketing to people who get a lot of it. Retry later or rethink frequency.

A scheduled campaign didn’t send. Check that it’s in Scheduled (not Drafts), that the time was in the future, and that the template is still Approved.

Automation

The bot doesn’t reply.

Is the flow On (published)?
Does the trigger match? Test the exact text in Test.
Is it on this number (Runs on these numbers)?
Did an agent reply recently? The bot pauses for 2 hours after an agent message (12 after a handoff). The contact panel then shows Resume bot instead of Pause bot (2h).
Is another chatbot already holding the chat? Only one chatbot talks at a time.

A step after a delay didn’t send. The 24-hour window had closed. On the message step, pick a template under If the 24-hour window is closed.

AI replies paused. The key failed or the spending cap was reached. See Usage and limits.

WhatsApp Flows, payments, orders

Can’t publish a Flow. Your business must be verified by Meta, and Meta’s validation must pass. Fix the listed errors, then Sync to Meta again.

A payment was made but the flow didn’t continue. The Razorpay webhook is missing or the secret doesn’t match. See Payment links.

Catalog list is empty. The catalog isn’t connected to your WhatsApp Business Account in Commerce Manager. Type the Catalog ID instead.

No push notifications. See Notifications. On iPhone and iPad they only work in the Home Screen app — see Use MeAPI on iPhone and iPad.

Can’t log in. Check the Account owner / Agent tab. Owners use Forgot password?; agents ask their owner.

“Your account signs in at …” or “This account does not sign in here.” Your account came through a reseller or partner with its own web address. Sign in there — the message links to it. The same email and password work.

“This account is paused because of a billing issue with your provider.” Your licence came through a reseller or partner, and their account with MeAPI is unpaid. Nothing is deleted. Contact the company you bought from; access returns as soon as they pay.

A menu item is missing. Agents see only what their role allows; Subscription is owner-only. Ask the owner to change your role in Agents & roles.

“… is not included in your account. Ask your provider to enable this.” Your account came through a reseller or partner, and their package doesn’t include that feature (for example Campaigns, AI, Auto reminders, Appointments or the Sales pipeline). Its menu item is hidden and the page shows this message. Contact the company you bought from; once they switch it on, it appears the next time the panel loads.

Payment made but the plan didn’t change. A UPI QR or USDT payment shows Payment under review until it is checked; you get an email either way. For a Razorpay payment, don’t pay again: message support with the payment time. See Paying.

Only the Subscription page shows. The licence expired. Renew, and everything comes back. See Subscription.

What’s next

FAQ →Quick answers.Glossary →WhatsApp terms explained.

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