My messages are not reaching customers

WhatsApp can accept your message and then cancel it a few seconds later. That is why a message can look sent and still never arrive. The WACO dashboard reads the failure reports coming back from Meta and shows them on the home page along with the fix, so you are not left guessing.

How to fix it

1. Open business.facebook.com and go to Billing.
2. Select your WhatsApp Business account.
3. Set the country and currency. Be careful: the currency cannot be changed once it is set.
4. Add a payment method, a credit or debit card that supports international transactions.

Messages start going through immediately afterwards. Nothing needs changing in WACO. The warning banner on your home page disappears by itself as soon as a message succeeds.

Other causes you may hit

• The 24-hour window has closed. Free-form replies are only allowed within 24 hours of the customer last message. Outside that, use a template. See when a template is required.
• Template not found, usually because it was recently deleted. Remember that a deleted template cannot be recreated under the same name and language for around four weeks. Use a different name if you are in a hurry.
• Wrong destination number. Check the number is actually registered on WhatsApp.
• Hourly send limit. A large broadcast continues on its own, and the limit rises automatically as your number quality holds up.

If no warning banner appears

Failure reports arrive from Meta seconds after sending. If you suspect a problem but the dashboard is clean, send one test message to your own number and reload the home page. If it is still unclear, write to waco@idcloudhost.com and we can look at the technical log.