Key concepts

• WABA: your WhatsApp Business Account on Meta, where the line lives.
• Partner: Botmaker must be listed as a partner on your WABA to operate the line.
• Business Support Home: Meta section where you can see blocks and request reviews (https://www.facebook.com/business-support-home/).
• Coexistence: mode for using the line in the WhatsApp Business app and in Botmaker at the same time.

Where can I see my line’s status?

Go to Channels & Integrations → WhatsApp. There you’ll see each line with its status.

My line shows as “Banned” and can’t send or receive

Meta reviewed the line’s activity and blocked it. Only Meta can tell you the reason.

Step 1: go to Meta’s Business Support Home to see the reason.

Step 2: request a review using the option Meta shows you.

Step 3: review the content you send to avoid reports, following Meta’s quality policies.

My messages fail with error 131031 “Business Account locked”

Meta locked the business account. Follow the same steps: check the reason in Business Support Home and request a review.

My line got stuck as “Pending” when I connected it

A standard sign-up was done while the number was still active in the phone app, and Meta requires it not to be in use. If you want to keep using the app:

Step 1: delete the pending number from the WABA.

Step 2: in Botmaker, go to Channels → WhatsApp → New WhatsApp account, choose Connect your WhatsApp Business app, and scan the QR code.

I connected the line and it shows as disconnected

Check in Meta that Botmaker is listed as a partner on the WABA and that the line is associated with that same WABA.

I can’t link a new line

• Wait 1 hour between attempts: after 3 retries in one day, Meta may block the line.
• If the line has WhatsApp Business installed and you won’t use Coexistence, delete the account in the app (Settings → Account → Delete account).
• When linking, choose to create a new WhatsApp Business account and wait for Meta’s validations until the line shows as Connected.

I see “WhatsApp update required by Meta”

This isn’t an error: Meta is asking you to accept terms and permissions. Click Next and follow the instructions.

How do I know if the customer received my message?

Checkmarks come from Meta: one means sent, two means delivered, and two blue ones mean read.

Important considerations

• The blue verification badge is no longer requested through Botmaker: you request it in Meta Business Manager, if the line meets the requirements.
• Botmaker can’t verify your business on Meta; you handle that directly with Meta.
• To bring over a number that was on the API with another provider: turn off two-step verification (2FA) on its current WABA, remove the line from that account, and complete onboarding with Botmaker.
• If you migrate the number to another WABA, the channel keeps its history and bots, but review or recreate the templates in the new WABA.
• You can’t reply to WhatsApp groups from Botmaker.

Remember to visit our Help Center for further information.