FAQ: Troubleshooting cmmon WhatsApp configuration issues

This article covers the most common errors encountered when connecting and using the WhatsApp Business API in Pushwoosh, along with their solutions.

Configuration and Connection Errors

Error: "Platform disabled. Reason: phone number not found"

Symptom: The platform status in Pushwoosh shows "Disabled", and the reason states that the phone number was not found.

Cause: During the integration setup (Facebook Login), the wrong WhatsApp Business Account (WABA) was selected. The system attempts to find your specified phone number inside the selected business account, but it is not there.

Solution:

Delete the WhatsApp configuration or contact the Support Team to have it removed on our side.
Re-configure the WhatsApp platform (Login with Facebook). Important: In the Facebook popup window, carefully select the specific Business Account (WABA) that actually holds your phone number. If you have multiple accounts, please verify their IDs to match the correct one.

Error: "GraphMethodException" / "Object with ID '...' does not exist"

Symptom: The integration fails to save or stops working with error code 100 or subcode 33.

Cause: The connection between Pushwoosh and Meta has been broken. This typically happens if:

The System User has lost access permissions in Meta Business Manager.
The Facebook administrator password has been changed.
The WABA (WhatsApp Business Account) was deleted or blocked.

Solution: A full configuration reset usually resolves this:

Delete the WhatsApp configuration (or ask Pushwoosh Support to do it).
Go through the connection process (Configure) again, granting all requested permissions.

Error: "Status: Pending" (stuck for more than 24 hours)

Symptom: You have configured the integration, but the status remains "Pending" and you cannot send messages.

Cause: This is a verification status from Meta. Pushwoosh displays it "as is". Delays are usually caused by:

Display Name Mismatch: The name you requested for WhatsApp does not match your legal company name or website branding.
Awaiting Documents: Meta requires verification of your legal address or business status.

Solution: Log in to Meta Business Suite (WhatsApp Manager) and check the Security Center or Account Quality section. If you see an "Action Required" or "Rejected" alert for the Display Name or Business Verification, please correct the details there. Once approved by Meta, the status in Pushwoosh will update automatically.

Delivery Errors (Often confused with configuration issues)

Error: "MetaChoseNotToDeliver" (#131049)

Symptom: Messages are not delivered even though the platform is active (Enabled).

Cause: This is not a technical configuration error. Meta has intentionally blocked the message delivery to protect the user from spam. Common reasons include a low Quality Rating of your phone number or exceeding sending limits.

Solution:

Check your phone number's quality rating in WhatsApp Manager.
Reduce the frequency of your campaigns.
Ensure your templates are relevant and high-quality. No technical reconfiguration is needed.

Error: "Re-engagement Message" (#131047)

Symptom: An error occurs when trying to send a message.

Cause: You are trying to send a free-form text message to a user who hasn't messaged you in over 24 hours. Outside this "24-hour window", businesses are allowed to send only approved Template Messages.

Solution: Use registered Template Messages to initiate a conversation or for marketing campaigns. Free-form text can only be sent as a reply to an incoming message from a customer.

Universal Tip

If you are unsure of the root cause (permission error, token expiration, or API glitch), the fastest way to restore service is usually to Re-connect:

Delete the current configuration (contact Support if you do not have permission to delete it).
Set it up again via Log in with Facebook.

This action refreshes access tokens and restores the correct links between the systems.