sora 907 Siepot- Cha on This Page Support ‘Terms and Policies ‘+ Meta Hosting Terms for Cloud API ‘+ WhatsApp Business Messaging Policy + WhotsApp Business Terms of Service + Meta Commerce Policy ‘+ Meta Terms for WhatsApp Business Troubleshooting Message Not Delivered or hereon fcabck uma entcatesiaprtoneontegserra 907 Suppo hua ‘The following scenarios can cause @ message to appear as sont but not delivered. For many of these reasons, we willnot disclose the underlying ‘cause ofthe error, duo to privacy snd policy reasons + The customer did not come online during the 30 day window where we hold messages for offline customers. ‘+The customer has blocked the business phone number, or another business phone number owned by the business +The customer sin resticted or sanctioned country. In some scenarios, the API retuns an error code with an error message describing the nature of the error. Example scenarios: + Invalid request parameters + integrity errs *+ The customer has not accepted our new Terms of Service and Privacy Policy. Please sond your end usor this link htips/iwa.me/tos/20210210 to scoapt the latest Terme of Servis, + The customer is using an old version of WhatsApp. Customers should use the following version or greater: + Android: 2.211515 + SMBA: 2.211515, + jos: 2211704 + SMB 2.711704 + Ksios: 2213010 + Wed: 2.21926 +The customer is part of an experiment group. + The message was not delivered to create a high quality user experience. See Per-User Marketing Template Message Limits Possible Solutions: Using # non-WhatsApp communication method, ak the WhatsApp user to ‘+ confirm that they can actualy send # message to your WhatsApp business shone number(s) + c0n :App business phone numbers aren ther ist of blocked numbers (Settings » Privacy > Blocked or Blocked rm that none of your What contacts) or eebonfcebotcomosnnavaprlatosingeeraenosey|serra 9070 Sippot- hut ‘+ confirm that they have accepted ou” latest Terms of Service (Setings > Help, or Settings > Application information wil prompt them to accept the latest terms/policiesif they haven’ done so already) + update tothe latest version of the WhatsApp client Country Restrictions fusinesses in Cuba, ran, North Kores, Syria, and three nctioned regions in Ukraine (Crimes, Donetsk, Luhansk) are not eligible to use the WhatsApp Business Platform \WhatsApp Messenger (WhatsApp) end WhatsApp Business app users in Cubs, Iran, North Kores, Syria, and three sencticned regions in Ukraine (Crimea, Donetsk Lubansk) ate not eligible to receive messages sent via the WhatsApp Business Pletform. Businesses in Turey can use the platform, but app users in Turkey cannot receive messages sont via the APL Webhooks Conflicting Message Delivery Status In are cases, the same message msy trigger both success and failure message status undste webhooks. Fr example, a message may tigger message webhooks with "status": *3oiiverec" and another webhook with *s:acss""sa1 ee". This ean happen when a customer is logged in to \WhatsApp on multiple devices and the message is successfully delivered to one device but not the other. Any message that triggers 8 "soi vere" 198 status webhiock has been delivered to atleast one of the users devices Error Code 2 - API Service ‘When we update the API, you may experience up to § minutes of downtime. During this period of time, the service i unavailable. We ty to make these updates with minimal disruption to businesses, but you may end up boing affected or eebonfcebotcomosnnavaprlatosingeeraenosey|serra 9070 Sippot- hut How To Debug Vie suggest that you wait § minutes and try to maka the API call again, ‘Authentication and Authorization Errors ‘These errars ae ured when there was @ problem withthe access token you are using forthe AP all How To Debug You can directly paste the access token you are using into the Access Token Debugger. Then, check if you have selected the sihavsopp business minagesent and whatsepp business, sesseging permissions, Your token doesn't have access to the permissions, you need to generete a new one. While genersting the token, make sure to select: ‘+ The Mota app you are using forthe API calls + The following permissions: wharssps, business sanasenens and whatsaps business sessagine FAQs General FAQs » wil al features from the On-Premises API be available on the Cloud API? » Which company willbe providing the Cloud API? » Does the introduction of Cloud API mean WhatsApp is deprecating the existing On-Promises API? » Are there any additional costs forthe Cloud API? or eebonfcebotcomosnnavaprlatosingeeraenosey| coserra 947 Suppo chu at » How can a Solution Pat 3 decice whether a given client should use the On-Premises or Cloud API? Do cients get a choice? » will consumers know whether a business is using the Cloud API or the On-Promises API? Technical Implementation FAQs » Whatis the architecture ofthe Cloud API? » will the Solution Partner of cect client nged containers and what data will be in those containers? How does WhatsApp recommend | conduct load tests forthe Cloud API? » How can we migrate from On-Premises to the Cloud API? Reliability FAQS » How can It latency and availabilty metrics for Cloud API in more detail? » How is availabilty downtime caleulatod? » How often are availabilty numbers updated? » sre there instances where downtime in availabilty is overidden? » Mate Status Page reflects no issues for Cloud AP, yet lam stil facing issues » se there instances where downtime in availability is nat automaticaly tracked? * Are thore product service evel agreements available for uptime andor latency? or eebonfcebotcomosnnavaprlatosingeeraenosey|serra 947 Suppo chu at > What will disaster rocovery look Ik: it region is unavailable, how much time does it take to move messages to an: \whatsApp Business Platform | Cloud APL | Business Management API ‘cloud AP Overview Getstarted Get Started for Solution arin Get Started for Tech Providers ‘Mute-Partner Solutions Phone Numbers Webhooks Setup Health Statue Guldes Reference Payments API-SC. @ Payments APL Support Error Codes india or eebonfcebotcomosnnavaprlatosingeeraenosey|