How to diagnose issues with your Official WhatsApp connection

It's important to show you how to easily identify when there is a problem with the Official WhatsApp connection with Zaia.

Whenever Zaia receives an authentication error or any other error from Meta that affects the connection, the platform automatically disables it.

When this happens:

• You will be notified with details about the issue.

• You will also be able to view this information directly on the connections screen within the platform.

For more details about WhatsApp Official connection and values, access: https://docs.zaia.app/channels/channel-types/whatsapp-official

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🔍 How to Check Connection Errors

1. Click on your workspace name

2. Go to the settings (gear icon)

3. In the left-side menu, select Connections

4. Locate the WhatsApp connection you created

   • Check the current connection status.

   • Hover over the warning message to see the error details.

Additionally, more detailed information will also be sent to your email.

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⚙️ Checking Meta Settings

If the connection is not working as expected, it's important to also review the settings on Meta’s side.

Steps:

1. Go to: https://business.facebook.com

2. Access your Business Portfolio.

3. Click on WhatsApp Accounts

4. Select your WhatsApp Account.

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💳 Payment Configuration

One of the main things to verify is your payment setup.

How to check:

1. Click on Payment Settings

2. You will be redirected to the Billing & Payments page

What to verify:

• If no payment method is registered:

  • Select your currency

  • Fill in your details

  • Click Save

• If a payment method already exists:

  • Make sure it is:

    • Valid

    • Up to date

    • Not declined

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💰 Pricing Overview

Meta charges based on conversation type.

• Each account gets 1,000 free service conversations per month.

• In some cases (e.g., "Click to WhatsApp" ads), the free window can extend up to 72 hours

⚠️ These values may change. Always refer to Meta’s official documentation for updated pricing.

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🏷️ WhatsApp Display Name

Another common issue is the rejection of the display name.

How to check:

1. Open the WhatsApp Manager.

2. Select the connected number.

3. Go to the Profile tab.

Best practices:

The display name should:

• Align with your business or brand.

• Not be too generic

• Follow Meta’s naming guidelines

❌ Meta may reject names that don’t match the business or violate their policies.

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🏢 Business Verification

This is a critical step that can impact your account functionality.

How to check:

1. Go to your Business Portfolio settings.

2. Click on Business Information

3. Check the verification status

⚠️ Even if the connection works initially, Meta may require verification later.

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🔐 Starting the Verification Process

1. Click on View Details

2. You will be redirected to Meta’s Security Center.

There, you may see:

• Risks

• Alerts

• Pending issues (e.g., trusted domain)

Follow the instructions provided by Meta on this screen.

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📝 Verification Steps

1. Scroll to the Business Verification section

2. Click on Start Verification

You may need to:

• Confirm business details.

• Validate contact information.

• Submit documents.

Required information:

• Country.

• Business type.

• Legal name.

• Tax ID (e.g., CNPJ).

• Address.

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⏳ Final Steps

• You can pause and continue the process later.

• After submission, wait for Meta’s review.

If there are any issues:

• Meta will indicate what needs to be corrected.