When something goes wrong with WhatsApp, most issues fall into a handful of patterns. For each one below you’ll find why it happens, how to fix it, what to check in Mersal and in Meta, and when to contact Mersal support.
9 min read·Updated
Business verification rejected
Why it happens: your legal name, documents or website don’t match, a document is unclear or expired, or the submitter isn’t an admin.
1
How to fix itCorrect the mismatch, upload clear and current documents, and make sure your website shows the legal entity.
2
Check in MersalConfirm your business details are complete and consistent with what you submit to Meta.
3
Check in MetaReview the rejection reason in your Business Portfolio and confirm you are an admin.
When to contact Mersal support: if verification keeps failing after you’ve fixed the obvious mismatches.
Display name rejected
Why it happens: the name is too generic, misleading, uses unsupported symbols, or doesn’t appear on your website.
1
How to fix itChoose a clear name that matches your brand and appears on your public website, then resubmit.
2
Check in MersalMake sure the requested name reflects your real business identity.
3
Check in MetaRead the display name rejection note and adjust to the naming policy.
When to contact Mersal support: if a compliant name is still rejected repeatedly.
Phone number OTP not received
Why it happens: the number can’t receive external SMS or calls, or it is still active on the regular WhatsApp app.
1
How to fix itConfirm the number can receive external SMS or calls, try the voice call option, and ensure it is free of the consumer app.
2
Check in MersalRe-enter the number carefully with the correct country code and retry.
3
Check in MetaConfirm the number isn’t already tied to another WhatsApp account.
When to contact Mersal support: if no code arrives by SMS or voice after several attempts.
Number already connected to WhatsApp
Why it happens: the number is still registered on the consumer WhatsApp app or another WhatsApp Business account.
1
How to fix itDelete the number from the regular WhatsApp app, or free it from the other account, before migrating.
2
Check in MersalRetry the connection once the number is released.
3
Check in MetaConfirm the number is not held by an existing WhatsApp Business Account.
When to contact Mersal support: if the number appears free but still won’t connect.
Template rejected
Why it happens: the template is vague, miscategorised, missing variable context, or contains policy-sensitive content.
1
How to fix itClarify the message, match the category to the intent, explain variables, and resubmit.
2
Check in MersalReview the template category and content against best practices.
3
Check in MetaRead the rejection reason attached to the template.
When to contact Mersal support: if a compliant template is rejected without a clear reason.
Campaign failed
Why it happens: an unavailable template, insufficient balance, a restricted number, or many invalid contacts.
1
How to fix itConfirm the template is approved and active, top up your balance, and clean your contact list.
2
Check in MersalOpen the campaign report to see per-message failure reasons.
3
Check in MetaConfirm the template status and that the number isn’t restricted.
When to contact Mersal support: if the campaign fails with balance available and an approved template.
Messages not delivered
Why it happens: invalid numbers, the recipient isn’t on WhatsApp, a quality issue, or the customer blocked your business.
1
How to fix itValidate numbers, remove non-WhatsApp contacts, and review recent quality signals.
2
Check in MersalUse delivery statuses to identify which contacts failed and why.
3
Check in MetaCheck your number’s quality rating and any restrictions.
When to contact Mersal support: if delivery drops suddenly across many valid contacts.
Quality rating dropped
Why it happens: blocks, reports, or sending irrelevant messages to people who didn’t opt in.
1
How to fix itPause aggressive sending, message only opted-in contacts, and improve message relevance.
2
Check in MersalReview recent campaigns for low engagement or high failure.
3
Check in MetaMonitor the quality rating on your number over the next sends.
When to contact Mersal support: if quality stays low despite compliant sending.
Account restricted
Why it happens: repeated policy issues, very low quality, or a Meta review of your account.
1
How to fix itStop sending, review WhatsApp policies, and address the flagged behaviour.
2
Check in MersalPause active campaigns and automations while you review.
3
Check in MetaRead the restriction notice and any appeal option in your account.
When to contact Mersal support: as soon as you see a restriction, so we can review the account status with you.
I can’t see my Meta Business Portfolio
Why it happens: you’re signed into the wrong Meta account, or you don’t have the right role.
1
How to fix itSign in with the account that owns the portfolio and confirm your role.
2
Check in MersalConfirm which Meta account you connected during setup.
3
Check in MetaAsk an existing admin to grant you access to the portfolio.
When to contact Mersal support: if you connected the wrong account and need to reconnect.
Customer replies are not appearing
Why it happens: a connection issue, or replies are landing on a different number or inbox.
1
How to fix itConfirm the connected number is the one customers are messaging.
2
Check in MersalOpen the shared inbox and confirm the conversation and assignment.
3
Check in MetaConfirm the number is active and not restricted.
When to contact Mersal support: if replies still don’t appear for a correctly connected number.
I can’t send marketing messages
Why it happens: no approved marketing template, a low messaging limit, quality issues, or missing opt-in.
1
How to fix itGet a marketing template approved, message opted-in contacts, and improve quality first.
2
Check in MersalConfirm the template category is Marketing and is approved.
3
Check in MetaCheck your messaging limit and quality rating.
When to contact Mersal support: if marketing sends are blocked despite an approved template and opt-in.
Key takeaways
Most issues map to a known pattern with a clear fix.Always read the exact status or rejection reason first.Contact Mersal support when an issue needs an account review.
Frequently asked questions
Read the exact status or rejection reason in Mersal and Meta — it usually points straight to the fix.
When an issue needs an account review — repeated verification or template rejections, restrictions, or sudden delivery drops.
No, but Mersal can review your account status with you and guide the next step. Meta controls restrictions.
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