Fix WhatsApp connection problems

Most connection problems are small and fixable. This guide goes through them one at a time. If you have not connected yet, start with connecting WhatsApp to omotto.

Meta is the company behind Facebook and WhatsApp. Some of these problems can only be solved in Meta’s own screens, and omotto cannot override Meta’s decisions.

Always start here

1. Open Settings, then Chat services, then WhatsApp, then Lines, and open the line that has the problem.
2. Read its status and the action it shows. Waiting for Meta means you only need to wait. Needs you means there is something for you to do.
3. After you fix something at Meta, come back and click I’ve done it, check again or Check again.

You can also ask the Coach to look at your setup and explain what you see. The Coach cannot log in to Meta, enter codes or pay for you. You do those parts yourself.

The Meta window does not open, or stops halfway

1. Allow popups for omotto in your browser, and click Connect with WhatsApp again.
2. If omotto says Meta’s signup could not load, a browser extension or a network filter may be blocking facebook.com. Turn it off for this site and try again.
3. If the signup was cancelled or did not finish, close any old Meta window and start again from omotto. Go through all the steps in the new window.

If the only choice you see is Advanced — use your own credentials, contact omotto support. See connecting WhatsApp.

The right business is missing, or Meta says you are not allowed

1. Check which Facebook account you logged in with in the Meta window.
2. Choose the business and the WhatsApp Business account that belong to the business you are connecting, not another business you manage.
3. If Meta says you cannot create a WhatsApp Business account, you probably are not an administrator of that business. Ask an administrator to give you that access, or ask them to do the connection.

If Meta asks for two-step login on your Facebook account, finish that in Meta. It is a different thing from the six-digit PIN of your WhatsApp number.

The code does not arrive by text message or call

Meta sends a code to check that the number is yours.

1. Check the country code and the number you typed.
2. Make sure the number can receive the kind of message or call Meta chose, including from abroad. If Meta offers a phone call and text messages do not suit your number, choose the call.
3. A landline or an office switchboard needs a real person to pick up. Meta’s automatic call cannot get through a phone menu.
4. If Meta says you asked for codes too many times, wait as long as it says. Do not keep asking for new codes or guessing.

If the screen says Confirm this number with Meta, click the button to open WhatsApp Manager, finish the number check there, then come back and check again.

Meta says the number is already in use

Do not delete the WhatsApp account straight away. First find out where the number is used:

• In the WhatsApp Business app, and you want to keep using the app. Start again from omotto. When omotto asks how you use the number, answer Yes and choose Keep using the app. If the option is missing, contact omotto support before doing anything else.
• In regular personal WhatsApp. The option for keeping the phone app is only for the WhatsApp Business app. Use a different number for omotto, or ask omotto support to help you plan a move before you change the existing account.
• With another service that sends WhatsApp messages for you. This needs a planned move away from the old service. Ask for help before you disconnect anything that works today.
• Already listed in your Meta account. Go back and choose the existing number instead of adding it twice.

If omotto says the number is connected to another workspace, contact omotto support. Repeating the check at Meta will not fix that.

omotto asks for a six-digit PIN

The PIN is a code that protects the WhatsApp number. It is not the code Meta sent by text message, and it is not your Facebook password.

1. Type the number’s existing PIN in omotto and click Finish registration.
2. If you do not remember it, click Forgot it? Reset it in WhatsApp Manager.
3. In WhatsApp Manager, go to Account tools, then Phone numbers, choose your number, then Two-step verification. You can change the PIN if you know the current one. If you have forgotten it, Meta lets you turn two-step verification off with a link it sends to the email address of your business account. Make sure you can open that mailbox. If you cannot, contact omotto support.
4. Come back to omotto and follow the action the line shows.

Too many wrong PINs cause a waiting period. Stop guessing and wait.

Meta asks you to verify your business

Verifying your business is a different thing from checking your phone number. An unverified business is not automatically a failed connection. Follow the request Meta shows for your account.

1. In Meta Business Suite, open Security Center. You need full control of the business to start verification.
2. If verification is available there, choose Start verification.
3. Enter the exact legal name, address, phone number and website of your business. Add documents if Meta asks.

If Meta says your business is not eligible, do not rush to create a new business. Read the instructions in Meta’s request first.

Meta rejects the display name

1. Read Meta’s reason. Use a name that matches how your business is known to customers.
2. In WhatsApp Manager, go to Account tools, then Phone numbers, choose your number, open Profile, then Display name, then Edit, and send the corrected name.
3. Wait for Meta to review it. Meta does not promise a time. Do not restart the signup just to change the name.

Meta mentions a payment problem

Connecting does not finish the money side of WhatsApp. Meta may ask you to add a payment card to your WhatsApp Business account, and a missing or declined card can stop messages.

1. Check that you are looking at the right WhatsApp Business account in Meta.
2. Do what Meta’s billing screen says, and fix any payment error it shows.
3. Return to omotto and check the line again.

Paying for your omotto plan does not solve a payment problem at Meta. To understand what Meta charges for, read WhatsApp message templates and costs.

Your account or number is restricted or blocked

1. Open Meta Business Support Home and choose the affected WhatsApp Business account.
2. Open the problem it lists and read the reason.
3. If you think the decision is wrong and Request Review is shown, click it, add details that support your case, and click Submit.

Not every restriction can be appealed, and Meta does not promise how fast it answers. Connecting again does not remove a restriction.

Problems when keeping the WhatsApp Business app

• Not eligible, or not available in your country. Update the WhatsApp Business app first. Meta sometimes needs more activity in the app before it allows the connection, and it does not give a guaranteed waiting time.
• Old chats are missing. Sharing history is optional and limited. See “Your old chats” in the connection guide for what Meta sends and where it appears. Keep the phone app open while it copies. If you said no to sharing, or the copy failed, contact omotto support instead of disconnecting and reconnecting again and again.
• The link stopped after a long time without using the phone app. Open the app on your main phone. Then check the line in omotto and click Reconnect if it asks.
• Some phone-app features are different. Broadcast lists are read-only. Disappearing messages, view-once messages and live location are off in one-to-one chats. Groups and calls stay in the phone app only.

Still stuck?

On the line’s page, open Details for support. When you write to omotto support, include the line label, the error text, the time it happened and the error code if there is one. Contact us shows a support address when one is set up for your workspace.

Never send passwords, your PIN or verification codes to anyone, and never paste them to the Coach. Share the error message, not the secret.