Connection problems

It will not connect in the first place

"This number is already registered on WhatsApp"

The number is still active on WhatsApp Messenger or the WhatsApp Business app. A number can only live in one place at a time.

1. Open WhatsApp on the phone holding that number.
2. Export anything you need first — chats do not come across.
3. Delete the WhatsApp account on that number (Settings → Account → Delete my account).
4. Wait a few minutes.
5. Try connecting again.

The verification code never arrives

• Check the number can receive SMS from international senders. Some prepaid plans block them.
• Try the voice call option instead. Landlines and some VoIP numbers reject automated SMS but answer calls.
• Make sure the number is active and in coverage right now.
• Check you entered the number with the right country code.

Your business is not in the list

You are signed in to Facebook as a person who is not an admin of that Business Portfolio.

Sign out of Facebook, sign in as an account that is, and start again.

The display name was rejected

Meta requires the name to relate to the business. Generic names, category names and promotional phrases are refused.

"Sunrise Store" works. "Best Offers Daily" does not. Use your registered business name.

The Meta window closed by itself

Start again from the beginning. A half-finished signup leaves nothing broken behind, though the number may show Pending — see below.

"Could not reach Meta"

A network problem between our server and Meta. Wait a minute and try again.

If it persists it is on our side, not yours. Email support@onpad.in.

The number shows "Pending" in Meta

Meta accepted the number but Cloud API registration did not finish — usually because the window was closed early or verification timed out.

On the setup page, open "Number still shows Pending in Meta?" and choose Register number. ONPAD creates the two-step verification PIN and completes registration.

If it still will not complete, the number needs to be removed from the WhatsApp Business Account in Meta Business Manager and connected again.

It was connected and stopped working

"The Meta access token has expired. Reconnect WhatsApp and try again."

Meta's token is no longer valid. Reconnect from Settings → WhatsApp connection.

Nothing is lost. Contacts, conversations, templates and campaigns all stay. The connection is the only thing being replaced.

"Connect WhatsApp before syncing message templates."

The workspace has no connected number at all — either it was never connected, or the connection was removed at Meta's end.

Connect from the setup page. See Connect WhatsApp.

Everything fails but the connection looks fine

Check these in order:

1. Meta payment method. The most common cause. An ONPAD plan does not cover Meta's bill.
2. The number's status at Meta. A red quality rating can pause it. See Messaging limits and quality.
3. Your ONPAD plan. A read-only workspace blocks sending and returns 403 on the API.

Templates are not syncing

Owners and admins can sync templates with Meta on demand from Settings. If the sync errors, the message says why — usually the token again.

The stored credential is invalid

The stored WhatsApp credential is invalid. Reconnect the number.

Rare. The encrypted token could not be read back, so sending cannot continue. Reconnecting fixes it and loses nothing.

If it recurs after a successful reconnect, tell us — that is a server-side problem, not something you can fix.

Before contacting support

Have these ready:

• The phone number being connected, with country code
• What you see — the exact error text
• Which step it fails at: Meta login, selecting the business, or verification
• Whether the number was previously on WhatsApp, and whether you deleted that account

That last one answers most cases before we look anything up.

Email support@onpad.in.

Related

• Before you start — the prerequisites most failures come from
• Connect WhatsApp — the flow itself