Troubleshooting & Common Errors¶
Quick fixes for the most common snags. Search this page (press /) for your exact message.
Connection¶
"Phone number already registered"¶
The number is already active on the WhatsApp or WhatsApp Business app, or on another WhatsApp Business Platform account. Fix:
- Open the WhatsApp app on that number → Settings → Delete account (or use a different number).
- Wait a few minutes, then click Retry on the Connect step.
A dedicated number that's never been on the WhatsApp app is the most reliable choice.
The Connect step failed¶
Most often it's the phone-number issue above. Otherwise: make sure you completed every screen in the Meta window (business, WhatsApp account, phone verification, payment method) and click Retry.
The OTP (verification code) didn't arrive¶
- Wait a minute and request again.
- Try the phone-call option instead of SMS.
- Re-check the number and country code.
- If it still fails, the number is probably already in use on WhatsApp.
Setup checklist¶
A step shows "Locked"¶
That step has a prerequisite. Finish the step(s) above it first — the dashboard always points to the correct next step.
I can't click "Publish & go live"¶
Publishing turns on only when all required steps are complete and any knowledge base has finished indexing. Check the readiness list on the Go-Live page for what's still pending.
Knowledge base¶
My documents are stuck "indexing"¶
After upload, Page-Nest processes documents so the assistant can search them — this takes a few minutes for large files. You can't publish while indexing runs; just wait for it to finish.
The assistant doesn't answer from my document¶
Make sure the document finished indexing (status Completed) and that it actually contains the answer text (scanned image-only PDFs may not be searchable — upload a text-based version).
Templates¶
My template was rejected¶
Open the template to read Meta's rejection reason. Common causes: promotional/spam-like wording, placeholder errors, or formatting issues. Fix the wording and resubmit — it starts as Pending again.
- Why approval is required: Meta reviews templates you send first to protect people from spam.
I can't send a message to a customer¶
You can only send a template (a message you start) after it's Approved. Customers can always message you first without templates.
Business verification & limits¶
"Why can I only message a few people per day?"¶
Your business isn't verified yet, so Meta caps your daily unique recipients. See Business Verification.
A Meta link doesn't open what I expect¶
Meta sometimes moves its pages. Search the Meta Business Help Center for the topic.