WhatsApp Troubleshooting

What can I do if there's a problem with the registration process?

Should you have problems with the registration process, please check your WhatsApp Business API status to learn the cause. You can also submit a support ticket to 360dialog. To do this, select your profile on the bottom-left, then "Help and Feedback" to view the following options:
  • Link to the 360dialog Documentation
  • Keyboard Shortcuts
  • WhatsApp Business API status
  • Contact Support
Should you require more assistance, feel free to reach out to us in the chat!
You can view the status of your WhatsApp Business API approval via the following URL: Status of your WhatsApp Business API

Why are more conversations displayed in our Facebook Business Manager than in Userlike?

It may be that you see more conversations in your Facebook Business Manager (or 360Dialog). This is likely due to resumed conversations or templates being used after the initial 24-hour period, resulting in additional conversations.

Why is my display name not being verified?

Prior to completing registration, you may change the display name as many times as you wish. After registration, you must wait 30 days between any display name change requests.
A display name should not violate WhatsApp Commerce and Business policies.
An example for a store that sells wine glasses:
  1. Accepted: ABC Wine Glasses
  1. Not accepted: ABC Wine
WhatsApp will also approve your company's display name. Display Name Guidelines are very strict, and names will often get rejected for small details or minor discrepancies between the name and the Meta Business, website, or social media. To avoid this, make sure you thoroughly review Meta's guidelines.

Why is my API Key not being accepted?

If you have issues with your API Key in Userlike, please check the 360dialog hub to ensure your display name has been approved and the certificate is still valid. If you requested a name change or the certificate needs to be renewed, please reach out to 360dialog support via the hub.