Help

Is WAIA Connect for me?

Connect connects your WhatsApp number to a system of yours —a CRM, a bot, your own software— through Meta's official API. It's for people who already have (or are going to build) that system on the other side.

Connect is not an inbox for reading and answering chats. If what you need is to handle WhatsApp with your team, with an AI assistant and scheduling, without writing code, what fits is WAIA, our turnkey product.

With Connect you can keep using WhatsApp Business on your phone (what Meta calls Coexistence), and the number and the WhatsApp account remain yours.

When connecting with Coexistence, where do I scan the QR code?

From the WhatsApp Business app on your phone, not with the camera. It's the last step of the signup, and the one where most people get stuck.

1. Open the Connect panel on a computer.
2. When the code appears, on your phone open WhatsApp Business → Settings → Linked devices → Link a device.
3. Point the phone at the code on the computer.

You need a second screen. If you open the panel on the same phone, the code shows up on the very screen you have to scan it with, and there's no way to do it. If you don't have a computer at hand, another phone or a tablet works for opening the panel.

The Meta window disappeared

It's almost always still open, just hidden. The Meta window is small; if you tap the Connect screen behind it, Connect comes to the front and covers it. While it's open, Connect shows a full-screen notice with the “Bring back the Meta window” button.

1. On a computer: tap “Bring back the Meta window”, or look for it in the taskbar (Windows) or the Dock (Mac).
2. On a phone: it opens as another tab. Tap your browser's tabs button and go back to the Meta one.
3. If you closed it: tap “Cancel and start over”. Nothing is lost: until you finish in Meta, nothing gets connected.

If it never opened, your browser blocked it: allow pop-ups for this site (the icon on the right of the address bar in Chrome and Edge; Settings → Websites → Pop-up Windows in Safari) and retry.

If you're in the Facebook, Instagram or TikTok browser, copy the link and open it in Chrome or Safari: there the Meta window gets lost easily.

The WhatsApp Business app says I reached the limit of 300 new chats

It's a Meta limit on the WhatsApp Business app, not a Connect one. According to Meta's notice, it counts the chats the business starts with people who haven't replied yet, and it renews every month: the notice itself gives the date.

If you're also not receiving messages, that's a different problem, and it's worth telling them apart: "it doesn't reach me" is not the same as "it reaches me and I can't reply". Write to us from your panel, in Support, with a concrete example and a screenshot of the moment.

Through the API, starting a conversation is done with templates approved by Meta, which have their own limits and a per-message cost that Meta charges to your card (see the next question).

Meta is rejecting my messages because of the payment method

It's the card on YOUR Meta account, not WAIA Connect billing. Meta charges separately for the messages that are billed to you, and without a valid payment method it rejects those messages.

Add or check it in Business settings → Billing & payments → Payment settings: business.facebook.com/billing_hub/payment_settings (you'll need to log in to Meta).

Without that card the number keeps receiving, but you can't start conversations. The first 1,000 service messages per number per month are free; after that Meta charges for each reply and needs your card added in Meta: without it, it stops delivering them. Meta charges this, not WAIA Connect. Connect tells you in the panel and by email.

Meta rejects my template because of the parameters (code 132018)

A text parameter can't contain line breaks, tabs or more than 4 consecutive spaces. That's what Meta says in the detail of that rejection.

How to fix it: instead of the line break, separate with « · » or with commas, and collapse repeated spaces. If the text comes from a list, join it with « · ».

If the rejection persists, check that every {{n}} in the template has its value. Retrying the same send fails the same way: the text has to change.

Meta says I've reached the limit of businesses I can create

Meta limits how many business portfolios the same Facebook user can create. If in Meta's window you choose to create a new one and you've already reached that limit, Meta stops the signup with that message (code 1690114). It's not a WAIA Connect error.

What to do: connect again and, on the Meta screen that asks about the business, pick a portfolio you already have instead of creating a new one. According to Meta's documentation, that screen lets you select an existing portfolio, and creating a new one is only possible if you haven't reached the limit.

If you really need a new one, Meta suggests deleting a portfolio you don't use and trying again. Meta doesn't publish how many can be created or how long the limit lasts.

My account's country is wrong, or it won't let me choose it

Your account's country is changed in the panel, under Settings, with a selector by name. If the country doesn't match your numbers or your time zone, the panel asks you. The country is one of the signals for the language of the emails we send you: the language you picked in the panel, your browser and your numbers' prefix weigh more.

Watch the codes: CH is Switzerland; Chile is CL.

If it's Meta's window that won't let you choose the country during signup, write to us from your panel, in Support, telling us which country you're looking for and what you see, with a screenshot.

Does Coexistence work with a number from your country? Almost always; the exceptions and the alternative (Cloud API), with dates and sources, in this guide.

How do I change my account's email or owner?

From inside the panel, under Settings → Account users. Doing it from inside is what proves the account is yours.

1. Invite the new email.
2. Sign in with Google with that email, from the invitation link (it works once and expires after 7 days).
3. Make the new email the owner.
4. Remove the old one if you want, or keep it as a second user.

Is the new email not a Gmail address? You can create a Google account with that same email: Use your existing email address.

⚠ Invite first, and only then sign in with the new email: with the invitation pending, signing in accepts it; if you sign in before inviting it, a new, empty account is created.

Changing the owner doesn't change who is billed for the subscription: the billing email is changed separately, under Billing.

I need to connect more numbers: do I open another account?

You don't need another account. Each plan includes a number of phone numbers (from 1 to 30). When you reach the limit, the panel offers you the next plan, and when you switch you stay in the same account, with the same numbers, keys and webhooks.

Messages have no cap on any plan: what changes is how many numbers you connect.

How much does it cost, and how do I pay from my country?

A flat fee per connected number, no message cap, with a 14-day trial and no card.

• Starter — US$ 12 per month, 1 number
• Studio — US$ 25 per month, 5 numbers
• Agencia — US$ 45 per month, 12 numbers
• Escala — US$ 99 per month, 30 numbers (plus US$ 3 for each extra number)

From Argentina we suggest MercadoPago, in pesos, at the day's official dollar rate: the amount follows the dollar. It's a suggestion: in Billing you can pick the other one.

From anywhere else we suggest Polar, in US dollars. Polar shows dates in UTC, so a charge may appear one day off: it's the same moment. If you pay with Polar during the trial, you keep the days you had left.

Meta charges separately for its messages, to the card on your Meta account (see "Meta is rejecting my messages because of the payment method"). We add no markup.

The billing email can differ from your login email: you change it under Billing.

I want to move to another provider: what happens to my number?

Your number and your WhatsApp account are yours, and you can leave whenever you want. Connect has no credit line and no payment method attached to your WhatsApp account: there's nothing of ours to unhook.

Access is removed from your Meta Business Manager (the partner shows as "Consulta Automática" / WAIA Connect) or from the WhatsApp Business app.

One provider at a time: connect the new one after removing the previous one's access.

If you also want us to delete your Connect account, the privacy policy explains how to ask and what gets deleted. And if you tell us why you're leaving, it helps us improve.

How do I send you a question or a complaint?

From your panel, under Support: tell us what happened, pick the number if it is about a specific one and, if it helps, attach a screenshot (one image, up to 5 MB).

While you type we show the guides that match. If one solves it, press “This solved it” and there is nothing to send.

We reply right there and let you know at the address you signed in with. On the same screen you can see your requests and whether they have been answered.

The screenshot is private: only you and the person replying can see it. It should not show your customers' conversations.

Need a custom integration? We don't build them; we recommend ZZIA and Dendria, two teams that do.