## Zoho Commerce Help Documentation Index Access the complete documentation index at: https://www.zoho.com/en-fr/commerce/help/llms.txt Use this file to discover all available documentation pages before proceeding. # Troubleshooting WhatsApp Integration If your WhatsApp notifications are not working as expected, you can follow this guide to identify and resolve the most common issues in your Zoho Commerce setup. ## Template approval and rejection issues ### Template is pending approval If a template shows a **Pending Approval** status, the WhatsApp Business team has not reviewed it yet. This usually takes up to 24 hours. To check the status: * Go to **Settings**. * Navigate to **Integrations & Marketplace**. * Click **WhatsApp**. * Go to **Message Templates**. If the template is pending, wait for approval or edit the content and resubmit it if required. ### Template is rejected A template may be rejected if the content does not meet WhatsApp business messaging guidelines. Common reasons include: * Missing variable formatting * Misuse of placeholders * Content that looks promotional when the template category is not appropriate * Repeated or duplicate template content * Unsupported or invalid formatting To resolve this: * Open the rejected template. * Review the WhatsApp policy and template guidelines. * Edit the content and resubmit it for approval. ### Template is deleted or deletion is in progress If the template status shows **Deletion in Progress** or **Deleted**, the WhatsApp team is processing the request or the template is already removed. If a deletion fails: * Retry the deletion request. * Confirm that the template is not being used in an active workflow. * Recreate the template if required. ### Template is not available in the email template selector Only approved templates appear in the email template list. Check: * Whether the template is approved * Whether the template is marked as active * Whether you are editing the correct notification or order status template ## Connection and verification issues ### WhatsApp account cannot be connected This can happen if: * The Facebook or Meta account permissions are missing. * The number is linked to another BSP. * The number is already connected to a WhatsApp Business account or personal WhatsApp account. * The phone number is invalid or not in use. To resolve: * Ensure the phone number is valid and belongs to you. * Remove the number from any other Business Service Provider (BSP), WhatsApp Personal account, or WhatsApp Business account before connecting it. * Reconnect the business account from **Settings** > **Integrations & Marketplace** > **WhatsApp**. * Re-authorize the Meta permissions. ### OTP verification fails If OTP verification fails while connecting or changing the WhatsApp number: * Retry the verification request. * Confirm that the number is active and can receive SMS or voice calls. * Make sure the number is not already in use with another WhatsApp account. * Check whether the number is blocked by a previous account setup. ### Number is already in use If the system shows that the phone number is already linked to another WhatsApp account or business account: * Delete the existing WhatsApp channel from Zoho Commerce if you want to replace it. * Or use a different verified business number. ### Business account is changed but templates remain active If you change your WhatsApp Business account, existing templates and messaging channels may no longer work. To fix this: * Delete the existing templates before switching the account. * Recreate templates under the new business account. * Reconfigure the default WhatsApp number. ## Customer consent and delivery issues ### Customer did not receive the message This usually happens when: * The customer did not opt in to receive WhatsApp notifications. * The phone number is not valid. * The WhatsApp account is inactive. * The template is not approved. * The customer has opted out. To check: * Open the order and review the delivery status in **Comments & History**. * Confirm whether the customer consent setting is enabled. * Verify the phone number on the customer record. ### Customer did not consent to notifications WhatsApp notifications can be sent only to customers who have opted in. Check: * Whether the customer has agreed in the checkout flow or customer portal. * Whether the store is configured to require notification consent during registration or checkout. If consent is not available, update the customer’s communication preferences or ask them to opt in. ### Customer has opted out If a customer has already opted out of WhatsApp notifications, the message will not be delivered to them. They can opt back in from the customer portal if the setting is enabled. ## Credit and billing issues ### IM credits are exhausted When your WhatsApp credit balance is zero or low, notifications may fail to send. To fix this: * Go to **Settings** > **Integrations & Marketplace** > **WhatsApp**. * Click **Buy IM Credits**. * Enter the required number of credits and complete the payment. ### Payment failed while buying credits This often happens because of: * Invalid payment details * Payment gateway issues * Failed authorization To resolve: * Retry the payment using a valid method. * Check whether the payment provider allows the transaction. * Ensure the billing information is correct. ### Credits are deducted but no message is sent If the balance reduces but the message is not delivered, check whether: * The template is approved * The customer has opted in * The number is active and valid * The message category or pricing rules allow the message to go out ## Account and channel management issues ### Default WhatsApp number is not available If a default number is missing or not working, it may have been deleted or unverified. To resolve: * Go to **Settings** > **Integrations & Marketplace** > **WhatsApp**. * Verify the number again. * Select a verified number as the default WhatsApp number. ### Channel was deleted accidentally If the WhatsApp channel is deleted, messages will stop, and the store will no longer send notifications through that number. To fix this: * Reconnect or set up a new default WhatsApp number. * Recreate templates if needed. * Revalidate the business account and phone number. ### Account change or migration issue If you change the WhatsApp Business account: * Existing templates may stop working. * Messages may fail because the previous templates are still linked to the old account. To fix this: * Delete the existing templates before switching accounts. * Recreate the templates under the new account. * Verify the new business profile and channel. ## Additional checks before contacting support Before raising a support ticket, confirm the following: * Your WhatsApp Business account is active and verified. * The phone number is valid and not linked to another BSP or WhatsApp account. * Your customer has given consent to receive messages. * The template is approved and active. * You have enough IM credits available. * The default WhatsApp number is selected correctly. If the issue persists after these checks, capture the order details, notification status, template name, and error message and contact Zoho support.