Common template/payment issues

Allowed File Types

WhatsApp Business API supports specific file types for attachments in templates, including media files (images, documents, videos, and audio).

• Supported File Types:

  • Images: JPEG, PNG

  • Documents: PDF, DOC/DOCX, XLS/XLSX, PPT/PPTX

  • Audio: MP3, OGG, AAC

  • Video: MP4

  • Other formats: ZIP (for archive-related content, if needed)

• Common Issues:

  • Uploading unsupported formats like TIFF, BMP, or SVG.

  • Attempting to upload files with DRM-protected content (e.g., certain PDFs or videos).

  • Make sure there are no special characters or spaces or numbers in the file name including Non-ASCII characters (e.g., emojis, accented letters).

• Solutions:

  • Convert files to supported formats before uploading (e.g., use tools like Adobe Acrobat or online converters for PDF files).

  • Verify file integrity to ensure it opens without errors on other devices.

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Allowed File Sizes

Each file type has a size limit to ensure optimal delivery through the WhatsApp network.

• File Size Limits:

  • Images: Up to 5 MB.

  • Documents: Up to 5 MB.

  • Audio: Up to 16 MB.

  • Video: Up to 16 MB.

Template Creation: Categorization, Approval Process

Creating WhatsApp Business API templates requires accurate categorization, compliance with guidelines, and attention to file requirements to ensure approval within the typical 24-48 hour timeframe (may extend to 3-5 days during high volumes).

1. Categorization:

   • Match the template’s purpose with the correct category:

     • Transactional (e.g., order updates), Marketing (e.g., promotions), or Utility (e.g., support updates).

   • Misclassification often leads to rejections;

2. Approval Process:

   • Templates must have clear, concise, and user-friendly content. Avoid ambiguous phrases, unsupported placeholders, and policy violations.

   • Provide a detailed description of the template’s use case during submission.

Payment Method Errors for Sending WhatsApp Business API Messages

To send messages via the WhatsApp Business API (WABA), ensuring the payment method is correctly set up is crucial. Below are the common issues and solutions for handling payment method errors:

How to Add or Update Payment Methods

• Log in to your Facebook Business Manager or WABA dashboard.

• Navigate to Billing Settings under the Business Settings menu.

• Click on Add Payment Method in Facebook business and Waba manager and enter the following details:

  • Card Number: Ensure accuracy and avoid extra spaces.

  • Expiration Date: Use MM/YY format.

  • CVV: 3-digit code on the back of the card (or 4-digit for AMEX).

  • Cardholder Name: Enter exactly as it appears on the card.

  • Billing Address: Match the address registered with your bank.

Solutions for Common Issues

• Card Rejection:

  • Use a card that supports international transactions (Visa/MasterCard/AMEX).

  • Ensure the card has sufficient funds and is not expired.

• Currency Mismatch:

  • Confirm with your bank that the card supports transactions in the required currency (e.g., USD).

• Transaction Blocks:

  • Contact your bank to pre-authorize payments to Facebook or Meta.

• Billing Address Errors:

  • Double-check and update the address in the payment method settings.

Handling Payment Failures

• If a payment fails, Facebook typically retries multiple times over a few days.

• Ensure the primary payment method is updated to avoid suspension of your WABA services.

• In case of persistent issues, switch to alternative payment methods (PayPal, direct bank transfers).