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Troubleshooting and Error Codes

Updated: Dec 3, 2025

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Standard error response

When you receive an error, In the majority of cases the error shape will look like this: 
\{
  "error": {
    "message": "<Error Message>",
    "type": "<Exception Type>",
    "code": <Exception Code>,
    "fbtrace_id": "<Trace ID>"
  }
}
Use the Calling API error codes list below to identify and resolve calling errors.

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Calling logs

The Call Logs tab in WhatsApp Manager provides businesses and partners with a detailed, self-service view of call events to aid in call troubleshooting. The tab displays a table of recent call logs for your business phone numbers. Each call has a log, and each log can have multiple events which represent a Graph API request made by the business, or a webhook sent by Meta to the business. Each row represents a call, with different columns highlighted to provide information about each call log.

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How to view call logs

Navigate to to WhatsApp Manager > Account tools > Phone numbers Select the desired phone number to view the call logs

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Call Logs and Events

FieldDescription
TimestampTimestamp of when the call occurred.
Call DirectionOutbound (Business-initiated) or Inbound (User-initiated).
SignalingSignaling Protocol used to establish the call (SIP, GRAPH_API).
Call IDWhatsApp call identifier.
Note: Please provide this ID when requesting support.
Request IDIdentifier for the request that initiated the call.
Call DetailsAdditional information containing a log of events during the lifecycle of the call.

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Calling error codes

CodeDescriptionPossible SolutionsHTTP Status Code
100
Invalid Parameter		The Graph API call you are making has an invalid parameter.Exact error details will be listed in the error_data section of the response payload.
If its SDP Validation related error then the exact issue will be included in the details.		400
Bad request
613
Fetch Call Permission For Consumer Phone Number API Limit Hit		Limit reached for requests to the fetch call permission status API.Try again later or reduce the frequency or amount of requests to the API the app is making.429
Too many requests
131009Interactive Message type, voice_call not supported. Supported types [button, list]Ensure the sender in one of the supported countries.400
Bad request
131030Recipient phone number is not is allowed list.
The error is thrown for both attempted calls and call permission requests.
Only occurs when using public test numbers (PTNs).		Add a recipient phone number to recipient list and try again.400
Bad request
138000
Calling not enabled		Calling APIs are not enabled for this phone numberCalling is not enabled on the business phone number.
Configure call settings to enable Calling API features		401
Unauthorized
138001
Receiver Uncallable		Receiver is unable to receive calls
Reasons can include:
The recipient phone number is not a WhatsApp phone number.
The recipient has not accepted our new Terms of Service and Privacy Policy.
Recipient using an unsupported client. The currently supported clients are Android, iOS, SMB Android and SMB iOS		Confirm with the recipient that they agree to be contacted by you over WhatsApp and are using the latest version of WhatsApp.400
Bad Request
138002
Concurrent Calls limit		Limit reached for maximum concurrent calls (1000) for the given numberTry again later or reduce the frequency or amount of API calls the app is making.429
Too many requests
138003
Duplicate call		A call is already ongoing with the receiverTry again later when the current call ends.400
Bad request
138004
Connection error		Error while connecting the callTry again later or investigate the connection params provided to the API.500
Server error
138005
Call rate limit exceeded		Limit reached for maximum calls that can be initiated by the business phone numberTry again later or reduce the frequency or amount of API calls the app is making.429
Too many requests
138006
No approved call permission found		No approved call permission from the recipientEnsure a call permission has been accepted by the consumer401
Unauthorized
138007
Connect Timeout error		Call was unable to connect due to a timeoutBusiness did not apply the offer/answer SDP from Cloud API in time.
Connect API was not invoked with the answer SDP in time		500
Server error
138009
Call Permission Request Limit Hit		Limit reached for call permission request sends for the given business and consumer pairWhen a business sends more than the limit of call permission requests per time period, Call Permission Requests are rate limited. A connected call with a consumer will reset the limits.400
Bad request
138012
Business Initiated Calls Limit Hit		Limit reached for maximum business initiated calls allowed in 24 hours. Currently 5 connected business initiated calls are allowed within 24 hours.Exact error details will be listed in the error_data section of the response payload.
Details will include a timestamp when the next call is allowed.		400
Bad request
138013
Business-initiated calling is not available		Business-initiated calling is not available for this business account phone number.Confirm that Business Initiated calling is available for this business account phone number in the availability section here.400
Bad request
138014
Calling is temporarily disabled		Calling APIs for this WhatsApp Business Number have been temporarily disabled for having low quality.Ensure that your outreach to users is valuable and not spam.
Retry the action after the account restrictions are lifted.		400
Bad request
138015
Calling cannot be enabled		Calling APIs cannot be enabled for this phone number.Check and make sure messaging limit on your phone number is 2000 or more400
Bad request
138017
Call permission request can’t be sent because a permanent permission already exists.		Call permission request cannot be sent because a permanent permission has already been approved by the user for this business account phone number.No need to send call permission requests.400
Bad request
138018
WhatsApp Business calling cannot be enabled because technical pre-requisites are not met.		See prerequisites for more detailsConfigure SIP or ensure there is at-least one app subscribed to the WhatsApp Business Account that also has subscription to the calls webhook field.400
Bad request
138019
Call setup failed		The WhatsApp client failed to set up the call.
This error is sent in the call terminate webhook.		Try again later.400
Bad request
138020
Relay connection failed		The WhatsApp client failed to establish a connection with the relay server.
This error is sent in the call terminate webhook.		Try again later.400
Bad request
138021
Media receive timeout		The WhatsApp client terminated the call due to not receiving any media for a long time.
This error is sent in the call terminate webhook.		Confirm that call media is being sent to the relay and try again.400
Bad request
138022
Media transmit timeout		The WhatsApp client terminated the call due to not transmitting any media for a long time.
This error is sent in the call terminate webhook.		Try again later.400
Bad request
138023
Call accepted but terminated with no media signals		The call was accepted but terminated with no media connection signals.
Cloud API could not determine if the call was connected.
This error is sent in the call terminate webhook.		Try again later.400
Bad request
131044An error webhook is sent on user initiated calls when there is no valid payment method attachedThis is similar to the “Business eligibility payment issue” error in messaging.400
Bad request
131055Method not allowed. Graph API calls are not allowed for SIP enabled numbersUse SIP for SIP enabled business numbers.400
Bad request

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SIP Errors

Also refer to SIP specific FAQ for additional troubleshooting info
Call originSIP status and messageDescriptionPossible Solutions
Business initiated400
Asset not found, invalid business phone number		The phone number in the From header of the INVITE is invalid and does not correspond to a registered account on WhatsApp Business PlatformCheck the phone number and resend the INVITE with the correct From header value. See examples
Business initiated403
SIP server foo.com from INVITE does not match any SIP server configured for phone number id [ID]		Your SIP INVITE to Meta has ‘foo.com’ in the From header (ex: [email protected]). But there is no SIP server with that hostname configured on the business phone number.Check your SIP configuration and ensure it matches the domain used in the From header. The hostname in the SIP configuration should match the domain in the From header of your SIP INVITE. It is also valid for the SIP configuration hostname to be a sub-domain of the domain in From header. Ex: SIP server configured is bar.foo.com and the From header is [email protected]
Business initiated403
No Approved Call Permission Found: No approved call permission from the recipient		There is no WhatsApp user with specified number or user has not accepted our new Terms of Service or there is no permission from user to call the business. Meta can’t reveal if a phone number is on WhatsApp with certainty, due to privacy reasons. So this is the same error you’ll receive for multiple reasons.Double check the user phone number and make sure you obtain the user permission. See Obtain User Call Permissions for more information
Business initiated403
The app [APP_ID] configured for SIP server example.com is not authorized for phone number id [ID]		When you configure SIP server on a business phone, we extract the app id from the access token and store a mapping from the SIP server to that app id. When you send a SIP INVITE, we consult that mapping to know which app is making the SIP request. This error means that app does not have whatsapp_business_messaging permission on the business phone.Check that you are using the right app and make sure it has permissions on the business phone. If you’re able to send message using the app’s access token, that means the app has the right permission. Otherwise you may need to delete and add your SIP server with the correct app and retry your SIP INVITE. See Configuring SIP settings.
Business initiated403
Business Initiated Connected Call Per Day Limit Hit		Limit reached for maximum business initiated calls allowed in 24 hours. Currently 5 connected business initiated calls are allowed within 24 hours.See more info about the limits and adjust your calling rate accordingly
Business initiated403
Various reasons like
Duplicate call because there can be only one active between a given business and user account
Invalid digest auth response
Business eligibility payment issue
SDP Validation Error
Business Initiated Connected Call Per Day Limit Hit
The app that configured the SIP server is not authorized to make calls from the business phone number		Read each error for detailsConsult earlier sections in this page like Calling error codes
Business initiated404
Not found		SIP INVITEs using IP in request URI are not allowedUse the correct request URI. See examples
Business initiated407
Proxy Authentication Required		Meta mandates digest authentication for your SIP INVITEs and this is the standard challenge response from MetaResend the SIP INVITE with digest response. See examples
Business initiated480
Temporarily Unavailable		WhatsApp user is not reachable or did not answer the callTry messaging or calling later. Unanswered or rejected calls impact call permissions. Learn more
Business initiated486 or 480
User declined the call or Temporarily Unavailable		WhatsApp user declined your callTry messaging or calling later. Unanswered or rejected calls impact call permissions. Learn more
Business initiated487
Request Terminated		Business canceled their SIP INVITE using SIP CANCELExpected return for your SIP INVITE when you CANCEL the INVITE before Meta response to your INVITE
Business initiated503
Service Unavailable		Generic internal error.Retry your request after some time or consult Meta support
IssueDescriptionPossible Solutions
Call disconnects after 20 seconds into the callAt the start of the call, if there is no media flowing from business to WhatsApp user for 20 seconds, WhatsApp client will disconnect the call due to no mediaCheck your media server to make sure it’s initiating the media session and sending media packets
Check your firewall to rule out any packet drops at your edge
Capture network traffic using pcap or a similar tool and attach it to the support ticket for further troubleshooting by Meta
Can’t hear audio and call disconnects after 30 secondsAfter the call is connected and established, if there is no media packet from business to WhatsApp user for 30 seconds, WhatsApp client will disconnect the call due to no media receptionMake sure you’re at-least sending RTCP packets even when there is silence or when you are waiting for user input (ex: IVR)
Check your media server to understand why it stops sending media packets to Meta
Capture network traffic using pcap or a similar tool and attach it to the support ticket for further troubleshooting by Meta

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Audio clipping issue and solution

When bridging the WhatsApp Consumer media leg via WebRTC to another media leg, such as SIP, it’s important to be aware of potential audio clipping issues and how to prevent them. A common symptom of this issue is that the WhatsApp consumer may miss approximately one second of audio from the business. For instance, if an IVR system is playing a sequence like “1-2-3,” the consumer might only hear “2” or “3.” The extent of audio loss varies based on the specific integration and the severity of the issue. The sequence diagram below illustrates this problem using an example where the WebRTC leg from the Cloud API is bridged with a SIP media leg. Depending on the SIP vendor and implementation, the media from the SIP User Agent might start playing at step 11, but it won’t reach the WhatsApp consumer until step 18.

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Sequence diagram

Image ( Right click image and choose “Open in new tab” for enlarged image)

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Components of the sequence diagram

WAConsumer is a WhatsApp user calling the business phone number using WhatsApp mobile app Meta is the Cloud API product MetaWebrtcEndpoint is the WebRTC agent on the Meta infrastructure BizIntegration is the webhook server receiving calls related webhooks and the app server with business logic to invoke Cloud API Graph APIs BizWebrtcEndpoint is the webrtc termination point as well as the SIP UAC typically in a media server on your side. BizSipEndpoint is the SIP User Agent (UA) often representing IVR or Business Agent.

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Key points to note

Upon receiving the connect webhook (step 5 above), initialize your WebRTC agent, prepare the SDP answer, and make the Pre-accept Graph API call with the SDP answer. This pre-establishes the WebRTC connection in anticipation of an ‘accept/ok’ response from the SIP User Agent (UA). In most cases, the consumer’s call is answered, such as by an automated recording or IVR system. At step 11 above, wait for the ICE process to complete the creation of valid lists, indicating the near completion of ICE connection establishment (RFC reference). If the SIP UA rejects the call instead of returning a 200 OK, use the terminate Graph API to end the call. If the consumer connection is ready before the SIP connection, the consumer may experience a few milliseconds of silence, which is preferable to losing some initial audio from the business.

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Root cause

When bridging two media legs, it’s crucial for the media server to synchronize their readiness to prevent audio clipping. In this scenario, the BizWebrtcEndpoint is allowing the SIP User Agent (UA) to transmit media significantly earlier than the WebRTC leg is prepared to receive it. As a result, packets are being dropped at the media server, leading to audio clipping issues.

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Suggested solutions

Below is a high-level summary of alternative approaches to address audio clipping, intended to stimulate discussion and consideration. While each option has its drawbacks, you can assess their feasibility in the context of your specific requirements. Use SDES: Configure SDES on your business number instead of DTLS. We see a common reason for delayed setup of media leg between partner and Meta is DTLS handshake completion. Meta cannot complete DTLS handshake until it receives your SDP. You may not be able share your SDP with Meta until your internal endpoint responds to your with their SDP. Common DTLS implementations have a retry interval of 1s, 2s, 4s etc. After you send us SDP, we often see a ~3 second delay before we receive your DTLS client hello packet and this is when your internal endpoint is sending media but it is dropped. When you switch to SDES you can directly send SRTP after you send us your SDP. Delayed Audio Playback: Instruct the SIP User Agent (UA) to wait for an ACK from BizWebrtcEndpoint before playing audio. The ACK would be sent only after receiving a successful response from the Accept API, followed by an artificial delay. This approach ensures that the WebRTC connection is established before audio playback begins. Connection State-Based Delay: Direct the SIP UA to wait until the WebRTC connection state is ‘connected’ before playing audio. This method relies on the WebRTC connection being fully established before audio playback starts. Buffered Media Packets: Buffer SIP media packets and send them only after the WebRTC connection is established. This approach ensures that no audio packets are lost due to premature playback. Silence Insertion: Insert a brief period of silence into the IVR audio before the actual audio content. This method allows the WebRTC connection to establish itself while the IVR is playing silence, reducing the likelihood of audio clipping. Pre-accept: According to the RFC recommendation, a WebRTC agent, such as BizWebrtcEndpoint, should not transmit media until the ICE process is nearly complete. In our context, this means adopting an ‘optimistic accept’ strategy by invoking the pre-accept API call even before sending the SIP INVITE. According to SIP RFCs, a User Agent Client (UAC) should be prepared to receive media immediately after sending the INVITE. Therefore, it’s advisable to initiate the WebRTC connection setup process prior to sending the SIP INVITE. These solutions may have varying degrees of complexity and impact on your system. It’s essential to evaluate their feasibility and potential trade-offs in the context of your specific use case.

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Support

For support concerning WhatsApp Business Calling API, choose the WaBiz: Calling API topic when opening a Direct Support ticket. Did you find this page helpful? Thumbs up icon Thumbs down icon ON THIS PAGE Standard error response Calling logs How to view call logs Call Logs and Events Calling error codes SIP Errors Media related issues Audio clipping issue and solution Sequence diagram Components of the sequence diagram Key points to note Root cause Suggested solutions Support