Support for onboarded business customers
Updated: Nov 14, 2025 This document is intended to solve common problems encountered by business customers who have been onboarded onto the WhatsApp Business Platform by a solution provider.Contacting support
If you were onboarded to the WhatsApp Business Platform by a solution provider and you have registered as a Meta developer, you can get help by opening a Direct Support ticket using the Ask a Question button at: https://business.facebook.com/direct-support/ See our Direct Support Information Help Center article for more information about Direct Support.Billing and payments
Billing and payment support
To get support specifically related to billing, payments, and payment methods, open a Direct Support ticket with the following form selections: Topic — Dev: Billing, Credit & Pricing Request Type — Credit Card Billing If you do not see the Dev: Billing, Credit & Pricing topic, please contact your Tech Provider or Tech Partner and ask them to open a ticket for you.Add a payment method
If you have been onboarded to the WhatsApp Business Platform by a Tech Provider or Tech Partner, you must add a payment method to your WhatsApp Business Account before you can use their app to send and receive messages to WhatsApp users. See our Add a credit card to your WhatsApp Business Platform account Help Center article to learn how to add a payment method to your account. For more information about how pricing works on the WhatsApp Business Platform, see our About billing for your WhatsApp Business account Help Center article.Switch partners and remove previous line of credit
If your business customer worked with a partner in the past and still shares the previous credit line, they may see an error when attempting to switch to a new partner. Backup your business customer’s messages. Disconnect the business from Whatsapp Business app. Reconnect your business in Whatsapp Business app. Start onboarding process using the coexistence flow.Transaction support
To get support for a specific transaction: access the Meta Business Suite Billing & payments panel at https://business.facebook.com/billing_hub/. locate the transaction in either the Accounts > Whats Business accounts tab, or the Payment activity panel. copy the entire transaction ID open a Direct Support ticket and include the transaction ID in the ticket
Payment errors
These are common payment errors you may encounter in the Meta Business Suite. If the proposed possible solutions do not work, please contact support.| Error title and description | Possible solution |
|---|---|
| <CARD_TYPE> <CARD_NUMBER> hasn’t been verified. We weren’t able to complete verification, please try again. | Try again, making sure you are correctly entering the one-time-password sent to you by your bank. Make sure you are able to receive your bank’s one-time-password code. Contact your card’s issuing bank and ask if or why your card was blocked. Try again after a few days. Try another card. |
| Couldn’t save payment method Couldn’t save payment method. You’ve already saved this payment method to the maximum number of ad accounts. Please use a different payment method. | Use an alternative credit card. Note that we cannot increase the maximum number of accounts sharing a given credit card. There are no exceptions to this limitation. |
| Request Not Completed We noticed something unusual and, for your security, this request couldn’t be completed. Please try again later, or visit our Help Center. | Ask your card’s issuing bank if any restrictions have been placed on the card. Try another card. |
| Something went wrong We couldn’t complete your request. Please try again later. | Try again in a few days. Try another card. |
Display names
Once a business phone number’s display name is reviewed, business customers can change their display name using WhatsApp Manager. Newly edited display names must under display name review again. To edit a display name via WhatsApp Manager: Access WhatsApp Manager at https://business.facebook.com/wa/manage/home/. Navigate to Account tools > Phone numbers. Click the phone number. Click the Profile tab. Under Display name, use the Edit button to submit a new name. This action, as well as the review outcome, triggers a phone_number_name_update webhook.Unable to send template messages
If you are unable to send template messages, you likely have not added a valid payment method to your account. See our Add a credit card to your WhatsApp Business Platform account Help Center article to learn now to add a valid payment method. Did you find this page helpful?
ON THIS PAGE
Contacting support
Billing and payments
Billing and payment support
Add a payment method
Switch partners and remove previous line of credit
Transaction support
Payment errors
Display names
Unable to send template messages