​

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.

​

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

---