> ## Documentation Index > Fetch the complete documentation index at: https://whatsapp-docs.kap.so/llms.txt > Use this file to discover all available pages before exploring further. # Business customer support # 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](https://developers.facebook.com/documentation/business-messaging/whatsapp/solution-providers/overview). ## Contacting support If you were onboarded to the WhatsApp Business Platform by a solution provider and you have [registered](https://developers.facebook.com/async/registration/) 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/](https://business.facebook.com/direct-support/) See our [Direct Support Information](https://www.facebook.com/business/help/182669425521252) 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](https://business.facebook.com/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](https://www.facebook.com/business/help/488291839463771) 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](https://www.facebook.com/business/help/2225184664363779?id=2129163877102343) 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](https://developers.facebook.com/documentation/business-messaging/whatsapp/embedded-signup/onboarding-business-app-users#onboarding-whatsapp-business-app-users--aka--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/](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](https://business.facebook.com/direct-support/) ticket and include the transaction ID in the ticket ![](https://scontent-lax3-2.xx.fbcdn.net/v/t39.2365-6/466908269_1627253861482438_5318686688053211395_n.png?_nc_cat=100\&ccb=1-7&_nc_sid=e280be&_nc_ohc=gJGPRJaRwksQ7kNvwHP6irK&_nc_oc=AdmzZv9EohN1fQlek9lTi_cNixUQVvGzGAx7ZKiB2tkSnvDV7EkpRxUEZhwo7hnEBq8&_nc_zt=14&_nc_ht=scontent-lax3-2.xx&_nc_gid=sSgI5mj2j9tea4klTeHwyw\&oh=00_AfmmQoV9TBqToknYyCpNTaSi5y3uR0TbsKkvGEvfkJ7bBQ\&oe=695524B8) ### 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](https://developers.facebook.com/documentation/business-messaging/whatsapp/solution-providers/support/business-customer-support#contacting-support). | Error title and description | Possible solution | | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | ***\ \ 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/](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](https://developers.facebook.com/documentation/business-messaging/whatsapp/webhooks/reference/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](https://www.facebook.com/business/help/488291839463771) Help Center article to learn now to add a valid payment method. Did you find this page helpful? ![Thumbs up icon](https://static.xx.fbcdn.net/rsrc.php/yR/r/OEXJ0_DJeZv.svg) ![Thumbs down icon](https://static.xx.fbcdn.net/rsrc.php/yb/r/qKPgNVNeatU.svg) 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 ***