Troubleshooting

Each section below covers one problem area. Find your symptom (in bold), check the cause, apply the fix. For general questions, see the FAQ.

Connecting WhatsApp

The Meta signup window closes or nothing happens when I click “Connect WhatsApp”.

Cause: your browser is blocking the Meta popup, or third-party cookies are disabled for facebook.com.

Fix: allow popups for app.nybero.com, enable cookies for the signup window, and try again — ideally in a normal (non-private) browser window where you’re already logged in to Facebook. The full flow is described in Connect WhatsApp.

I completed the Meta popup but the connection failed at the last step.

Cause: usually a step inside the Meta window was skipped (for example the popup was closed before the final confirmation), or a temporary error occurred while Nybero exchanged the confirmation with Meta.

Fix: run Connect WhatsApp again and complete every screen in the Meta window, including the final confirmation. If it fails repeatedly, contact support — we can see the exact reason on our side.

Meta asks me for business verification.

Cause: Meta requires a Business portfolio and, for higher messaging limits, a verified business.

Fix: complete the requested steps in Meta Business Manager, then return to Nybero and connect again. You can usually start sending before full verification, but at lower limits.

Registering your number

After connecting, your number must be registered on the Cloud API before it can send. Nybero does this for you — these are the cases where it needs your help.

Registration asks for a PIN (“two-step verification”).

Cause: the number already has a two-step verification PIN set (typically from previous use with WhatsApp or another provider). Meta requires that exact PIN to register.

Fix: enter the existing PIN when Nybero asks for it. If you don’t know the PIN, use the reset option in Nybero — it verifies the number again via an SMS or voice code and sets a fresh PIN. Alternatively, disable two-step verification for the number in Meta’s WhatsApp Manager, then register again.

The PIN reset says the number is “already verified” and won’t send a code.

Cause: Meta blocks a new verification code once the number’s ownership is already verified — so the code-based reset path is closed.

Fix: either enter the existing two-step PIN, or open Meta’s WhatsApp Manager, disable two-step verification for the number there, and then run registration in Nybero again.

Registration says the number still needs to be verified.

Cause: the number’s ownership was never verified with Meta (no SMS/voice verification completed during signup).

Fix: complete the verification — Nybero can request an SMS or voice code to the number; enter the code, then registration runs through.

Registration says “rate limited”.

Cause: Meta limits how often a number can be (re-)registered in a short time.

Fix: wait a while (typically up to a few hours) and try again. Nothing is lost — the connection stays saved.

My number is still active in the WhatsApp app or with another provider.

Cause: a phone number can only be registered in one place — the WhatsApp/WhatsApp Business app, another provider, or the Cloud API.

Fix: delete the account in the WhatsApp app (Settings → Account → Delete account) or disconnect the number from the other provider first, then connect and register it in Nybero. See Connect WhatsApp.

Templates

My template was rejected by Meta.

Cause: Meta reviews every template against its content and formatting policies. Common reasons: promotional wording in a template submitted as utility, variables at the very beginning or end of the text, vague or spammy content, or formatting issues.

Fix: Nybero shows Meta’s rejection reason directly on the template. Adjust the content — put fixed text around variables, match the category to the content, keep it specific — and submit again. A resubmission goes through a fresh review. Tips in Template approval.

My template has been “pending” for a long time.

Cause: Meta’s review usually takes minutes to a few hours, but can occasionally take up to a day or two. Nybero refreshes the review status automatically while a template is pending.

Fix: mostly, wait. You can trigger a manual status sync on the template, and you can verify the status independently in Meta’s WhatsApp Manager. If a template is stuck for days, appeal or resubmit via WhatsApp Manager.

Meta changed my template’s category (for example utility became marketing).

Cause: Meta reclassifies templates whose content doesn’t match the submitted category — and marketing is billed at a higher rate.

Fix: Nybero shows the real, current category on the template. If you need the cheaper utility rate, rewrite the template to be strictly transactional (an update about something the contact triggered) and resubmit. See WhatsApp costs.

Campaign messages not delivered

Open the campaign to see per-recipient status. Recipients can be skipped (Nybero deliberately didn’t send) or failed (Meta rejected the send). See the Campaigns overview.

Recipient skipped: “Contact opted out”.

Cause: the contact withdrew consent (for example by replying STOP). Campaigns never send to opted-out contacts.

Fix: this is working as intended — see Opt-in management. The contact needs to opt in again before they can receive campaigns.

Recipient skipped: “Not a WhatsApp number”.

Cause: the phone number has no WhatsApp account, so delivery is impossible.

Fix: correct the contact’s number if it was mistyped; otherwise there’s nothing to send to.

Recipient skipped: “Monthly send limit reached”.

Cause: your workspace’s monthly limit for paid template sends is used up.

Fix: wait for the new month or contact us about raising the limit. See Plans.

Fewer recipients than expected — contacts missing entirely.

Cause: campaigns only target contacts with a confirmed opt-in. Contacts without recorded consent aren’t included in the audience at all.

Fix: check the opt-in status on the Contacts page and collect consent via your opt-in flows.

Sends fail with a Meta error about payment.

Cause: your WhatsApp Business Account has no valid payment method at Meta — Meta bills message costs directly to you and rejects paid sends without one.

Fix: add a payment method in Meta’s WhatsApp Manager under billing/payment settings, then resume sending. Background in WhatsApp costs.

Sends fail or throttle after a large campaign.

Cause: you hit your messaging tier (unique recipients per 24 hours) or your quality rating dropped, which lowers limits.

Fix: check the quality rating on your channel in WhatsApp settings, space out large sends, and tighten your audience to genuinely interested, opted-in contacts. Limits rise again automatically with good quality.

The whole campaign is paused.

Cause: your subscription isn’t active (trial ended, payment failed).

Fix: fix the subscription under Plans — queued recipients resume automatically once the plan is active again.

Inbox: can’t send a message

“Outside the 24h service window — send an approved template instead.”

Cause: the contact hasn’t messaged you within the last 24 hours, so WhatsApp doesn’t allow free-form messages.

Fix: send an approved template instead — the inbox offers this directly. If the template includes a quick-reply button and the contact taps it, the window reopens and you can chat freely again. See the Inbox overview.

“Contact has opted out” when sending a template.

Cause: the contact withdrew consent; templates and campaigns are blocked for them.

Fix: you can still answer them free-form if they write to you (their message opens a service window) — but promotional outreach stays off until they opt in again. See Opt-in management.

Forms

A contact didn’t receive the form I sent.

Cause: forms (in-chat forms) can only be delivered inside the contact’s open 24-hour service window — or the form isn’t published yet, or the contact has opted out.

Fix: make sure the form is published in the form builder, and send it at a moment when the window is open — in automations, place the send-form step right after the contact has replied or tapped a button. See Forms in automations.

AI agent not replying

The agent only answers when all conditions are met: subscription active, AI balance topped up, agent switched on for that contact, contact opted in, 24-hour window open, within reply hours, and not paused by a human takeover. Check them in this order.

The agent never replies to anyone.

Cause: your subscription isn’t active, your prepaid AI balance is empty, or no agent is enabled in your workspace.

Fix: check your subscription and AI balance under Billing — see Plans. Then check that your agent exists and is enabled under Agent, with a persona and knowledge base filled in.

The agent doesn’t reply to a specific contact.

Cause: the agent is off by default for every contact. It only starts when an automation runs an Agent on step for that contact.

Fix: check that the contact actually went through an automation containing the Agent on step, and that no Agent off step ran afterwards. See Automation steps.

The agent stopped replying mid-conversation.

Cause: a teammate replied manually in the inbox — that pauses the agent for this contact automatically (human takeover), so the AI never talks over your team. Alternatively, the agent handed the conversation off to a human on purpose.

Fix: that’s by design. Resume the agent for the contact from the conversation’s agent controls when your team is done. See Handover.

The agent replies only at certain times — or hours later.

Cause: the agent has reply hours per weekday. Outside those hours it defers the reply to the next opening; if no weekday is enabled at all, it never replies.

Fix: review the reply hours in the agent’s settings under Agent. Note: a deferred reply is only sent if the 24-hour window is still open when the hours begin.

The agent is on, but the window has expired.

Cause: the agent can only send free-form messages inside the 24-hour service window; once it closes, the agent stays silent. Opted-out contacts are also never answered by the agent.

Fix: re-open the conversation with an approved template (for example with a quick-reply button); once the contact responds, the agent continues.

Webhook not creating contacts

External signups arrive, but no contacts appear.

Cause: the webhook’s field mapping has no valid phone field. Exactly one incoming field must be mapped to phone, and the value must be a real phone number (ideally with country code) — payloads without a usable phone number are skipped.

Fix: open the webhook under Integrations → Webhooks, send a sample payload, and use the field-detection to map the right field to phone. Make sure your sending system includes the country code.

Contacts are created but campaigns never reach them.

Cause: the webhook’s “mark as opted in” option is off, so contacts arrive without confirmed consent — and campaigns only send to confirmed opt-ins.

Fix: enable the opt-in option on the webhook only if real consent is collected in the source system (checkbox, double opt-in). Otherwise route these contacts through an opt-in flow first.

Contacts are created but my automation doesn’t start.

Cause: no automation is listening for this webhook, or the automation is inactive.

Fix: create or activate an automation with the webhook received trigger and select this webhook. See Automation triggers.

Costs not showing

The dashboard shows no WhatsApp costs (or shows zero).

Cause: cost data comes live from Meta’s analytics for your WhatsApp Business Account. It only appears once Meta has recorded billable conversations — brand-new accounts, or periods with only free service replies, legitimately show nothing. Meta’s reporting can also lag by a few hours.

Fix: send a few billable template messages, wait for Meta’s reporting, and compare with WhatsApp Manager, which is the billing source of truth. See WhatsApp costs.

A cost or analytics section shows an error.

Cause: Nybero couldn’t read that analytics data from Meta — typically a temporary Graph API issue or an expired connection.

Fix: reload after a few minutes. If the error persists, reconnect your channel under WhatsApp settings or contact support.

Tip

Remember: Meta bills WhatsApp message costs directly to your Meta account. Nybero displays these costs for transparency but never charges you for them. Your Nybero invoice only ever contains your flat plan price. See Plans.