WhatsApp Number not active - Common Errors During Embedded Signup & Resolutions

Below are the most frequent issues encountered during onboarding and how to resolve them:

1. “This phone number is already connected to another WhatsApp Business Account”

Error Message: This number is registered to an existing WhatsApp account

Reason:
The phone number is already registered with:

• An existing WhatsApp account (Personal / Business App), or

• Another WhatsApp Business Account (WABA), or

• Another solution provider

Resolution:

• Log in to Meta Business Manager → WhatsApp Accounts

• Go to Phone Numbers → Settings (⚙️ icon)

• Disable Two-Step Verification (PIN)

• Remove the number from the existing WABA or WhatsApp app

• Wait 2–5 minutes for Meta sync

• Retry onboarding using Embedded Signup

2. “The phone number you entered is not associated with the selected business”

• Error Message: Invalid account linking

Reason:

• Number is linked to a different Meta Business Manager

• WhatsApp Business Account is pending / not approved

• Business ownership mismatch during ES flow

Resolution:

• Ensure you are logged into the correct Meta Business Manager

• Verify the WABA status is Approved

• Ensure the number ownership matches the selected business

• If required, remove and re-add the number under the correct business

3. OTP Not Received (SMS / Voice)

Meta-Controlled Process

Reason:

• Meta-side OTP throttling or delay

• Carrier restrictions

• Multiple OTP attempts in short duration

• International SMS/calls blocked on number

Resolution:

• Wait before retrying (avoid multiple attempts)

• Use Voice OTP instead of SMS

• Ensure the number can receive international SMS/calls

• Retry onboarding after some time

4. “Partner Could Not Be Added” / Onboarding Stuck

Error Message: Invalid account linking / Partner add failure

Reason:

• Meta unable to add solution partner (e.g., Haptik) due to:

  • Incomplete Meta setup

  • Co-existence conflicts

  • Meta-side Whatsapp business account status is not active

Resolution:

• Ensure the ES onboarding flow completes in one session

• Do not remove partners or edit WABA settings mid-process

• Wait for Meta sync (can take time)

• Ensure that the account status is active

• If unresolved, raise a support ticket for vendor escalation

5. Number Shows Inactive After Successful Onboarding

Observed Behavior (Common in Co-existence Flow)

Reason:

• WhatsApp Business App updated

• Device changed

• Solution partner removed from WABA

• Meta sync delay

Resolution:

• Wait for Meta activation (may auto-resolve)

• Re-onboard using Embedded Signup if required

• Avoid modifying WABA or app settings post-onboarding

• If persistent, vendor escalation is required

6. Display Name Rejected

Meta Policy Controlled

Reason:

• Display name violates Meta policies:

  • Generic names

  • Promotional terms

  • Mismatch with business identity

  • Incorrect capitalization/symbols

Resolution:

• Follow Meta display name guidelines strictly

• Use a clear, brand-consistent name

• Resubmit and wait for Meta approval

8. Credit Line Automatically Added

Meta Billing Policy

Reason:

• Meta automatically assigns a credit line to the business account after successful onboarding

Important Notes:

• Credit lines are governed by Meta policies

• Cannot be removed until billing is settled between Meta and the solution partner

• MSG91 has no control over credit line assignment/removal

Important Best Practices (Highly Recommended)

• Embedded Signup is fully controlled by Meta

• MSG91 does not control:

  • OTP delivery

  • Display name approval

  • Partner assignment

• Do not modify Meta Business or WhatsApp App settings during and post onboarding

• Always complete onboarding in one uninterrupted session

• Use a stable internet connection and updated browser

Need Further Help?

If onboarding fails even after following the above steps:

• Capture the exact Meta error message

• Note the timestamp and error code

• Share details with MSG91 Support for vendor escalation