FAQ

If your WhatsApp number is pending, follow these steps to complete the registration:

1. Check if you’ve exceeded the registration limit

   • WhatsApp allows only 10 registration attempts per phone number within a 72-hour period.

   • If you’ve made 10 attempts, you will receive error code 133016, and you will need to wait 72 hours before trying again.

2. Ensure you have the correct PIN

   • When registering your phone number, you must enter the 6-digit PIN you received via SMS or voice call.

   • If you did not receive a PIN, try requesting it again or check if your number is blocked due to too many attempts.

3. Contact Mercuri Support

   • If you continue to face issues, reach out to our support team. We can help you verify the status of your phone number and guide you through the next steps.

WhatsApp Business API Pricing (Effective July 1st, 2025)

• Customer-Initiated Conversations Are Free When a customer initiates a conversation, a 24-hour customer service window opens. During this window, businesses can send messages free of charge, including:

  • Free-form messages

  • Utility messages

  • Messages with CTAs or media

• Per-Message Billing WhatsApp will move to a per-message pricing model, meaning businesses will be charged for each message delivered. This applies to:

  • Marketing messages

  • Utility messages (outside 24-hour Customer Service Window)

  • Authentication messages

• Pricing Depends on Market & Message Type Charges will vary based on:

  • The recipient’s country calling code

  • The category of the message (Marketing, Utility, Authentication)

• Volume-Based Discounts for Utility & Authentication Messages WhatsApp is introducing volume tiers to reward business growth on the WhatsApp platform. Businesses can unlock attractive discounts based on volume tiers on utility and authentication messages by sending them at higher volumes.

(Utility messages sent to the customer in the customer service window are not considered.)

How to Disconnect the WhatsApp Business App from Mercuri CX

If you want to disconnect your WhatsApp Business app from Mercuri CX, follow these simple steps:

Step 1: Go to Business Platform Settings

1. Open your WhatsApp Business app.

2. Tap the three-dot menu (⋮) at the top right corner.

3. Navigate to Settings > Account.

4. Select Business Platform from the list.

Step 2: Select Mercuri CX Integration

1. Under Business Platform, you’ll see a list of connected platforms.

2. Tap on Mercuri CX (or the integration listed under “Meta Account”).

ℹ️ Note: You can only be connected to one Business Platform account at a time. Disconnecting Mercuri will stop platform-level services but won’t affect your WhatsApp Business app itself.

Step 3: Review Disconnection Information

1. A prompt will appear showing what happens when you disconnect.

2. Read the message carefully—disconnecting will stop the flow of messages between Mercuri CX and WhatsApp.

3. Tap Next to continue.

Step 4: Confirm and Disconnect

1. You will see a final confirmation screen.

2. Tap the “Disconnect” button to complete the process.

To reconnect Mercuri for messaging and automation, you’ll need to go through the WhatsApp Business API setup again in Mercuri CX.

To send business-initiated messages via WhatsApp using Mercuri CX, you must ensure that a valid payment method is added to your Meta (Facebook) Business Account.

Follow the steps below to add or update your payment method.

Step 1: Go to Meta Business Settings

1. Visit https://business.facebook.com

2. Log in using the same Facebook account that owns the WhatsApp Business account.

3. From the left-hand menu, click on “Business Settings”.

Step 2: Select Your WhatsApp Business Account

1. In Business Settings, scroll down and click on “WhatsApp Accounts” (under “Accounts”).

2. Select the WhatsApp Business Account you want to set up payments for.

Step 3: Go to Payment Settings

1. Once your WhatsApp Business Account is selected, go to the “Settings” tab at the top.

2. Click on “Payment Settings” or scroll to find the Billing section.

3. You’ll be redirected to the Meta Billing Center.

Step 4: Add a Payment Method

1. In the Meta Billing Center, click “Add Payment Method.”

2. Choose your preferred payment method

3. Fill in your payment details and click Save.

Step 5: Confirm and Link to WhatsApp Messaging

Once the payment method is added:

• Meta will automatically link this payment method to your WhatsApp Business Account.

• You can now start sending business-initiated messages via Mercuri CX.

There are two common reasons your WhatsApp messages may be failing:

1. Payment Failure on Meta (WhatsApp) Side Even if you’ve added a payment method to your Meta (Facebook) Business Manager, messages can fail if recent transactions have been declined or failed.

Meta bills you separately for WhatsApp conversation charges.

If a payment attempt fails (due to card issues, insufficient credit limit, etc.), WhatsApp will stop processing business-initiated messages until the issue is resolved.

How to check:

• Go to Meta Billing Center

• Switch to the “WhatsApp Business Accounts” tab

• Review recent transactions under your WhatsApp Business Account

• Look for any failed status next to the payments

💡 Fix: Add a valid card or resolve the failed transaction directly in Meta Billing to resume sending messages.

2. Insufficient Balance in Mercuri Wallet Mercuri charges a nominal fee per message for using its tools like Inbox, Campaign Builder, and Automations. If your Mercuri wallet has insufficient balance, messages may fail.

How to check:

• Access Your Billing Page:

  1. Navigate to the Mercuri Dashboard.

  2. Click on your account in the bottom left corner.

  3. Select Billing option

💡 Fix: Top up your Mercuri wallet to continue sending messages smoothly.

Common Reasons WhatsApp Bans Business Accounts

1. Violating WhatsApp Business Policies

   • Promoting or selling illegal, restricted, or adult content

   • Sharing misleading or deceptive messages

2. Sending Unsolicited Promotional Messages

   • Messaging users who haven’t explicitly opted in to receive promotional messages .

   • Customers marking your messages as spam leads to quality score drops and potential bans

3. High Message Volume in Short Time

   • Sending too many messages in bulk to new users or cold contacts

   • Sudden spikes in message activity can trigger platform flags

Best Practices to Keep Your Account Safe

1. Always Follow WhatsApp's Commerce and Business Policies Review the official guidelines to ensure your content is compliant.

1. Collect Clear Opt-In Before Messaging

   • Use a visible checkbox or form to get user consent before sending marketing or notification messages

   • Make opt-in specific to WhatsApp communication

2. Avoid Broadcasting Without Permission

   • Don’t send bulk messages to contacts who haven’t explicitly opted in

   • Avoid scraping numbers or using third-party databases

3. Maintain & Update Your Broadcast / contact Lists

   • Regularly clear your Broadcast lists to remove opted-out users

   • If the Broadcast list is not updated regularly , you may end up sending messages to the customers who have opted-out, resulting in customers marking it as spam.

4. Send Quality, Value-Driven Messages

   • Avoid repetitive or irrelevant content

   • Focus on personalized, helpful, and time-sensitive updates (e.g., order confirmations, delivery updates)

5. Respect Frequency and Timing

   • Avoid spamming users multiple times a day

   • Send messages during business hours unless it's a time-sensitive notification