# FAQ

<details>

<summary>My WhatsApp number is "pending". What should I do?</summary>

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.

</details>

<details>

<summary>What are the updated pricing details for the WhatsApp Business API? </summary>

#### 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.&#x20;

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

</details>

<details>

<summary>How to disconnect WhatsApp Business app from Mercuri CX ?</summary>

<div><figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FAFrtoI9IrWYJCFfzgUOp%2Fdisconnect%201.jpg?alt=media&#x26;token=de9ab757-05a8-43d8-a9b5-320dedf963b3" alt=""><figcaption><p>Step -1 </p></figcaption></figure> <figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2Fca1vwhIY9mnrf8G1q8zW%2Fdisconnect%202.jpg?alt=media&#x26;token=b4dc5db3-3f20-44c4-82e1-26af6c7c29fc" alt=""><figcaption><p>Step 2 </p></figcaption></figure> <figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FS5tWrTAaYccRWz5kl7pE%2Fdisconnect%203.jpg?alt=media&#x26;token=dfe19f19-04dc-45cd-b855-a3d7a9b3a879" alt=""><figcaption><p>Step 3 </p></figcaption></figure> <figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2F7qv5Nkhurn5ePChTYSlQ%2Fdisconnect%204%20-final%20step.jpg?alt=media&#x26;token=084c1aab-9b6d-426a-8ee9-59da9b258adc" alt=""><figcaption><p>Step 4 </p></figcaption></figure></div>

#### 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.*

</details>

<details>

<summary>How to Add a Payment Method for WhatsApp Business API</summary>

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.

***

#### &#x20;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”**.

***

#### &#x20;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&#x20;
3. Fill in your payment details and click **Save**.

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2F7Vj3Pfq4s5AwzePpWjQq%2Fimage.png?alt=media&#x26;token=d2fed4d6-b0d5-4fe5-a973-bc2e22b3c40a" alt="" width="304"><figcaption></figcaption></figure>

***

#### 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**.

</details>

<details>

<summary>Why are my WhatsApp messages failing to send from Mercuri CX ?</summary>

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

***

<mark style="background-color:blue;">**1. Payment Failure on Meta (WhatsApp) Side**</mark>\
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.&#x20;

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](https://business.facebook.com/billing)
* 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.

***

<mark style="background-color:blue;">**2. Insufficient Balance in Mercuri Wallet**</mark>\
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.

&#x20;**How to check**:

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FO8btKUKzIcIAZDBcbKp6%2FClick%20on%20your%20account%2C%20to%20access%20the%20billing%20option%20t.png?alt=media&#x26;token=4030f64b-e226-46ee-991b-f736d7465f10" alt="" width="563"><figcaption></figcaption></figure>

* **Access Your Billing Page:**
  1. Navigate to the **Mercuri Dashboard**.
  2. Click on your account in the bottom left corner.
  3. Select ***Billing*** option&#x20;

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

</details>

<details>

<summary>How to Prevent Your WhatsApp Business Account from Being Banned </summary>

<mark style="color:blue;">**Common Reasons WhatsApp Bans Business Accounts**</mark>

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&#x20;
   * Sudden spikes in message activity can trigger platform flags

#### <mark style="color:blue;">Best Practices to Keep Your Account Safe</mark>

1. **Always Follow WhatsApp's Commerce and Business Policies**\
   Review the [official guidelines ](https://business.whatsapp.com/policy)to ensure your content is compliant.
2. **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
3. **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
4. **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.
5. **Send Quality, Value-Driven Messages**
   * Avoid repetitive or irrelevant content
   * Focus on personalized, helpful, and time-sensitive updates (e.g., order confirmations, delivery updates)
6. **Respect Frequency and Timing**
   * Avoid spamming users multiple times a day
   * Send messages during business hours unless it's a time-sensitive notification

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