Troubleshoot Zid WhatsApp
This page helps you fix the most common WhatsApp problems: messages that fail, permissions that Zid lost, a Meta account that is restricted or banned, and trouble connecting your number. Meta makes the decisions on restrictions, bans, templates and display names. Zid can't see Meta's internal reasons or reverse its decisions, but the steps below cover what you can do.
Why messages fail
A template can be approved and its messages still fail for some customers. To find the reason:
In the message log, open the Failed tab and hover a message's status.
In live chat, read the red box under the message.
The most common reason is Meta's protection against unwanted messages: when a customer has received many marketing messages lately, from any business, Meta stops more from reaching them for a while. It accounts for about half of failed messages, and it's expected, especially for campaigns and abandoned cart reminders. Up to half of the messages in a campaign can fail for reasons outside your store's and Zid's control, such as the customer's status, your number's quality and the 24-hour window.
Zid sends failed messages again automatically when the reason is temporary, and leaves out final failures so they don't harm your account's quality. The Retried automatically column below shows which is which.
| Reason shown in live chat | What it means | What to do | Retried automatically |
|---|---|---|---|
| Delivery Limited by Meta | The customer received too many marketing messages recently. | Wait at least 24 hours before you try again. | Yes, after a wait |
| Marketing Messages Blocked | The customer turned off marketing messages from your business. | Don't send this customer marketing messages again. | No |
| Message Undeliverable | The number isn't on WhatsApp, the customer hasn't accepted WhatsApp's latest terms or uses an old app version, or the customer blocked your number. | Reach the customer another way. | No |
| Conversation Window Closed | More than 24 hours passed since the customer's last message. | Send an approved template. | No |
| Account Under Maintenance | Meta is temporarily working on your WhatsApp Business account, for example to raise its sending capacity. | Wait a while, then send again. | Yes |
| Template Paused | Meta paused the template because of low quality, such as customer reports. It can't be sent until Meta resumes it automatically. | Improve the template's text and submit it again. | No |
| Template Permanently Disabled | Repeated quality problems or a policy breach disabled the template for good. | Create a new template that follows Meta's rules. | No |
| Template Not Found | The template doesn't exist, isn't approved, or its language doesn't match. | Check the template's status and language. | No |
| Template Policy Violation | The template's content or formatting breaks WhatsApp's template policies, for example with symbols or separators they don't allow. | Edit the message to follow Meta's rules, then submit it again. | No |
| Display Name Not Approved | Your number has no approved display name. | See Get your display name approved. | No |
When you send faster than WhatsApp allows for a short time, Zid also retries the messages later on its own. For the full list of reasons, see Meta's error codes.
Messages also fail when you reach your daily messaging limit, when their variables are badly formatted, or when your sending looks automated and is treated as spam. Every message fails while your account is restricted or Zid's permissions are revoked.
A rejected template and a failed message aren't the same: Meta rejects a template during its review, before you can use it, while a message fails after the template is approved, when it's sent to a particular customer.
What you can do:
Failed messages aren't charged: their points return to your balance.
Resend failed messages from the message log when the reason allows it. Avoid resending to the same customers again and again; it can mark your number as a source of spam.
Check your number's quality rating in WhatsApp Manager in Meta Business Suite. Frequent blocks and reports lower it and can lead to restrictions.
Restore revoked permissions
When your account status shows Access Revoked, Zid lost its access to your WhatsApp Business account in Meta. Messages and campaigns stop, and Meta rejects new templates, until you grant the permissions again.
Common causes:
The number was deleted from the WhatsApp Business app or linked to another phone, for a number that also runs in the app.
Two-step verification was turned on for the number.
The number moved to another business account.
There's a problem with the payment method in your Meta account.
Meta restricted the account or the number.
Someone removed Zid's permissions in Meta Business Suite.
To restore the permissions:
If two-step verification is on for your number in Meta, turn it off first.
On the WhatsApp page, click Restore permissions. Meta's connection window opens.
Choose your current business portfolio, your current WhatsApp Business account and the same number you connected before.
Complete Meta's steps. Permissions restored successfully appears when it works.
Don't create a new WhatsApp Business account in Meta's window, don't choose Connect a WhatsApp Business App, and don't pick a different number. Choose the account and number that were connected to Zid.
Restoring the permissions doesn't delete any messages or chats, and you keep the same number. If Couldn't grant access, please try again appears, try again, or contact Zid support.
To avoid losing the permissions again, keep using the same WhatsApp Business account, and move the number to another business portfolio or platform only when you have to. After you change your Meta settings, you may need to restore the permissions again.
When Meta restricts or bans your account
Your account status shows Restricted or Banned, or a red alert from Meta appears at the top of the WhatsApp page. Hover the status to read Meta's explanation when there is one.
Common causes:
A new account. Meta's automated systems often restrict new accounts that have no history, and this is the most common cause.
Business details, such as the name, address and phone number, that don't match between your business portfolio, your website and your official documents.
Earlier violations or disabled ad accounts in the same business portfolio.
Unusual activity, such as frequent admin changes or sign-ins from unfamiliar devices or places.
A business portfolio that isn't verified.
Customers who often block or report your number, or messages to people who didn't agree to receive them.
To lower the risk:
Verify your business as early as you can. Verification lowers the risk but doesn't remove it.
Fill in every detail of your business portfolio, and keep it consistent with your website and documents.
Avoid many admin changes in a short time, especially in the first days.
Start with a few messages and templates, and increase gradually.
If Meta restricts your account:
In Meta Business Suite, request a review of the restriction, and upload any documents Meta asks for, such as your Commercial Registration.
Wait for Meta's answer, which can take from a few days to weeks. Don't send repeated requests; they can slow the answer down.
If Meta keeps the restriction, the remaining option is a new business portfolio. Whether you can use the same number there depends on its status with Meta. To keep the new portfolio from being restricted too:
Create it from an active personal Facebook account with real details, preferably an older one.
Don't give it a name similar to the restricted portfolio's.
Make someone other than the restricted portfolio's admin its admin.
A banned number can't be connected again until Meta lifts the ban, which you request by appealing to Meta.
Connection and setup problems
The daily limit shows 0 after activation
Meta can take a while to set your limit after you connect. Wait at least an hour. If the Overview card still shows 0, contact Zid support.
Your WhatsApp Business app chats don't appear in live chat
For a number connected from the WhatsApp Business app, chats copy to Zid only if you chose Share all messages while connecting, and only individual chats from about the last six months copy. To change your choice, cancel the number and connect it again.
The connection with the WhatsApp Business app dropped
This usually happens when the app isn't opened for more than 14 days, or when Zid is unlinked in the app's settings. Open the app, then connect the number again. See WhatsApp number and connection types.
The number is registered to another WhatsApp account
If you're moving the number to Zid only, make sure you deleted its account from the WhatsApp app.
In Meta Business Suite, make sure the number is deleted from all your WhatsApp accounts.
Wait a few minutes. Meta needs at least five minutes after a number is deleted before it can be registered again.
Try connecting again. If the message persists, contact Zid support.
The verification code doesn't arrive
Make sure the SIM card is in a phone that receives text messages, and ask for the code by call instead of SMS. Also make sure the number is deleted from WhatsApp apps and from your WhatsApp accounts in Meta.
The display name stays in review or can't be changed
See Review time, postponed reviews and changes.
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