Support
If you need assistance, you can contact Meta support directly. Alternatively, you can reach out to Infobip Support, which acts as an intermediary and can escalate issues to Meta on behalf of the Tech Provider. For challenges outside the outlined categories, contact Infobip Support for further assistance.
You can contact Meta support directly through several ways.
Direct Support ticket
Open a ticket in Direct Support (opens in a new tab)
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Choose your business, select the Ask a Question button, and then one of the following categories:
- Account & WABA: Focuses on resolving issues at the Business Account or WhatsApp Business Account (WABA) level. Includes security concerns, unauthorized access, and other account-related issues.
- Onboarding: Helps with issues related to onboarding processes and Meta Business Verification for the WhatsApp Business API.
- Phone Number & Registration: Addresses phone number-specific issues, such as display name and registration concerns.
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Then, select the appropriate subcategory:
Account & WABA
- Account activity issues: Report unusual account behavior or disruptions in account functionality.
- Appeal business ban decision: Request a review of business account ban decisions.
- Increase WABA limit for a business: Request an increase in the WABA onboarding limit to accommodate more users or accounts.
- Increase phone number limit: Request an increase in the maximum number of phone numbers linked to the business account (default is 20).
- Report abuse: Raise concerns about misuse, harassment, or inappropriate use of WhatsApp services.
- Report a security breach: Report unauthorized access, data breaches, or compromised accounts.
Onboarding
- Troubleshoot Meta business verification: Resolve issues encountered during the Meta business verification process.
- Appeal API onboarding decision: Request a review of decisions related to API onboarding.
- App review questions/issues: Address questions or resolve issues arising during the app review process.
- Embedded signup issues: Troubleshoot problems with the embedded signup process for the WhatsApp Business API.
Phone Number & Registration
- Change display name (non-Official Business Account): Request changes to the display name for non-Official Business Accounts.
- Appeal display name rejection: Request a review of rejected display name submissions.
- Registration issues: Resolve registration problems for phone numbers associated with the business account
Ensure you have all relevant information and documentation ready when raising a ticket to speed up the resolution process. If you are unsure about the appropriate category, consult Infobip Support for guidance.
Bug report
If you have completed the business verification, you can report issues by creating a bug report in Meta's Platform Bug Reports (opens in a new tab).
Select WhatsApp Business API > Tech Provider Onboarding.
Community help
If you are experiencing issues with becoming a Tech Providers, you can seek help by posting in the Meta's Developer Community Forum (opens in a new tab).
Select WhatsApp Business API > Tech Provider.
