How do I troubleshoot WhatsApp Business Account/Sender onboarding?

[Sam_Williams]

If you're having trouble creating or onboarding a WhatsApp Business Account (WABA) or WhatsApp Sender while onboarding to Sinch's WhatsApp services, you may refer to your account manager and this article for guidance. Below, we provide descriptions of a few obstacles you may run into, along with their solutions.

Note: If you are an ASP and one of your customers encounters any of the scenarios below, the overall resolution is the same. You will collect the specified information from your customer, submit the information to Sinch, and then instruct your customer to onboard again.

I selected the wrong Meta Business Portfolio ID while onboarding to Sinch's WhatsApp service. I've already onboarded a corresponding WABA and Sender. How do I fix this?

If you selected the incorrect Meta Business Portfolio ID when onboarding to Sinch's WhatsApp service and completed the process, you have already mapped the incorrect Meta Business Portfolio ID to your WABA, Sender, and Sinch project or subproject. To correct this:

1. Note the ID of the project or subproject to which you have assigned the incorrect Meta Business Portfolio ID. Also note the incorrect Meta Business Portfolio ID and corresponding WABA and Sender information. Finally, note your Sinch account ID.
   
   Note: If you are an ASP submitting this information on behalf of your customer, you must provide the ID of the project or subproject associated with that customer.
   
   
2. Contact your account manager. Provide them with the project ID (and/or subproject ID, if applicable) Meta Business Portfolio ID, WABA, Sender information, and Sinch account ID.
   
   
3. Ask your account manager to delete the mapping between the WABA and Sinch project or subproject.
   
   
4. Complete the Embedded Signup process again, this time supplying the correct Meta Business Portfolio ID information.

I connected my Meta Business Portfolio ID, WABA, and Sender to the wrong Sinch project or subproject while onboarding to Sinch's WhatsApp service. How do I fix this?

If you had the wrong Sinch project (or subproject) selected when onboarding to Sinch's WhatsApp service, you have already mapped the incorrect project or subproject to your WABA, Sender, and Meta Business Portfolio ID. To correct this:

1. Note the ID of the incorrect project or subproject to which you have assigned the Meta Business Portfolio ID. Also note the Meta Business Portfolio ID and corresponding WABA and Sender information. Finally, note your Sinch account ID.
   
   Note: If you are an ASP submitting this information on behalf of your customer, you must provide the ID of the project or subproject associated with that customer.
   
   
2. Contact your account manager. Provide them with the project ID (and or subproject ID, if applicable), Meta Business Portfolio ID, WABA, Sender information, and Sinch account ID.
   
   
3. Ask your account manager to delete the mapping between the WABA and Sinch project or subproject.
   
   
4. Complete the Embedded Signup process again, this time ensuring that the correct Sinch project or subproject is selected.

While onboarding, the Embedded Signup process was terminated prior to completion (either purposefully or accidentally). No WABA or Sender was successfully onboarded. How do I complete the process?

In this scenario, you may simply re-initiate the Embedded Signup process again. No permanent mappings were created during the incomplete Embedded Signup session, so no additional corrective action needs to be taken.

While onboarding, the Embedded Signup process was terminated prior to completion because I realized I had the wrong project or subproject selected on the Sinch Build Dashboard. No WABA or Sender was successfully onboarded. How do I complete the process for the correct project or subproject?

First, switch to the appropriate project or subproject. Then, simply re-initiate the Embedded Signup process again. No permanent mappings were created during the incomplete Embedded Signup session, so no additional corrective action needs to be taken.

Learn more about the Sinch WhatsApp Business API.