> For the complete documentation index, see [llms.txt](https://docs.cekat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cekat.ai/en/ai-and-platform/connected-platforms/whatsapp/common-issues-and-solutions.md).

# Common Issues & Solutions

### 1. Error: Phone Number Not Eligible to Onboard

<figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2FsSOLq16X6UuGYdTKuMoR%2FScreenshot%202025-02-24%20at%2012.02.15%E2%80%AFPM.png?alt=media&#x26;token=cefb6d8c-805d-4770-b586-156053705fa9" alt="" width="375"><figcaption></figcaption></figure>

### Possible cause 1: The account is already connected to a Facebook Business portfolio

**1. Open Meta Business Suite**

* Go to [business.facebook.com](https://business.facebook.com).

**2. Open your Business Portfolio**

* Select "Cekat AI", then go to "Settings".

**3. Check the WhatsApp account**

* Go to "WhatsApp Account".
* If the three-dot menu for "Disconnect" can't be clicked because the account is still connected to a partner, carry on with the next step.

**4. Remove the partner connection**

* Go to "Partner", then click "Manage".
* Choose "Remove Account".
* Choose "Remove from Business Portfolio".

**5. Reconnect to Cekat**

* Once that's done, try connecting to Cekat again.

### Possible cause 2: The account is already connected to a Facebook Page

**1. Open your Facebook Page**

* Open your Facebook Page and go to "Settings".
* Or go straight to [this link](https://www.facebook.com/settings/?tab=linked_profiles).

**2. Check the WhatsApp connection**

* Select "WhatsApp".
* If you see "Connection Request Pending", click "Request Cancel".

**3. Remove the WhatsApp number**

* Enter your phone number and verify it again with the OTP.
* Under "Your WhatsApp Number", click "Remove".

**4. Reconnect to Cekat**

* Once that's done, try connecting your WhatsApp Business account to Cekat again.

### **Another option**

Coexistence is a new feature from Meta, and Meta hasn't yet shared details about which numbers aren't eligible for it. If you keep getting this error, try a different WhatsApp Business number that you own.

***

### 2. Error while pairing Cloud API

<figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2FrYct4FbA8gqYAYxV6eWG%2FWhatsApp%20Image%202025-07-31%20at%2012.41.54.jpeg?alt=media&#x26;token=6265f9af-f079-4952-882b-aa41e6e43fe6" alt="" width="367"><figcaption></figcaption></figure>

**Error message:**\
`Error while pairing Cloud API`

**Solution:**\
To fix this:

* **Back up your data first.**
* **Uninstall the WhatsApp Business app** from your device.
* **Reinstall WhatsApp Business**, then try pairing again.

***

### 3. Error: WhatsApp Business Account Already Connected to Another Business

<figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2F0jPs4YVnnAXM4Mxlx0Vw%2FWhatsApp%20Image%202025-08-12%20at%2013.20.09.jpeg?alt=media&#x26;token=76a4efc7-f356-4fcf-8fb9-9fa2aa92484b" alt="" width="563"><figcaption></figcaption></figure>

**Solution:**

Add the WhatsApp number to your Facebook Page:

* Go to **Facebook Page → Settings → Linked Accounts**.

  <figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2FJuXLThhuVdFpRb8quchy%2FWhatsApp%20Image%202025-08-11%20at%2013.51.12.jpeg?alt=media&#x26;token=f0311448-8da3-480f-a658-3cecbecf93ce" alt="" width="563"><figcaption></figcaption></figure>
* Connect the WhatsApp number to your page.

  <figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2FrsojyzBykJJG4yVkW9YY%2FWhatsApp%20Image%202025-08-11%20at%2013.51.23.jpeg?alt=media&#x26;token=d6fc2bbd-5484-4253-bd19-800a27ca2eb5" alt="" width="563"><figcaption></figcaption></figure>

***

### **4. Requesting offboarding from another provider**

1. First, send a formal email to your current provider's support team asking them to release your WABA account (including the 2FA/PIN).\
   Here's an example email you can use:

***

**To:** <support@others.com>\
**Subject:** WhatsApp Business API Offboarding Request – \[Business name]

**Email body:**

```
Dear Support Team,

I would like to request offboarding for our WhatsApp Business API account. Here are the details:

Company name         : XXXXXXX
WhatsApp API number  : +62XXXXXXX
Reason               : Migrating to another BSP
Request date         : 18 January 2024

Admin account
Email    : xxxx@gmail.com
Password : xxxxxx

Requester
Name     : Alexander
Email    : xxxx@gmail.com

Please help us release the 2FA. Thank you.
```

***

**2. Wait for confirmation from your provider**

Your provider will process the offboarding request and remove **2FA (two-factor authentication)** from their system.

> You'll know it worked when you can open Meta WhatsApp Manager and its 2FA menu (see the next step).

***

**3. Turn off two-step verification (2FA) in Meta WhatsApp Manager**

<figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2Fs1aBdKQu8V5o3Jh9ybyI%2FWhatsApp%20Image%202025-09-16%20at%2013.58.30.jpeg?alt=media&#x26;token=da040457-a6e7-4340-94ce-579d3d403742" alt=""><figcaption></figcaption></figure>

Once your provider has released the 2FA, open WhatsApp Manager:

📍 business.facebook.com → Business Settings → WhatsApp Accounts → select your number → **"Two-step verification" tab**

Then click:

* 🔘 **Turn off two-step verification**
* Or, if you need to, change the PIN by clicking **Change PIN**

***

### **5. Messages show as sent but aren't delivered**

Sometimes a message looks like it was sent but never reaches the recipient. In most cases, neither Cekat nor Meta can share the exact reason, because of platform privacy and policy rules.

<figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2FQ20I0sQ55tDJHz3ZvygD%2FScreenshot%202026-05-21%20at%204.07.59%E2%80%AFPM.png?alt=media&#x26;token=eba06d54-46ba-44f1-8e15-38aafb01f50e" alt=""><figcaption></figcaption></figure>

Here are some possible reasons:

* **The customer hasn't been online for 30 days**: Meta only holds messages for 30 days for customers who are offline. If the customer doesn't open WhatsApp in that time, the message won't be delivered.
* **The customer has blocked your business number**: the customer has blocked your number, or another number owned by the same business.
* **The customer is in a restricted country**: the customer is located in a country that Meta restricts or that is under sanctions.
* **An issue on Meta's side**: outside of the cases above, a message can occasionally get stuck on "sent" because of an internal problem at Meta. This is outside the control of both Cekat and you.