Common Issues & Solutions
1. Error: Phone Number Not Eligible to Onboard
Possible cause 1: The account is already connected to a Facebook Business portfolio
1. Open Meta Business Suite
Go to 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.
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
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
Solution:
Add the WhatsApp number to your Facebook Page:
Go to Facebook Page → Settings → Linked Accounts.
Connect the WhatsApp number to your page.
4. Requesting offboarding from another provider
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: [email protected] Subject: WhatsApp Business API Offboarding Request – [Business name]
Email body:
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
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.
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.