WhatsApp Coexistence Embedded Signup - Issues, Causes and Resolution

The WhatsApp Coexistence feature, which allows businesses to use the WhatsApp Business App and WhatsApp Business API simultaneously with the same phone number, is a powerful tool for scaling communication. However, given that this is a recently rolled-out feature by Meta and considering the stringent Terms and conditions that Meta enforces, users may encounter specific issues during registration.

Below is a detailed overview of common issues faced during the registration process and their resolution approaches, based on available information and insights from web sources.

Common Issues and Their Resolution Approaches

1. Ineligible Phone Number

Issue: Users receive an error message stating, "Your phone number isn't eligible to connect to the WhatsApp Business Platform. More activity on the WhatsApp Business App is needed to help determine eligibility." This occurs when the phone number lacks sufficient activity or account tenure.

Cause: Meta requires the phone number to have been actively used on the WhatsApp Business App for at least 7 days to establish credibility. New or recently registered numbers may not meet eligibility criteria.

Resolution:

• Build Account Activity: Actively use the WhatsApp Business App for at least 7 days (preferably longer, up to 1–2 months) to establish messaging history and credibility. Engage in regular communication with customers to demonstrate consistent usage.
• Avoid re-registering: Do not delete and re-register the number, as Meta may flag it as a new number and reset the activity timeline, further delaying eligibility.
• Check existing WABA Number Status: Ensure the number has not been previously used for a WhatsApp Business API (WABA) account. If it has, you may need to delete the WABA account, re-register it in the WhatsApp Business App, and wait 1–2 months before attempting Coexistence onboarding.
• Contact Support: If the issue persists, reach out to the WhatsApp Solution Provider (e.g., ChakraHQ) or Meta’s support team for guidance.
  

2. Unsupported Country or Region

Issue: Businesses in certain countries or regions cannot register for Coexistence due to restrictions on phone number country codes. Commonly unsupported regions include the European Union, the United Kingdom, Australia, Japan, Nigeria, the Philippines, Russia, South Korea, South Africa, and Turkey.

Cause: Regulatory, compliance, or service limitations imposed by Meta restrict Coexistence in these regions.

Resolution:

• Use a Supported Country Code: Register with a phone number from a supported country (e.g., India, Mexico, Brazil, Indonesia, the United States, Hong Kong, or Singapore). Businesses operating in unsupported regions can use a supported country’s phone number, provided they comply with local regulations and WhatsApp’s policies.
• Monitor Updates: As the feature is in beta, Meta may expand supported regions. Check Meta’s official documentation or WhatsApp Solution Provider blogs (e.g., ChakraHQ) for updates.
• Alternative Solutions: If operating in an unsupported region, consider using the WhatsApp Business App alone or explore other messaging platforms until Coexistence becomes available.
  

3. Previous Integration with WhatsApp Business API

Issue: Users who previously integrated their phone number with a WhatsApp Business API (WABA) account via a different provider cannot immediately enable the Coexistence. They encounter errors or are unable to proceed with registration.

Cause: Meta restricts the immediate reuse of a phone number previously registered with a WABA account. A cooldown period of 1–2 months is required to re-establish the number’s eligibility in the WhatsApp Business App.

Resolution:

• Delete WABA Account: If the number was previously used for a WABA, delete the WABA account via the provider’s platform.
• Re-register in WhatsApp Business App: Download the WhatsApp Business App, sign up with the same number, and use it actively for 1–2 months to build credibility.
• Avoid Immediate Re-integration: Do not attempt to re-integrate the number into the API immediately after deletion, as Meta may flag it as ineligible.
• Contact Provider: Work with your WhatsApp Solution Provider to ensure appropriate deregistration and cool-off duration.

4. Synchronization Failures or Delays

Issue: During setup, the synchronization of chats and contacts (up to 6 months of history) fails or takes longer than expected (may take up to 4–6 hours, depending on the chat volume). Users may also experience incomplete data transfer.

Cause: Synchronization issues can arise due to:

• Large volumes of chat data, slowing down the process.
• Unstable internet connections during synchronization.
• The WhatsApp Business App is not open or active during the process.

Resolution:

• Keep App Open: Ensure the WhatsApp Business App remains open and the device maintains a stable internet connection during synchronization.
• Check Data Volume: Be patient if you have a large chat history, as synchronization can take up to 6 hours, depending on data size and server load.
• Restart Process: If synchronization fails, restart the setup process by rescanning the QR code provided by the WhatsApp Solution Provider. Ensure the app is updated to version 2.24.17 or newer.
• Contact Support: Reach out to the Solution Provider’s support team for assistance with sync issues.

5. QR Code Scanning Issues

Issue: Users encounter errors when scanning the QR code to connect the WhatsApp Business App to the Cloud API, or the QR code does not appear.

Cause: This may occur due to:

• Outdated WhatsApp Business App version (requires 2.24.17 or newer).
• Incorrect navigation during the Embedded Signup process.
• Device or camera issues are preventing QR code scanning.
• Temporary server issues

Resolution:

• Update App: Ensure the WhatsApp Business App is updated to version 2.24.17 or higher. Check for updates in the app store.
• Follow Correct Steps: Navigate to Settings > WhatsApp > Sign Up with Facebook in the WhatsApp Business App to initiate the QR code prompt. Follow the provider’s setup guide (e.g., ChakraHQ) precisely.
• Check Device: Use a smartphone with a functional camera for scanning. Ensure proper lighting and focus when scanning the QR code.
• Retry or Contact Support: If the QR code doesn’t appear or scanning fails, retry the process or contact the WhatsApp Solution Provider for troubleshooting.

6. Facebook Page Linking Issues

Issue: Users cannot link their WhatsApp Business account to a Facebook Page, a prerequisite for Coexistence setup, or encounter errors during the linking process.

Cause: Issues may arise due to:

• No existing Facebook Page or Business Manager account.
• Incorrect login credentials or permissions (admin privileges required).
• Regional restrictions or Meta account issues.

Resolution:

• Create a Facebook Page: If you don’t have a Facebook Page, create one via the WhatsApp Business App under Settings > Business Tools > Facebook & Instagram.
• Verify Permissions: Ensure you have admin privileges for the Facebook Page and Business Manager. Log in with the correct credentials.
• Check Meta Business Account: Create or connect to a Meta Business Account during the Embedded Signup process. Ensure the Business Manager is owned by the business and includes accurate business information (legal name, address, website).
• Contact Meta Support: If linking fails, contact Meta’s support or your WhatsApp Solution Provider for assistance with account setup or permissions.

7. Inability to Disable Coexistence

Issue: WhatsApp Coexistence doesn’t provide a direct disable feature from the WhatsApp API platform

Cause: Feature is not available in the API platform

Resolution:

• Disconnect via App: In the WhatsApp Business App, go to Settings > Account > Business Platform and click the Disconnect button.
• Avoid Uninstalling App: Do not uninstall the WhatsApp Business App, as this may disconnect the account entirely and cause issues with re-onboarding.
• Contact Support: If the disconnect option is unavailable, reach out to the WhatsApp Solution Provider (e.g, Chakra Chat ) support team or Meta support.

8. Unsupported Companion Devices

Issue: Messages sent via unsupported companion devices (e.g., WhatsApp for Windows or WearOS) do not sync with the Cloud API, leading to missing messages in the API platform.

Cause: Only certain companion clients (e.g, WhatsApp Web, WhatsApp for Mac) are supported in Coexistence mode. Unsupported devices can send messages, but such messages don’t echo (sync) in the WhatsApp API.

Resolution:

• Use Supported Companions: Re-link devices using supported companions (WhatsApp Web or WhatsApp for Mac) after onboarding, as existing linked devices may be unlinked during setup.
• Check for Placeholders: If messages are sent via unsupported devices, a placeholder may appear in the app, instructing users to view messages in a supported companion. Switch to a supported device to ensure full syncing.
• Monitor Updates: As the feature is in beta, check for updates from Meta or your Solution Provider for expanded companion support.

9. Business Name Limitations

• Issue: Users cannot change the business name after onboarding to Coexistence, leading to issues if the name is incorrect or outdated.
• Cause: Meta locks the business name post-onboarding to maintain consistency across both platforms.
• Resolution:
• Update the Name before Onboarding: Verify and update the business name in the WhatsApp Business App and Meta Business Manager before starting the Coexistence setup.
• Contact Meta Support: If the name needs to be changed post-onboarding, contact Meta or your Solution Provider for assistance, though changes may not be guaranteed.

Quick Checklist for a Seamless Registration:

• Keep an Updated App: Use a WhatsApp Business app version 2.24.17 or newer to avoid compatibility issues.
• Work with Official Providers: Use trusted WhatsApp Solution Providers like Chakra Chat, 360Dialog, for guided onboarding and support.
• Check Eligibility: Ensure that the phone number has sufficient activity (7+ days) and is from a supported country.
• Backup Data: Although Coexistence syncs up to 6 months of chat history, backup critical data manually before setup to avoid potential loss.

Conclusion

The WhatsApp Coexistence feature enabled a seamless registration to the WhatsApp Business API for existing WhatsApp Business app users. All you need is a Facebook Business Manager account, an updated WhatsApp Business app, and ensure the WhatsApp Business number is registered in a supported country.