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Use this page when connecting a WhatsApp number to Nexor does not finish cleanly. The symptoms below are grouped by connection method, plus a final section on payment and billing issues that block template sending. Most blockers are controlled by Meta, not by Nexor. Nexor surfaces the error, but the fix usually happens in your Meta Business settings.
Two Meta pages are referenced throughout this guide:

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Before you retry anything

Whatever method you use, check these first:
  • You are logged into the correct Facebook account.
  • You have admin or sufficient access to the right Meta Business Portfolio.
  • The selected Business Portfolio has capacity for another WhatsApp phone number.
  • WhatsApp phone numbers shows no unresolved number-status or capacity issues.
  • WhatsApp account settings shows no unresolved WABA status, business verification, billing, or payment prompts.
  • Your business profile has complete information, including a public HTTPS website if Meta asks for one.
Never choose Display name only in Meta’s flow for any connection method. That option can create a generic, limited Meta-managed number instead of the number you intend to connect. These numbers are heavily limited and often stop sending very quickly, and require display-name approval before you can keep using them, which can also take significantly longer. If you already completed setup with Display name only, disconnect or delete that profile before restarting.

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Instant setup

Instant setup uses Meta embedded signup to connect a Nexor-provided WhatsApp number. It only works when you select a Nexor-provided number inside Meta, listed under BSP provided number.
1

Use a supported browser

Use Chrome or Firefox.
2

Disable blocking extensions

Disable ad blockers and privacy extensions for the setup session, and allow popups and cookies.
3

Log in first

Log into Facebook before restarting setup.
4

Restart

Restart instant setup from Nexor.
This usually means the wrong Facebook account is logged in, the WABA belongs to another Business Portfolio, or your Meta user does not have enough permissions.
1

Confirm the account

Confirm you are logged into the Facebook account that owns or manages the business.
2

Verify the WABA exists

Open Meta Business Settings and verify the WABA exists under that business.
3

Fix access

Ask a Meta business admin to grant access if you cannot see the business or WABA.
4

Retry

Retry instant setup after access is corrected.
Meta could not validate your business profile data.
1

Use a real website

Use a real public HTTPS website and confirm it loads in an incognito browser.
2

Match your details

Make sure the legal name, address, website, and phone number match the business.
3

Restart the popup

Restart the Meta popup after updating the information.
If Meta only shows Add a new WhatsApp number or asks you to type a phone number, do not continue in that flow.
1

Cancel and restart

Cancel the Meta popup and restart instant setup from Nexor.
2

Choose the right option

At the phone-number step, choose Use a new or existing WhatsApp number.
3

Select a provided number

Select a number under BSP provided number.
4

If the section is still missing

Check WhatsApp Manager for account limits or restrictions.
Visible BSP-provided numbers do not always mean the number pool is the blocker. Meta can still reject setup because of WABA, Business Portfolio, compliance, or phone-number-capacity state.
1

Open phone numbers

Open WhatsApp phone numbers for the same Business Portfolio used in setup.
2

Check status and warnings

Check number status, phone-number capacity, and any visible warnings on the selected WABA.
3

Resolve and retry

Resolve any Meta warnings, restrictions, or review requests, then retry instant setup.
SMS or voice verification means Meta moved you into manual number registration, not instant setup.
1

Cancel and restart

Cancel the Meta popup and restart instant setup from Nexor.
2

Select a provided number

At the phone-number step, select a number under BSP provided number. Do not type a new phone number.
Meta enforces phone-number capacity at the Business Portfolio level. New portfolios usually start with capacity for 2 registered WhatsApp business phone numbers. Meta can later raise this to 20 after business verification or after the portfolio reaches a 2,000 messaging limit.When the portfolio has no capacity left, embedded signup can fail without a clear inline error. You may see only a red indicator on the phone-number step, a disabled Add phone number, or capacity text such as 1 of 2 added.
1

Review all numbers

Open WhatsApp phone numbers and review every number across every WABA under the selected Business Portfolio.
2

Remove unused numbers

Remove unused, pending, or stale numbers if you have Meta admin access.
3

Raise your limit

Complete Meta Business Verification if you need higher phone-number limits.
4

Retry

Retry after Meta shows capacity is available.
This usually points to a Meta-side restriction on the selected WABA or Business Portfolio.
1

Review alerts

Open WhatsApp phone numbers and review WABA, phone-number, or Business Portfolio alerts.
2

Check account-level setup

If Meta points to account-level setup, open WhatsApp account settings and check WABA status, business verification, and billing or payment prompts.
3

Request review

Use Meta’s Request Review option if available.
4

Retry

Retry instant setup only after Meta clears the restriction.
Meta could not link the phone number to the selected WhatsApp account, or the number stayed pending or blocked after selection.
1

Check the WABA

Check the selected WABA in WhatsApp Manager and resolve any verification or account warnings.
2

Retry

Retry instant setup.
3

Try another number

If the same provided number remains pending, restart and choose a different BSP-provided number.
Every newly created WABA goes through a Meta review before it is fully onboarded. During this period the number can stay pending even if the Business Portfolio already shows as verified.
1

Confirm status

Open WhatsApp phone numbers and confirm the number status.
2

Complete business info

Make sure the Business Portfolio has complete business information, including legal name, address, business phone number, and a public HTTPS website.
3

Take any requested action

Complete any visible Meta-requested action if one appears. If no action appears, wait for Meta to finish the WABA review.
Nexor saves the WABA review status and shows it on the connected number while it is pending. When Meta sends the review update, Nexor automatically retries phone registration. You do not need to keep restarting instant setup unless support asks you to.
If Meta shows errors such as 141014, 131031, or language about a banned WABA, account lock, compliance review, or business review, the blocker is controlled by Meta.
1

Check warnings

Open WhatsApp phone numbers and check for WABA or phone-number warnings.
2

Check account-level setup

If Meta points to account-level setup, open WhatsApp account settings and check WABA status, business verification, and billing or payment prompts.
3

Remediate

Complete any requested business verification, review, or remediation steps.
4

Retry with a clean WABA

Retry with a WABA that is not blocked.

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WhatsApp Business App (coexistence)

Coexistence lets you use the WhatsApp Business App and Nexor at the same time. It is convenient, but less stable than a dedicated Cloud API connection. The standard flow is: in Nexor, start the WhatsApp connection (from an agent’s WhatsApp channel or from Integrations → WhatsApp) → choose WhatsApp Business App → log in with Facebook → scan the QR code shown by Meta. If it works, the number stays active in the phone app and in Nexor.
Coexistence only changes the connection mode. It does not remove display-name approval, business verification, payment-method, or template restrictions. If you need maximum stability for production, use the dedicated / Cloud API path instead.
This is the most common source of failures, especially after migrations from another BSP.
1

Open the old WABA

In Meta Business Settings, open Accounts → WhatsApp accounts and select the old WhatsApp account / WABA for the number.
2

Check what to keep

Check whether that WABA has other active production numbers, templates, or assets you need. If it does, preserve, migrate, or recreate anything you need before continuing.
3

Remove partners

Open Partners and remove every partner listed for that WhatsApp account.
4

Remove the WABA

Delete or remove the WhatsApp account from the Business Portfolio.
5

Clean up in Nexor

In Nexor, remove the number under Integrations → WhatsApp if it still appears there.
6

Reconnect

Start the Nexor coexistence flow again and create or select a new WABA in Meta embedded signup.
Removing the WhatsApp account from the Business Portfolio does not delete the WhatsApp Business App account on the phone. It can affect other production numbers, templates, and partner access inside the same WABA, so only continue after you have checked that the old WABA is safe to remove.
This usually means you selected the wrong Business Portfolio, the WABA is still controlled by another partner, or the number is still tied to an older WABA or app assignment.
1

Confirm the portfolio

Confirm you are logged into the correct Business Portfolio in Meta.
2

Look elsewhere

Check whether the WABA appears under a different portfolio.
3

Check partners

Check whether an old partner still appears in the Partners tab.
4

Retry

Retry after the cleanup steps above. If you use your own Facebook developer app, consider Manual setup instead of embedded signup.
During onboarding, choose the path for connecting the WhatsApp Business App. Choosing the wrong option can leave the number attached to the wrong app or with missing webhook subscriptions.
1

Restart

Restart the flow from Nexor.
2

Choose WhatsApp Business App

Make sure you chose WhatsApp Business App and use the QR-based pairing path.
3

Avoid the wrong paths

Do not choose the wrong “existing app” path, and do not choose Display name only.
Meta can block the phone-number step with a message that the number is not eligible to connect to the WhatsApp Business Platform, or that more activity in the WhatsApp Business App is needed to determine eligibility.If the number or account is new, first make sure the number is active in the WhatsApp Business App, then retry the Nexor coexistence flow. If the error keeps appearing, resetting the WhatsApp Business App account for that number is often the most reliable recovery:
1

Delete the account

In the WhatsApp Business App, open Settings → Account → Delete account and delete the WhatsApp Business account for that phone number.
2

Recreate it

Create the account again in the WhatsApp Business App using the same phone number.
3

Restart in Nexor

Return to Nexor and restart the WhatsApp Business App coexistence flow.
Do not link the number manually to a Meta Business Portfolio before retrying. Create the account in the WhatsApp Business App first, then let the Nexor flow handle the Meta connection. If the error persists after recreating the account, try a different phone number, keeping the exact Meta error text and screenshots from the Meta popup on hand.
Meta shows this error when the phone number is not associated with the business selected in the flow. In practice this often happens when the number is still associated with a different company or portfolio, an old BSP relationship is still partially attached, or the number was cleaned up only on the app side but not on the portfolio or WABA side.
1

Open the WABA

In Meta Business Settings, open Accounts → WhatsApp accounts and select the WhatsApp account / WABA currently associated with the number.
2

Check what to keep

Check whether that WABA has other active production numbers, templates, or assets you need. If it does, preserve, migrate, or recreate anything you need first.
3

Remove partners

Open Partners and remove every partner listed for that WhatsApp account.
4

Remove the WABA

Delete or remove the WhatsApp account from the Business Portfolio.
5

Clean up and reconnect

Remove the number under Integrations → WhatsApp in Nexor if it still appears, then reconnect from Nexor and create or select a new WABA in Meta embedded signup.
If the error persists after full cleanup, gather the phone_number_id, the waba_id, the exact Meta error, and screenshots of the relevant Meta pages.
Meta shows this error when the business is already sharing that WhatsApp Business Account with another partner, and switching partners is not supported in this flow. Typically Meta says the number is still shared with a partner or must be disconnected first, even when you believe the previous provider is already disconnected.
1

Re-check the app

Re-check the WhatsApp Business App for business-platform connections.
2

Re-check partners

Re-check the Partners tab in WhatsApp Manager.
3

Re-check the portfolio

Re-check whether the WhatsApp account still lives under an old portfolio.
4

When cleanup isn't enough

If all visible associations are gone and the error remains, Meta may still treat the number as linked to a previous partner even after visible cleanup.
Known coexistence behaviors to expect: occasional disconnects, some WhatsApp Web sync issues, some contact-name sync issues, and some first inbound messages may not reach Nexor immediately. If your use case needs stable automation, templates, webhooks, and production reliability, use the dedicated / Cloud API path instead.

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Bring your own number

Bring your own number uses Meta embedded signup to connect a phone number you control as a dedicated Cloud API number. The number should not stay active in the WhatsApp Business App after setup. In addition to the shared pre-flight checks, confirm that:
  • The number can receive SMS or voice calls during setup.
  • The number is not already connected to another Nexor project.
  • The number is not still attached to another WABA, previous provider, or WhatsApp Business App account.
  • Two-step verification is disabled in the source WABA if Meta requires it.
This usually means the wrong Facebook account is logged in, the WABA belongs to another Business Portfolio, or your Meta user does not have enough permissions.
1

Confirm the account

Confirm you are logged into the Facebook account that owns or manages the business.
2

Verify the WABA

Open Meta Business Settings and verify the WABA exists under that business.
3

Fix access

Ask a Meta business admin to grant access if you cannot see the business or WABA.
4

Create a new profile

If the portfolio and WABA are correct but your number is missing, choose Create a new WhatsApp Business profile.
5

Retry

Retry after access and asset selection are corrected.
Meta may show existing profiles under the selected business account. That list is scoped to the selected Meta business context; it is not a list of every number you control.
1

Do not pick an unrelated profile

Choose Create a new WhatsApp Business profile if Meta offers it.
2

Verify your number

Continue to phone-number entry and verify the intended number.
3

Fix the portfolio if needed

If the correct Business Portfolio is missing, restart while logged into a Facebook account with full admin access.
Meta enforces phone-number capacity at the Business Portfolio level. New portfolios usually start with capacity for 2 registered WhatsApp business phone numbers, which Meta can later raise to 20 after business verification or after the portfolio reaches a 2,000 messaging limit.When the portfolio has no capacity left, embedded signup can fail without a clear inline error. You may see only a red indicator on the phone-number step, a disabled Add phone number, or capacity text such as 1 of 2 added.
1

Review all numbers

Open WhatsApp phone numbers and review every number across every WABA under the selected Business Portfolio.
2

Remove unused numbers

Remove unused, pending, or stale numbers if you have Meta admin access.
3

Raise your limit

Complete Meta Business Verification if you need higher phone-number limits.
4

Retry

Retry after Meta shows capacity is available.
If Nexor says A WhatsApp config with the same display phone number already exists, the number is already connected to another Nexor account or project.
1

Disconnect first

Disconnect the number from the Nexor account where it is currently connected.
2

Both accounts are yours

If you own both accounts, be ready to prove that you control the number and both accounts.
3

Stop retrying

Do not keep retrying the same setup. The number cannot be connected twice.
Meta can block setup when the number is still attached to another WABA, previous provider, WhatsApp Business App registration, or stale ownership state.
1

Remove from old WABAs

Remove the number from old WABAs in WhatsApp Manager where you have admin access.
2

Disconnect old links

Disconnect old Business Platform or partner links.
3

Remove from the app

Remove the number from the WhatsApp Business App path if it was used there.
4

Disable two-step verification

Disable two-step verification in the source WABA if Meta requires it.
5

Wait and retry

Wait a few minutes for Meta cleanup to settle, then retry through one path only.
SMS or voice verification is expected for Bring your own number. It proves you control the phone line.
1

Confirm the number

Confirm the phone number and country code.
2

Use voice if needed

Use the voice call option if the number is a landline or cannot receive SMS.
3

Stop retrying

Stop retrying if the resend timer keeps resetting or Meta keeps rejecting the code.
4

Wait out a reset loop

For persistent pending or reset loops, wait 72 hours with no verification, registration, deregistration, SMS, or voice attempts.
5

Clean up before retrying

Before retrying, remove stale WABA, WhatsApp Business App, and previous-provider attachments where applicable.
6

One clean retry

After the quiet window, do one clean retry through Nexor.
Meta could not validate your business profile data.
1

Use a real website

Use a real public HTTPS website and confirm it loads in an incognito browser.
2

Match your details

Make sure the legal name, address, website, and phone number match the business.
3

Restart the popup

Restart the Meta popup after updating the information.
Every newly created WABA goes through a Meta review before it is fully onboarded. During this period SMS or voice verification may succeed, but the number can still stay pending while Meta finishes the review.
1

Confirm status

Open WhatsApp phone numbers and confirm the number status.
2

Complete business info

Make sure the Business Portfolio has complete business information, including legal name, address, business phone number, and a public HTTPS website.
3

Take any requested action

Complete any visible Meta-requested action if one appears. If no action appears, wait for Meta to finish the review.
Nexor saves the WABA review status and shows it on the connected number while it is pending. When Meta sends the review update, Nexor automatically retries phone registration. You do not need to keep restarting Bring your own number unless support asks you to.
Meta can block setup or later sending even after the number appears connected. Common causes: the WABA is banned, restricted, or under compliance review; the Business Portfolio is under compliance review; payment eligibility or billing information is incomplete; the display name is still pending or rejected; or country restrictions apply.
1

Check warnings

Open WhatsApp phone numbers and check for WABA or phone-number warnings.
2

Check account-level setup

If Meta points to account-level setup, open WhatsApp account settings and check WABA status, business verification, and billing or payment prompts.
3

Complete what Meta asks

Complete any requested business verification, review, or billing information.
4

Retry and test

Retry only after Meta clears the restriction, then send a production test message before treating the number as fully ready.
Meta can show success while Nexor still cannot finish creating the connected number.
1

Confirm Meta success

Confirm Meta showed success.
2

Check Nexor

Confirm whether Nexor still shows setup as pending or failed.
3

Retry cleanly

Retry once in a clean browser session if no number was created.
4

If the error persists

If Meta reports success but Nexor still cannot create the number, wait a few minutes and retry.

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Payment method

WhatsApp templates can fail even when the template itself is approved. If Meta cannot bill the WhatsApp Business Account (WABA), it blocks outbound template messages until payment and business setup are complete. Nexor surfaces the error, but the fix happens in Meta Business settings.

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Common error messages

You may see one of these in Nexor health checks, broadcasts, workflows, or API responses:

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Why this happens

Template messages are billed by Meta. Sends are usually rejected because of one of these:
  • No active payment method on the WABA account.
  • A payment method that failed verification.
  • Missing business details in Billing Hub.
  • Missing tax information when Meta requires it.
  • WhatsApp account status still in review or restricted.

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How to fix

1

Add or confirm a payment method

Open Billing Hub account details, select the account connected to Nexor, and add or confirm an active payment method. Resolve any failed-payment, verification, or billing prompts shown by Meta.
2

Complete business information

Open Business info in Meta Business settings and complete the legal business name, address, phone number, website, currency, and any required tax information. Save changes and return to Billing Hub to confirm there are no remaining prompts.
3

Confirm account status is approved

Open WhatsApp account settings and confirm the WABA status is Approved. It should not be in review, restricted, disabled, or waiting on a Meta-requested action.
4

Wait and retry

Wait 5 to 10 minutes, then retry sending the same template.

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Still stuck?

If you have worked through the steps above and the connection still fails, gather the following before you retry or escalate:
  • Your Nexor project URL.
  • The phone number you are trying to connect.
  • The Business Portfolio and WABA you selected.
  • The exact Meta error text (and phone_number_id / waba_id if you have them).
  • Screenshots from the Meta popup.
  • Screenshots from WhatsApp account settings or WhatsApp phone numbers if they show warnings.
This guide is adapted from the Kapso documentation. Nexor uses Kapso as its WhatsApp infrastructure provider — credit and thanks to the Kapso team.
Last modified on June 17, 2026