# WhatsApp FAQ (/docs/whatsapp/faq)

> Answers to the questions people ask most about connecting WhatsApp to OmniDimension, registering numbers, templates, broadcasts, opt-outs, billing and calls.

## Connecting [#connecting]

  
    You paste the WhatsApp Business account ID and a Meta access token. OmniDimension reads your Meta App ID from the token and your Business ID from the WhatsApp Business account, so you can't paste a mismatched pair. See [Get your Meta credentials](/docs/whatsapp/meta-credentials).
  

  
    You pasted a token that expires, usually the temporary one from **API Setup**. Create a system user in Business settings, assign it your app and WhatsApp account, and generate a token with **Token expiration** set to **Never**. [Step 5 of the credentials guide](/docs/whatsapp/meta-credentials#create-a-system-user-and-a-permanent-token) walks through it.
  

  
    Either the ID is wrong or the account isn't assigned to your system user. The ID you want is under **Business settings → WhatsApp accounts**, not the app ID or the portfolio ID. Then open **System users**, select yours, click **Assign assets**, and give it the WhatsApp account with full control.
  

  
    Signing in with Facebook to connect in one step isn't open to every business yet. Until it is, the button shows **Coming soon** or doesn't appear, and connecting with your account ID and token works for everyone.
  

  
    Yes, but it has to leave the phone app first: a number can be in the WhatsApp app or connected here, not both. Delete the WhatsApp account on the phone (**Settings → Account → Delete account**), wait a few minutes, then add the number in Meta. If it's already connected here, click **On Business app** on its card for a guided move. Chat history in the phone app is lost.
  

  
    Check how the WhatsApp Business account was created in Meta. If it was made by linking the WhatsApp Business app, Meta keeps treating the whole account as a Business app account, and deleting the app doesn't change that. Create a new WhatsApp Business account in Meta, add the same number there, and connect that account instead.
  

  
    No. A number belongs to one workspace. If it's connected elsewhere, it shows as unavailable in the number list. Delete it from the other workspace first.
  

  
    For a quick try, yes. It can only message up to 5 people you add by hand in Meta, and only Meta's `hello_world` sample template works from it. For real customers, add your own number.
  

## Numbers and registration [#numbers-and-registration]

  
    It's the number's WhatsApp two-step verification PIN, set when you click **Register**. If the number already had one, enter that. Keep it safe: Meta asks for it if the number is ever registered again. If you lose it, reset it in WhatsApp Manager under the phone number's settings.
  

  
    Meta allows about 10 registration attempts per number every 72 hours ([133016](/docs/whatsapp/error-codes#133016)), and a wrong PIN several times in a row locks the number for a while ([133008](/docs/whatsapp/error-codes#133008)). Wait it out; retrying makes the block last longer.
  

  
    Your display name isn't approved yet. Meta only shows an approved name in the chat header and chat list. The number's status check shows **Display name pending approval** or **Display name was declined**. Approval also lifts your messaging limit.
  

  
    It removes the number from OmniDimension. The number and its WhatsApp Business account stay in your Meta account, and you can connect it again later.
  

## Messages and templates [#messages-and-templates]

  
    WhatsApp only allows free-form messages within 24 hours of the customer's last message. Outside that window you need an approved template. See [The 24-hour customer service window](/docs/whatsapp/how-it-works#the-24-hour-customer-service-window).
  

  
    Check three things on the number: [Receive messages](/docs/whatsapp/inbound-replies) is set up (the card shows **Not receiving messages · Set up** if not), an agent is chosen under **Answered by**, and **Agent replies** is on in Number settings. If you set up Receive messages in Meta yourself, make sure the **messages** field is subscribed.
  

  
    Usually a few minutes, sometimes up to 24 hours. Templates you already had in Meta are copied in when you connect, and you can sync again from the Templates page.
  

  
    Inside the 24-hour window, yes: your team can send photos and documents from the chat inbox, and the agent can answer a voice note with a voice note if that add-on is on. Outside the window only templates go out.
  

  
    They're opted out: templates and broadcasts skip them, and they get one short confirmation. When they message you again, they're opted back in. See [Opt-outs](/docs/whatsapp/how-it-works#opt-outs).
  

## Broadcasts [#broadcasts]

  
    Your plan includes a monthly broadcast allowance: 1,000 messages on Jump Starter, 2,000 on Early Deployers and 10,000 on Growth. When it runs out, broadcasts pause and pick up again on the 1st of the month, or as soon as you upgrade. Meta also caps how many new customers each number can reach per day (your messaging limit), and anything over that waits until the limit resets.
  

  
    They opted out, your team was handling their chat, or the send failed. Each contact's status shows the reason, and failed ones link to the [error code](/docs/whatsapp/error-codes).
  

  
    If you pick **Broadcast + AI replies**, yes: the agent attached to the number answers. With **Broadcast only**, replies wait in the chat inbox for your team.
  

## Billing [#billing]

  
    WhatsApp is included from the Jump Starter plan up. Each message you send is charged a small flat rate from your wallet balance, and messages you receive are free. Meta charges your WhatsApp Business account separately for templates it delivers. See [Who charges what](/docs/whatsapp/how-it-works#who-charges-what) and [Pricing](/docs/pricing).
  

  
    No. A message that never reached WhatsApp isn't charged, and one Meta reports as failed later is refunded.
  

  
    Meta needs a payment method on the WhatsApp Business account itself; a card on the business portfolio doesn't count. Add one in WhatsApp Manager under **Settings → Payment methods** ([141006](/docs/whatsapp/error-codes#141006)).
  

## Calls [#calls]

  
    No. Customers call your number and the agent answers; your number can't start calls.
  

  
    Meta requires a messaging limit of at least 2,000 a day, and OmniDimension needs Receive messages set up and an agent chosen. The Calls dialog lists each check with its fix. See [WhatsApp calls](/docs/whatsapp/calling).
  

Still stuck? Ask on [Discord](https://discord.gg/kdjzykMTHJ), or email [support@omnidim.io](mailto:support@omnidim.io).