On this page
Meta accepts a number for the WhatsApp Business Platform only when nothing else holds it. Find the line below that describes where your number lives today, do the one thing it says first, and then connect. The connect screen asks the same question before it opens Meta's window.
Meta will not connect my number
- 1Open Settings
- 2Answer the question about where the number
- 3Do that one thing
- 4Follow Meta's screens to the end
- 5Return to VGraple
Before you start
- You need a Facebook login that manages your business. If your business has no Facebook Business portfolio yet, Meta creates one inside the window.
- Use Chrome or Edge on a computer, with popups allowed for the site. Meta's window is unreliable in phone browsers and inside other apps.
- You need permission to connect channels in your workspace.
Which case is my number?
| Where the number lives today | What Meta needs | Do this first |
|---|---|---|
| Nowhere: a new SIM, a spare number, or a landline that can take a call | A number that can receive an SMS or a voice call right now | Make sure the number is not behind an IVR menu, because Meta's call cannot get through one |
| In the WhatsApp Business app on your phone | App version 2.24.17 or later, and the phone in your hand | Update the app, keep it open, and choose the WhatsApp Business app answer on the connect screen so you keep using the app alongside VGraple |
| In the regular green WhatsApp app | The number must not be held by the regular app | Move it to the WhatsApp Business app, or free it by deleting that WhatsApp account |
| Connected to another CRM, chatbot or messaging provider | The other provider must let go first | Release it there, wait about fifteen minutes, then connect |
What should I do in each case?
A number that is not on WhatsApp. Make sure it can take an SMS or a call. Choose the new number answer on the connect screen, follow Meta's screens, and pick the name customers will see: your business name as it appears on your website or shop, which Meta reviews.
A number in the WhatsApp Business app. Update the app to 2.24.17 or later. Choose the WhatsApp Business app answer, so VGraple connects alongside the app. Meta sends a code to the app on your phone, and you copy it into the window. After connecting, keep the app open for a few minutes while your chat history and contacts sync. The full walkthrough is in connect in coexistence mode.
A number in the regular WhatsApp app. Choose one of two routes before you try again. The first is to move the number to the WhatsApp Business app: install it, sign in with the same number and your chats move across, then connect it as a Business app number. The second is to free the number: in WhatsApp open Settings, then Account, then Delete my account, wait a few minutes, and connect the number as a number that is not on WhatsApp. The second route loses the chats on that phone.
A number connected to another provider. Release it first. If the number also runs in the WhatsApp Business app, open Settings, then Account, then Business Platform on the phone, and disconnect the provider listed there. Otherwise open Meta Business Settings, then Accounts, then WhatsApp accounts, select the account, open Partners, and remove the provider. Wait about fifteen minutes and connect again. If Meta still refuses, see error 2655115.
Steps
- Open Settings, then Channels, and choose to connect a WhatsApp number.
- Answer the question about where the number lives. The screen shows what to do first for your answer.
- Do that one thing, then press the button to open Meta's setup.
- Follow Meta's screens to the end, including the code or call to the number.
- Return to VGraple. The number appears on the Channels page once Meta finishes.
What you will see
When it works, Meta's window shows its own confirmation and closes, and the number appears in VGraple under Channels. When it does not, the connect screen explains what Meta reported and what to try. A window that closes before Meta's setup begins has changed nothing.
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| The window closes within a couple of seconds | Popups are blocked, or Facebook login was never completed | Allow popups for the site, log in to Facebook in the same browser with the account that manages your business, then try again |
| The window opens but a phone browser loses it | Meta's setup is unreliable in phone browsers and in-app browsers | Use Chrome or Edge on a computer |
| Meta says the number is connected elsewhere | Another provider or the regular app still holds it | Release it as described above, wait about fifteen minutes |
| Meta says the number is not eligible | Meta does not allow this number type or account | See errors 3441045 and 3441034 |
| Meta says the number is not registered | The number is not set up for the Platform yet | See errors 131045 and 133010 |
| The app on the phone is refused | The WhatsApp Business app is older than 2.24.17 | Update it and try again |
For everything else about connecting, see connect your WhatsApp Business number.