As the platform only integrates with WhatsApp and is not directly involved in its development and support, enKod cannot influence some processes from its side. You need to contact the technical support of 360dialog or WA Business Manager yourself. Below we will tell you about common issues and options for resolving them.
| The situation | The solution |
|---|---|
| The WhatsApp account has been blocked | A business account is in violation of Meta rules. The reasons for violations can be viewed in WA Business Manager. If necessary, you can request account verification (by selecting it in WA Business manager). If everything is OK, the account will be unlocked in a few hours |
| The template was rejected while in moderation | You can read about common causes of deviation and how to correct it here. Initial moderation of templates is performed by algorithms, so sometimes templates are rejected without reasons. Rejection can be appealed in WABA manager. If the rejection is overturned, the status of the template in enKod will change automatically |
| The quality of the account has gone down | Meta writes more about the criteria affecting account quality scores and ways to improve quality here |
| No confirmation codes (two-factor verification) are received from Meta during onboarding or logging in to the LC 360 via the built-in Meta login | The SMS service for confirmations from Meta is often overloaded and unstable, especially for users from the Russian Federation. In case you do not receive the required message with the code, we recommend you to use resend or try again the next day |
| Account verification | More information about the verification process is written in the Meta Help Center at the link |
| Can't change account name | A company may change the displayed name no more than 10 times within a 30-day period. You can read more about the process and limitations here |
| Some scheduled messages were not sent | The text limit for sending messages has been exceeded. Meta introduces tiered limits on the number of messages sent daily. You can find out your current limit in 360dialog and WA Business Manager. You can read more here |
| I can't link the number to my account | Check to see if the account has been blocked. The reasons for violations can be viewed in WA Business Manager |
| The WhatsApp app does not display the account name but the phone number, even though the display name is set | You may notice that in the header of the chat with your WA account, the phone number is displayed, not the specified display name. The name, on the other hand, is in small print only in the account profile. Unfortunately, displaying the name in the chat header or in the chat list is available: - or for verified business accounts with a “green check mark” (getting a “green check mark” is a time-consuming process with many conditions), • or for accounts in the process of verification: who have passed the display name check and provided data on sending quality messages (have at least 1,000 messages in 30 consecutive days). You can read more about the display name here. |