WhatsApp Business API - Frequently Asked Questions

Can I use my existing phone number?

Yes. During the Embedded Signup flow, you can select an existing phone number that is already registered with WhatsApp. The number will be migrated to the Cloud API. If you choose Coexistence mode, you can continue using the WhatsApp Business App on the same number in parallel.

What does WhatsApp cost via seven?

WhatsApp messaging through seven consists of two cost components:

• Meta conversation fees - charged by Meta based on the conversation category (Marketing, Utility, Authentication, or Service) and the recipient's country.
• seven platform fees - charged per message or conversation by seven.

For current pricing details, visit the seven pricing page.

Why are my messages rejected with "Payment issue with your WhatsApp Business Account"?

Meta charges conversation fees directly to the payment method stored for your WhatsApp Business Account (WABA) in your Meta Business Manager. If no valid payment method is set, it has expired, or a charge was declined, Meta rejects every message with error code 131042. In the seven dashboard, the message then shows as not delivered with the note "Payment issue with your WhatsApp Business Account".

seven has no access to the payment settings of your Meta account. Check the payment settings in your Meta Business Manager to make sure a valid payment method is stored and set as the default for your WABA.

Special case: credit line of a previous provider. If you were previously connected through another Business Solution Provider (BSP), its credit line may still be assigned to your WABA as the default payment method, even after the provider's access to your account has been removed. Your own payment method then cannot be set as the default. Neither seven nor you can remove this assignment, because the credit line belongs to the previous provider's Business Manager. Ask the previous provider to release the credit line assignment for your WABA, or contact Meta support via Help > Support in your Business Manager. Once the assignment is removed, your own payment method takes effect and sending resumes without any further action.

In this case, Meta first accepts the message and only afterwards reports it as not delivered. The seven fee is therefore charged for these attempts. See the seven pricing page for details.

Why does sending fail with a template error?

Outside the 24-hour window, Meta only accepts approved templates. If Meta rejects the message with the note that the template does not exist (error code 132001), one of the following usually does not match:

• Name - The template name in your request differs from the name under WhatsApp > Templates. Check capitalization and underscores.
• Language - The template does not exist in the requested language. The language code must exactly match the code of the approved language version (e.g. de or en_US).
• Status - The template is still Pending or was Rejected. Only templates with the status Approved can be sent.

Meta rejects such messages at submission. They appear in the journal with the status FAILED, and seven automatically refunds the fee for the attempt. Check name, language, and status in the seven dashboard under WhatsApp > Templates and send again once the template is approved. For details on the approval process, see creating WhatsApp templates.

What happens if I reconnect WhatsApp?

If you run the Embedded Signup flow again, this usually creates a new WhatsApp Business Account (WABA), and seven creates a new service for it with a new service ID (format WA-XXXXXXXX). The previous service is removed and the old service ID no longer works.

After reconnecting, check the following:

• Service ID - Use the new service ID in your integrations and API calls. You find it under Settings > Sender IDs.
• Templates - Templates belong to the WABA. Templates of the old account are not available in the new one and must be submitted and approved again.
• Payment method - The payment method is stored per WABA in the Meta Business Manager and must be set for the new account.

Can I use multiple phone numbers?

Yes. You can connect multiple phone numbers to seven within the same WhatsApp Business Account (WABA). Each number can be managed independently in the seven dashboard. This is useful if you want separate numbers for different departments, brands, or regions.

What happens when the 24-hour session window expires?

Once 24 hours have passed since the customer's last message, you can no longer send free-form session messages. To continue the conversation, you must send a template message that has been approved by Meta. The customer's reply will then open a new 24-hour session window.

How do I check my template status?

You can view the status of all your WhatsApp message templates in the seven dashboard:

1. Log in to dashboard.seven.io.
2. Navigate to WhatsApp > Templates.
3. Each template shows its current status: Pending, Approved, or Rejected.

If a template was rejected, the rejection reason is displayed so you can revise and resubmit it.

Do I need to verify my number with Meta?

Yes. Verification is a separate step after the Embedded Signup and is mandatory before you can send messages. You start it directly in the seven dashboard under Settings > Sender IDs > select WABA > Phone numbers > Verify (via SMS or call). For details, see verifying your WhatsApp number.

What is the difference between Coexistence and Full Migration?

Choose Coexistence if your team needs to keep using the Business App alongside the API. Choose Full Migration if you want full throughput and do not need the Business App.

For more details, see the WhatsApp Coexistence article.