OwnerRez's integration with WhatsApp Business is designed for ad-hoc guest communication and currently does not support group messages, or OwnerRez template and trigger features. For more information, see our WhatsApp Setup & Connecting and Messaging Overview support articles.
Questions are added to this page if they are miscellaneous and not covered in other WhatsApp or Messaging support articles.
- How do I handle continued WhatsApp errors with my account?
- I received an email from Meta stating, "We restricted your business," and I cannot complete the WhatsApp connection in OwnerRez.
- Some of my pre-configured WhatsApp Business account templates are no longer sent after I've connected my WhatsApp business account with OwnerRez.
- WhatsApp changed my Utility template category to Marketing. How do I change my WhatsApp Template category?
- Can I edit my WhatsApp templates?
- OwnerRez notified me that my WhatsApp integration has been disconnected. How do I reconnect?
- How do I handle the "General error(s). WhatsApp provided number needs display name approval before message can be sent." error?
- How do I handle the "Failure Reason(s): Business account is restricted from messaging users in this country. - Business account is restricted from messaging users in this country." error?
- How do I handle the "Failed to receive message: Message type unknown" error?
How do I handle continued WhatsApp errors with my account?
If you continue to have WhatsApp account errors, ensure your WhatsApp Business Account has a valid payment method, tax information, time zone, and currency configured. You must have Finance Manager permissions to make these changes.
If that doesn't help, contact Meta directly via chat at the bottom of your WhatsApp Billing & payments page.
I received an email from Meta stating, "We restricted your business," and I cannot complete the WhatsApp connection in OwnerRez.
Navigate to business.facebook.com by clicking the Request Review link in the email you received from Meta. This is the central management portal where users can view their account status and submit an account Review Request, which includes ID verification and can take up to 4 days to process, according to Meta.
After Meta has reviewed and reinstated your account, you should receive an email with the subject "URGENT: Your Business Account’s advertising access was reinstated."
Some of my pre-configured WhatsApp Business account templates are no longer sent after I've connected my WhatsApp business account with OwnerRez.
If you had pre-configured WhatsApp Business account templates set up in your account before connecting with OwnerRez, those templates may be disabled during the connection process. You may be able to re-enable those templates in your WhatsApp Business app.
WhatsApp changed my Utility template category to Marketing. How do I change my WhatsApp Template category?
The OwnerRez WhatsApp integration automatically configures your templates to the Utility category. Once the initial Utility template is approved by Meta, they may arbitrarily change the template category to Marketing. What's the difference between Utility and Marketing template categories?
- Marketing templates – Enable businesses to achieve a wide range of goals, from generating awareness to driving sales and retargeting customers.
- Utility templates – Enable businesses to follow up on user actions or requests, since these messages are typically triggered by user actions.
Some users may encounter WhatsApp message failures, such as "New message start template failed: This message was not delivered to maintain healthy ecosystem engagement. - In order to maintain a healthy ecosystem engagement, the message failed to be delivered." This indicates that Meta (WhatsApp) blocked your message to prevent spam and protect the user experience, in line with its Per-User Marketing Template Limits. This means the recipient has received too many marketing messages recently without responding, or that your message was categorized as marketing by Meta and flagged as low engagement. This is a temporary restriction, not a permanent ban on your account, but it indicates that your current messaging approach is too aggressive according to Meta's guidelines.
When Meta reclassifies a WhatsApp template category (e.g., from Utility to Marketing), hosts will receive an OwnerRez system alert email that includes a direct link to appeal the classification in Meta Business Support.
At the start of my WhatsApp connection flow, Facebook sent me a 2FA code, but I never received it, even after I tried "try another way."
As advised in the Setup & Connecting section, we suggest that you log in to your Facebook account in another browser tab or app. However, if you have multiple linked Facebook profiles (with the same login credentials), you may not receive the 2FA code sent by Facebook, or you may not successfully receive the 2FA code even after you attempt to "try another way."
We recommend checking your Facebook account to ensure you are logged in to the correct profile so that you can receive Facebook's 2FA code.
Can I edit my WhatsApp templates?
No. WhatsApp templates cannot be edited in OwnerRez, and editing templates in the WhatsApp Manager may result in template errors in your OwnerRez WhatsApp connection.
OwnerRez notified me that my WhatsApp integration has been disconnected. How do I reconnect?
Occasionally, your WhatsApp integration may be disconnected by OwnerRez due to inactivity or other issues. You can view your WhatsApp settings by clicking on the View WhatsApp Setting button in the email notification sent by OwnerRez.
Or you can navigate directly to your WhatsApp connection by going to Settings > Messaging > WhatsApp > clicking on your disconnected WhatsApp connection, and clicking the Reconnect button.
The Reconnection process is an abbreviated version of the initial Setup & Connecting process.
How do I handle the "General error(s). WhatsApp provided number needs display name approval before message can be sent." error?
Users may receive this error when Meta/Facebook has not approved all of their business display names. To handle the error, you'll need to complete Meta Business Verification for approval to proceed.
To do this, navigate to your Meta Business Manager and complete the Business Verification process, which will ask you to upload one item from each of the two required document categories from their accepted document list.
Once verification is submitted, Meta/Facebook will make its decision within a few business days. Upon approval, your display name will automatically transition to APPROVED, and message traffic should flow normally again.
How do I handle the "Failure Reason(s): Business account is restricted from messaging users in this country. - Business account is restricted from messaging users in this country." error?
Hosts that receive this error should verify their business with Meta Business Suite by following the instructions in the Verify your Business section.
How do I handle the "Failed to receive message: Message type unknown" error?
This error indicates that a host received an unsupported message type. Meta does not support or forward certain message types, such as polls, location pins, or group invites.
If it's a trusted sender, hosts can ask or let them know they cannot receive certain message types. But if they're an unknown sender, we recommend not engaging with them and just archiving the thread.