Troubleshooting & FAQ
Frequently asked questions
Do I need my own WhatsApp Business Account?
Yes. MsgBuddy runs on your WhatsApp Business Account (WABA). You connect it through Meta’s Embedded Signup in a few minutes — no API keys or manual webhook setup required. See Connect WhatsApp.
Can I bring my existing WhatsApp number?
Yes. Embedded Signup handles both brand-new numbers and ones already linked to your business. Any templates already approved on your account import automatically on first connect.
How long does template approval take?
Usually minutes for Utility and Authentication templates; up to ~24 hours for Marketing. MsgBuddy shows live status and notifies you of changes. See Approval.
What happens if Meta rejects a template?
The rejection reason is shown inline. Edit the template or its category and resubmit without leaving MsgBuddy — every version is tracked so you can compare or roll back. See Versions.
Do you store message contents?
Yes — message bodies are stored so you can search and resume conversations. Sensitive credentials (provider tokens, webhook secrets) are encrypted at rest, and every workspace keeps an audit log of changes.
Is there an API?
Yes. Almost everything in the UI is available via a REST API, with scoped keys
(mb_live/mb_test), signed webhooks, and idempotency keys. See For Developers.
How does pricing work?
A monthly plan fee plus usage (messages, contacts, storage). WhatsApp’s own per-conversation charges from Meta are passed through at cost. See Billing.
Can multiple teammates share one workspace?
Yes — invite as many as your plan allows, each with a role, live presence, and assignment. See Invite your team.
Common problems → fixes
Connecting WhatsApp
| Symptom | Fix |
|---|---|
| Embedded Signup pop-up won’t open | Allow pop-ups for app.msgbuddy.com and retry. |
| ”Number already in use” | The number is still on the WhatsApp app — remove it there first. |
| Didn’t get the verification code | Wait for the 60-second cooldown, Resend, or try Voice. |
| Stuck / Failed repeatedly | Resolve any flags in Meta Business Manager, then retry. |
| Messages don’t arrive in the Inbox | Re-run Ensure webhook subscription on the number. |
Sending messages
| Symptom | Likely cause | Fix |
|---|---|---|
| ”24-hour window expired” | Free-form message sent too late | Send an approved template. |
| Message Failed — invalid number | Not a WhatsApp number | Verify the contact’s number format. |
| Message Failed — user blocked you | They blocked your business | Nothing to do; respect it. |
| Sudden spike in failures | Quality or rate limits | Slow down; check your quality rating. |
Campaigns
| Symptom | Explanation |
|---|---|
| Fewer recipients than expected | Opted-out, blocked, or frequency-capped contacts were excluded — this is intended. |
| Many Skipped | Same as above; check the report breakdown. |
| Campaign won’t start | You may lack the Owner/Admin role, or the template isn’t approved. |
Bots & automation
| Symptom | Fix |
|---|---|
| A bot replied when it shouldn’t | Claim the conversation to silence bots; review Who answers?. |
| AI gives wrong answers | Improve your knowledge base; tighten the system prompt. |
| After-hours reply never fires | Set your business hours and the matching rule. |
”I can’t find a feature”
Nine times out of ten, a missing menu item is a role limit, not a bug. Campaigns, Subscriptions, Flows, Settings, and Billing are restricted to higher roles. Check your role in the sidebar footer, or ask an Owner/Admin.
Still stuck? Use the feedback / bug button in the top bar to report an issue from anywhere in the app — it captures context automatically.