> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rovax.io/llms.txt
> Use this file to discover all available pages before exploring further.

# How to diagnose issues with your Official WhatsApp connection

It's important to show you how to easily identify when there is a problem with the Official WhatsApp connection with Timely.ai.

Whenever Timely.ai receives an authentication error or any other error from Meta that affects the connection, the platform **automatically disables it**.

When this happens:

* You will be notified with details about the issue.
* You will also be able to view this information directly on the connections screen within the platform.

For more details about WhatsApp Official connection and values, access: [https://docs.timelyai.com.br/channels/channel-types/whatsapp-official](https://docs.timelyai.com.br/channels/channel-types/whatsapp-official)

***

### 🔍 How to Check Connection Errors

1. Go to the **`Settings`** category
2. In the left-side menu, select **`Connections`**
3. Locate the WhatsApp connection you created
   * Check the **current connection status.**
   * Hover over the warning message to see the error details.

Additionally, more detailed information **will also be sent to your email**.

***

### ⚙️ Checking Meta Settings

If the connection is not working as expected, it's important to also review the settings on Meta’s side.

#### Steps:

1. Go to: [**https://business.facebook.com**](https://business.facebook.com/)
2. Access your **Business Portfolio.**
3. Click on **`WhatsApp Accounts`**
4. Select your **WhatsApp Account.**

***

### 💳 Payment Configuration

One of the main things to verify is your payment setup.

#### How to check:

1. Click on **`Payment Settings`**
2. You will be redirected to the **Billing & Payments** page

#### What to verify:

* If no payment method is registered:
  * Select your currency
  * Fill in your details
  * Click **`Save`**
* If a payment method already exists:
  * Make sure it is:
    * Valid
    * Up to date
    * Not declined

***

### 💰 Pricing Overview

Meta charges based on conversation type.

* Each account gets **1,000 free service conversations per month.**
* In some cases (e.g., "Click to WhatsApp" ads), the free window can extend up to **72 hours**

> ⚠️ These values may change. Always refer to Meta’s official documentation for updated pricing.

***

### 🏷️ WhatsApp Display Name

Another common issue is the rejection of the display name.

#### How to check:

1. Open the **WhatsApp Manager.**
2. Select the **connected number.**
3. Go to the **Profile** tab.

#### Best practices:

The display name should:

* Align with your business or brand.
* Not be too generic
* Follow Meta’s naming guidelines

> ❌ Meta may reject names that don’t match the business or violate their policies.

***

### 🏢 Business Verification

This is a **critical step** that can impact your account functionality.

#### How to check:

1. Go to your **Business Portfolio settings**.
2. Click on **`Business Information`**
3. Check the verification status

> ⚠️ Even if the connection works initially, Meta may require verification later.

***

### 🔐 Starting the Verification Process

1. Click on **`View Details`**
2. You will be redirected to **Meta’s Security Center**.

There, you may see:

* Risks
* Alerts
* Pending issues (e.g., trusted domain)

> Follow the instructions provided by Meta on this screen.

***

### 📝 Verification Steps

1. Scroll to the **Business Verification** section
2. Click on **`Start Verification`**

You may need to:

* Confirm business details.
* Validate contact information.
* Submit documents.

#### Required information:

* Country.
* Business type.
* Legal name.
* Tax ID (e.g., CNPJ).
* Address.

***

### ⏳ Final Steps

* You can pause and continue the process later.
* After submission, **wait** for Meta’s review.

If there are any issues:

* Meta will indicate what needs to be corrected.