Errors & missing events

Why does a key that worked before now return unauthorized?

Check whether the credential was revoked, expired, or belongs to a different team or project. Personal keys also depend on their owner's current membership. Reinstating a member does not automatically restore a key already revoked. Confirm the selected API and required credential type before replacing anything. A project key, team key, and client token are not interchangeable. Report the HTTP status, safe error code, request reference, and time to support. Never paste the key itself into a conversation or screenshot, even if it no longer works.

Last updated on Oct 04, 2026

Why does my client token work for one action but not another?

A client token is limited to its authorized scope and does not become a team or project administrator credential. An action can require a different principal, resource, or permission even when another request succeeds. Compare the endpoint's required scope with the token's intended use and the selected number or project. Do not move an administrator key into a browser to bypass the error. If the required permission appears correct, send support the endpoint, status, error code, and request reference. Keep the token and authorization header out of the report.

Last updated on Oct 04, 2026

Why am I not receiving webhook events?

Check that the webhook is enabled in the correct project, covers the intended number, and subscribes to the event you expect. Your receiver must also be reachable and accept the delivery. A successful API request does not confirm that a webhook reached your server. Review your receiver logs for the same time and event type, including rejected requests. If the configuration and receiver appear correct, report the event or message reference and time to support. Remove endpoint credentials, signing secrets, and customer payloads from any log excerpt.

Last updated on Oct 04, 2026

What information does support need for an API error?

Keep the HTTP status, safe error code, request reference, endpoint, and time with timezone. Explain the action you intended and whether it failed consistently or only once. A browser or proxy can return a different failure from the API itself. Share the smallest redacted request and response that explains the problem. Remove authorization headers, tokens, phone numbers, private links, and unrelated message content. For an uncertain write, check the resulting resource before repeating it. A timeout is not proof that the action did not happen.

Last updated on Oct 04, 2026

Why can I not place a call from the Console?

The Console manages calling settings and shows available call information; it does not place or answer calls. Your application or supported SDK handles the call itself. The number still needs eligible calling access and its calling setting enabled. If an application call fails, collect the call reference, time, and safe error rather than repeatedly toggling settings. Check the intended number's eligibility and connection. A missing quality measurement means it was not reported, not that its value was zero. Share redacted diagnostic details with support, never audio or participant information unless necessary and reviewed.

Last updated on Oct 04, 2026

Why is my SIP call rejected or connected without usable audio?

Check whether calling and the intended trunk are enabled, then review the returned refusal or media error. Routing, authentication, codec, and transport mismatches need different corrections; a connected signaling session alone does not establish working audio. Record the call reference, time, transport, and redacted response code. Compare with your own trunk logs. Disabling number calling blocks new calls but does not end calls already in progress. Ask support about the specific failure without sending SIP passwords, full target addresses, recordings, or private customer details.

Last updated on Oct 04, 2026

Why is my saved Flow not available to customers?

Saving a Flow's JSON is different from publishing it to Meta. A saved draft does not prove that a customer can open it. Publication also depends on the supported number connection and the Flow access offered to that project. Check the draft's validation and publication result. Linked-device numbers cannot upload Meta Flow assets; eligible Cloud numbers use the separate supported path. If publication fails, send support the Flow reference and redacted validation error. Do not send embedded tokens, customer submissions, or a complete private business form when a small example is sufficient.

Last updated on Oct 04, 2026

Why does my receiver reject a webhook signature?

Verify against the original request body before parsing or changing it, using the signature rules for your chosen webhook contract. Native and Meta-compatible webhook contracts must not be mixed. A correct secret with a modified body can still fail verification. Check the header name, selected contract, and active signing configuration. Keep signature verification enabled while investigating. Use a redacted test to show support the event type, time, and verification error; do not include the signing secret. Accepting every request to silence the error would expose your receiver to untrusted input.

Last updated on Oct 04, 2026

Should I retry a request that timed out?

For a write, first check whether the intended result already exists. A connection timeout can happen after the action was accepted. Repeating with a new identity can create another message, purchase, or resource. Where the endpoint supports idempotency, retain the same key for the same intended action and follow its retry rules. For a read, retry without treating missing data as a successful empty result. If the write remains uncertain, send support the request reference and time before repeating a consequential action. Never include the authorization header.

Last updated on Oct 04, 2026

Why does an existing resource return not found or forbidden?

A resource can exist but remain outside the credential's authorized team or project. A wrong identifier, removed membership, or deleted resource can also explain the result. A not-found response is not permission to query another team's data. Check the credential type, current membership, and resource scope against the intended endpoint. Do not replace the identifier with values from another customer to test access. If your authorized scope appears correct, give support the endpoint, safe error, resource reference, and time. Keep credentials and unrelated customer details private.

Last updated on Oct 04, 2026

Why does my application process the same webhook more than once?

Delivery retries can repeat an event when the receiver's acknowledgement is missing or unsuccessful. Your application needs to recognize the same event instead of repeating its customer-facing side effects. Two deliveries are not necessarily two distinct actions. Compare event references and your receiver's response codes and times. Acknowledge only after handling the event according to your own durable processing design. If distinct events are being confused or retries continue after confirmed acknowledgements, share a small redacted sequence with support. Do not attach signing secrets or full customer payloads.

Last updated on Oct 04, 2026

Why do the Console logs not show the request I am investigating?

Check the selected team, project, time range, timezone, and filters before treating the log view as empty. Logs show the events available to that view and your access; they are not a complete copy of every WhatsApp conversation or browser action. Keep the original request reference and compare your application's own logs. A loading or unavailable view is not evidence that no request happened. If an expected event remains missing, report its time, reference, filters, and visible result to support. Remove credentials and customer content from the accompanying evidence.

Last updated on Oct 04, 2026

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Why does a key that worked before now return unauthorized?

Why does my client token work for one action but not another?

Why am I not receiving webhook events?

What information does support need for an API error?

Why can I not place a call from the Console?

Why is my SIP call rejected or connected without usable audio?

Why is my saved Flow not available to customers?

Why does my receiver reject a webhook signature?

Should I retry a request that timed out?

Why does an existing resource return not found or forbidden?

Why does my application process the same webhook more than once?

Why do the Console logs not show the request I am investigating?