Frequently Asked Questions
There is no change in pricing. Tech Provider Program is offered at no additional cost. Meta will continue to bill Twilio and you will be billed for any Meta and Twilio fees associated with the use of WhatsApp, as per Twilio's pricing page or your existing contract. Meta does not allow direct billing of Meta fees to ISVs.
Once you have verified your Meta Business Manager and completed Access Verification, you will gain access to Meta's Direct Support forum. In addition, Twilio will continue to support you with any escalations to Meta.
In addition to the Tech Provider terms, as part of the flow Meta will require you to agree to the Facebook Terms for WhatsApp Business and Meta Hosting Terms for Cloud API, as well as Meta's government and political use restrictions. Please perform your own due diligence on the Meta's terms and policies.
We recommend using the same Meta Business Manager that you used to go through self-signup. As an alternative, if you create a Meta app and add the WhatsApp product, you will also be able to submit business verification.
Meta allows ISVs to onboard up to 200 new customers in a rolling 7-day window once Business Verification, App Review and Access Verification are complete. Only customers who are new to the WhatsApp Business Platform count against this limit.
You can check your current limit in the WhatsApp Manager > Partner overview panel. Meta will notify you via email if you approach this limit.
Meta's Embedded Signup flow is available in most languages supported by the Meta family of apps. The localized flow is automatically triggered based on the language that the end client uses Facebook in.
The user flow within the popup window is standardized by Meta and has been designed to work on both desktop and mobile web browsers. However, you may customize the user experience before and after the flow.
Meta has two embedded login features, "Facebook Login" and "Facebook Login for Business".
Facebook Login for Business is required for the Embedded Signup integration as it allows specifying the access token type, types of assets, and permissions your app needs. This removes the ability for Tech Providers to access information that's not necessary for WhatsApp. For more info, see Facebook Login for Business.
If you only see the "Facebook Login" option on your left nav in your Meta app's homepage, then you will need to switch back to Facebook Login for Business. Unfortunately, at the time of this writing the only way to switch from "Facebook Login" to "Facebook Login for Business" is to create a new Meta app.
Your customers will need to create a new WABA specifically to use with Twilio. However, once they create a new WABA, they can enter in the phone number normally as if it was a new registration.
- Do not use any Meta logos or trademarks on your Meta app icon (e.g. "WA", "WhatsApp"). Learn more in the Meta's App Review - Best Practices guide..
- Privacy Policy link is invalid or only accessible to users in a certain region (i.e. "geofence").
- Ensure the "Facebook Login" button adheres to Meta's brand guidelines. See Meta's docs for additional tips.
The process for internal WABA to WABA migrations within Twilio does not change. Open a support ticket to request a WABA to WABA migration.
You will need to use a different Business Manager than the one that is linked to your Meta app. If you need to create a new one for testing, we recommend using your company's name + "Test" and go through the same verification process that you did with the one linked to your application.
If you are an existing customer, please note that subaccounts inherit functionality from parent accounts at the time of subaccount creation. This means that if your parent account is already set to Guided Onboarding, any new subaccounts will also be set to Guided Onboarding. To switch an account to Self Sign-up, please reach out to your account manager or open a support ticket requesting the same.
Please confirm that the following is happening:
- The business has completed business verification if they want to onboard more than 2 numbers.
- Verify that the account has not been disabled by navigating to the WABA and checking for an alert. This can happen if the commerce policy is not met. You will also have received an email notification if the WABA was disabled. WhatsApp account checks are triggered in the background by Meta and businesses will be notified in product and via email, if the business does not meet the policy.
Make sure you've enabled OAuth login for your app.
