Coexistence troubleshooting

Coexistence lets you use the WhatsApp Business App and Kapso at the same time. It is convenient, but less stable than a dedicated Cloud API connection. Use this page if:

• your existing WhatsApp Business App number does not connect correctly
• your WABA does not appear in Meta embedded signup
• the number was previously connected to another provider
• you chose or are considering Display name only option in Meta’s flow
• you see Meta errors like 3441041 or 2655093
• Meta says the phone number is not eligible and needs more WhatsApp Business App activity

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Before you start

Coexistence does not remove or bypass:

• display-name approval requirements
• business verification requirements
• payment-method restrictions
• template restrictions

If you need maximum stability for production, use Connect WhatsApp and choose the dedicated / Cloud API path instead.

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Standard coexistence setup

1. Go to Connected numbers in Kapso.
2. Click Connect WhatsApp Business.
3. Choose WhatsApp Business App.
4. Log in with Facebook.
5. Scan the QR code shown by Meta.

If this works, the number stays active in the phone app and in Kapso.

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Connection issues

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Number was previously connected as Cloud API or with another provider

This is the most common source of failures, especially after migrations from another BSP. Do this cleanup in order:

1. In Meta Business Settings, open Accounts → WhatsApp accounts.
2. Select the old WhatsApp account / WABA for the number.
3. Check whether that WABA has any other active production numbers, templates, or assets you need to keep.
4. If it does, preserve, migrate, or recreate anything you need before continuing, or contact support for help.
5. Open Partners and remove every partner listed for that WhatsApp account.
6. Delete or remove the WhatsApp account from the Business Portfolio.
7. In Kapso, remove the number from Connected numbers if it still appears there.
8. Start the Kapso coexistence flow again.
9. In Meta embedded signup, create or select a new WABA for the reconnect.

In many migration cases, fully removing the old WABA is the step that clears the stale provider, app, or ownership state. Reconnect through Kapso with a new WABA after the old one is removed.

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Existing WABA does not appear in embedded signup

This usually means one of these:

• you selected the wrong Business Portfolio in Meta
• the WABA is still controlled by another partner
• the number is still tied to an older WABA or app assignment

What to try:

1. Confirm you are logged into the correct Business Portfolio in Meta.
2. Check whether the WABA appears under a different portfolio.
3. Check whether an old partner still appears in the Partners tab.
4. Retry after the cleanup steps above.

If you use your own Facebook developer app, consider using Manual setup instead of embedded signup.

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Meta shows the wrong onboarding option

During onboarding, choose the path for connecting the WhatsApp Business App through Kapso. Choosing the wrong option can leave the number attached to the wrong app or with missing webhook subscriptions. Do not choose Display name only. That Meta option can create a WhatsApp profile with a generic, limited Meta-managed number instead of pairing the WhatsApp Business App number you already use. These numbers can stop working after about 5 messages and require display-name approval before you can keep using them. If the flow keeps pushing you into SMS or voice verification instead of the QR-based WhatsApp Business App path:

• restart the flow from Kapso
• make sure you chose WhatsApp Business App
• use the QR-based pairing path
• do not choose the wrong “existing app” path
• do not choose Display name only

If you already completed setup with Display name only, disconnect or delete that profile if needed and restart the WhatsApp Business App flow through the QR-based pairing path.

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Phone number is not eligible or needs more app activity

Meta can block the phone-number step with a message that the number is not eligible to connect to the WhatsApp Business Platform, or that more activity in the WhatsApp Business App is needed to determine eligibility. If the number is new or the account was recently created, first make sure the number is active in the WhatsApp Business App and retry the Kapso coexistence flow. If the same error keeps appearing, the most reliable recovery is often to reset the WhatsApp Business App account for that number and start again:

1. In the WhatsApp Business App, open Settings → Account → Delete account.
2. Delete the WhatsApp Business account for that phone number.
3. Create the account again in the WhatsApp Business App using the same phone number.
4. Return to Kapso and restart the WhatsApp Business App coexistence flow.

Do not link the number manually to a Meta Business Portfolio before retrying through Kapso. Create the account in the WhatsApp Business App first, then let the Kapso flow handle the Meta connection. If the error persists after recreating the WhatsApp Business App account, try a different phone number or contact support with the exact Meta error text and screenshots from the Meta popup.

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Error 3441041

Meta shows this error when the phone number is not associated with the business selected in the flow. Meta’s suggested resolution is:

1. Enter a phone number associated with the business you selected.
2. Unlink the WhatsApp account from the current business in Meta Business Suite.
3. Delete the phone number from the current WABA in WhatsApp Manager.

In practice, this often happens when:

• the phone number is still associated with a different company or portfolio in Meta
• an old BSP relationship is still partially attached
• the number was cleaned up only on the app side, but not on the portfolio or WABA side

What to do:

1. In Meta Business Settings, open Accounts → WhatsApp accounts.
2. Select the WhatsApp account / WABA currently associated with the number.
3. Check whether that WABA has any other active production numbers, templates, or assets you need to keep.
4. If it does, preserve, migrate, or recreate anything you need before continuing, or contact support for help.
5. Open Partners and remove every partner listed for that WhatsApp account.
6. Delete or remove the WhatsApp account from the Business Portfolio.
7. Remove the number from Connected numbers in Kapso if it still appears there.
8. Reconnect from Kapso and create or select a new WABA in Meta embedded signup.

If the error persists after full cleanup, contact support with:

• phone_number_id
• waba_id
• the exact Meta error
• screenshots of the relevant Meta pages

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Error 2655093

Meta shows this error when the business is already sharing that WhatsApp Business Account with another partner, and switching partners is not supported in this flow. Meta’s suggested resolution is:

1. Disconnect the current partner in the WhatsApp Business App.
2. Return to the flow and connect the new partner.

Typical symptom:

• Meta says the number is still shared with a partner or must be disconnected first
• but the customer believes the previous provider is already disconnected

What to do:

1. Re-check the WhatsApp Business app for business-platform connections.
2. Re-check the Partners tab in WhatsApp Manager.
3. Re-check whether the WhatsApp account still lives under an old portfolio.
4. If all visible associations are gone and the error remains, contact support.

In recent support cases, this error has appeared when Meta still seems to treat the number as linked to a previous partner, even after the visible cleanup steps were completed.

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Known limitations

These are known behaviors customers should expect:

• occasional disconnects
• some WhatsApp Web sync issues
• some contact-name sync issues
• some first inbound messages may not reach Kapso immediately

If your use case needs stable automation, templates, webhooks, and production reliability, use the dedicated / Cloud API path instead.

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Restrictions still apply

If you connect a number in coexistence mode, Meta restrictions are still enforced. Examples:

• display name still needs approval when Meta requires it
• business verification may still be required
• template sending can still be blocked by payment issues

Coexistence only changes the connection mode. It does not remove WABA-level restrictions.

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When to contact support

Contact support if:

• you already completed the cleanup steps above
• the correct WABA still does not appear
• 3441041 or 2655093 still persists after cleanup
• you suspect an old partner still controls the account but cannot remove it

To speed up support, include:

• phone_number_id
• waba_id
• the exact Meta error text
• screenshots of the relevant Meta pages