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 see Meta errors like 3441041 or 2655093

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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 Kapso, remove the number if it was previously connected as a dedicated / Cloud API number.
2. In the WhatsApp Business app on the phone, open Settings → Account → Business platform and make sure the old provider is disconnected.
3. In WhatsApp Manager, open the WhatsApp account and check the Partners tab. Remove the old partner if it still appears.
4. If the number still cannot reconnect, remove the WhatsApp account from the business portfolio in Meta.
5. Wait a few minutes.
6. Try the Kapso coexistence flow again.

In many migration cases, Meta creates a fresh WABA when you reconnect through Kapso.

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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. 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
• do not choose the wrong “existing app” path

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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. Confirm the old provider is disconnected in the WhatsApp Business app.
2. Remove the old partner from the Partners tab in WhatsApp Manager.
3. If the number still appears inside the old WABA or portfolio, remove that WhatsApp account from the business portfolio.
4. Wait a few minutes and reconnect from Kapso.

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