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WhatsApp templates can fail even when the template itself is approved. If Meta cannot bill the WhatsApp Business Account (WABA), it blocks outbound template messages until the payment and business setup is complete. The fix depends on how the WABA’s Meta message billing is configured.

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Check the billing mode

In Kapso, open Phone numbers, expand the number, and find the Meta message fees card.

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Kapso credits

  • If the project has insufficient credits, add credits and retry the message.
  • If the card says Needs attention, use its retry action.
  • If the warning remains, contact Kapso support. You do not need to add a card to this WABA in Meta.
Follow the Meta Billing Hub steps below.

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Common error messages

You may see one of these messages in Kapso health checks, broadcasts, workflows, or API responses:
  • There is an issue with the payment method
  • Meta blocked this template because your WhatsApp Business account is not payment eligible
  • Meta blocked this template because your WhatsApp Business account is not payment elegible
  • Payment method required
  • WhatsApp Business Account is not eligible to send template messages

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Why this happens

Template messages are billed by Meta. If billing setup is incomplete, business info is missing, tax information is required, or the account is not approved, Meta can reject template sends. For WABAs paid directly through Meta, this is usually caused by one of these:
  • No active payment method on the WABA account
  • A payment method that failed verification
  • Missing business details in Billing Hub
  • Missing tax information when Meta requires it
  • WhatsApp account status still in review or restricted

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How to fix

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1. Add or confirm a payment method

  • Open Billing Hub account details
  • Select the account connected to Kapso
  • Add or confirm an active payment method
  • Resolve any failed-payment, verification, or billing prompts shown by Meta

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2. Complete business information

  • Open Business info in Meta Business settings
  • Complete the legal business name, address, phone number, website, currency, and any required tax information
  • Save changes and return to Billing Hub to confirm there are no remaining prompts

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3. Confirm account status is approved

  • Open WhatsApp Account settings
  • Confirm the WABA status is Approved
  • The account should not be in review, restricted, disabled, or waiting on a Meta-requested action

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4. Wait and retry

  • Wait 5-10 minutes
  • Retry sending the same template

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5. If nothing works

Contact Kapso support.