Troubleshooting

Embedded Signup Completes But IDs Are Missing

Likely causes:

• Popup postMessage did not arrive
• Access did not include expected business assets

What to do:

1. Retry in a browser profile with popups allowed.
2. Complete the flow fully without closing early.
3. Use Dualhook's fallback discovery and finalize the selected WABA/number.

Webhook Verified But No Message Events Arrive

Likely causes:

• Override not active for this connection
• Wrong endpoint URL or environment
• Heartbeat overdue
• Endpoint returns non-200 or times out

What to do:

1. Re-check the connection webhook URL and override status in the dashboard.
2. Send real inbound and outbound tests (not only the synthetic ping).
3. Check heartbeat status and acknowledge if overdue.
4. Check server logs for signature, parsing, or timeout errors.

Messages Arrive at Wrong Endpoint

Likely causes:

• Phone-level callback override taking precedence
• Legacy configuration still active

What to do:

1. Audit phone-level and WABA-level callback settings via Meta Graph API.
2. Standardize per environment and re-subscribe intentionally.

See Webhook Override routing priority for the precedence rules.

Media Webhooks Arrive But No File Is Available

Likely cause:

• The webhook contains media metadata and an ID, not the binary file itself.

What to do:

1. Retrieve media using GET /<MEDIA_ID> — see Upload, Retrieve & Delete Media.
2. Download using the returned temporary URL with bearer auth.

Quality Drops to LIMITED or BLOCKED

What to do:

1. Pause or throttle risky campaigns.
2. Prioritize utility and authentication traffic.
3. Review template quality, audience targeting, and opt-out handling.
4. Resume scale only after sustained quality recovery.

See Maintain Account Health for a full incident playbook.