Visit the WhatsApp Business API status page for the latest information on whether the API is experiencing any platform outages.
Before contacting direct support:
If you still can't find a solution after these steps, contact Direct Support to open a ticket.
When exchanging log files with Direct Support, users can now upload attachments up to 2GB for files with
.log extensions. Other types of files still have a 150 MB limit per file.
To contact support, you can go to business.facebook.com/direct-support, select your business, and ask a question.
Alternatively, you can open a Direct Support ticket through your WhatsApp account in the Facebook Business Manager.
You can select a severity level when submitting a technical Direct Support ticket to WhatsApp Business Support. The support team will review your problem description against the severity criteria outlined below. If the description does not match the definition, the support team will adjust the severity and inform you of the change.
See more about each severity level below:
Use the “Critical” severity level when:
A “Critical” ticket has one or more of the following characteristics:
You are not receiving messages.
You no longer have access to the API.
Server stability compromised
You are experiencing crashes or getting no responses from the system, even after restarting your server.
Security or privacy threats
Access to PII data.
Use the “Urgent” severity level when:
You select severity 2 if the following criteria are met:
This is the default severity level. Use “Standard” if:
v2.21.3, if you want to report a bug, provide the values of
X-Internal-Request-IDS response headers in your ticket to help us pinpoint and reproduce your issue. These response headers are available for all requests.