Support
The following support options are available to WhatsApp Business Platform developers.
Developer Support
If you are non-enterprise developer (i.e., not a Solution Partner or managed partner), you can contact Meta developer support at:
API Status
See WhatsApp Business API Status to learn about our WhatsApp Business API Status page and what information it reports.
Enterprise Developer Support
If you are an enterprise developer, such as a Solution Partner or managed partner, you can open a Direct Support ticket using the link below. If you have multiple Meta business accounts, be sure to select the appropriate account.
https://business.facebook.com/direct-support/
Note that if you are an end-client of a Solution Partner or managed partner, contact your Solution Partner or managed partner for support directly.
We do our best to provide an initial response to your ticket within 24 hours on business days. Business days are Monday through Friday, in the customer country set in the Business Account, excluding holidays.
Ticket Severity
Ticket severity is generated based on the type of issue selected and information provided in your submission. We will review your ticket and investigate the issue according to the severity level and time of submission.
The criteria used to evaluate the severity of your ticket is outlined in the table below.
| Severity | Issue Type |
|---|---|
1 - Critical | This issue severely impacts your production environment by causing the API to not function at all. You are not able to send any messages and/or add/register any phone numbers. It halts your business operations and there are no procedural workarounds. |
2 - Urgent | This issue impacts your production environment by impeding API functions, resulting in a majority of message send failures. It causes major disruptions to significant portions of your business operations, and there are no procedural workarounds. |
3 - Standard | This issue impacts your production environment, with the API having minor or intermittent issues, resulting in some message send failures. It causes minor disruptions to portions of your business operations, but there are procedural workarounds. It also includes all other issues not classified as Critical or Urgent. |
When a Critical or Urgent ticket is resolved but with outstanding request(s), we update the severity to Mitigated.