> For the complete documentation index, see [llms.txt](https://help.pickyassist.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.pickyassist.com/general-guidelines/whatsapp-handling-errors.md).

# Whatsapp Handling Errors

## WhatsApp Number Onboarding Failed

### Overview

If your WhatsApp phone number onboarding has failed, the number has not been successfully registered on the WhatsApp Business Platform. Until onboarding is completed, you will not be able to send or receive WhatsApp messages through Picky Assist.

### Common Causes

The most common reasons for onboarding failure include:

* The phone number is still registered on the WhatsApp Messenger or WhatsApp Business mobile app.
* SMS or Voice verification could not be completed.
* The registration process was interrupted.
* Your WhatsApp Business Account (WABA) requires additional verification.
* A temporary platform or network issue occurred during onboarding.

### How to Fix the Issue

**Step 1 – Check the Phone Number Status**

Open WhatsApp Manager and navigate to:

Phone Numbers

Review the status of the phone number and note any error message displayed.

**Step 2 – Remove the Number from WhatsApp**

If the phone number is currently being used in the WhatsApp Messenger or WhatsApp Business app:

* Delete the WhatsApp account associated with the number, or
* Remove the number from the mobile application before attempting onboarding again.

Note: A phone number cannot be actively used on the standard WhatsApp app and the WhatsApp Business Platform at the same time.

**Step 3 – Verify SMS or Voice Access**

Ensure the phone number can receive:

* SMS verification codes
* Voice verification calls

Without successful verification, onboarding cannot be completed.

**Step 4 – Retry the Onboarding Process**

Return to WhatsApp Manager > Phone Numbers.

If a Retry option is available, select it and complete the onboarding process.

If the above steps don’t work then please disconnect and connect the number again.\
\
Checklist Before Contacting Support

* The phone number has been removed from the WhatsApp or WhatsApp Business app.
* The SIM card is active.
* SMS and Voice verification are working.
* The correct verification code was entered.
* There are no pending verification requests in WhatsApp Manager.

### Frequently Asked Questions

#### Can I use the same phone number on the WhatsApp mobile app and the WhatsApp Business Platform?

No. A phone number can only be active on one WhatsApp service at a time. It must be removed from the mobile app before it can be registered on the WhatsApp Business Platform.

#### Why didn't I receive the verification code?

Possible reasons include:

* Poor network connectivity.
* SMS or Voice services are unavailable.
* An incorrect phone number was entered.
* Temporary delays from your mobile carrier.

**What should I do if the Retry option is unavailable?**

Review the error message shown in WhatsApp Manager. If the issue persists and no retry option is available, contact Picky Assist Support.

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