Summary
The WhatsApp Coexistence feature allows businesses to use both the WhatsApp Business App and the WhatsApp Business API with the same phone number—making it easier to scale communication across teams and channels.
While this is a powerful addition for growing businesses, it’s still a relatively new feature from Meta. As a result, some users experience issues during the embedded signup or setup process.
In this article, we’ll walk you through the most common issues, what typically causes them, and how to resolve them based on best practices and current guidance from Meta and other trusted sources.
Instructions
If you're running into problems while setting up WhatsApp Coexistence using the embedded signup, you're not alone. This section covers the most common issues businesses face, why they happen, and how to fix them - step by step.
Common Issues During WhatsApp Coexistence Signup (And How to Fix Them)
1. Phone number is not eligible
What’s the issue?
You may see an error saying: "Your phone number isn't eligible to connect to the WhatsApp Business Platform. More activity on the WhatsApp Business App is needed to help determine eligibility."
Why it happens?
Meta requires that the number you're trying to use has been active on the WhatsApp Business App for at least 7 days. If the number is new or hasn't seen enough activity, it won’t qualify yet.
How to fix it:
Use the number actively: Engage in real conversations with customers through the WhatsApp Business App for for at least 7 days. Preferably up to 30 to 60 days.
Avoid re-registering: Don’t delete and re-register the number—it resets the activity history and delays eligibility.
Check if it's tied to an old WABA account: If this number was previously linked to a WhatsApp Business API (WABA) account, delete the old WABA setup first. Then re-register the number in the WhatsApp Business App and use it actively for 1 to 2 months before trying Coexistence again.
2. Country or region not supported
What’s the issue?
Your number can’t be used for Coexistence because the country code is from a region that Meta currently doesn’t support.
Why it happens?
Meta has temporarily restricted Coexistence for certain countries due to compliance, regulatory, or service limitations. Unsupported regions include the Australia, Japan, Nigeria, Phillipines, Russia, South Korea, South Africa, and Turkey.
Phone numbers with country codes from these regions is also not supported: European Economic Area, Europian Union and United Kingdom.
How to fix it:
Use a supported country code: Choose a phone number from a supported region such as India, Brazil, Mexico, Indonesia, the U.S., Hong Kong, or Singapore.
Monitor for updates: Meta may expand support to more countries over time. Check Meta’s official documentation or updates from Wati.
Explore alternatives: If Coexistence isn’t supported in your region yet, consider using the WhatsApp Business App alone or another communication channel temporarily.
3. Number was previously used with WhatsApp Business API
What’s the issue?
You may see an error like: "This number is registered to an existing WhatsApp account. To use this number, disconnect it from the existing account."
Why it happens?
If the number was previously connected to a WABA account, it must go through a cooldown period before you can use it again with Coexistence.
How to fix it:
Delete the WABA account: Log in to your previous API provider’s portal and remove the WABA configuration.
Re-register in the WhatsApp Business App: Use the same number and keep it active for 1–2 months to rebuild its credibility.
Avoid re-integrating too soon: Don’t try to use the API again right away—Meta may flag it as ineligible.
4. Chat sync failures or delays
What’s the issue?
Chat history and contact data might take a long time to sync (up to 6 hours), or the sync may fail altogether.
Why it happens?
This typically happens due to:
Large amounts of chat history
Unstable internet connections
The WhatsApp Business App being closed or inactive during sync
How to fix it:
Keep the app open: Keep your phone unlocked and the WhatsApp Business App running during the sync.
Use a reliable internet connection: A strong connection helps speed up and stabilize the process.
Be patient: Syncing large data sets may take several hours.
Restart the process if needed: Rescan the QR code and try again. Make sure your app is updated to version 2.24.17 or later.
5. QR code doesn’t appear or won’t scan
What’s the issue?
The QR code for embedded signup either doesn’t appear or fails to scan in the WhatsApp Business App.
Why it happens? This may be due to:
An outdated app version
Incorrect steps taken during signup
Issues with the device’s camera
Temporary server issues on Meta's side
How to fix it:
Update your app: Ensure the WhatsApp Business App is updated to version 2.24.17 or newer.
Follow the correct flow: Go to Settings > WhatsApp > Sign Up with Facebook in the app to generate the QR code.
Use a working camera: Make sure your phone camera is clean and functioning properly. Try scanning in good lighting conditions.
Retry: If issues persist, try again after some time.
6. Facebook Page linking issues
What’s the issue?
You may not be able to link your WhatsApp Business account to a Facebook Page - something required during Coexistence setup. In some cases, the linking process may throw errors or fail to complete.
Why it happens?
There’s no Facebook Page or Meta Business Manager account set up.
You’re not logged in with an admin account.
Regional or account-level restrictions from Meta may be in place.
How to fix it:
Create a Facebook Page: If you don’t already have one, go to Settings > Business Tools > Facebook & Instagram in the WhatsApp Business App and create it from there.
Verify your access: Make sure you're logged in with an account that has admin privileges for both the Facebook Page and the Business Manager.
Check Meta Business Account setup: During Embedded Signup, connect to or create a Meta Business Account. Make sure the account has complete business info like name, address, and website.
7. Inability to disable Coexistence
What’s the issue?
There’s no built-in option in the WhatsApp API platform to turn off Coexistence directly.
Why it happens?
The feature simply isn’t available in the API interface.
How to fix it:
Disconnect from the app: Open the WhatsApp Business App, go to Settings > Account > Business Platform, and tap the Disconnect button.
Don’t uninstall the app: Uninstalling may remove the connection entirely and create issues when re-onboarding.
8. Unsupported companion devices
What’s the issue?
Messages sent from certain companion devices - like WhatsApp for Windows or WearOS - don’t sync with the Cloud API. These messages will be missing in your platform view.
Why it happens?
Only selected companion apps (like WhatsApp Web and WhatsApp for Mac) are supported under Coexistence. Unsupported devices can send messages, but they won’t sync with the API.
How to fix it:
Use supported devices: After onboarding, re-link your devices using WhatsApp Web or WhatsApp for Mac.
Watch for placeholders: If messages are sent from unsupported devices, placeholders may appear prompting users to switch.
Keep an eye on updates: Meta may expand support for more devices soon. Follow updates from Meta or Wati.
9. Business name can’t be changed post-onboarding
What’s the issue?
You won’t be able to change your business name after enabling Coexistence.
Why it happens?
Meta locks the business name to keep things consistent across both the Business App and API.
How to fix it:
Update before onboarding: Double-check your business name in the WhatsApp Business App and in Meta Business Manager before you begin Coexistence setup.
Need changes after onboarding? You’ll need to contact Meta support or Wati - but be aware that updates aren’t always approved.
Quick checklist for a smooth setup
Update your app: Use WhatsApp Business App version 2.24.17 or newer.
Use official providers: Work with trusted solution providers like Wati for guidance and support.
Check number eligibility: Make sure the number has 7+ days of usage and belongs to a supported country.
Back up your data: Coexistence syncs up to 6 months of chat history, but it's best to back up important data manually before setup.
Conclusion
WhatsApp Coexistence offers a powerful way to manage both the Business App and WhatsApp Business API with the same number. While setup can involve a few hurdles, most issues are easy to resolve with the right steps. Stay patient, follow the guidance, and reach out to Wati support team if needed - you’ll be up and running in no time.