This article answers common questions about using Template Messages in Wati, including issues with file sizes, variables, editing restrictions, account flags, and connection errors. It also explains how to properly format and submit templates to ensure smooth approval and delivery.

Question: Why can't I create a template because the requested number was deleted?

Answer: This usually means the phone number linked to your account was deleted or disconnected. Double-check that the number is active and properly connected. If everything looks fine but you’re still stuck, reach out to our support team and we will be happy to help.

Question: Why can't I create a template due to an image/video/pdf size issue?

Answer: The file you’re trying to upload may not meet Meta’s size or format rules. Make sure your image, video, or PDF matches the requirements mentioned in our documentation, then try again.

Question: Why can't I send a message because of consecutive spaces?

Answer: Meta doesn’t allow templates with two spaces in a row. A quick fix is to remove any extra spaces and resend your message.

Question: Why can't I add a PDF link?

Answer: The PDF link you’re using might not be valid or accessible. Please check that the link works and is publicly available before adding it to your template.

Question: Why was access revoked?

Answer: This can happen if Wati was removed as a Partner from your WhatsApp Business Account in Meta Business Manager. To get things running again, simply reach out to Wati customer support so we can help reconnect your account.

Question: Why am I unable to edit the message?

Answer: Once a template has been approved, it’s locked in and can’t be edited. If you need to make changes, you’ll need to create a new template and submit it for approval.

Question: Why am I getting a "Same language already available" error?

Answer: This happens when there’s already a template with similar content in the same language in Meta WhatsApp Manager. To fix it, just create a unique template name and adjust the content a bit before submitting it again.

Question: Why is my account flagged?

Answer: Your account may be flagged if WhatsApp detects a pattern of low-quality messages. To prevent this, make sure your messages are clear, relevant, and follow WhatsApp’s quality guidelines.

Question: Why is my account disconnected?

Answer: This usually happens if the number linked to your WhatsApp Business Account (WABA) was deleted. Don’t worry — you can quickly get back on track by reconnecting your WABA account.

Question: Why am I unable to create a carousel template?

Answer: Carousel templates only work with certain image formats. If you’re seeing this issue, it’s likely because your file isn’t in JPG or PNG format. Try uploading your images in one of these supported formats and resubmit your template.

Question: How do I use variables in a template?

Answer: You can add variables by wrapping them in double curly brackets, like {{name}}. When your message is sent, these placeholders will automatically be replaced with customer-specific details.

Question: What should I enter in the Sample Content field?

Answer: The sample content is just an example value for your variables. For instance, if you’re using {{name}}, you might enter WATI. This helps WhatsApp understand how your variables will be used.

Question: Can I use multiple languages in a template?

Answer: No. Each template can only be created in one language. If you want to send messages in more than one language, you’ll need to create a separate template for each.

Question: Can I duplicate the template name?

Answer: No. Every template needs its own unique name. Be sure to choose something different each time you create a new one.

Question: What is the maximum character limit for a marketing template?

Answer: Marketing templates can include up to 550 characters, including any variable values. Make sure your message stays within this limit.

Question: What are template categories and how do they work?

Answer: Templates are grouped into three categories, each with its own purpose defined by Meta. Check out our documentation for a breakdown of what each category means and when to use them.

Question: Why is my template category getting changed by Meta?

Answer: If your category selection doesn’t follow Meta’s guidelines, Meta may reassign it. To avoid this, always pick the most accurate category when creating your template.

Question: Why did my template submission fail?

Answer: A common reason is that your onboarding isn’t complete. Make sure your number is connected and your onboarding process is finished before submitting your template.

Question: What is the maximum image size allowed in a template?

Answer: Images must be 5 MB or smaller. If your image is larger, you’ll need to reduce the file size before uploading.

Question: How do I shorten a URL in a template?

Answer: You can use any URL-shortening service to make links shorter and easier to manage. Shortened URLs work just fine in template content.

Question: Why is there a delay in template approval?

Answer: Template reviews usually take anywhere from 10 minutes up to 48 hours. Don’t worry if it’s taking a bit longer — your template is still in the review queue and will be approved as soon as possible.

Question: Why am I unable to edit an authentication template?

Answer: Authentication templates are locked to a fixed format and can’t be edited. This is by design to keep the authentication process secure and consistent.

Question: Why was my template rejected?

Answer: If your template was rejected, you can find the exact reason inside your WhatsApp Manager. Review the feedback, make the necessary changes, and then resubmit your template for approval.

Question: Why do I see a different URL (live-mt-server.wati.io) instead of my CTA link?
​Answer: This happens when you have enabled the "Enable ROI tracking" option when creating the template. On the latest iOS version (iOS 26), the CTA URL may display as live-mt-server.wati.io instead of your actual link.
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​Question: Does this (live-mt-server.wati.io) url issue affect all devices?
​Answer: No, this issue currently appears only on the latest iOS update (iOS 26). It does not affect older iOS versions.
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​Question: Why is this (live-mt-server.wati.io) url issue happening?
​Answer: The issue is caused by recent changes introduced by Meta.
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​Question: Is there a workaround for (live-mt-server.wati.io) url issue?
​Answer: Unfortunately, there is no workaround at the moment, as the behavior depends on the end user's phone and operating system. We are working on a fix.