CTWA error troubleshoot documentation

1. Page Not Assigned

Possible Reason: The page might not be added to the Business Manager (BM).

Resolution Steps:

• Open the correct BM.
• Navigate to Pages.

• Click on the Add icon and add the page.

  

2. Aggregator Business Already Has an Existing Client Business Associated

Possible Reason: The page is connected to a project and needs to be disconnected by the back-end team.

Resolution Steps:

• Drop an email to support so the issue can be escalated to the tech team for resolution.

  
  

  

  
  
  
  

3. Unable to Link Facebook Page to a WhatsApp Number

Possible Reason: The WhatsApp number might not be added to the Facebook page.

Resolution Steps:

• Go to Facebook Page → Professional Dashboard → Linked Accounts → WhatsApp.

• Check if the number is added.

  

  

  
  

4. Facebook Account Already Linked with Another Project

Possible Reason: The page is connected to another project and must be disconnected by the back-end team.

Resolution Steps:

• Drop an email to support so the issue can be escalated to the tech team for resolution.

  
  
  

5. Business Request Sent

Possible Reason: When clicking on the Verify icon, a pop-up appears.

Resolution Steps:

• Go to Business Manager.

• Click on Request → Other Requests → Approve the Request.

  
  

  

6. Invalid OAuth Access Token

Possible Reason: There is an access issue that needs verification by the tech team.

Resolution Steps:

• Drop an email to partnership.support@aisensy.com.

  
  

7. Insufficient Permission to Create a New Business Manager

Possible Reason: The Facebook Business Manager (FBM) where the API account is created does not have enough access.

Resolution Steps:

• Check the user's access permissions.

  
  

8. Unknown Error Occurred

Possible Reason: There is an access issue that needs verification by the tech team.

Resolution Steps:

• Drop an email to support@aisensy.com.

9. Ads Getting Automatically Paused

Possible Reason: The ad credits are less than the daily budget.

Resolution Steps:

• Maintain a minimum balance in the ad credit wallet equivalent to at least 2 days of the daily budget.

• If the wallet balance falls below the required amount, ads will pause automatically until sufficient funds are added.

  
  
  

10. Number Not Linked with WhatsApp

Possible Reason: The user is trying to add a WhatsApp business number incorrectly.

Resolution Steps:

• First, add the number to the Facebook Page.
• Then, return to AiSensy and add the number with the country code (+91 for India).

• Click on Verify.

  
  
  

11. Unable to Fetch Ads Running on Meta

Possible Reason: Only Click-to-WhatsApp Ads (Engagement type ads) can be fetched from Meta.

Resolution Steps:

• Go to AiSensy Ads Manager.
• Click on Fetch Ads.
• Choose Ad Account.

• Click on Fetch Ads again.

  
  

  

  
  

12. Ad is Live but Messages Are Not Coming on API Number

Possible Reason: The API number might not be marked as Primary on the Facebook Page.

Resolution Steps:

• Go to Facebook Page → Professional Dashboard → Linked Accounts → WhatsApp.
• Mark the API number as Primary.