WhatsApp commerce troubleshooting

Catalog

• "Make sure the access token has the catalog_management permission": the system user behind your WhatsApp connection can't manage the catalog. Give it access in Meta Business settings, or paste a token that can into Catalog access token. See Sell on WhatsApp: set up commerce.
• The catalog button doesn't show for customers: choose Connect to WhatsApp (or Reconnect to WhatsApp) under Commerce → Settings. Changes can take a few minutes to reach customers' phones.
• A product says Sync failed: read the reason under it. Add a photo if it's missing, fix the product and save it again.

Sending products

• A product is missing from the list in the inbox: only products marked On WhatsApp can be sent. Sync it first.
• "Outside the 24-hour WhatsApp customer service window": the customer hasn't messaged in the last 24 hours. Send a template first; you can share products once they reply.
• Out of message credits: top up your wallet.

M-Pesa

• "M-Pesa rejected the consumer key/secret": check you copied the keys of the live app, and that Live or Sandbox matches the keys.
• "Enter a Kenyan M-Pesa number": the number isn't a Kenyan mobile number. Type the customer's M-Pesa number, for example 0712 345 678.
• The customer didn't get a prompt: their phone may be off or out of network. Ask them to check, then choose Send again.
• Payment failed: "Request cancelled by user": the customer dismissed the prompt. Send it again when they're ready.
• Payment failed: insufficient balance or timed out: the customer didn't complete it in time or doesn't have enough funds. Send it again.
• Stuck on "Payment pending": choose the refresh button next to the payment to check with Safaricom directly.

Still stuck? Open Help & Support (the ? button in the app) to contact our team.