- Product support[email protected]Faults, integration questions, billing and anything about using the console.
- Privacy & deletion[email protected]Access, correction and deletion requests, and data protection questions.
- Security[email protected]Vulnerability reports and suspected compromise of an account or key.
- Abuse[email protected]Spam or unwanted messages sent by a business using our platform.
Send us a message
No account needed. We reply to the address you give us.
1. Who to contact
Pick the address that matches your question. Everything goes to a monitored mailbox, and every message is read by a person.
| Topic | Where to write | First-reply target |
|---|---|---|
| Product help, faults, integration questions, billing | [email protected] | 1 business day |
| Privacy, data-subject requests, deletion | [email protected] | 3 business days |
| Vulnerability reports and suspected compromise | [email protected] | Same business day |
| Spam or abuse you received from a business using our platform | [email protected] | 1 business day |
| Contracts, DPAs, legal notices | [email protected] | 3 business days |
Targets are for a first substantive reply, not for resolution, and apply on business days. Customers with a signed order form get whatever that document specifies, which prevails over the table above.
2. What to include so we can help immediately
Most back-and-forth is avoidable. A ticket with the details below is usually resolved on the first reply; a ticket that says only "messages aren't sending" is not.
- Your organisation name and the email address on your account.
- The WABA id and the sending phone number involved.
- The message id, template name or API key id, if the problem concerns a specific object.
- The exact error message and any error code we or Meta returned.
- Timestamps with a timezone, and how often the problem happens.
- What you expected to happen, and what happened instead.
- Whether it started after a change on your side — a new template, a deploy, a rotated key.
Never send credentials
Do not email API keys, Meta access tokens, webhook verify tokens, passwords or full card numbers. We will never ask for them. If a credential has already been exposed, revoke it first, then tell us at [email protected].
3. Check these first
A large share of reported faults are configuration or policy issues visible in the console. These checks take a minute and often solve the problem outright.
- 1
Is the phone number connected and registered?
Phone Numbers shows registration state, quality rating and messaging limit for every number on your WABA.
- 2
Does your WhatsApp Business Account have a payment method?
Meta bills conversation charges to your own account, separately from your subscription here, and nothing sends until a payment method and a currency are set on the WABA. A send that fails with error 131042 — 'business eligibility payment issue' — is almost always this. Open it from WABAs → the account's menu → Billing & payment method, or at https://business.facebook.com/billing_hub/accounts/details.
- 3
Is the template approved and the right category?
Templates shows Meta's approval status. Rejected or paused templates cannot be sent, and a category mismatch is a common rejection reason.
- 4
Are you inside the 24-hour customer service window?
Outside that window only approved templates can be sent. A free-form send will fail with a policy error.
- 5
Has your quality rating dropped?
A low rating reduces your messaging limit and can pause templates. This is Meta's assessment of recipient feedback, and the fix is fewer, more relevant messages.
- 6
Is your webhook endpoint healthy?
Webhooks shows recent deliveries. A failing or unreachable endpoint means you stop seeing inbound messages and status updates.
- 7
Is the API key valid?
API Keys shows what is active. A revoked or mistyped key returns 401, which looks like an outage but is not one.
4. Outages and incidents
- If the platform is degraded or down we investigate immediately and post updates to affected customers.
- Report a suspected outage to the support address with the word "outage" in the subject line — it is triaged ahead of the normal queue.
- Some incidents are Meta's, not ours: Cloud API and Graph API outages affect every Tech Provider simultaneously and we can only wait, retry and keep you informed.
- After a significant incident affecting your account we provide a summary of what happened, the impact and what we changed.
5. What we can and cannot do about Meta decisions
As a Tech Provider we operate the software; Meta operates the WhatsApp Business Platform. Some outcomes are entirely Meta's, and being clear about that saves everyone time.
| Situation | Can we help? |
|---|---|
| Template rejected or paused by Meta | We can explain the likely reason and help you resubmit. We cannot overturn the decision. |
| Messaging limit or quality rating | We can show you the data and advise on recovery. Meta sets the numbers. |
| Business verification | We can point you at the requirements. Verification happens in your own Business Manager. |
| Phone number banned or WABA restricted | We can help you prepare an appeal to Meta. The appeal is yours to file. |
| Cloud API outage or Graph API errors | We monitor, retry and keep you updated. The fix is Meta's. |
| Pricing of conversations | We can explain how it is calculated. Meta sets the rates. |
Meta's own policies are the reference for all of the above — start at https://www.whatsapp.com/legal/messaging-policy.
6. Escalation
- 1
Reply on the existing thread
Keeping the history in one place is faster than opening a second ticket, which resets the queue position.
- 2
Ask for escalation explicitly
Reply with "escalate" and the business impact — revenue at risk, customers affected, deadline. It is routed to a senior engineer.
- 3
Contact the legal address for contractual matters
Unresolved commercial or contractual issues go to [email protected].
- 4
Complain to a regulator for privacy matters
If a privacy complaint is not resolved to your satisfaction you may complain to your data protection authority. We would rather resolve it first.
7. Who operates this service
WA Console is operated by Drasken Labs Private Limited, a hosted console and API for sending and receiving WhatsApp Business Platform messages. We are a Tech Provider on the Meta WhatsApp Business Platform (Cloud API). WhatsApp is a trademark of Meta Platforms, Inc.; we are an independent provider and are not affiliated with or endorsed by Meta.