Question 1

How do I sign in without a password?

Accepted Answer

Enter your WhatsApp number on the sign-in page and we send a one-time code to it on WhatsApp. The code lasts five minutes, and only the newest one works. If it does not arrive, you can ask for another after 45 seconds.

Question 2

It says “Too many attempts”. What do I do?

Accepted Answer

Each number can request five codes an hour, and a code stops working after five wrong guesses. Wait for the limit to reset — it can take up to an hour — then request one new code and enter it carefully.

Question 3

Can I keep using the WhatsApp Business app on my number?

Accepted Answer

Yes. When you connect in Meta’s window, choose to keep using the WhatsApp Business app. The app needs to be version 2.24.17 or newer, and the number must already be on the Business app. If you connect a brand-new number instead, it works through SmartEngage only and cannot go back to the app.

Question 4

My number is connected, so why are my messages not sending?

Accepted Answer

The most common cause is a missing payment method in Meta’s WhatsApp Manager: Meta bills its message fees itself, separately from your SmartEngage plan. Other causes are a template that is not approved yet, reaching your daily messaging limit, or recipients who have opted out. The campaign report shows the reason for each failed message.

Question 5

Why was my template rejected?

Accepted Answer

Meta gives a reason, and SmartEngage shows it on the template’s card. Common causes include a promotion submitted as utility, placeholders without clear sample values, or wording that breaks Meta’s policies. Fix the wording and submit it again — if the name is already taken, save it under a new one, for example with “v2” on the end.

Question 6

How many messages can I send in a day?

Accepted Answer

Meta sets a messaging limit for every number, and it rises over time as your number builds a good record. Your current limit is on the Connect page. Anyone over the limit is held as Waiting rather than being marked as failed.

Question 7

Where can I import contacts from?

Accepted Answer

Upload a CSV, Excel (.xlsx) or vCard (.vcf) file, or import directly from Google Contacts, Shopify or WooCommerce. HubSpot and Mailchimp are coming soon — until then, export a CSV from either and upload that.

Question 8

What happens when a customer replies STOP?

Accepted Answer

They are opted out straight away and get a short confirmation, and no campaign will message them again. If they later reply START, they are opted back in.

Question 9

Why can I not reply to a customer in the inbox?

Accepted Answer

WhatsApp lets a business reply freely for 24 hours after the customer’s last message. After that, the first message has to be an approved template. Once the customer answers it, the window opens again.

Question 10

Does SmartEngage add a markup to WhatsApp’s fees?

Accepted Answer

No. You pay Meta’s official message fees directly to Meta, and your SmartEngage plan covers the software. Current plans and prices are on the pricing page.

How Can We Help?

Getting Started

Connecting WhatsApp

Contacts & Imports

Message Templates

Campaigns

Inbox & Replies

Number Safety

Billing & Plans

Troubleshooting

Quick Answers to Common Questions

Still Need a Hand?