Frequently Asked Questions

No. WebWMS2U credits and Meta's WhatsApp message charges are separate.

A WebWMS2U credit is used when WebWMS2U processes and sends a message. Meta may separately charge your WhatsApp Business Account when a chargeable template message is delivered.

Messages sent through the API under Coexistence use the WhatsApp Business Platform and are subject to Meta's applicable messaging limits, template rules, quality requirements and policies.

Coexistence does not provide a separate or higher API messaging limit. Check WhatsApp Manager for the messaging limit currently assigned to your business.

Meta's messaging limit generally controls how many unique customers a business can start conversations with during a rolling 24-hour period. It is not simply the total number of individual messages sent.

Depending on eligibility and account status, limits may progress through tiers such as 250, 2,000, 10,000, 100,000 or an unlimited number of unique customers.

Meta can change its limit system, and limits may be applied at business portfolio level. The limit displayed in WhatsApp Manager is the authoritative limit for your account.

An unverified business may initially be restricted to starting conversations with up to 250 unique customers in a rolling 24-hour period, subject to Meta's current eligibility rules.

This does not necessarily mean that only 250 individual messages can be sent. Multiple messages may be exchanged with the same customer during an active conversation.

Business verification does not automatically guarantee an unlimited or maximum messaging limit.

An eligible verified business may receive a higher starting tier and can subsequently be upgraded according to its sending volume, account quality and compliance history. Available tiers may include 2,000, 10,000, 100,000 or unlimited unique customers within a rolling 24-hour period.

The current limit shown in WhatsApp Manager is the authoritative limit for your business.

Meta may automatically increase a business's messaging limit when it uses a significant portion of its current limit, maintains good message quality and follows WhatsApp policies.

Business verification, valid customer consent, approved templates and low blocking or reporting rates can help establish eligibility. WebWMS2U cannot manually override a messaging limit imposed by Meta.

The customer service window begins when a customer sends a message to your WhatsApp number and remains open for 24 hours from the customer’s most recent message. Each new message received from the customer restarts the 24-hour window.

During this window, the business may send normal free-form replies through the WhatsApp Cloud API without using an approved message template. From 1 October 2026, however, Meta will charge for each delivered service message, even when it is sent within the 24-hour customer service window.

After the 24-hour window closes, free-form replies are no longer permitted. To contact the customer through the Cloud API, the business must use an approved WhatsApp message template, and Meta’s applicable message-category charges will apply.

These Meta charges apply to messages sent through the WhatsApp Business Platform or Cloud API. Ordinary messages sent manually through the WhatsApp Business App are not subject to these API messaging charges.

Yes. An approved template is generally required for an API-initiated message sent outside the 24-hour customer service window.

Coexistence does not remove Meta's template requirements. Templates must be submitted to Meta and approved before they can be used. Meta determines whether a template is classified as Marketing, Utility or Authentication.

Until 30 September 2026, normal free-form API replies sent within an open 24-hour customer service window are generally not charged by Meta. Utility templates sent within this window may also be free. Marketing and authentication templates remain chargeable when delivered.

From 1 October 2026, Meta will charge for each delivered free-form service message and utility message sent through the WhatsApp Cloud API, even within the 24-hour customer service window. An approved template is still not required for free-form replies while the window remains open.

After the 24-hour window closes, an approved WhatsApp message template is required to contact the customer. Meta’s applicable message-category charges and WebWMS2U credit usage are separate, so WebWMS2U credits may still be deducted regardless of whether Meta charges for the message.

Meta uses per-message pricing for delivered template messages. The applicable price depends on the recipient country and whether Meta classifies the template as Marketing, Utility or Authentication.

Free-form replies inside an open customer service window are generally free of Meta message charges. Refer to Meta's current rate card because categories and rates can change.

No. Coexistence is an official Meta connection method, but the number must still comply with WhatsApp's Business Messaging Policy, Commerce Policy and customer consent requirements.

High block or report rates, unsolicited messages, misleading content or other policy violations can reduce message quality, restrict messaging or cause the account to be disabled.

Yes. Businesses should obtain clear consent before sending business-initiated WhatsApp messages, particularly marketing messages.

The consent process should explain that the customer agrees to receive WhatsApp messages and should identify the business or type of communication. Customers should also be provided with a reasonable way to opt out.

Blocks and reports can negatively affect the quality rating of your telephone number and message templates.

If message quality becomes poor, Meta may pause templates, reduce messaging capacity, restrict the number or disable the WhatsApp Business Account. Businesses should only contact customers who have provided consent and should promptly respect opt-out requests.

Meta's applicable WhatsApp message charges are normally billed through the payment method attached to your WhatsApp Business Account or Meta Business Portfolio.

WebWMS2U subscription fees and message credits are billed separately by WebWMS2U. Ensure that your Meta payment method remains valid to prevent chargeable template messages from being interrupted.

If Meta cannot successfully charge the payment method associated with your WhatsApp Business Account, chargeable template messaging may be restricted or stopped.

You should check the billing and payment settings in WhatsApp Manager. Updating your WebWMS2U subscription does not resolve a payment problem within your Meta account.

Marketing: Used to promote products, services, offers or customer engagement. Examples include promotions, special offers, product announcements and follow-up campaigns. An approved template is required.

Utility: Used for information related to a transaction or service requested by the customer. Examples include order confirmations, payment updates, receipts, appointment reminders and delivery notifications. An approved template is required when sent outside the 24-hour customer service window.

Authentication: Used to verify a customer's identity or provide access to an account. Examples include one-time passwords, login verification codes and account recovery codes. An approved template is required.

Service: Free-form replies sent in response to a customer during an open 24-hour customer service window. Examples include customer-support replies and answers to enquiries. Service messages do not require an approved template.

Meta determines the final category of every submitted template. The assigned category can affect the Meta fee charged when the message is delivered.

From 1 October 2026, delivered service messages sent through the WhatsApp Cloud API will also be chargeable, even when sent within the 24-hour customer service window.

For the latest information, refer to Meta's official WhatsApp template categorisation guide and WhatsApp Business Platform pricing page.