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Coexistence lets you use the WhatsApp Business App and Kapso at the same time. It is convenient, but less stable than a dedicated Cloud API connection. Use this page if:
  • your existing WhatsApp Business App number does not connect correctly
  • your WABA does not appear in Meta embedded signup
  • the number was previously connected to another provider
  • you chose or are considering the Use a display name with a virtual number instead option (formerly Display name only) in Meta’s flow
  • you see a Meta error code such as 2655093, 3441038, 3441062, 3441061, 2494064, 3441034, 3441060 or 3441045
  • Meta says the phone number is not eligible and needs more WhatsApp Business App activity

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Before you start

Coexistence does not remove or bypass:
  • display-name approval requirements
  • business verification requirements
  • payment-method restrictions
  • template restrictions
If you need maximum stability for production, use Connect WhatsApp and choose the dedicated / Cloud API path instead.

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Standard coexistence setup

  1. Go to Connected numbers → Connect new number in Kapso.
  2. Choose WhatsApp Business App and open Meta embedded signup.
  3. Log in with the Facebook account that administers your Business Portfolio.
  4. Follow the Business App connection flow and complete app pairing when prompted.
  5. Finish the Meta flow and return to Kapso.
Meta’s current flow asks for the number first, shows the WhatsApp Business App profile linked to it, and then asks you to scan a QR code from the WhatsApp Business App. Some accounts may still see an older version that offers Connect a WhatsApp Business App before asking for the number. Entering your number first is normal; the screens do not always appear in the same order.

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Connection issues

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Number is already linked to another account or provider

Use these steps when you want to keep using WhatsApp Business App and Meta says the number or WhatsApp Business Account (WABA) is already connected, occupied, or shared with another partner. If the number is currently a dedicated Cloud API connection, contact support to plan the change to coexistence first. Do not remove a working connection as routine troubleshooting.
  1. If you used another provider, ask it to disconnect the number and revoke its credit-line allocation for this WABA, and to confirm when it is done. A provider saying “disconnected” or disappearing from Partners does not confirm that its credit line was revoked.
  2. Open Meta WhatsApp account settings, select the correct Business Portfolio, and select the affected WABA. If it is visible, open Summary → Payment method. If it shows Credit line, note the provider name. If it shows Kapso, contact Kapso Support so we can review and revoke our allocation. Tell us if the number is still active in another Kapso project.
  3. In the phone, check WhatsApp Business App → Settings → Account → Business platform. If a provider connection is still listed, disconnect it. If you only see Connect, there is nothing to disconnect there.
  4. Log in to Meta’s flow with the Facebook account that owns the Business Portfolio, or with an admin who has the WABA and phone number assigned to their user in Business Settings → Users → Assign assets. Full control of the portfolio does not automatically assign every asset.
  5. Wait about 10 minutes after the last change, then reconnect once through Kapso’s WhatsApp Business App flow.
Do not remove the WhatsApp account (WABA) from your Business Portfolio as a routine fix. For WhatsApp Business App numbers, Meta has confirmed that removing the WABA does not release the number. It can leave the number linked to an account you can no longer manage, cause error 3441038 on the next attempt, and bring back 2655093 if you add the WABA again. Contact Kapso Support before removing it.Also do not use Settings → Account → Delete account in the phone app to recover coexistence.
If you have never used another provider, start with steps 2 and 4: a different Facebook account or a missing asset assignment is a common cause. If the same error remains after these steps and one reconnect, contact Kapso Support. We can escalate the case to Meta. Do not repeat cleanup or wait 72 hours.

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Existing WABA does not appear in embedded signup

This usually means one of these:
  • you selected the wrong Business Portfolio in Meta
  • the WABA is still controlled by another partner
  • the number is still tied to an older WABA or app assignment
Confirm the Facebook account, admin access, and Business Portfolio. For a stale association, follow the recovery steps above, including the payment-method check. A coexistence reconnect creates a new WABA through the Business App flow; selecting the old WABA is not required, and you do not need to remove it.

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Meta shows the wrong onboarding option

During onboarding, choose the path for connecting the WhatsApp Business App through Kapso. Choosing the wrong option can leave the number attached to the wrong app or with missing webhook subscriptions. Do not choose Use a display name with a virtual number instead (formerly Display name only). That Meta option can create a WhatsApp profile with a generic, limited Meta-managed number instead of pairing the WhatsApp Business App number you already use. These numbers can stop working after about 5 messages and require display-name approval before you can keep using them. If Meta actually asks you to receive or enter an SMS or voice verification code instead of Business App pairing, stop and send Kapso Support screenshots or a recording of the full flow. Include the option selected in Kapso and what Meta showed next. Number entry alone is not SMS verification, and the newer flow may not show an explicit Business App selector first. If you already completed setup with Display name only, contact support to identify that unintended profile before disconnecting it and reconnecting your Business App number.

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Phone number is not eligible or needs more app activity

Meta can block the phone-number step with a message that the number is not eligible to connect to the WhatsApp Business Platform, or that more activity in the WhatsApp Business App is needed to determine eligibility. Make sure the number is active in WhatsApp Business App, not personal WhatsApp, and that the app is updated. Follow any activity requirements Meta displays. There is no guaranteed wait period or account reset that makes a number eligible. Do not delete and recreate the Business App account to bypass eligibility. If Meta shows error 3441045, the number is not eligible for coexistence right now and Meta does not share the reason. You can connect it as a dedicated number instead (without using the Business App at the same time), or try again later after more normal activity in the app. Contacting support doesn’t change Meta’s decision.

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Error 3441062

Meta says the number is not associated with the business you selected. Check all three, then retry once:
  1. You selected the Business Portfolio that holds the number.
  2. Your Facebook user is an admin with the WABA and phone number assigned to it.
  3. No previous provider’s credit line remains on the WABA (see the recovery steps).
Older Meta flows showed the same message as 3441041.

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Error 2655093

This error indicates that the WABA is already shared with another partner and this flow cannot switch partners. It does not prove a credit line remains attached. Use the coexistence recovery steps. The most common fix is getting the previous provider to revoke its credit line. A provider saying “disconnected” or disappearing from Partners is not sufficient proof of credit-line revocation. Do not remove the WABA from the portfolio as a first step.

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Error 3441038

Meta says you do not have permission to view the asset. This usually means the Facebook account used in the flow is not the portfolio owner, or the WABA or phone number is not assigned to that user, even if it has full control of the portfolio.
  1. Retry with the Facebook account that owns the Business Portfolio, or assign the WABA and phone number to your user in Business Settings → Users → Assign assets.
  2. If it still fails, wait 1–2 hours and retry once. This error has cleared on its own in some cases.
  3. If you recently removed the WABA from the portfolio, do not add it back without talking to Kapso Support first. Contact support with the details below.

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Error 3441061

The number is linked to Meta’s automatic events (automatic labels). Turn them off, wait a few minutes, and retry:
  • In Meta Business Suite → Inbox → settings, turn off or disconnect Automatic events.
  • In the WhatsApp Business App, go to Tools → Labels and turn off automatic labels.

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Error 2655121

The Facebook Page linked to the WhatsApp Business App and the number are in different Business Portfolios, or Meta restricted the account. Move the Page and the number into the same Business Portfolio and retry. If Meta shows a restriction, see WhatsApp account restrictions.

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Error 2655122

The number is already connected to the WhatsApp API (dedicated / Cloud API), so it can’t also be paired with the WhatsApp Business App. Keep it as a dedicated number, or contact support to plan a switch to coexistence. Don’t remove WABAs to fix this.

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Error 2494064

Meta can show this when the number is already added to another business.
  1. In Meta Business Suite, open your Business Portfolio’s WhatsApp accounts and use Link a WhatsApp Business account for this number.
  2. If Meta says the number is already added to a different Facebook Business, an admin of that business has to give you access or release it. Recover admin access to that business; Kapso and Meta support can’t move it for you.
  3. Otherwise, retry once signed in with the Facebook account that owns your Business Portfolio.
  4. If it still fails, stop retrying and contact Kapso Support with a screen recording of the attempt and the details listed in When to contact support. We’ll open a Meta case for this number.

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Error 3441060

Turn off Automatic Events in the WhatsApp Business App (Tools → Labels, turn off automatic labels) and disconnect any Business AI agent linked to the number. Wait a few minutes and retry once. If it still fails, contact Kapso Support with a screen recording.

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Error 3441034

Move the WhatsApp Business Account to a Business Portfolio where your Facebook user has full access, then retry once. If it still fails, contact Kapso Support with a screen recording.

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Error 2388091

Meta has to review this on their side. Retrying the same number doesn’t change the result. Stop retrying and contact Kapso Support with a screen recording; we’ll open a Meta case for this number.

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”Selected business CoEx gate evaluation is missing”

This is a Meta-side error. Retry once. If it appears again, contact Kapso Support with a screen recording; we add it to our open case with Meta.

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Switching to dedicated Cloud API

If you deliberately want to stop using WhatsApp Business App on this number, contact support to plan a dedicated / Bring Your Own SIM cutover. This is a separate process that can require deleting the Business App account and backing up data before disconnecting the existing Kapso connection. Do not use it as a workaround for coexistence errors.

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Known limitations

These are known behaviors customers should expect:
  • occasional disconnects
  • some WhatsApp Web sync issues
  • some contact-name sync issues
  • some first inbound messages may not reach Kapso immediately
  • calling through Kapso is unavailable — you can still make and receive calls in WhatsApp Business App
  • the display name is managed in WhatsApp Business App, not in Kapso
If your use case needs stable automation, templates, webhooks, and production reliability, use the dedicated / Cloud API path instead.

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Restrictions still apply

If you connect a number in coexistence mode, Meta restrictions are still enforced. Examples:
  • display name still needs approval when Meta requires it
  • business verification may still be required
  • template sending can still be blocked by payment issues
Coexistence only changes the connection mode. It does not remove WABA-level restrictions.

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When to contact support

Contact support if:
  • you already completed the cleanup steps above
  • the correct WABA still does not appear
  • a Meta error persists after the steps for that error above
  • you suspect an old partner still controls the account but cannot remove it
To speed up support, include:
  • the phone number and intended connection type
  • phone_number_id, waba_id, and Business Portfolio ID if available
  • the previous provider and its confirmation of credit-line revocation, if applicable
  • screenshots of Summary → Payment method, the WABA association, and any failed removal
  • the full error text/code and a screen recording of the Meta flow (Meta needs one per number)
  • the Facebook account role you used, what you changed, when you waited and retried, and whether you removed the WABA
Missing IDs do not prevent you from contacting support.