Support – WaDesk SaaS Docs

Need Support?

If you need help or have questions about WaDesk, we are happy to assist. The fastest way to reach us is through the CodeCanyon item page or by email.

Support Email: sudhirchechani@gmail.com

CodeCanyon Comments & Profile: Post on the WaDesk item's Comments tab, or use the Contact form on the Media City author profile for license-specific questions.
Email: For private matters (purchase code, admin logins, logs), email us directly at sudhirchechani@gmail.com.

Support Hours

Our support team is available during the following hours:

Monday – Friday: 10:30 AM – 6:00 PM (GMT+5:30, Indian Standard Time)
Saturday & Sunday: Closed
Public Holidays (India): Closed

We aim to respond within 24–48 business hours. After weekends or during peak periods, replies may take a little longer.

Item Support Policy

When you purchase WaDesk from CodeCanyon (Envato Market), your purchase includes 6 months of item support from the author. You can extend support to 12 months during or after purchase.

Item support is provided in line with the Envato Item Support Policy.

What Is Included in Support

Answering questions about how to use WaDesk and its features
Answering technical questions about functionality and compatibility
Help with confirmed defects (bug reports and fixes)
Help with the bundled third-party libraries (e.g. the Node bridge integration)
Assistance with installation and initial configuration issues
Guidance on server requirements and environment setup
Providing available updates and documentation improvements

What Is NOT Included in Support

Customization or modification beyond WaDesk's original functionality
Hands-on installation or server setup (documentation is provided, but we do not log in and install for you)
Hosting, server, DNS, or domain-related issues
Third-party software, plugins, or services not bundled with WaDesk
Issues caused by editing the source code or modifying core files
Anything Meta decides — bans, template rejections, verification, policy and API changes. See the box below.
Marketing, deliverability, or business strategy guidance
Support for outdated versions when a newer release is available
Phone, video-call, or screen-sharing sessions
Unofficial API engine issues — the Unofficial API is provided for testing / evaluation only; it is not recommended for production use, and problems specific to it are not covered by support.

Unofficial API — not supported. Issues related to the Unofficial API engine are not covered by support. The Unofficial API is provided for testing purposes only — we do not recommend it for production or business use. For supported, lower-risk operation, use the official WhatsApp Cloud API or Twilio engines.

Meta-side issues are not covered by support.

WaDesk talks to WhatsApp, Instagram and Facebook through Meta’s own APIs. Where Meta makes the decision, we cannot change it — and it falls outside item support:

WhatsApp number bans, blocks or restrictions; messaging-limit tiers and quality-rating drops.
Template rejections, or a template left pending in review.
Business verification, WABA approval, display-name review, or a disabled Business Manager / ad account.
Meta policy changes, API version deprecations, rate limits, and Graph API outages.
Instagram or Facebook account, page, or permission problems.
Ad account billing, ad rejections, or ad delivery decisions.

What we do instead: send us the exact error and we will tell you which side it is on. If the script is at fault, we fix it — that is always covered. If Meta returned the error, we will point you to the specific setting or the Meta support route, but only Meta can reverse a Meta decision.

About WhatsApp bans: The Unofficial API engine connects an unofficial client and carries inherent risk. WaDesk includes template linting and pacing controls to reduce that risk, but account bans imposed by WhatsApp are outside the scope of item support.

How to Get Quick Support

To help us resolve your issue as fast as possible, include the following in your first message:

Your Envato purchase code — verifies your license so we can assist you.
A clear description of the issue — what you expected vs. what actually happened.
Steps to reproduce — how we can trigger the same issue on our end.
Which WhatsApp engine the affected workspace uses (Unofficial API, Cloud API, or Twilio).
Screenshots or a screen recording — visual evidence speeds things up.
Error logs — the relevant lines from storage/logs/laravel.log, and the Node bridge log if the issue involves the Unofficial API.
Environment details — PHP version, server type (shared hosting / VPS), database (MySQL / MariaDB), Node.js version, and your WaDesk version.

Tip: Providing complete information up front avoids back-and-forth and significantly speeds up resolution.

Reporting Bugs

We take bugs seriously and aim to fix them in the next available update. If you find one:

Email sudhirchechani@gmail.com with the details listed above.
Put “Bug Report” in the subject line.
If possible, provide a temporary admin login so we can investigate directly.

Confirmed bugs are prioritized and included in the next patch or release, and you will be notified when the fix ships. See the Change Log for what has already been addressed.

Paid Services

For work beyond standard item support, we offer paid services on a case-by-case basis, including:

Custom feature development
Server setup, deployment, and Node bridge configuration
Performance tuning and troubleshooting
Migration from another WhatsApp platform
Custom integrations with third-party services

Contact us at sudhirchechani@gmail.com with your requirements for a quote.

Before You Contact Us

Many questions are already answered in this documentation. Before opening a ticket, it is worth a quick check:

Use the search box (Ctrl K) at the top of any page.
Review the Troubleshooting guide for common install and runtime issues.
Confirm you are on the latest version — see the Update Process.

WhatsApp Cloud API — Error Code Reference

When a send fails on an official WhatsApp number, Meta returns a numeric error code. WaDesk surfaces Meta’s own message, but the code is what tells you whether the problem is yours, the recipient’s, or Meta’s. The tables below cover the codes you will actually meet, grouped the way Meta groups them.

Where to see the code. Campaign and broadcast rows show the failure reason inline. For a single message, open the thread in the Team Inbox and hover the failed bubble. Server-side, every Meta error is written to storage/logs/laravel-*.log with the full error_data.details payload — that detail line is usually more specific than the headline message.

Authentication & Permission (0–10, 190, 200s)

Code	Meaning	What to do
`0`	AuthException — cannot authenticate the app user.	The access token is wrong or the app is misconfigured. Re-generate a permanent token and re-save it.
`3`	API method unavailable to this app.	The app lacks `whatsapp_business_messaging`. Add the permission and re-submit if required.
`10`	Permission denied.	The token’s user is not an admin of the WABA, or the number is not assigned to the app.
`190`	Access token expired, revoked, or invalid.	The single most common auth failure. Issue a new System User permanent token — short-lived tokens expire in ~24 hours.
`200`–`299`	Permission errors.	The app is missing a required permission for this call. Check the app’s permissions and the System User’s WABA role.
`368`	Temporarily blocked for policy violations.	Your account tripped Meta’s policy checks. Review quality in WhatsApp Manager; wait out the block.
`506`	Duplicate post.	The same content was posted twice too quickly. Deduplicate before retrying.

Rate Limiting & Throughput (4, 80007, 130429, 131048, 131056)

Code	Meaning	What to do
`4`	Application request limit reached.	App-level throttle across all your numbers. Slow down; WaDesk paces campaigns but external tools sharing the app also count.
`80007`	Rate limit issues — WABA has reached its rate limit.	Back off and retry later. Raising your messaging tier increases this ceiling.
`130429`	Cloud API message throughput has been reached.	You are sending faster than your number is allowed. Reduce campaign speed; the send is retried automatically.
`131048`	Spam rate limit hit.	Meta restricted the number because quality dropped. Fix template quality and message relevance — this does not clear by retrying.
`131056`	Too many messages sent to this recipient in a short period (pair rate limit).	Stop messaging that one contact for a while. Usually a loop in a flow or duplicate campaign rows.
`133016`	Rate limit exceeded on registration/deregistration attempts.	Wait before retrying number registration.

Account & Number Integrity (130xxx, 133xxx)

Code	Meaning	What to do
`130472`	User’s number is part of an experiment.	Meta excluded this recipient from your marketing experiment group. Not an error you can fix; the message is simply not delivered.
`131000`	Something went wrong (generic internal error).	Meta-side. Retry; if persistent, capture the trace id and raise it with Meta.
`131005`	Access denied for this message.	The number is not permitted to message this recipient.
`131008`	Required parameter is missing.	A malformed payload — usually a template variable count mismatch. Re-check the template’s variable mapping.
`131009`	Parameter value is not valid.	A field failed Meta’s validation. The `details` line names the field.
`131016`	Service temporarily unavailable.	Meta-side outage. Retry with backoff.
`131021`	Recipient cannot be the sender.	You are messaging your own number. Remove it from the audience.
`131026`	Message undeliverable.	Very common. The recipient does not have WhatsApp, the number is wrong, or they never accepted the current WhatsApp Terms. Also fires when the recipient’s device has been offline far too long. Verify the number is a real WhatsApp user.
`131031`	Business account is restricted or disabled.	Meta restricted your WABA. Check Account Quality in WhatsApp Manager and appeal there.
`131037`	Display name not approved / business not verified.	Complete Business Verification and get the display name approved before sending.
`131042`	Business eligibility payment issue.	No valid payment method on the WABA, or billing failed. Add or fix the card in Meta Business Settings → Payment methods. Sending stays blocked until resolved.
`131045`	Incorrect certificate — number not registered.	Register the phone number on the Cloud API.
`131047`	Re-engagement message. More than 24 hours have passed since the customer last replied.	The single most common flow/auto-reply failure. Outside the 24-hour window you may only send an approved template. Free-form text and interactive messages are rejected.
`131049`	Meta chose not to deliver to maintain healthy ecosystem engagement.	A per-user marketing cap. The message was accepted but deliberately not delivered. Reduce marketing frequency and improve relevance — retrying does not help.
`131050`	User stopped marketing messages.	The recipient opted out of marketing from your business. Respect it and exclude them; utility and service messages may still work.
`131051`	Unsupported message type.	The message type is not supported on Cloud API for that recipient/context.
`131052`	Media download error.	Meta could not fetch your media URL. It must be public HTTPS, reachable, and the correct MIME type.
`131053`	Media upload error.	The file failed Meta’s checks — wrong format, too large, or corrupt. See the size and format limits below.
`131057`	Account in maintenance mode.	Meta is working on the account. Wait and retry.
`133000`	Deregistration failed.	Retry deregistration.
`133004`	Server temporarily unavailable.	Meta-side. Retry.
`133005`	Two-step verification PIN mismatch.	The PIN you supplied does not match the one on the number. Reset it in WhatsApp Manager.
`133006`	Phone number needs to be verified before registering.	Complete phone verification first.
`133008`	Too many two-step PIN guesses.	Wait out the lockout before trying again.
`133009`	Two-step PIN guessed too quickly.	Wait and retry more slowly.
`133010`	Phone number not registered on the Cloud API.	Common after migrating a number. Register it — WaDesk offers a one-click Register on Cloud API action on the device row.
`133015`	Phone number is being deregistered.	Wait for the operation to finish.

Templates (132xxx)

Code	Meaning	What to do
`132000`	Number of parameters does not match the expected number.	The most frequent template error. The variables you sent do not match the approved body/header. Re-sync templates and re-check the variable map — a header variable counts too.
`132001`	Template does not exist in this language, or has not been approved.	Check the exact template name and language code (`en` and `en_US` are different templates). Re-sync from Meta.
`132005`	Translated text is too long.	A resolved variable pushed the message past the limit. Shorten the value.
`132007`	Template format character policy violated.	Usually newlines, tabs, or 4+ consecutive spaces inside a variable. Strip formatting from the value.
`132012`	Template parameter format mismatch.	A value does not match the format Meta expects — a media header sent without a valid media link, or a currency/date object built wrongly.
`132015`	Template is paused.	Quality dropped and Meta paused it. It resumes automatically, or edit and resubmit.
`132016`	Template is disabled permanently.	Repeated low quality. Create a new template; this one cannot be revived.
`132068`	Flow is blocked.	The WhatsApp Flow attached to the template is blocked. Fix it in Flow Manager.
`132069`	Flow is throttled.	Too many Flow sends. Slow down.
`135000`	Generic user error.	Meta rejected the payload without a specific reason. Compare your payload against the approved template exactly.

Feature-Specific — Calling, Flows, Groups, Ads (131215, 138xxx, 139xxx)

These only appear when you use the matching feature. WaDesk handles each of them explicitly, so the message you see in the app is usually already the plain-English version.

Code	Feature	Meaning & fix
`131215`	Groups	The number is not eligible for the WhatsApp Groups API — it must belong to an Official Business Account. Nothing in the Groups API works until it does; WaDesk probes once and explains rather than showing dead buttons.
`138009`	Calling	Call permission limit reached for this recipient. You have asked too often; wait before requesting again.
`138017`	Calling	Unable to send a call permission request — the business is not allowed to call this user (calling not enabled on the number, or the user has not consented).
`139000`	Flows	Blocked by Integrity (subcode `4233020`). Meta blocked the Flow on policy grounds. Review it in Flow Manager; retrying will not help.
`139002`	Flows	Missing Flows signed public key. Upload the endpoint’s public key before publishing a Flow that uses a data endpoint.
`200` + subcode `1359047`	Meta Ads	Your Meta app is missing `ads_management`. Re-authorize the app and request the permission through App Review.
subcode `1349174`	Webhooks	The token is missing `whatsapp_business_management`. Generate a System User token with that scope and paste it again — a token that can send messages is not automatically allowed to manage webhooks.

Always read error_subcode too. Several Meta codes are generic on their own — 200 and 139000 mean almost nothing until you look at the subcode, which is what actually names the problem.

Media Limits (behind 131052 / 131053)

Most media failures are a limit, not a bug. Meta’s caps:

Type	Max size	Accepted formats
Image	5 MB	JPEG, PNG
Video	16 MB	MP4, 3GPP (H.264 video + AAC audio, single audio stream)
Audio	16 MB	AAC, AMR, MP3, MP4 audio, OGG (OPUS only)
Document	100 MB	PDF, Office formats, plain text
Sticker	100 KB static / 500 KB animated	WebP

Media URLs must be public HTTPS. Meta fetches the file from your server — a link behind login, on plain HTTP, on a private IP, or with a self-signed certificate produces 131052 even though the file opens fine in your own browser.

Webhooks & Registration

Symptom	Cause & fix
Webhook verification fails	The verify token in Meta must match the one in WaDesk exactly, and the callback URL must be public HTTPS with a valid certificate. Meta will not call an IP address or a self-signed host.
Messages send but none arrive	The number is not subscribed to the `messages` webhook field, or another app claimed the callback. WaDesk’s Fix inbound action on the device row re-subscribes and re-points it.
Statuses never update	The `message_status` / `messages` field is not subscribed, so sent, delivered, read and failed never arrive and the message stays on its initial status.
“Not on Cloud API” badge	The number is still on the retired On-Premises API. Migrate it in WhatsApp Manager — it cannot send until you do.

How to read a Meta error

A Cloud API error looks like this:

{
  "error": {
    "message": "(#131047) Re-engagement message",
    "type": "OAuthException",
    "code": 131047,
    "error_data": {
      "messaging_product": "whatsapp",
      "details": "Message failed to send because more than 24 hours
                  have passed since the customer last replied."
    },
    "fbtrace_id": "A1bCdEfGhIjK"
  }
}

code — look it up in the tables above. This is the actionable part.
error_data.details — nearly always more specific than message. Read this first.
type — OAuthException points at token or permission problems; other types are usually payload problems.
fbtrace_id — include this if you escalate to Meta; they cannot investigate without it.

HTTP 200 does not mean delivered. Meta returns 200 with a wamid when it accepts a message. Delivery success or failure arrives later on the status webhook. A message can be accepted and then fail with 131049 or 131026 — which is why a send can look successful yet never reach the customer.

Meta maintains the authoritative list, and it changes: Cloud API Error Codes.

Fair Use & Trademark Notice

This project is not affiliated, associated, authorized, endorsed by, or in any way officially connected with WhatsApp or any of its subsidiaries or its affiliates. The official WhatsApp website can be found at whatsapp.com. "WhatsApp" as well as related names, marks, emblems, and images are registered trademarks of their respective owners.

The maintainers of the underlying open-source Unofficial API library do not in any way condone the use of this application in practices that violate the Terms of Service of WhatsApp. The maintainers of this application call upon the personal responsibility of its users to use this application in a fair way, as it is intended to be used.

Use at your own discretion. Do not spam people with this. We discourage any stalkerware, bulk, or automated messaging usage that recipients have not consented to.