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What Meta needs from you before Sonar can send

WhatsApp belongs to Meta, and Meta has admin of its own. Some of it only you can do, in your own Meta business. Here's each step, where to find it, and what happens if it's skipped.

Checked 11 November 2026. Do these as soon as you connect your number, not on the day of your first big send. The links open Meta's own pages; if you have more than one business, check Meta has the right one picked at the top left.

Does Meta need a card before we can send?

Yes. Meta charges for WhatsApp messages itself, so your WhatsApp account needs a payment method. Sonar's plan is paid separately.

Where: open Meta's payment methods (in WhatsApp Manager it's Payment settings), then Add payment method. You can also get there from Meta Business Suite: Billing & payments, WhatsApp Business accounts, then your account.

If you skip it: Meta blocks templates and broadcasts (error 141006), and stops delivering your messages, replies included (error 131042). Sonar shows a red notice on your dashboard until a card is on.

What business details does Meta want?

Your business's legal name, its country and its website, exactly as they appear on your company documents.

Where: open Business info in Meta Business Suite (Settings, then Business info).

If you skip it: Meta can refuse changes and sends with error 131000, which only says "Something went wrong". Business verification also uses these details, so fill them in first.

Do we need Meta business verification?

Not to start. An unverified business can send within Meta's starting limits: up to 2 numbers, up to 250 templates per WhatsApp account, and messages to up to 250 different people a day who haven't messaged you first.

What it unlocks: higher messaging limits, more numbers and templates, quicker template reviews, the display name review and, later, the blue tick.

Where: Meta Business Suite: open Settings, then Security Center, then Start verification. Meta explains it in its own help page.

What you need: your company registration (your CIPC certificate) and proof of address, like a utility bill or bank statement with the same name and address. A sole trader can usually use a bank statement or utility bill in the business name. Your website should show the same name. Meta then checks it's you by email, phone or a code on your website.

How long: usually a few working days.

If you skip it: you stay on the starting limits, and anything that needs a verified business is refused with error 141010.

What is the display name review?

The display name is the business name customers see on WhatsApp in place of your number. Meta reviews every one. The name must match your business, for example as it appears on your website, and your website should show the same name.

Where: in Sonar, press Change name on the number under WhatsApp numbers, or in WhatsApp Manager: open Phone numbers.

If it's pending or declined: customers who haven't saved your number see the number, not your name, and your messaging limit stays low until the name is approved.

A number on the WhatsApp Business app is different: Meta doesn't approve a name for it, and you change the name in the app.

How many numbers can we connect?

A new business portfolio can have 2 WhatsApp numbers. When the business is verified, or reaches the 2,000 a day messaging limit, Meta raises it to 20 by itself. Sonar's plan has its own number allowance as well.

If you're at the limit: Meta's window refuses a new number with error 2388386 ("delete an existing one or request additional numbers"). Only Meta can change it: verify your business (above), or delete a number you no longer use in WhatsApp Manager (open Phone numbers). For more than 20, ask Meta support.

Need it today? Create a new business portfolio in Meta's window for the new number. It needs its own payment method in Meta. Meta doesn't move a number to another portfolio later: to bring it across you delete it and connect it again, which Meta only allows 30 days after its last paid message. So use this for a number you're happy to keep there. See error 2388386 and moving a number.

How many people can we message a day?

A new business starts at 250 different people in a rolling 24 hours, shared by all its numbers. It counts only messages that start a conversation, like a broadcast. Replies to people who messaged you don't count.

How it rises: verifying your business, or reaching 2,000 different people with well-rated templates in 30 days, raises it to 2,000. Meta then raises it to 10,000, 100,000 and unlimited by itself as you keep sending messages people want. People blocking or reporting you can bring it down again.

Where to see it: on each number under WhatsApp numbers in Sonar.

When do we need a template?

For 24 hours after a customer messages you, you can reply with anything. To start a chat, or once those 24 hours are up, WhatsApp only allows an approved template. Meta reviews each one, usually within minutes and at most 24 hours.

Marketing templates are offers, news and invites. They need people who agreed to hear from you. Utility templates are updates about something the customer did or asked for, like an order or a booking. Meta charges each kind at its own rate (see pricing).

Sending updates from your till, store or booking app? See order and booking updates.

Do we need customers' permission?

For marketing, yes. South African law (POPIA) and WhatsApp's own rules both ask for it, and messages to people who didn't ask for them are a common reason Meta locks an account. See POPIA and WhatsApp marketing.

What if Meta locks or restricts our account?

Only Meta can lift it. Sonar can't, and we can't do it for you. Messages sent while it's in place fail, and Meta doesn't charge for messages that fail. Some lift by themselves within a day, others stay until you ask Meta to review them. Sonar emails your owners when it happens.

  1. Open WhatsApp Manager. Meta shows the restriction there, its reason and, if there is one, the date it ends. If you think it's a mistake, request a review there.
  2. Hold off sending, from Sonar and from the WhatsApp Business app, until it's lifted: the messages will only fail.
  3. Once it's lifted, open the broadcast in Sonar and press Re-send failed.

How do we get the official blue tick?

Meta's blue tick shows customers the number is the business's official one. You can ask for it once all of these are true:

  • the number has been on the WhatsApp Business Platform for at least 30 days
  • your business is verified
  • the display name is approved
  • two-step verification is on for the number (Sonar turns it on when it connects a number that isn't on the WhatsApp Business app)

Where: open Phone numbers in WhatsApp Manager, then your number. Meta decides, and can say no.

Need a hand?

Email support@whats-hub.co.za and tell us which step you're stuck on. We can't do Meta's steps for you, but we'll tell you what Meta is asking for.

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