Meta rejected our business verification
Open the Security Centre in Meta Business Suite and read the reason. Most rejections are a mismatch: the legal name, address or phone number in the portfolio is not exactly the same as on the documents.
Correct the details or upload a clearer official document that shows the legal name and the matching address or phone number, then resubmit. Do not upload the same document again unchanged.
Our display name was rejected
The name probably does not clearly match your branding or uses generic words, capitals, symbols or emojis your brand does not use. Make it match your website and signage exactly, then send the new name to GoDesk to submit again. GoDesk can also ask Meta for a review if you think the decision is wrong.
My number is already on WhatsApp, or the code never arrives
On the WhatsApp Business app: you can keep using the app on the same number while it is connected to GoDesk. Update the app and have the phone with you during the hand-over. Your contacts and up to six months of one to one chats can carry over, but group chats do not. On the personal WhatsApp app: Meta requires you to delete the account first, or move it to the WhatsApp Business app on the same phone and keep using that.
With another WhatsApp provider: ask them to turn off two-step verification on the number, or to give you the PIN so it can be turned off. Your business portfolio must be verified. Meta keeps your display name, quality rating and approved templates when the number moves.
If the code does not arrive when GoDesk registers the number, check the phone is on, has signal and can receive SMS from international senders. GoDesk can request it again or switch to a voice call. For an office line, make sure the call is not lost in a phone menu.
Our template was rejected
Ask GoDesk for the reason Meta gave. Usual fixes: move variables away from the start and end, add realistic example values, choose the right category, and remove promotional wording from a utility template. Then submit it again under a new name.
Customers are not receiving our messages
First check whether the customer messaged in the last 24 hours. If not, only an approved template can be sent. Check the number is correct, with the country code.
For a campaign, check the template is approved and you have not reached your messaging limit. Meta may also hold back marketing messages to people who receive many of them. If many messages fail, pause sending and contact support.
Our quality rating dropped
Customers have been blocking or reporting your messages. Stop the campaign that caused it, send only to people who opted in, make messages more relevant and less frequent, and make it easy to opt out. Quality usually recovers over several days of good sending.
How do we get the blue tick?
Meta grants an Official Business Account, shown by a blue tick, to notable, well-known brands. You need a verified business portfolio, an approved display name, two-step verification on the number and some time on the platform. GoDesk can submit the request for you, and Meta decides. Many genuine businesses are not approved, and that does not affect your ability to message customers.
Meta Verified for business is a separate paid subscription with its own badge, offered in some countries. Check Meta’s current pages for whether it is available to you.
Need help?
If you are a GoDesk customer and get stuck at any step, email help@godesk.co.ke. Tell us your workspace name, the business number and what you see on screen. Never send passwords, verification codes or your two-step PIN by email.
New to GoDesk and planning WhatsApp for your business? Email hello@godesk.co.ke and we will talk you through the journey before you start.
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