# Official WhatsApp - Payment issue

This detailed guide will help you understand and perform the setup correctly, ensuring that your company can continue to communicate efficiently with your customers via WhatsApp.

### Issue with support sessions

If your support sessions are appearing as shown below, it means there is a payment problem with the official WhatsApp; because of this Meta blocks communication with any integration:

<figure><img src="/files/ee5b02bbb8863cb96dbfd66196bd871fbddde579" alt=""><figcaption></figcaption></figure>

Clicking on the icon should show the following error:

***`402`****&#x20;****- Business eligibility — Payment issue***

Which means:&#x20;

The message was not sent because one or more errors related to your payment method occurred.

The payment account is not linked to a WhatsApp account The credit line exceeded the limit Credit line (payment account) not set or active The WhatsApp business account was deleted The account was suspended by us Time zone not set Currency not set The MessagingFor (on behalf of (OBO)) request is pending or refused The free conversation tier limit was exceeded without a valid payment method. (This type of error will be thrown on February 1, 2022). Check your payment setup in the WhatsApp Manager and try again.

{% embed url="<https://developers.facebook.com/docs/whatsapp/on-premises/errors/>" %}

### 💳 How to add a credit card to the WhatsApp API (WABA) account

To use the **Meta Cloud API**, send **WhatsApp templates** and keep your **WABA active**, it is necessary to have a **registered payment method** on Meta.\
This card is added **inside Business Manager** — not on WhatsApp.

Below is the complete step-by-step:

***

### ✅ 1. Access Meta Business Manager

Log into your business account:

👉 <https://business.facebook.com/>

Make sure you are using the **same Business Manager** where your WABA is configured.

***

### ✅ 2. Go to Payment Settings

In the side menu:

**Business Settings → Accounts → WhatsApp Accounts**

1. Click on **your WhatsApp account**
2. In the right corner, click on **Payment Settings**\
   (Or **Payment Settings / Payments**, depending on the language)

If you prefer another path:

**Business Settings → Billing / Payments**\
Your WABA also appears there.

***

### ✅ 3. Select the payment method

1. Click **Add payment method**
2. Choose **Credit or debit card**
3. Enter the details:
   * Card number
   * Expiration date
   * CVV
   * Cardholder name
   * Billing address
4. Click **Save**

<figure><img src="/files/1d5e5220bbd8a32ab4cb2156c12cd852b8afd78d" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/c399b63636622ceca86bb01fc69553e391daeb86" alt=""><figcaption></figcaption></figure>

### ⚠️ Important information

#### ✔ The card must have:

* International usage enabled
* Available limit in dollars
* Permission for online purchases (e-commerce)

Meta charges in **USD**, even if you are in Brazil.

***

### 💡 Where exactly does this appear in BM?

Depending on your Business Manager version, names may vary. Possible locations are:

#### **Location 1 — Payments (most common)**

**Business Settings → Payments**

> Here the WABA and ads tab appears.

#### **Location 2 — Billing**

**Business Settings → Billing**

#### **Location 3 — In the WABA itself**

**Business Settings → Accounts → WhatsApp Accounts → Payment settings**

***

### ❓ If the “Add payment” button does not appear

This can happen if:

#### ✔ Your business is not verified

Check in:**Business Settings → Security Center → Business verification**

#### ✔ You do not have permission to manage payments

Ask someone to add the following for you:

**Permission: Finance editor**

#### ✔ The WABA is linked to another Business Manager

The integration may be in another BM (very common).\
To check:

**Business Settings → Accounts → WhatsApp Accounts → Owner**

***

### 🎯 Quick summary

1. Access the Business Manager
2. Go to **Payments** or **WhatsApp Accounts → Payment settings**
3. Click **Add payment method**
4. Enter the card
5. Save

***

### 🔍 Payment Verification

After adding the credit card to your WABA account, it is important to confirm whether the payment method is working correctly. To do this, follow the steps below:

1. **Send a test message using the WhatsApp API**
   * Use your already configured integration
   * Send a **message template (HSM)** to any authorized number.
2. **Check whether the message was sent successfully**
   * If you are using SprintHub, you can check the log inside SAC360 or the integration logs.
   * With the provider, check the message status records.
3. **If the message is not sent:**
   * Review the **payment settings** in Business Manager.
   * Confirm whether the card has **active**, **available limit** and **enabled for international purchases**.
   * Check whether your business is **verified**, as this can block paid messages.
   * Make sure the card is selected as the **default payment method** for the WABA.

After confirmation, your account will be ready for continuous API use and template sending.


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