Skip to main content
Who can use this?
  • Gallabox users with channel management permissions.
  • Roles: Owners and Admins
  • Plans: Available on all Gallabox plans.

​
Troubleshooting

Meta decides eligibility partly from how actively the number is used on the WhatsApp Business App, and from its messaging quality history. Numbers that are brand new, barely used, or previously disabled are commonly rejected.Use the number normally on the app for a while and retry, use a different number, or connect through the standard Cloud API flow instead.
Your number is still connected to another provider. You cannot switch partners from inside the Coexistence flow.On your phone, go to Settings → Account → Business Platform, select the connected platform, and tap Disconnect. Wait 15 minutes, then start the Gallabox flow again.
Same fix as above — disconnect the existing business platform from the WhatsApp Business App and wait 15 minutes before retrying. Retrying sooner will fail again.
If you worked with another provider in the past and still share their credit line, Meta may block the switch. Contact Gallabox support — this has to be resolved on Meta’s side and support will raise it for you.
The number is linked to a different Meta business portfolio, or to a Facebook Page. Either select the business that owns the number, or unlink it: go to Meta Business Suite → Settings → Accounts → WhatsApp Accounts → Remove Account, or remove the linked Page under Settings → Accounts → Pages.
Coexistence needs version 2.24.17 or higher. Update from the App Store or Play Store and restart the flow.
WhatsApp Business accounts enrolled in Meta’s marketing messages product cannot use Coexistence. Select a different WhatsApp Business account, or contact support.
This is expected in a few cases and usually isn’t a fault:
  • A customer messages you for the first time, especially from a click-to-WhatsApp ad. It normally clears within a few seconds.
  • The customer is using an unsupported companion device, such as WhatsApp for Windows.
  • The message type isn’t supported on the Cloud API.
Open the WhatsApp Business App to read the message. There is no workaround — this is enforced by Meta.
Check which app was used. WhatsApp for Windows and WearOS are not supported and their messages never reach Gallabox. Use WhatsApp Web in a browser instead.If it was a supported device, confirm Gallabox is still listed under Settings → Account → Business Platform on your phone, then contact support.
If the customer’s message arrived just before onboarding completed, no 24-hour window was opened for that conversation. Send a template message instead. Once the customer replies, you can send free-form messages as normal.

​
FAQs

No. If you approved history sharing during onboarding, chats from the 180 days before onboarding are synced into Gallabox. Older chats are not synced, but they stay in the WhatsApp Business App on your phone. If you did not approve history sharing, no chats are imported and nothing is deleted.
Only media from the 14 days before onboarding is imported. Older media messages appear as a placeholder in the conversation — the message is there, but the file isn’t. The original files remain in the WhatsApp Business App on your phone.
Yes. The WhatsApp Business App continues to work normally for 1:1 conversations. You can reply from the app or from Gallabox — both are synced, and replies from the app appear in your team’s shared inbox.
Replies sent from the WhatsApp Business App appear in Gallabox and are treated like any other outgoing message, so your automation runs as normal. They do not open or extend the WhatsApp 24-hour customer service window, and Meta does not charge for them.
Yes. Messages you edit or delete in the WhatsApp Business App are mirrored to Gallabox.
No. Group chats remain only in the WhatsApp Business App and are never synced to Gallabox, during history import or afterwards.
No. Voice and video calls keep working normally in the WhatsApp Business App, but calling is not available on Coexistence numbers from Gallabox.
No. It continues to work alongside Gallabox. You have both — the app on your phone and the shared inbox in Gallabox.
Messages sent from the WhatsApp Business App are free. Messages sent through Gallabox follow WhatsApp Cloud API per-message pricing. See message credits for rates.
Coexistence numbers are capped by Meta at 20 messages per second, and the cap cannot be raised. Broadcasts still send in full, they just take longer to clear the queue. If you need higher throughput, use a Cloud API number instead.
Disconnect the existing provider from Settings → Account → Business Platform in the WhatsApp Business App, wait 15 minutes, then start the Gallabox flow. If you shared a credit line with that provider, Gallabox support will help resolve it during the eligibility check.
Meta automatically unlinks companion devices (WhatsApp Web, tablet, and so on) during onboarding and offboarding, for security and compatibility. Re-link them after setup is complete. WhatsApp for Windows and WearOS cannot be used with a Coexistence number at all.
Re-register your number on the new device as usual. During registration, leave the pre-checked opt-in for connected business platforms checked, and Gallabox reconnects automatically within a few minutes. You will need to re-link WhatsApp Web and other companion devices yourself.