Thanks everyone for your patience. The issue has been resolved fully and your WhatsApp/Instagram connections have resumed working.
You don’t need to do anything on your end. If you disconnected, you just have to re-connect your accounts.
Tommaso de Mottoni
•
Jun 1
As the issue has not yet been resolved, we are experiencing significant operational problems. In the meantime, API calls continue to consume tokens from our balance, even though the service is not working as expected.
Could you please provide a voucher or credit for additional free tokens to compensate for this?
Also, is there any workaround that would allow us at least to retrieve or access the images sent by customers?
The API issue is not limited to WhatsApp messages not being answered. A major problem is also that we are unable to view or process the images that customers send, which prevents us from handling their requests properly.
Ali Mahdi
Team•
Jun 2
Hi, we’re sincerely sorry for the inconvenience. Meta’s response to this issue has been very slow, which is delaying the resolution. We’re still waiting for them to review our connection and changes, but they still haven’t done it.
Regarding images, since our app is unable to send requests to Meta, the images cannot be downloaded. Anything that requires communicating with Meta, including media, are impacted until the issue is resolved.
Based on similar issues faced by other developers, we expect Meta to review our request by June 5 (hopefully).
Ali Mahdi
Team•
Jun 1
Update: We’re still waiting on Meta to resolve the issue. We believe it may take as long as June 5 for the issue to be fixed.
Apologies for the inconvenience caused.
Ali Mahdi
Team•
May 27
Sorry for the inconvenience caused. Our team is aware of this issue. A change was made in our integration with Meta that has impacted both Instagram and WhatsApp new connections. We're actively working with Meta to get this resolved and are currently waiting on their end to complete the process.
We'll notify you as soon as it's resolved.
Ciberseguridad GDL
•
May 27
Guys did you get an ETA from Meta o when can this issue be resolved? We have two customers very angry with us asking us when this can be sorted… it's been a couple of days already.
Ali Mahdi
Team•
May 27
Unfortunately we don't have an ETA from Meta yet. We completely understand your frustration, we're equally frustrated on our end. Meta's response times can be very slow and the resolution is entirely in their hands.
Please rest assured that we're following up with them and will notify you the moment it's resolved.
We're sorry for the inconvenience this is causing for you and your customers.
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Comments7
Ali Mahdi
Jun 6
Thanks everyone for your patience. The issue has been resolved fully and your WhatsApp/Instagram connections have resumed working.
You don’t need to do anything on your end. If you disconnected, you just have to re-connect your accounts.
Tommaso de Mottoni
Jun 1
As the issue has not yet been resolved, we are experiencing significant operational problems. In the meantime, API calls continue to consume tokens from our balance, even though the service is not working as expected.
Could you please provide a voucher or credit for additional free tokens to compensate for this?
Also, is there any workaround that would allow us at least to retrieve or access the images sent by customers?
The API issue is not limited to WhatsApp messages not being answered. A major problem is also that we are unable to view or process the images that customers send, which prevents us from handling their requests properly.
Ali Mahdi
Jun 2
Hi, we’re sincerely sorry for the inconvenience. Meta’s response to this issue has been very slow, which is delaying the resolution. We’re still waiting for them to review our connection and changes, but they still haven’t done it.
Regarding images, since our app is unable to send requests to Meta, the images cannot be downloaded. Anything that requires communicating with Meta, including media, are impacted until the issue is resolved.
Based on similar issues faced by other developers, we expect Meta to review our request by June 5 (hopefully).
Ali Mahdi
Jun 1
Update: We’re still waiting on Meta to resolve the issue. We believe it may take as long as June 5 for the issue to be fixed.
Apologies for the inconvenience caused.
Ali Mahdi
May 27
Sorry for the inconvenience caused. Our team is aware of this issue. A change was made in our integration with Meta that has impacted both Instagram and WhatsApp new connections. We're actively working with Meta to get this resolved and are currently waiting on their end to complete the process.
We'll notify you as soon as it's resolved.
Ciberseguridad GDL
May 27
Guys did you get an ETA from Meta o when can this issue be resolved? We have two customers very angry with us asking us when this can be sorted… it's been a couple of days already.
Ali Mahdi
May 27
Unfortunately we don't have an ETA from Meta yet. We completely understand your frustration, we're equally frustrated on our end. Meta's response times can be very slow and the resolution is entirely in their hands.
Please rest assured that we're following up with them and will notify you the moment it's resolved.
We're sorry for the inconvenience this is causing for you and your customers.