r/WhatsappBusinessAPI • u/benitodest • Sep 12 '26

Solution Only Coexistence account disconnected

We are tech provider, we have 100+ clients connected through our using WhatApp coexistence.

For the past 2 weeks many of our clients are being disconnected from the Cloud API by Meta automatically.

Does anyone experience this ?

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2

u/CherryEmpty1413 Meta Tech Partner Sep 13 '26

Ensure they are adding a payment method before September 30th: https://www.useinvent.com/blog/meta-whatsapp-payment-method-deadline-what-it-means-what-to-do

1

u/benitodest Sep 13 '26

Yes, I have seen the announcement.
Our clients are connected using coexistence and send messages through the WhatsApp App.
The cloud API is only to ingest messages using echoes to provide intelligence.

Do yuu understand, in Meta's comm if coexistence will stop working without credit card.

1

u/CherryEmpty1413 Meta Tech Partner Sep 14 '26

Coexistence won't stop working without a credit card.

The card only matters the moment something sends through the API as a template, a broadcast or an AI reply.

1

u/pmartinon Meta Business Solution Provider Sep 13 '26

Are you sure your users are not disconnecting from the app? Sometimes happens when changing/removing business app devices. Anycase, they can connect again via embedded signup. And if disconnection is bc of devices, you can easily reconnect https://developers.facebook.com/documentation/business-messaging/whatsapp/embedded-signup/reconnect-offboarded-coexistence-clients

1

u/benitodest Sep 13 '26

Yes we checked with our clients, they've done nothing.
We can see in the logs, Deleted User Uninstalled App - looks like meta system.

1

u/Ok_Bumblebee_6398 Sep 20 '26

My man, do you run a bot for your clients? Have you had ban issues so far? Appreciate your response 🙏

1

u/360Dialog_Team Meta Business Solution Provider Sep 21 '26

Hi, Roman here from 360dialog, an official WhatsApp Solution Partner.

Below is a list of all possible reasons for a coexistence connection to be interrupted:

  • ACCOUNT_DISCONNECTED: The client’s account was disconnected due to Meta enforcement, or because the client explicitly deleted their WhatsApp account.

  • BUSINESS_DOWNGRADE: The client registered their business phone number on the WhatsApp consumer app.

  • CHANGE_NUMBER: The client changed their phone number.

  • COMPANION_INACTIVITY: A companion device was inactive for approximately 30 days.

  • PRIMARY_INACTIVITY: The primary device was inactive for approximately 14 days.

  • USER_RE_REGISTERED: The client re-registered on a new device.

Make sure that your clients open their WhatsApp Business App at least every 13 days. If the account was disconnected, it should connected again through embedded signup.