If a message you sent shows Not delivered and mentions a payment method, this is the page. It is a Meta problem, not a ServiceM8 or ServiceHQ one, and it takes about two minutes to fix.

What has happened

Meta charges for WhatsApp Business messages, and it bills you directly on your own Meta account rather than through us. When there is no working payment method on that account, Meta refuses the message and sends back the words “Business eligibility payment issue”.

Nothing is wrong with your number, your ServiceM8 account or the add-on. Messages your customers send you are still arriving and are still being saved onto your jobs. It is only sending that stops.

Adding the card

  1. Go to business.facebook.com and sign in with the account you used when you connected your number.
  2. Open Settings, then WhatsApp Accounts, and pick your account.
  3. Open its Payment settings (in some layouts this is under Billing and payments, or a Payment settings button on the account itself).
  4. Add a card and save.

Then send the customer a message again. It should go straight through. If it still fails, send us the message and we will look at it with you.

If you cannot find the payment settings, the other route is WhatsApp Manager, then the Insights or Overview screen, which shows a payment banner while one is missing.

Why it may not have caught you out before

Plain replies inside 24 hours of a customer’s message are free for the first 1,000 a month, so a business with no card on file can go weeks replying normally. It only shows up the first time it sends a template, such as a follow-up after the day is up, or goes past 1,000 replies in a month.

Add a card now rather than finding out on a Monday morning. What it costs explains the two separate bills and what Meta charges for.

What we do about it

When a send fails for this reason, the add-on tells you twice. You see it in the conversation, at the top of the screen rather than buried under one message, and we put a note in your ServiceM8 Inbox saying what happened and what to press. You are told once per problem, and once a message gets through we stop mentioning it.