WhatsApp FAQ: common questions about Simio and Meta

Common WhatsApp questions in Simio: sending limits, quality checks, brand name display, template rejections, and where to see Meta billing.

Answers to the questions that come up most often when running WhatsApp with Simio. For channel-agnostic product questions, see the FAQ on the specific product page (Campaigns, Automations, Contacts, and so on).

Account and quality

How do I check my WhatsApp sending limit and tier?

Two places show it:

• In Simio: the home page (click the Simio logo top-left) displays your current tier and quality rating next to the connected WhatsApp number.
• In Meta Business Manager: WhatsApp Manager for your account shows the same information, plus the conditions for moving up to the next tier and whether each condition is met.

See Account quality and sending tiers for the full model.

How do I check my WhatsApp account quality?

Same two places: Simio home page and Meta Business Manager. Simio also sends an automatic email alert when quality changes.

Can I change the brand name shown to my customers on WhatsApp?

The brand name is set on Meta’s side in Business Manager, not in Simio. Meta reviews any change to a WhatsApp Business display name. You can also request the Official Business Account badge (green checkmark), which reinforces the brand name shown in chats.

Templates

My template was rejected. What can I do?

Read Meta’s rejection reason (visible in the template list). Common causes: promotional content in a Utility template, missing example values for placeholders, disallowed URL, or overly aggressive copy. Rework the copy and resubmit. See Templates for structure rules and Marketing vs Utility for the classification logic.

Can I edit the name, category, or language of an existing template?

No. Meta locks name, category, and language after the first submission. If you need to change any of them, create a new template with a different name.

Billing

Where do I see what Meta charges me for WhatsApp conversations?

Meta bills your WhatsApp Business account directly, outside Simio. Track fees in Meta Business Manager → WhatsApp Manager → Insights → Billing. Simio’s Analytics dashboard shows message counts and campaign performance, but not Meta’s per-conversation invoicing.

See Conversation billing for how Meta calculates conversations.

How do I change the payment method Meta uses to bill me?

In Meta Business Manager → WhatsApp Manager → Payment methods. This is separate from your Simio subscription payment method (managed in Billing and subscription).

Sending

Why do some contacts appear as 'never opt-in' even though I imported them?

Consent is tracked per WhatsApp Business account. A contact imported without an opt-in flag, or imported for a different account, will show as never opted in on the current account. Reimport with the “opt in on this account” option, or opt them in through a wa.me link or ad flow. See Opt-in rules.

My test message did not arrive. What is happening?

A few things to check:

• The test recipient’s phone number is written in international format.
• The test recipient’s WhatsApp app is installed and connected to the internet.
• The template you are testing is Approved (not Pending or Rejected).
• The sending account is not restricted (spam rate limit hit).
• In Simio, the test-send status shown next to the flow updates for about 10 seconds; a “timed out” state does not necessarily mean the message failed, only that no live receipt came back in that window.