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Msg91 Help Doc
MSG91 Common FAQ's

MSG91 Common FAQ's

  1. Why i’m seeing a different number when receiving calls from Hello ?
    - Please note that if an International phone number is chosen as the caller ID it's normal for a different number to appear when calling an Indian number from an international Number.


  2. How to get JWT token in the OTP widget?
    - You will receive the JWT token when a success response is triggered. It will be available in the console.log. You can ask your developer to check the browser console to capture the token during the OTP widget's execution.

  3. We are unable to open video files on Android devices however it’s working fine in iOS devices when sent as a header component via Whatsapp template ?
    - The issue appears to be specific to the WhatsApp Android application, We recommend converting the video using a trusted video converter to ensure compatibility. Specifically:

    • Use a 720p resolution or lower

    • Use standard codecs like H.264 for video and AAC for audio

    • Ensure the final file size is within 10MB

    • Test the video as a sample template on both Android and iOS before sending it in bulk

  1. How many template versions that I can add within an email template ?

    - You can add maximum up to 25 versions within the same email template however can only use one at a time (which is marked active).

  1. What is the Validity of SMS at MSG91

- There is no fixed validity for your SMS, it entirely depends on your usage. You simply need to add funds to your MSG91 wallet, and the balance will remain available in your wallet.

  1. Can I send attachment using base64 format in WhatsApp API?
    - Yes, you can send attachment in base64 format in WhatsApp API

  1. Why i’m getting Spam rate limit hit while sending Messages via Whatsapp?

    - Message failed to send because there are restrictions on how many messages can be sent from your phone number. This may be because too many previous messages were blocked or flagged as spam. For more details please check your quality status in the WhatsApp Manager and see the Quality-Based Rate Limits documentation for more information.

  1. What is WhatsApp Business phone number's quality rating ?

    - Your quality rating shows how customers are reacting to your messages over the last 7 days. It’s based on things like blocks or reports from users.

    You can view the rating in your WhatsApp Manager under the Phone Numbers tab:

    🟢 Green = High quality

    🟡 Yellow = Medium quality

    🔴 Red = Low quality

    A high rating can unlock more features. If too many users block or report your number, your rating drops.

  1. Why i’m seeing my phone number status as flagged under meta business manager ?

    - If your rating goes Low, your status becomes Flagged. You’ll be notified via email and Meta Business Manager. If quality doesn’t improve within 7 days, your messaging limit (number of business-initiated messages per day) will be reduced.

  2. How can I see inbound/incoming messages of my WhatsApp?

To see inbound messages, first, you have to allow the inbound setting in WhatsApp.

Go to the dashboard>Whatsapp>Number>then allow inbound in Hello