Msg91 Help Doc
MSG91 Common FAQ's

MSG91 Common FAQ's

  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. I’ve updated the display name on META but still its not visible on my business phone number’s chat head ?
    - Please note that if you have recently updated the display name on META then you need to disable the Two Step verification from your META business account and then contact us so that we can update the settings at our end.

  1. My display name is not visible on Chat head ?
    - Below are the recommendations to get the display name on the chat head without applying for official business account. Kindly make sure all these parameters are fulfilled. Additionally, please note that these are only recommendations, and there is no guarantee of securing a display name as there is no official document available for this from Meta.

- Your messaging limit should be at least 1,000 messages per 24 hours.

- The account must have consistently maintained high-quality campaigns and conversations over the past 30 days.

- The Business Manager must be verified.


For detailed display name policies, please refer to the following link: https://developers.facebook.com/docs/whatsapp/guides/display-name/

  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.

  1. 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

9. What does “Account Status is in DEMO” mean on MSG91?

It means your account KYC is not yet completed. To move your account from DEMO to LIVE, you need to complete your KYC. Please follow this document: My account status is in demo, what can I do to make my account live?

10. I want to send actual messages, but only demo content is being delivered. Why is this happening?
This happens because your account is still in DEMO mode. To send real messages, you need to complete your account KYC. Please follow this document: My account status is in demo, what can I do to make my account live?

  1. Share MSG91 certificates.
    Please refer to this link for MSG91 certificates like  ISO, CASA, M ETC : https://msg91.com/certificates

12: I completed the Meta onboarding yesterday using a temporary number provided by Facebook. Later, the client removed that number and added a fresh new number. Now, my WhatsApp dashboard in MSG91 shows both numbers. Will I be charged for one number or both, since the temporary number is no longer linked to my Facebook account but still appears in MSG91?
A: We understand your concern regarding WhatsApp number subscriptions. You will be charged for both numbers as long as the subscription is active for both. To ensure you are charged only for the fresh active number and not the temporary one, please follow these steps:

  1. Go to your MSG91 Dashboard.

  2. Navigate to WhatsApp.

  3. Click on Upgrade.

  4. Select Show more details for the temporary number.

  5. Click Cancel Subscription.

After this, you will only be billed for the fresh active number and not the temporary number.

How can I update the billing address in my MSG91 account? 
Click on your company name → select More Settings → go to Billing Details → update your billing address.