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.

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

3. Why am I getting a 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.

4. 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.

5. I’ve updated the display name on META, but it’s still 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.
   

6. My display name is not visible on the chat head ?
   - Below are the recommendations to get the display name on the chat head without applying for an 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/

7. Why am I 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.

8. How can I see inbound/incoming messages on 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?

11. 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.

12. Can you provide your company registration certificate?

    Do you have any certification documents for your company?

    Can I get a copy of your official certificates?

    Where can I download your company certificates?

    Are your certificates available on your website?

All our certificates are available on our website. Refer to this page: msg91.com/certificates

13. Do you have an MSME certificate?

    Can we get your MSME certificate for our vendor registration?

    Is MSG91 registered under MSME?

    Please share the MSME/Udyam registration certificate.

    Can I have your Udyam registration number?

Yes — all our certificates (including MSME, if applicable) are available for download on our website. Please visit the Certificates page here: msg91.com/certificates

14. Is MSG91 ISO certified?

Certainly — you can find our security certifications (e.g., ISO, SOC 2 Type 2, VAPT, etc.) on our Certificates page: msg91.com/certificates

15. Do you provide services to procure a virtual number for WhatsApp via MSG91?

Yes, we do provide services for WhatsApp using a virtual number. You can take a number from us and then use the same to get onboarded with MSG91. Refer to the links below : 

https://msg91.com/help/voice/number-subscription

https://msg91.com/help/whatsapp/how-to-use-virtual-number-for-whatsapp-service

16. Can you assign a DLT expert to me?

    I need help completing my DLT registration. Can someone assist me?

    Do you provide a dedicated DLT expert?

    How can I get support from a DLT expert?

    Is there any paid support available for DLT registration?

    Can someone from your team complete the DLT registration for me?

Yes, we provide a dedicated DLT expert to assist you with the entire DLT registration process. This service is chargeable under our DLT Premium Support plan

You can learn more about this service here:

👉 DLT Premium Support

If you prefer to complete the registration yourself, you can follow our detailed step-by-step guide:

👉 Step-by-Step Guide to Implement DLT in SMS

17. Why is the campaign name getting changed even though I updated the same campaign?

The campaign name shown in logs and reports remains the same because it displays the slug name that was created initially. Any changes made to the campaign name afterward will not be reflected in the logs or reports.

18. Getting error Outbound restricted due to blocked prefixes

You can refer to the doc https://msg91.com/help/whatsapp/country-block-in-whatsapp to unblock the prefix for WhatsApp Services

19. Steps that need to be followed if you don’t want to send the unsubscribe link in the email (Transactional emails):
    
    Log in to the MSG91 Panel,» Email micro-service » Domain settings » select the domain » Domain configuration » Disable the unsubscribed toggle.
    
    Note: By default, unsubscribed links are included in all emails except OTPs.

20. Does MSG91 have a WhatsApp AI-based automation?

Yes, MSG91 offers WhatsApp automation capabilities. Within your MSG91 → Hello section, you can create and manage chatbots to handle inbound WhatsApp messages.

We provide two options:

- MSG91 Bot – For rule-based or predefined auto-replies. To know more about this bot, you can refer to this help article: https://msg91.com/help/hello-contact-center/chatbots-in-hello/msg91-bot/new-article-1727351264002372

- Agentic AI Bot – For advanced AI-driven conversational responses to client queries. To know more about this bot, you can refer to this help article: https://msg91.com/help/hello-contact-center/chatbots-in-hello/chatbots-using-chatgpt

You can integrate either of these to automate and enhance your customer interactions over WhatsApp.

21. How to update the registered phone number in the MSG91 account?
    You can update your number from your end by referring to this doc- https://msg91.com/help/more/how-can-i-update-my-primary-mobile-number

22. How much time does a WhatsApp template take to approve?

    Meta manages the approval process for WhatsApp templates. In some cases, templates can be approved within 30 minutes, but typically it takes 24 to 48 hours for review and approval.

    However, please note that in certain situations, the process may take longer due to Meta’s internal review procedures. You can check the approval status directly on Meta and contact Meta Support if needed, as MSG91 does not have direct control over WhatsApp template approvals.
    

23 In my webhook URL, I am getting an error Media not found.” ?
You are seeing the "media not found" error because, as per Meta’s guidelines, inbound webhook media URLs are only available and accessible for 30 days from the time of upload. After this 30-day period, any attempt to access media using the provided URL will result in the error message “media not found.​

To avoid this issue, always save the media data to your backend within the 30-day availability window. This ensures your application continues to function properly and does not lose access to important media files

24. What is error: 407?

If you are using the non-template API with IP security turned off, you may encounter this error. Please enable the IP Security and try again.

For detailed steps on how to enable IP security, please refer to this help article: https://msg91.com/help/api/what-do-you-mean-by-api-security

25. What if the user is unable to download the Invoice/Ledger from the MSG91 panel?

If you are unable to download the invoice from your MSG91 panel, kindly drop an email to [email protected] requesting the invoice and keep [email protected] in CC.

26. Need DLT support :

Please opt for: DLT Premium Support. Our dedicated team will assist you with the entire setup.

27. How to Reset or Remove the Date from Hello Filters

    If you want to remove or reset the date range applied in your Hello filters, follow these steps:

    1. Open the Hello dashboard and navigate to the section where filters are applied.» Select filter.

    2. Click on the Date Range filter.

    3. Select the Reset option.

    4. Click on Apply to save and update the changes.

    Your date range will now be cleared, and the filter will display results without any date restriction.

28. Please find my resume.

Please share your resume at [email protected]

29 I want to delete my account from MSG91 permanently.

We request you to please send an email to [email protected] from your registered email ID if you wish to remove your account permanently. Kindly also mention the reason for deleting your account in the same email.

Thank you.

30. My email template is showing as rejected?
    If your email template is showing as rejected on the MSG91 panel, you can hover your cursor on the rejected button to see the reason for rejection. Once you review the rejection reason, please make the necessary changes in your email template and then resubmit the template for approval, and our team will review it. In case you are not satisfied with the rejection reason or find it irrelevant, you can reach out to our support team at [email protected]
    

31. I want to change the registered email address for my account.

Ans. Please note that the registered email address of your MSG91 account cannot be changed. However, you can add the new email address as a team member to your account and assign the appropriate access level (Owner, Admin, or User). You may refer to the guide below for detailed steps:

How to add a new team member:

https://msg91.com/help/more/how-to-add-a-new-team-member-in-the-team

32. I have a query related to TDS. I have a question regarding TDS. I need clarification on a TDS-related issue. I have a doubt related to TDS.

Ans. There is a process for the TDS deduction, 

You can make the full payment in our bank account or after deduction of TDS @ 2% rate under section 194J (Technical Services), and in case of full payment, you can get the SMS credits as TDS reimbursement, or if you want a refund, you can have the refund against the TDS, once you share the TDS certificates.

Our bank account details are as follows:

Bank Name - ICICI Bank Limited

Account Name - Walkover Web Solutions Private Limited

Account number - 004105012514

Branch - Indore, MP

IFSC - ICIC0000041

For more information regarding TDS, please reach out to our accounts team at [email protected].

33. Could you please share the exact reason why the email template was rejected?

I have created an email template, but it has been rejected. Could you please guide me on the steps required for approval?

I prepared an email template, but it was rejected. Kindly assist me with the process to get it approved.

My email template was rejected. Please advise on how to get it approved.

Ans. If your email template is rejected, you must have received a notification titled “MSG91 Email – Your Template is Rejected” containing the reason for rejection. Please revise your content as per the reason mentioned in the email and resubmit it for approval. Our team will then review and approve it accordingly.

34. I have a query related to billing and TDS.

If you have a query related to billing or TDS, then reach out to our accounts team at [email protected].

35. How can I delete my MSG91 account?

I want to permanently close my MSG91 account — what should I do?

How do I deactivate my MSG91 account?

I no longer wish to use MSG91 services. How can I close my account?

Can I request account deletion from MSG91?

What is the process to remove my account from MSG91?

How do I stop using MSG91 and delete my data?

Is it possible to completely delete my MSG91 profile and data?

Where can I submit a request to close my MSG91 account?

We’re sorry to hear that you wish to delete your account and no longer use MSG91 services. Before we proceed with your deletion request, could you please share the reason behind this decision?

If you’re not satisfied with our services, we’d really appreciate the opportunity to understand the issue and try to resolve it for you. Your feedback is valuable and will help us improve our product and ensure that other users do not face similar concerns.

36. How to check the balance using the API?
    Please share your detailed use case for why you need this API with us. Our team will review it and provide you with the most suitable solution.
    

37. How to remove the “Jio Haptik credit line” from my WhatsApp business account profile on META?

- The Jio Haptik credit line cannot be removed from your WhatsApp Business Account because your WABA ID was created using Haptik’s embedded signup. Due to this, the WABA ID is permanently linked to Haptik and cannot be used with any other partner.

If you wish to use WhatsApp with a different partner, you will need to migrate and create a new WABA ID. This is the only available option.

38. I made a payment online, but it’s not showing in my MSG91 wallet. What should I do?
- If you added funds using the Add Funds option, the amount may take 15–20 minutes to reflect. If it still doesn’t appear after that, please email [email protected] with your MSG91 username, Payment confirmation receipt, and registered email ID.

39. I’m unable to download my invoice. What should I do?
- You can download invoices from MSG91 Dashboard > More Settings > Transaction Logs > Invoice & Ledger (top-right). If you still face issues, email [email protected] with your MSG91 username, Payment confirmation receipt, and registered email ID.

40. I made a payment via bank transfer, but the amount is not added to my MSG91 wallet. What should I do?
Bank transfer payments require manual verification before funds are added. Please email [email protected] with your MSG91 username, payment confirmation receipt, and registered email ID.

41. Delete WhatsApp Number

    WhatsApp Subscription Deactivation Request

    Request to Remove WhatsApp Number
    Request to remove WhatsApp number from account

    Request for WhatsApp number deletion

    WhatsApp number removal request

    WhatsApp subscription cancellation request

    Deactivate the WhatsApp number linked to the account
    How do I stop WhatsApp services for my number
    Remove WhatsApp number due to account closure
    
    Ans. We don’t want you to leave our services because of any setup or service issues. Please share the reason for your request. If everything is fine, you can follow this guide to cancel your WhatsApp subscription and use your number as you wish. Doc- https://msg91.com/help/best-practices/how-to-remove-my-number-from-whatsapp-from-msg91-

42. I need the report for more than the last 3 months.
    I want the past reports for my account.
    Please share the report for the last 6 months.
    I want the report for the last 1 year.
    
    Ans. We only maintain reports for the last 100 days. If you require a report for a longer period, it will be chargeable.

    If you are willing to pay the charges, please let us know the required duration. We will check the applicable charges and share the amount with you. Once you confirm and agree to the payment, we will request our concerned team to extract the report.

    Please note that the amount will be deducted from your wallet in advance, so ensure that a sufficient balance is available. Also, report extraction for longer durations may take approximately 7–10 days.
    

43. Why am I seeing old or personal WhatsApp messages in my MSG91 logs after onboarding?
    
    - When a WhatsApp number is onboarded using the Co-Existence (Co-Ex) flow, Meta asks the business whether to share WhatsApp Business App chat history with the solution provider. This decision is controlled entirely by Meta and depends on the option selected during onboarding (Approve or Decline).

    If chat history sharing is approved, Meta sends history webhooks that may include messages from up to 180 days before onboarding.
    

44. What type of chat history is shared if I approve history sharing during whatsapp co-existence onboarding?
    
    - If history sharing is approved:

    • Messages from the last 180 days may be synced

    • Group chat messages are not included

    • Media messages from the last 14 days

    • Both personal and non-marketing messages may appear in logs
      

45. What happens if I do not approve chat history sharing during onboarding?
    
    - If chat history sharing is not approved, no previous messages are synced.
    However, all messages sent or received after onboarding will still be logged as part of normal WhatsApp API operations.
    

46. How can I prevent personal WhatsApp messages from appearing in MSG91 logs for a number onboarded using the Co-existence (Co-Ex) flow?
    
    - To avoid personal messages being logged, it is recommended to:

    • Remove your personal WhatsApp number from the MSG91 portal by contacting your respective account manager or support team.

    • Use a dedicated WhatsApp number exclusively for business and marketing communication
      
      
      
      

47. I am getting status as “PENDING WITH PE”.

Ans. If the status is PENDING WITH PE, it means the request has been approved from our end. You need to approve it from your end to complete the PE–TM chain process. Please login to your DLT portal to approve the request from your end.

48. What is the process to become a partner?
    What types of partnership models do you offer?
    
    Ans. Thank you for showing your interest in a partnership. You can reach out to our team at [email protected], as they are the right team to assist you with partnership-related queries.
    
    

49. Why am I getting the 500 error while using your SMS API?

A 500 (Internal Server Error) can occasionally occur during sudden traffic spikes or high request volumes. To help us investigate, please share the following details:

• API endpoint and HTTP method

• Exact timestamp of the error (with timezone)

• Error response logs (if available)

• Whether the issue is occurring for all requests or intermittently

As a best practice, we recommend implementing a retry mechanism on your end to retry the request until a 200 (success) response is received. Once you share the details with us we will investigate the issue with our backend team.

50. Why are my WhatsApp inbound messages not appearing, while outbound messages are showing as submitted?

Ans. If this is the case, it means your webhook configuration is no longer active. We will need to reactivate it by requesting the vendor on your behalf. This situation typically occurs when a partner is removed and then re-added. Please ensure that if this happens, you contact us for the reconfiguration of the Webhook.

51. I want to transfer the balance from Hello or Voice wallet to the main wallet.

We do not recommend adding funds to any wallet that you are not actively using. If the balance has been mistakenly added to the Hello or Voice wallet, please fill in the required details to accept the credit note in the PDF shared below.

Once done, kindly let us know, and we will proceed with transferring the balance to your main wallet.

Open File: Credit Note Acceptance_GST Portal.docx.pdf

52. Can you please provide all the SMS template API?

Ans. We do not have the API available, which will fetch all the templates of your account. We provide the API to fetch template details. https://docs.msg91.com/sms/get-template-versions

If you have a feature request, you can raiseit here- https://feedback.msg91.com/b/feature-requests

Note: If a requested feature is not currently available in the product, please share the feature request link with the user and ask them to submit their request here:

https://feedback.msg91.com/b/feature-requests

The Product team will review and prioritize the request based on the number of upvotes it receives.

53. Do you provide an API for file hosting?

Ans. We do not provide an API for file hosting services.

54. What is the Description in the OpenUrlAction of the RCS template?

Ans. This description is the simple accessibility description for the webview of the URL. This text is displayed as the CTA/action description shown to the end user. It helps provide clarity to the user about what will happen when they click the action (e.g., “View order details”, “Track your delivery”).

For example, if your URL will redirect to the login page, then you can add the description as This URL will redirect you to the login page of MSG91

55. Could you please explain the difference between SMS Count and SMS Length?

Ans. SMS Count refers to the total number of recipients to whom the message is sent in a single request.

SMS Length is calculated based on the number of characters in the message content. For English (GSM) messages, one SMS credit typically covers 150–160 characters. For Unicode messages (used for non-English languages), one credit usually covers 55–70 characters.

If the character count exceeds the applicable limit, the message is split into multiple parts. For example, if the content crosses 150–160 characters in English, the SMS Length will be reflected as 2 in your account.

56. Minimum and Maximum purchase amount from MSG91 Panel:

• Indian users:

Minimum purchase amount: INR 500

Maximum purchase amount: INR 2,00,000

• International users:

Minimum purchase amount: GBP 5 / USD 5

Maximum purchase amount: GBP 750 / USD 750


57. Minimum and Maximum purchase amount from e-mandate/autorecharge:

• Indian users:

Minimum purchase amount: INR 500

Maximum purchase amount: INR 80,000

• International users:

Minimum purchase amount: GBP 5 / USD 5

Maximum purchase amount: GBP 750 / USD 750

58. Please note, the maximum bonus amount that can be offered is ₹7,500/375 GBP/375 USD

Bonus offer not applicable to GitHub users.

60. How does MSG91’s webhook retry mechanism work?
The callback of your webhook URL should respond to MSG91 within 8000 milliseconds (8 seconds). If your URL does not respond within this time, then we will retry the same from ur end, and the maximum retry will be up to 4 times.

Please note: Because of this retry mechanism, you may receive multiple callbacks on your webhook.

61. I have added a product node in MSG91 / Custom bot flow; however i cannot see the Integrated WhatsApp number or catalog in the drop-down. What is the issue?

• Please note that your linked catalog in the MSG91 bot flow will only be visible once you have assigned a payment method to the corresponding WhatsApp number. Please refer to this help article for details (https://msg91.com/help/whatsapp/new-article-1720595602018809)

62. If you have initiated email forwarding from your Gmail inboxes to Hello, please note that we only sync emails from the Inbox and Spam folders. Other default Gmail folders—such as Snoozed, Starred, Important, and category-based folders—are not synced and forwarded.

63. What is the difference between SMS Analytics and SMS Distinct Analytics ?

    SMS Analytics provides message-level statistics.
    Every SMS sent is counted individually, even if multiple messages are sent to the same mobile number.

SMS Distinct Analytics provides unique recipient-level statistics.
Each mobile number is counted only once, regardless of how many messages are sent to that number.

• SMS Analytics counts total messages sent

• SMS Distinct Analytics counts unique mobile numbers reached