WhatsApp Error: “The Account is Not Registered” or “Route Unavailable”

If you encounter the error “The account is not registered” or “Route unavailable” while sending WhatsApp messages from MSG91, this usually indicates an issue with the WhatsApp number onboarding or integration.

Why This Error Occurs

These errors typically appear when:

• The WhatsApp number is not onboarded properly on MSG91.

• The integration process was not completed correctly.

• Changes were made in the Meta/WhatsApp account (e.g., security settings) that require the number to be re-onboarded.

In such cases, you will need to re-onboard (re-integrate) the WhatsApp number on MSG91.

Step 1: Turn Off Two-Factor Authentication (2FA)

Before starting the re onboarding process, make sure that Two-Factor Authentication (2FA) is turned OFF for the WhatsApp number.

You can follow this help article for detailed steps:
👉 https://msg91.com/help/whatsapp/how-to-turn-off-the-2-factor-authentication

Important Notes About 2FA

• 2FA can only be turned off if the number status is Connected.

• If the number status is:

  • Pending

  • Offline

  • Unverified

  You will not be able to turn off 2FA from Meta. In such cases you can directly re-onbaord the number

Step 2: Re-Onboard the WhatsApp Number on MSG91

Once 2FA is successfully turned off:

1. Log in to your MSG91 account.

2. Navigate to the WhatsApp section.

3. Click on Add Number.

4. Follow the complete onboarding steps.

You can also refer to this detailed onboarding guide:
👉 https://msg91.com/help/whatsapp/whatsapp-number-integration---onboarding

Need Assistance with Onboarding?

If you face any issues during the onboarding process, you can schedule a session with our WhatsApp Onboarding Team.

📅 Book a meeting here:
👉 https://calendly.com/onbording-msg91/20-min-onbording

Our team will assist you step-by-step to ensure successful integration.