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Business Verification Troubleshooting

Raquel Updated by Raquel

Business verification on Facebook can sometimes pose challenges.

Key considerations:

  1. Precision in Details: A crucial aspect of business verification lies in ensuring that the information provided on Facebook Business Manager (FBM) precisely matches the details on your legal documents. This includes the exact correspondence of the legal name, address, phone number, and other pertinent details. Even minor discrepancies can lead to rejection during verification.
  2. Verification Methods: Verification can be completed either through the receipt of a One-Time Password (OTP) sent to the phone number listed in your legal documents or via the email associated with your website domain.
  3. Make sure the organisation website that is mentioned in the Facebook business page is up and running.

By meticulously adhering to these three steps during the submission process, the likelihood of approval for FBM increases. In the event of a rejection despite compliance with these guidelines, we can offer assistance in escalating the matter. However, it's important to acknowledge that the approval or rejection of FBM remains within the discretion of Meta.

Here is a list with common reasons for business verification issues. Let's troubleshoot!

Official troubleshooting article from Facebook. And the official list of acceptable documentation.

TOP REASONS

INTERPRETATION

Suggest phone confirmation instead of email

Facebook can’t confirm that the business owns the email domain and that the requester works for the business. But Facebook can confirm that the business owns the phone number. Verify by receiving a code on your phone number. 

Website content and business don’t match

Facebook can’t confirm that the business owns the website (used for email verification) because the website doesn't contain the legal business name.  

Business and email domain don’t match

Facebook can’t confirm that the business owns the email domain. 

Legal name and address: documents are unacceptable or don't match

A document submitted for the address verification is insufficient because it doesn't contain the legal name, the address provided in Business Manager doesn't match the address in the doc, etc.

Business and confirmed phone don't match

The phone number used for verification doesn't match the business phone number provided in business details/documents. 

**In some instances, businesses provide phone numbers they want to use on WhatsApp. 

More reasons for business verification issues: 
  • A submitted document isn’t an accepted type. For example, business bank account statements are accepted but invoices not.
  • Your submission is incomplete. 
  • The language used in your document(s) is unsupported.
  • A document isn't viewable (e.g. the text is too small or blurry) or has expired. 
  • Your documentation doesn't contain a legal business name. 
  • The name on your document(s) doesn't match your business name.
  • Your documentation doesn't contain a business address or it contains only a partial address or an address that doesn't match your business address. 
  • Your documentation doesn't contain a business phone number or the number that you supplied doesn't match your business phone number. 
  • You own your website domain but it doesn’t make it through verification. Make sure that your website is viewable and belongs to your business.
  • Additional documents are required. 

If your issue is that the Start Verification button is greyed-out please read here.

You realised you uploaded an incorrect document 🤦‍♀. What now?

Don't worry we all make mistakes. You will need to wait until Facebook rejects the document, thereafter you will be able to re-upload documentation.

While you wait for their review do the following
  • Make 100% sure the business name and business address on the document matches what is in your Business Manager account. 
  • Highlight your business name and business address on the document before you upload it.

Rather pay attention upfront, and make sure you have a document that correctly reflects your business details. Don't rush it and 'hope for the best'. The more effort you put it get a correct business document, the faster the verification process will be.

You have 30 days to sort out your Business Verification

WhatsApp introduced an 'unverified trial experience' to allow businesses to start messaging before they have completed Business Verification.

Previously, businesses couldn’t send any messages before getting verified. This meant that if verification took a few weeks, they would have to wait that long to get started using the API.

The unverified trial experience lasts for 30 days. If after 30 days the Business Verification or WhatsApp checks are not completed, the business will no longer be able to send messages until they complete verification, pass all checks, and have their display name approved.

The phone number will need to be re-registered and brought back online to start messaging.

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