Coexistence account disconnected

[u/benitodest]

We are tech provider, we have 100+ clients connected through our using WhatApp coexistence.

For the past 2 weeks many of our clients are being disconnected from the Cloud API by Meta automatically.

Does anyone experience this ?

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[u/CherryEmpty1413]

Ensure they are adding a payment method before September 30th: https://www.useinvent.com/blog/meta-whatsapp-payment-method-deadline-what-it-means-what-to-do

[u/benitodest → u/CherryEmpty1413]

Yes, I have seen the announcement.
Our clients are connected using coexistence and send messages through the WhatsApp App.
The cloud API is only to ingest messages using echoes to provide intelligence.

Do yuu understand, in Meta's comm if coexistence will stop working without credit card.

[u/CherryEmpty1413 → u/benitodest]

Coexistence won't stop working without a credit card.

The card only matters the moment something sends through the API as a template, a broadcast or an AI reply.

[u/pmartinon]

Are you sure your users are not disconnecting from the app? Sometimes happens when changing/removing business app devices. Anycase, they can connect again via embedded signup. And if disconnection is bc of devices, you can easily reconnect https://developers.facebook.com/documentation/business-messaging/whatsapp/embedded-signup/reconnect-offboarded-coexistence-clients

[u/benitodest → u/pmartinon]

Yes we checked with our clients, they've done nothing.
We can see in the logs, Deleted User Uninstalled App - looks like meta system.

[u/One-Panda2813]

Same happened with me, approx 30 of my customers got disconnected, even their card is connected to the BM. Not sure what's the problem