Unable to complete WhatsApp Business Platform onboarding - "Something went wrong" error on Share Chat History step

Status: Closed · Asked by TVISHA E-BIKE on · 0 views

TVISHA E-BIKE — Question ·
Hello,

I'm trying to re-onboard a WhatsApp number onto the Business Platform after resolving a previous restriction, and I'm consistently getting an error during the onboarding flow.

Details:
- Phone number: +91 93232 32385
- Business portfolio: Tvisha E Bike
- WABA name: Smman Parcal

Timeline:
1. This number was previously restricted, which caused it to disconnect from our BSP (Pabbly).
2. We deboarded the number from Pabbly and removed it from Pabbly's trash.
3. We also removed our partner (Magnet Brain) from the business portfolio's Partners list in Meta Business Suite.
4. The number is still owned by our portfolio and visible in WhatsApp Manager under Phone Numbers.
5. The following day, when attempting to complete onboarding again (embedded signup flow), we reach the "Share Chat History" step and receive the error: "Something went wrong. Please try again. If the problem continues, contact support."

We have tried:
- Retrying the flow multiple times
- Switching between "Share chat history" and "Don't share chats" options
- Attempting the flow on both mobile and desktop

The error persists regardless of the option chosen. Could you please check if there's a lingering restriction flag or backend issue on this number/WABA that's blocking onboarding completion? We'd appreciate guidance on how to resolve this so we can reconnect our chatbot integration.

Thank you for your help.

Best regards,
Tvisha E bikes
Pabbly Support — Reply ·

Hi,

Thank you for sharing the detailed information regarding the onboarding issue.

We understand that you are facing an error while onboarding your WhatsApp number, even after trying the suggested options.

To help you resolve this, we would like to arrange a meeting with you to look into the issue together and assist you with onboarding your number.

You can book a meeting at a time that is convenient for you using the link below: https://www.draftmeet.com/book/lnk_87389f20337f98c287d209eaf134c8f5

We look forward to connecting with you and helping you resolve this issue.

Thanks & Regards,
Vinay Jain
Customer Support Associate
🌐 Pabbly.com
Pabbly Support — Reply ·

Hi,

Just following up regarding the WhatsApp number onboarding issue you were facing.

Could you please confirm whether the issue has been resolved now, or are you still facing the same issue?

If the issue is still pending, you can schedule a meeting at your convenience using the link below, and we’ll assist you further: https://www.draftmeet.com/book/lnk_87389f20337f98c287d209eaf134c8f5

Thanks & Regards,
Vinay Jain
Customer Support Associate
🌐 Pabbly.com
Pabbly Support — Reply ·

Hi,

We’re following up on our previous message regarding your query. As we haven’t received a response, this will be our last follow-up, and the thread will be closed automatically.

If you still need assistance, you can email us again at support@pabbly.com to raise your concern.

Thanks & Regards,
Vinay Jain
Customer Support Associate
🌐 Pabbly.com

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