Response times
We aim to acknowledge every message within one working day (Monday to Friday, 09:00 to 17:00 CAT). Urgent issues, like an outage on your connected number or a security report, are routed straight to on-call and answered the same day.
Common questions
I haven't received my verification email.
Check spam first. If it's still missing after five minutes, sign in and use the “Resend” button on the email-verification banner. If your inbox blocks transactional mail, email us from the same address and we'll verify it for you.
My WhatsApp Business number won't connect.
Three things to check, in order: 1) the Facebook account you signed in with has admin rights on the WhatsApp Business Account, 2) the number is not already connected to a different BSP (Meta only allows one provider at a time), and 3) the number has been verified inside the Meta Business Manager. If all three look right and it still fails, email support with the phone-number id from the connect screen and we'll trace it.
I sent a template message and nothing arrived.
Templates only send to recipients with an opt-in on record. If you used the right template name and language but the customer didn't see it, the most common cause is a missing opt-in or a template still in review with Meta. The conversation thread will show the exact delivery status from WhatsApp.
My teammate can't see a conversation I'm in.
Conversations belong to a team, not to individual agents. If a teammate can't see what you can, check that they're a member of the team that owns the conversation. Admins can manage team membership from Settings, then Team.
How do I cancel my plan or delete my workspace?
Workspace owners can downgrade or cancel from Settings, then Billing. To permanently delete the workspace (and every contact, conversation and message in it), email privacy@oonobox.co.zw from the owner's email. Deletion is irreversible and applies within 30 days.
Where do I report a Meta-related issue (deauthorization, data-deletion request)?
Use Facebook's built-in flow at Settings, then Apps and Websites, then OonoBox, then Remove. Meta sends us the signed request and we unlink your Facebook identity within 24 hours. The status URL Meta returns lets you verify completion.
For sales, demos, and partnerships
Not a support question? The contact page has booking links for demos and the right addresses for sales and partnership conversations.