WhatsApp Business Coexistence connected successfully, but Watch Events receives no incoming messages

[Olga_Milovanova]

What is your goal?

I want to receive incoming WhatsApp messages in Make using WhatsApp Business Cloud → Watch Events with an existing WhatsApp Business App number connected through Coexistence (CoEx).

What is the problem & what have you tried?

The CoEx onboarding completes successfully and the connection is created in Make. I created a new WhatsApp Business Cloud → Watch Events webhook and selected Messages.

However, when Make is running and waiting for data, I send a new WhatsApp message from another account. The message arrives normally in the WhatsApp Business mobile app, but Make receives no webhook event.

Meta Business Messaging Support already investigated the account in case 28157707717256854 and confirmed that the phone number is eligible for CoEx.

Meta Support also identified an original CoEx WABA ending in 7964 and instructed me to repeat the CoEx onboarding using that account. I followed their instructions and completed the onboarding successfully again, but incoming message events are still not delivered to Make.

Phone Number ID: 1347441635111634
Business Portfolio ID: 1565517668652231
WABA currently visible in Meta Business Settings: 1069524812325301

I would like to understand whether Watch Events → Messages is actually subscribed to the correct CoEx WABA and whether Meta is sending webhook callbacks to Make.

Screenshots (scenario flow, module settings, errors)

[Igor_Salamander]

Hi Olga, I can help you narrow this down. The two WABA IDs are worth checking first: Meta referenced the account ending in 7964, while Business Settings shows 5301.

Could you open Edit next to the webhook and share a screenshot showing the selected connection and events? Also confirm whether that connection was created during your latest CoEx onboarding.

From there, we can work through the phone number’s WABA and Make’s subscription to it. Once those match, the next step is tracing a fresh test message through the callback logs.

[Olga_Milovanova]

Hi Igor, thank you for looking into this.

Yes, the connection currently used in the Watch Events module was created during our latest Coexistence onboarding. I have not changed the connection since then.

I tried to open “Edit” next to the selected webhook as you suggested, but the Edit button is disabled in Make, so I cannot open the existing webhook configuration.

The webhook was created with the “Messages” event selected.

Meta has also checked the account and confirmed that:

• WABA Maison Belle: 1069524812325301
• Phone Number ID: 1347441635111634
• the number is eligible for Coexistence;
• Make is assigned as the partner;
• the phone number is still in Pending status;
• Meta’s diagnostic reported the Coexistence setup at about 60% complete and an internal integrity lock (lock_reason: others).

Incoming messages arrive normally in the WhatsApp Business mobile app, but no event reaches Make’s Watch Events module.

Regarding the other WABA ID ending in 7964: that relates to an earlier setup. The current Maison Belle Coexistence setup we are troubleshooting is WABA 1069524812325301.

Could you please advise what we should check next on the Make side to confirm which WABA the current connection/webhook is actually subscribed to?

[Greatness_Solutions]

Hey @Olga_Milovanova , have you been able to get this solved?
there’s an alternative to whatsapp business cloud, you can try that if you’re still unable to get this issue fixed in order to save time.

[Olga_Milovanova]

Hi, thank you. No, unfortunately the issue is still not resolved. The Coexistence connection is established, but incoming messages still do not trigger the Watch Events module in Make.

What alternative to WhatsApp Business Cloud would you recommend?

[Olga_Milovanova]

Hi Igor, just following up on my previous message.
Have you had a chance to take a look at the screenshots and the details I shared?
I’d really appreciate your thoughts on what I should check next on the Make side, especially regarding the WABA connection and webhook subscription.
Thank you!

[Igor_Salamander]

Thanks Olga, this clarifies the situation.
Meta’s report of incomplete onboarding and an integrity lock makes Coexistence activation the main lead.

The next check belongs with Make support: trace the existing webhook to its connection, confirm WABA 1069524812325301, and verify Make’s app subscription and the messages field.

Alongside that, Meta needs to clarify whether the lock is preventing activation and what is required to resolve it. I’d keep the current connection and webhook in place while those checks are completed.

The details already collected are enough for that escalation.

[Igor_Salamander]

So to help you here, not just give you a polite “contact support.” I’ve prepared two messages with your case details and the exact checks Make and Meta need to carry out:

___
For Make Support:

Subject: WhatsApp Coexistence: verify connection binding and webhook delivery

Hello,
Please route this to the team maintaining the WhatsApp Business Cloud integration.

Our connection was created during the latest Coexistence onboarding. Watch Events uses that connection with Messages selected. Incoming messages reach the Business App, but Make receives no events. The webhook’s Edit button is disabled.

WABA: 1069524812325301
Phone Number ID: 1347441635111634
Business Portfolio ID: 1565517668652231
Meta case: 28157707717256854

Meta confirmed eligibility and Make’s partner assignment. They also reported Pending phone status, approximately 60% onboarding completion, and an internal lock: lock_reason: others.

Please trace the existing webhook to its saved connection and confirm the stored WABA and Phone Number ID.

Please verify Make’s app subscription to this WABA, the messages field, the effective callback destination, and routing to our Watch Events webhook.

Please review the available onboarding and callback logs for failed operations. We need the specific failure, any associated error or trace ID, and the action required from Make or Meta.

The WABA ending in 7964 belongs to an earlier setup. This request concerns 1069524812325301.

________
For Meta, reply in case 28157707717256854:

Hello,
Please escalate this case to the team handling Coexistence onboarding and the reported integrity lock.

WABA: 1069524812325301
Phone Number ID: 1347441635111634
Business Portfolio ID: 1565517668652231
Partner: Make

Your diagnostics reported approximately 60% completion, Pending status, and lock_reason: others. Messages reach the Business App, while Make receives no events.

Please identify the incomplete onboarding step and confirm whether the lock prevents Cloud API activation or webhook delivery.

Please specify the recovery action, who must perform it, and whether the existing connection can be retained. If a partner API operation failed, please provide its error and trace ID for Make.

Please also confirm whether Meta attempted message webhook delivery for this WABA, including the destination and HTTP response where available.

[Olga_Milovanova]

Hi Igor, thank you very much for taking the time to prepare these messages. This is really helpful.

I’ll try to follow up with Meta using the message you prepared.

The only difficulty is Make Support: I’m currently on the Free plan, and when I tried to contact Make Support earlier, I was directed to the Community/Help Center instead of being able to open a support ticket.

Is there another way to send this technical request to the Make integration team on the Free plan?

Thank you again for your help.

[Igor_Salamander]

Oh, I should have flagged the support limit earlier.

vendy, could you help us please & route this case to the WhatsApp integration team, or confirm the available channel for this Free account?

The requested checks are the saved WABA binding, app subscription and callback routing.

Meta has separately reported incomplete Coexistence onboarding and an integrity lock under case 28157707717256854.

[vendy]

Hey @Igor_Salamander and @Olga_Milovanova

Thanks for bringing this to my attention!
Unfortunately Free accounts have the option to create a ticket with our Customer Care team only in the first initial 90-days after they create their account. Therefore, the main channel to support channel is the Community and Help Center.

Could you please try the following steps:

1. Delete all existing WhatsApp webhooks

​2. Delete the existing WhatsApp connection

3. Create a brand new connection and a new webhook

Let me know if that works!

[Olga_Milovanova]

Hi Vendy, thank you. I followed all three steps exactly:

1. Deleted all existing WhatsApp webhooks.
2. Deleted all existing WhatsApp Business Cloud connections.
3. Created a completely new connection using WhatsApp Business App (Coexistence), then created a new webhook with the Messages event selected.

I also updated the scenario modules to use the new connection, saved the scenario, started Run once, and sent a fresh message from another WhatsApp account to the Maison Belle number.

Unfortunately, the result is still the same: the message arrives in the WhatsApp Business mobile app, while Make remains on “Waiting for data” and receives no event.

Could you please advise what we should check next?

[Olga_Milovanova]

One additional finding: I also tested an outbound Cloud API message using the newly created Coexistence connection and an approved WhatsApp template.

Make can see the Maison Belle Sender ID and the approved template, but when I run the Send a Template Message module, WhatsApp Business Cloud returns:

[400] [133010] Account not registered

So we now have both symptoms:

• inbound messages reach the WhatsApp Business App but no webhook event reaches Make;
• outbound Cloud API messages fail with error 133010 “Account not registered”.

This appears consistent with the incomplete Coexistence onboarding / Pending status previously reported by Meta.

I’m attaching the error screenshot.One additional finding: I also tested an outbound Cloud API message using the newly created Coexistence connection and an approved WhatsApp template.

Make can see the Maison Belle Sender ID and the approved template, but when I run the Send a Template Message module, WhatsApp Business Cloud returns:

[400] [133010] Account not registered

So we now have both symptoms:

• inbound messages reach the WhatsApp Business App but no webhook event reaches Make;
• outbound Cloud API messages fail with error 133010 “Account not registered”.

This appears consistent with the incomplete Coexistence onboarding / Pending status previously reported by Meta.

I’m attaching the error screenshot.

[Rita_Ibeh]

Olga, since the message is reaching the WhatsApp Business app but no “Messages” event is reaching Make, it sounds like the issue may be somewhere in the CoEx WABA/webhook subscription path rather than the WhatsApp number itself.

Since Meta has already confirmed the number is eligible and you’ve repeated the onboarding, I’d specifically verify which WABA the Make connection is subscribed to and whether that WABA has the correct webhook/message subscription.

If you’re still troubleshooting this, I work with Make.com workflows and can help trace the trigger path to identify where the event is being dropped.