---
title: "WhatsApp Business help centre | GoPromoteNow"
description: "Answers to the common questions about GoPromoteNow and WhatsApp Business: the 24-hour window, templates, Broadcast, roles, plans and 24 Meta error codes."
url: https://gopromotenow.com/help-centre
last_reviewed: 2026-10-10
---

Help centre

# How can we help?

Every answer here is the same one the GoPromoteNow app shows in its own help, written in plain words with the buttons named as they appear on screen. Search below, start with the questions people ask most, or browse all 122 answers by topic, from getting started to Meta's error codes.

**Last updated:** 10 October 2026

## The questions people ask most

These six come up more than any others: the 24-hour reply window, why Meta rejects a template, inviting your team, your click-to-chat link, what it all costs, and what to do when a message says Not delivered. Each answer is shown in full here, and each has its own page too.

### [What is the 24-hour reply window?](https://gopromotenow.com/help-centre/reply-window)

For 24 hours after a customer’s last message you can reply with anything — text, photos, documents. After that WhatsApp only delivers a template Meta has approved, and the 24 hours start again the moment the customer writes back.

### [Why was my template rejected, and what now?](https://gopromotenow.com/help-centre/template-rejected)

Meta’s reason is on the template, under “Why Meta rejected it”. The usual causes are vague sample values, a message that starts or ends with a blank or has two blanks side by side, and promotional wording filed as Utility. Create a corrected template and submit that; Re-submit for review asks Meta to look at the same one again.

### [How do I invite someone?](https://gopromotenow.com/help-centre/invite)

Open Team from the menu behind your initials, top right, press Invite someone, enter their work email and choose a role. They get an email with a link to join and set their own password.

### [What is my click-to-chat link and where do I put it?](https://gopromotenow.com/help-centre/click-to-chat)

A link that opens a WhatsApp chat with your business. Copy it from the ⋯ menu above your conversation list (Share link) or open it from Numbers, in the menu behind your initials, top right, then put it on your website, in your emails and receipts, and on a QR code at your counter or front desk.

### [What does GoPromoteNow cost?](https://gopromotenow.com/help-centre/cost)

Every workspace starts with a 14-day free trial, with everything switched on and no payment details needed. Then the owner — or a member whose role includes billing — chooses a plan on Plan & billing, in the menu behind your initials. The plans: Basic, ₹499 a month or ₹7,449 a year; Professional, ₹1,499 a month or ₹14,999 a year. Prices exclude GST, and outside India they are in US dollars. Enterprise is coming soon. Nothing moves to a paid plan without the owner choosing it. Meta charges for WhatsApp messages at its own rates and bills them to your WhatsApp Business Account directly — they are not part of your GoPromoteNow plan; see Meta’s pricing page for current rates.

### [One of my messages says “Not delivered”. What now?](https://gopromotenow.com/help-centre/not-delivered)

The reason is written under it in plain words, and Troubleshooting below explains each one. A photo or document that failed has to be attached again to resend it.

## Every answer, by topic

The answers are grouped the way a new team meets the product: getting started, your number and Meta, the 24-hour rule and templates, sending and receiving, your team, notes and labels, automatic messages, the catalog, plans, privacy, and troubleshooting. Every link opens one answer on its own page.

[How it works, in six steps](https://gopromotenow.com/help-centre/how-it-works) [WhatsApp error codes, explained](https://gopromotenow.com/help-centre/whatsapp-error-codes)

### Getting started

- [What is GoPromoteNow?](https://gopromotenow.com/help-centre/what-is-gopromotenow)
- [Do I need a GoPGMS account?](https://gopromotenow.com/help-centre/gopgms-account)
- [How do I sign in with my GoPGMS mobile?](https://gopromotenow.com/help-centre/signin-gopgms-mobile)
- [How do I get started?](https://gopromotenow.com/help-centre/sign-up)
- [How long does it take to go live?](https://gopromotenow.com/help-centre/go-live)
- [What can I do while I am waiting?](https://gopromotenow.com/help-centre/while-waiting)
- [I run more than one business. Can I switch between them?](https://gopromotenow.com/help-centre/switch-workspace)
- [Where do I change my name, email or password?](https://gopromotenow.com/help-centre/my-profile)
- [Will GoPromoteNow handle SMS and email too?](https://gopromotenow.com/help-centre/sms-and-email)

### Your number and Meta

- [Can I use the number I already use on WhatsApp?](https://gopromotenow.com/help-centre/existing-number)
- [Who connects my number?](https://gopromotenow.com/help-centre/who-connects)
- [What name do my customers see?](https://gopromotenow.com/help-centre/sender-name)
- [How do I change my business info on WhatsApp (picture, name, about, address)?](https://gopromotenow.com/help-centre/business-profile)
- [What do Connected, Connecting and Needs attention mean on Numbers?](https://gopromotenow.com/help-centre/number-status)
- [Can I add a second number or change mine?](https://gopromotenow.com/help-centre/second-number)
- [Can I work with more than one number?](https://gopromotenow.com/help-centre/multiple-numbers)
- [What is my click-to-chat link and where do I put it?](https://gopromotenow.com/help-centre/click-to-chat)
- [Why do my templates start with a prefix?](https://gopromotenow.com/help-centre/template-prefix)
- [Is there a limit on how many customers can message me?](https://gopromotenow.com/help-centre/customer-limit)

### The 24-hour rule and templates

- [What is the 24-hour reply window?](https://gopromotenow.com/help-centre/reply-window)
- [What happens if I try to reply after 24 hours?](https://gopromotenow.com/help-centre/after-24-hours)
- [Why can’t I just type a reply after 24 hours?](https://gopromotenow.com/help-centre/why-no-typing)
- [What do “3h left”, “Closed” and “Awaiting reply” mean on a conversation?](https://gopromotenow.com/help-centre/window-labels)
- [What is a message template?](https://gopromotenow.com/help-centre/what-template)
- [How do I create a template?](https://gopromotenow.com/help-centre/create-template)
- [How long does Meta take to approve a template?](https://gopromotenow.com/help-centre/template-review)
- [Can I see how each template is doing?](https://gopromotenow.com/help-centre/template-insights)
- [Why was my template rejected, and what now?](https://gopromotenow.com/help-centre/template-rejected)
- [Utility or Marketing — which category do I pick?](https://gopromotenow.com/help-centre/utility-or-marketing)
- [How do I message someone who has not written to me?](https://gopromotenow.com/help-centre/new-message)
- [How do I send one template to many people with Broadcast?](https://gopromotenow.com/help-centre/broadcast-many)
- [Pasting a list: what goes on each line?](https://gopromotenow.com/help-centre/broadcast-paste)
- [What are quiet hours, and can I send at night?](https://gopromotenow.com/help-centre/broadcast-quiet-hours)
- [Can I schedule a Broadcast for later?](https://gopromotenow.com/help-centre/broadcast-schedule)
- [How do I see which messages went out together?](https://gopromotenow.com/help-centre/broadcast-together)
- [What happens when a customer replies STOP?](https://gopromotenow.com/help-centre/customer-stop)
- [How does a customer start getting offers again?](https://gopromotenow.com/help-centre/customer-start)
- [How do I stop or allow marketing for a number myself?](https://gopromotenow.com/help-centre/staff-stop-allow)
- [Can I import my contacts from another tool?](https://gopromotenow.com/help-centre/import-contacts)
- [What does “Waiting for their reply” mean?](https://gopromotenow.com/help-centre/waiting-reply)

### Sending and receiving

- [What can customers send me?](https://gopromotenow.com/help-centre/what-customers-send)
- [How do I send a photo or a document?](https://gopromotenow.com/help-centre/send-file)
- [What does a shared contact look like?](https://gopromotenow.com/help-centre/contact-cards)
- [How do reactions work?](https://gopromotenow.com/help-centre/reactions)
- [How do I react to a customer’s message?](https://gopromotenow.com/help-centre/react-to-message)
- [Why does a message say WhatsApp did not deliver it?](https://gopromotenow.com/help-centre/undelivered)
- [Does Ask to resend send anything by itself?](https://gopromotenow.com/help-centre/ask-to-resend)
- [What do the ticks on my messages mean?](https://gopromotenow.com/help-centre/ticks)
- [One of my messages says “Not delivered”. What now?](https://gopromotenow.com/help-centre/not-delivered)
- [How does the AI assistant use my support documents?](https://gopromotenow.com/help-centre/ai-documents)

### Team, roles and permissions

- [How many people can answer?](https://gopromotenow.com/help-centre/team-size)
- [How do I invite someone?](https://gopromotenow.com/help-centre/invite)
- [How do I add my GoPGMS staff?](https://gopromotenow.com/help-centre/sync-gopgms-staff)
- [What can each role do?](https://gopromotenow.com/help-centre/roles)
- [Can I make a role of my own?](https://gopromotenow.com/help-centre/custom-role)
- [Why can’t an Agent use New message?](https://gopromotenow.com/help-centre/agent-start)
- [Why is a button greyed out or missing for me?](https://gopromotenow.com/help-centre/greyed-out)
- [Can I stop someone seeing the inbox?](https://gopromotenow.com/help-centre/remove-member)

### Notes, labels, filters and shortcuts

- [What is an internal note?](https://gopromotenow.com/help-centre/internal-note)
- [How do I assign a conversation?](https://gopromotenow.com/help-centre/assign)
- [How do labels work?](https://gopromotenow.com/help-centre/labels)
- [What does Mark resolved do?](https://gopromotenow.com/help-centre/resolve)
- [Can I delete a conversation, and undo it?](https://gopromotenow.com/help-centre/delete-conversation)
- [How do I find a conversation?](https://gopromotenow.com/help-centre/find-conversation)
- [What do Customer started, You started and System mean?](https://gopromotenow.com/help-centre/started-by)
- [Are there keyboard shortcuts?](https://gopromotenow.com/help-centre/shortcuts)

### Quick replies and automatic messages

- [How do I save replies we send again and again?](https://gopromotenow.com/help-centre/quick-replies)
- [Can a new customer get an automatic welcome?](https://gopromotenow.com/help-centre/greeting-message)
- [Can customers get a reply when we are closed?](https://gopromotenow.com/help-centre/away-message)

### Catalog

- [How do I set up my catalog?](https://gopromotenow.com/help-centre/catalog-manage)
- [How do I send catalog items to a customer?](https://gopromotenow.com/help-centre/catalog-send)
- [Can I share my whole catalog as one link?](https://gopromotenow.com/help-centre/catalog-public-link)
- [Can I bring my rooms in from GoPGMS?](https://gopromotenow.com/help-centre/catalog-import-gopgms)

### History from GoPGMS

- [What is GoPGMS history?](https://gopromotenow.com/help-centre/history-what)
- [How do I get history switched on?](https://gopromotenow.com/help-centre/history-switch-on)
- [Why can’t I reply to those conversations?](https://gopromotenow.com/help-centre/history-read-only)
- [How do I get my own number?](https://gopromotenow.com/help-centre/own-number)
- [Can GoPGMS send reminders and receipts from our WhatsApp number?](https://gopromotenow.com/help-centre/gopgms-from-own-number)
- [Can I set our rent reminders from here?](https://gopromotenow.com/help-centre/reminder-preferences)
- [Is everything GoPGMS sends copied, and do replies show?](https://gopromotenow.com/help-centre/history-included)
- [How long is history kept?](https://gopromotenow.com/help-centre/history-kept)

### Plan and pricing

- [What does GoPromoteNow cost?](https://gopromotenow.com/help-centre/cost)
- [What plans are there, and how does the free trial work?](https://gopromotenow.com/help-centre/plans-and-trial)
- [How do I pay, and which payment methods can I use?](https://gopromotenow.com/help-centre/how-to-pay)
- [Where do I put the address for my invoices?](https://gopromotenow.com/help-centre/billing-address)
- [What happens when my plan or trial ends?](https://gopromotenow.com/help-centre/plan-ends)
- [What does it cost to reply to someone?](https://gopromotenow.com/help-centre/reply-cost)
- [What does Meta charge for?](https://gopromotenow.com/help-centre/meta-fees)
- [Will my plan change without warning?](https://gopromotenow.com/help-centre/told-first)
- [Is GoPGMS history charged?](https://gopromotenow.com/help-centre/history-cost)

### Privacy, security and policies

- [Who can see my customers’ messages?](https://gopromotenow.com/help-centre/who-sees)
- [Can our support team see my inbox?](https://gopromotenow.com/help-centre/support-session)
- [How is the connection to my number protected?](https://gopromotenow.com/help-centre/credentials)
- [Is my conversation data encrypted?](https://gopromotenow.com/help-centre/conversations-encrypted)
- [Which devices are signed in, and how do I sign one out?](https://gopromotenow.com/help-centre/signed-in-devices)
- [What do I agree to before using a workspace?](https://gopromotenow.com/help-centre/terms)
- [What are Meta’s main rules, and why does my quality rating matter?](https://gopromotenow.com/help-centre/meta-rules)
- [Can I get my conversations out?](https://gopromotenow.com/help-centre/export)
- [What if I stop using GoPromoteNow?](https://gopromotenow.com/help-centre/stop-using)

### Troubleshooting

- [Not delivered: “More than 24 hours have passed since this customer last wrote…”](https://gopromotenow.com/help-centre/error-24-hours)
- [Not delivered: “This number is not on WhatsApp, or cannot receive messages right now.”](https://gopromotenow.com/help-centre/error-not-on-whatsapp)
- [Not delivered: “The number of values sent does not match the template’s variables.”](https://gopromotenow.com/help-centre/error-values-count)
- [Not delivered: “Meta does not have this template in this language…”](https://gopromotenow.com/help-centre/error-template-language)
- [Not delivered: “A value is not in the format the template expects.”](https://gopromotenow.com/help-centre/error-value-format)
- [Not delivered: “Meta refused one of the values sent…”](https://gopromotenow.com/help-centre/error-value-refused)
- [Not delivered: “Meta is limiting how fast this number can send.”](https://gopromotenow.com/help-centre/error-rate-limit)
- [Not delivered: “Meta held this message back to protect the customer from too many business messages.”](https://gopromotenow.com/help-centre/error-too-many)
- [Not delivered: “Meta limited this number because too many people blocked or reported its messages.”](https://gopromotenow.com/help-centre/error-number-limited)
- [Not delivered: “This person has stopped marketing messages from you.”](https://gopromotenow.com/help-centre/error-stopped-marketing)
- [Not delivered: “Too many messages to this person in a short time.”](https://gopromotenow.com/help-centre/error-sending-too-fast)
- [Not delivered: “This is the number the message is sent from, so it cannot receive it.”](https://gopromotenow.com/help-centre/error-own-number)
- [Not delivered: “Meta has paused this template because of its quality.”](https://gopromotenow.com/help-centre/error-template-paused)
- [Not delivered: “Meta has disabled this template because of its quality.”](https://gopromotenow.com/help-centre/error-template-disabled)
- [Not delivered: “Meta has restricted this number for breaking its policies.”](https://gopromotenow.com/help-centre/error-number-restricted)
- [Not delivered: “Meta has locked this WhatsApp Business Account.”](https://gopromotenow.com/help-centre/error-account-locked)
- [Not delivered: “There is a problem with the payment method on this WhatsApp Business Account.”](https://gopromotenow.com/help-centre/error-payment-method)
- [Not delivered: “Meta could not fetch or accept the file for this message.”](https://gopromotenow.com/help-centre/error-media-file)
- [Not delivered: “The WhatsApp connection for this number has expired…”](https://gopromotenow.com/help-centre/error-connection-expired)
- [Not delivered: “You do not have the necessary permissions to send messages on behalf of this WhatsApp Business Account.”](https://gopromotenow.com/help-centre/error-no-permission)
- [My message has shown one tick for a long time.](https://gopromotenow.com/help-centre/one-tick)
- [Customers say they messaged me, but nothing arrived.](https://gopromotenow.com/help-centre/nothing-arriving)
- [I did not get my invitation or password email.](https://gopromotenow.com/help-centre/missing-email)

## Still have a question?

Ask us on WhatsApp and a person from our team answers, or write to us by email. If you would rather see the answer than read it, the live demo is the whole product on sample data, with no sign-in and nothing sent to anyone.

[Start free trial](https://gopromotenow.com/signup)

[Contact us](https://gopromotenow.com/contact)

[Chat with us on WhatsApp](https://wa.me/918555056745?text=Hi%2C%20I'd%20like%20to%20know%20more%20about%20GoPromoteNow)