Frequently asked questions

Short answers to common questions. Each one links to the article with the details.

Getting started

Do I need a card to start the free trial? No. You create your organisation, verify your email and connect a WhatsApp number without paying. A card is added the first time you pay for a plan. See Plans and trial.

Does IconEngage use the official WhatsApp API? Yes. IconEngage uses Meta's WhatsApp Business Platform. You connect your own WhatsApp Business Account and number through Meta's sign-up flow. See Connect your WhatsApp number.

How many WhatsApp numbers can we connect? As many as your plan allows. When you reach the limit, the app says so. Contact IconEngage to add more. See Numbers and accounts.

Messaging

Why can't I send a normal reply to a customer? WhatsApp allows free-form replies only within 24 hours of the customer's last message. After that, or if the customer has never written to you, you must send an approved template. You also can't message a contact who has opted out, and some roles can read conversations but not reply. See The 24-hour window and templates.

A message says Failed. How do I find out why? The reason is shown under the message, with Meta's error code and, where Meta gives one, a Fix in Meta link. See Messages not delivered.

Can the customer see internal notes? No. Notes are visible only to your team. The customer never receives them. See Notes.

How long does Meta take to approve a template? Usually minutes, sometimes up to a day. The status updates on its own. If Meta rejects it, see Template rejected.

Money

Who charges for WhatsApp messages? Two separate charges. Meta charges for template messages and bills them directly to the payment method on your WhatsApp Business Account. IconEngage adds a service fee on each paid message, 10% of Meta's charge by default, taken from your organisation's prepaid WhatsApp credits. See WhatsApp credits.

Do prices include GST? No. Plan prices and WhatsApp credit top-ups exclude GST; 18% GST is added when you pay and shown on your tax invoice. Enter your GSTIN under Settings › Business details to claim it as input tax credit. See GST and prices.

What happens when our trial ends? Campaigns, automations and new template messages pause until you choose a plan. Replies inside an open 24-hour window still send. Nothing is deleted. See Plans and trial.

What happens when we use up our plan's allowance? That activity pauses until the allowance resets on the date shown, or until you change plan. For messages, new messages, campaigns and automation messages aren't sent, but messages from customers still arrive. See Usage.

Will moving to a smaller plan delete anything? No. If you're over the new plan's limits, you can't add more until you're back under them. See Change or cancel your plan.

Does IconEngage store my card details? No. Card details are entered on the payment provider's own secure page. IconEngage never sees, receives or stores your card number. See Payment method.

Account and notifications

Is there a mobile app? Yes, for iPhone and Android. It covers the inbox, contacts and notifications. See Get the IconEngage mobile app.

Will the web app notify me about new messages? No. The web app doesn't send browser or desktop notifications. New messages appear in the inbox while it's open. For alerts when you're away, use the mobile app. See Notifications on your phone.

I forgot my password. What do I do? On the sign-in page, click Forgot your password? and follow the link IconEngage emails you. Changing your password signs you out everywhere else. See Sign up and sign in.

How do I turn on two-factor authentication? Go to Settings › Security. Two-factor authentication can be set up only on the web, not in the mobile app. See Security and two-factor authentication.