How to Contact Arattai Business Platform Support
If something is not behaving as this documentation says it should, contact support with the details below.
What to Include in Your First Message
Including these details upfront saves time.
Detail | Where to find it |
Company ID | Your account page |
Business ID | The Business list, with a copy icon next to the name |
Phone number | The number involved, with its country code |
Template ID | The Templates list, with a copy icon |
Message ID | The API response, or the logs |
Timestamps | When it happened, with your time zone |
What you expected, and what happened | In your own words |
Note: For queries about a specific message, include the message ID. It lets Arattai trace the send from your API call through to its outcome.Check These First
Most issues resolve to one of these.
Symptom | Likely cause | What to do |
Verification was rejected | A detail does not match your documents, most often the legal name | Read the emailed reasons, correct, and resubmit. See How to Verify Your Company |
Template rejected | Usually the category, or placeholder sample values | Read the rejection reason, check it against Template Guidelines: What Gets Your Template Rejected |
A live template stopped sending | Restricted after user reports | Open the template and read the reviewer's comments |
Message not delivered | The recipient is not on Arattai, has blocked you, has opted out, or was offline through the retry window | Check the error and the outcome events |
Promotional sends rejected | Promotions not enabled on that number, or the customer opted out | |
Webhooks stopped arriving | A rotated secret, an expired certificate, or a paused webhook | Check the logs first. See How to Use Webhook Logs |
Webhook verification fails | The endpoint is not publicly reachable, or the certificate is not valid | |
API calls returning unauthorised | The token expired, or the OAuth client it was issued against was removed | Check the client in Access tokens and reissue the token. See How to Find Your API Credentials |
Template messages stopped | The wallet has reached its negative limit | Top up. Blocks lift immediately. See What Happens When Your Wallet Runs Out |
Cannot add a number, business or user | An unverified-account limit | |
OTP expired or too many attempts | Rate limiting on code requests | Wait and request a new code |
Contact
Email: support@arattaibusiness.in
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