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Troubleshooting: WhatsApp template library unavailable

Use this page when the Browse template library tab under Templates returns 422 WHATSAPP_LIBRARY_UNAVAILABLE instead of showing Meta’s catalog. The usual cause is a disconnected WhatsApp Business Account (WABA) or a Meta access token that was revoked.

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Symptom

The Browse template library tab fails to load and the API response includes:
  • HTTP status 422
  • error code WHATSAPP_LIBRARY_UNAVAILABLE
  • an optional details.upstream_status value identifying Meta’s response
This error affects browsing the library. It does not mean that your existing approved templates were deleted.

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Meaning

The tab proxies Meta’s Graph API message_template_library edge through your connected WABA. Orbit uses the WABA connection and its Meta access token for that request. When Meta rejects the request because the connection is no longer authorized, Orbit returns WHATSAPP_LIBRARY_UNAVAILABLE rather than exposing the upstream response or access token details. A disconnected WABA, a revoked token, an expired token, or missing WhatsApp Business permissions can all prevent Meta from authorizing the request.

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Fix

Reconnect the WABA and confirm its permissions:
  1. Open Settings → Channels → WhatsApp.
  2. Select Reconnect (or Connect if the channel is shown as disconnected).
  3. Complete Meta’s authorization flow with the Business Manager that owns the WABA. Select the intended WABA and phone number when Meta asks you to choose assets.
  4. Confirm that the authorization flow grants the WhatsApp Business permissions requested for template management. If your organization manages Meta app permissions centrally, ask the Meta Business admin to approve the requested scopes before completing the flow.
  5. Return to Orbit and confirm that the WhatsApp channel shows as connected.
Do not copy an access token into a support request or paste it into the Dashboard. Reconnecting updates the stored connection without changing your approved templates.

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Verify

Return to Templates → Browse template library and retry the browse request. A successful request displays the available library templates. If the tab still fails, open the failed request’s response and note the details.upstream_status value before contacting support; do not retry a revoked connection repeatedly.

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When else this fires

Use details.upstream_status to distinguish an authorization problem from a request that Meta does not support for the library edge:
  • 401 — Meta rejected the access token. It may be expired, revoked, or no longer valid for the selected WABA. Reconnect the WABA and complete the authorization flow again.
  • 403 — Meta recognized the request but denied access to the WABA or the requested WhatsApp Business permissions. Confirm that the selected Business Manager owns the WABA and that the required scopes were approved, then reconnect.
  • 400 — Meta rejected the Graph request itself. This can indicate an unsupported or invalid message_template_library browse request for the current Meta app configuration, rather than a disconnected WABA. Check the request filters and retry once; reconnecting cannot make an unsupported Graph edge available.
A 400 is not the same as the 401 or 403 authorization failures that produce this 422 error. Include the upstream status, Orbit request ID, and time of the failed attempt when asking support to investigate.

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See also