FAQ

Short answers to what merchants ask most. Each links on to the page with the full story.

Getting started

Do I need a WhatsApp Business API account?

No. Wapify's shared number is a verified WhatsApp Business sender with every template already approved, and it's what you get by default. You can connect your own number later if you want to. See Choose your WhatsApp number.

How long does setup take?

About five minutes to a working COD confirmation: install, switch the automation on, pick a language, save. Connecting your own number adds roughly ten minutes plus Meta's review time.

Will installing message my customers?

No. Every automation ships switched off, and nothing is sent until you turn one on and save it.

Is there a free plan?

Yes, with no card required. It includes all seven automations with a small monthly allowance, plus campaigns to 10 recipients and revenue reporting. See Plans.

Messages and templates

Can I change the wording of the messages?

On Wapify's shared number, no — the templates are approved by Meta for every store on the number, so their wording is fixed. You can change everything the settings control, and COD Confirmation lets you append your own paragraph. On your own number you can edit any template's body and resubmit it. See Templates & Meta review.

Why do templates need approval at all?

WhatsApp only lets you message someone who hasn't written to you first using a message Meta approved in advance. It's their rule, and it applies to every tool on the platform.

Are the Arabic messages translated?

No — they're written in Arabic, in neutral spoken Arabic that reads naturally across Egypt, the Gulf and the Levant, rather than in فصحى. See Message language.

Can I send in both languages?

Yes. Set the language picker to Auto and each customer gets the language they used at checkout.

Why did a message arrive hours after the order?

Either a configured delay, or quiet hours — nothing automated goes out between 02:00 and 11:00 in your store's timezone, except COD confirmations and anything you send by hand.

Limits and billing

What happens when I hit my monthly limit?

Sending in that category pauses until the cycle resets. Nothing is charged for overage, and the other category keeps working. See Message limits.

When does my allowance reset?

On a 30-day cycle anchored to your subscription date, not the calendar month. The Plans page shows the exact reset date.

Do unused messages roll over?

No.

How do I get unlimited messages?

Connect your own WhatsApp number on the Pro plan. Meta then bills you directly per conversation, and Wapify stops counting your sends.

Where do I pay?

Through Shopify. Charges appear on your normal Shopify invoice — Wapify never asks for card details.

Can I cancel anytime?

Yes, from the Plans page. Uninstalling the app also cancels the subscription.

COD

Does Wapify cancel orders automatically?

No, and it won't. A customer tapping Cancel tags the Shopify order ❌ COD Cancelled; cancelling it stays your decision, because cancellation is irreversible and touches inventory and payments.

My COD confirmations aren't sending

The usual cause is the payment gateway name. Set the COD gateway override to your exact payment method name and place a test order.

What are the order tags for?

⚠️ COD Unconfirmed, ✅ COD Confirmed and ❌ COD Cancelled are swapped as the customer answers, so an order never carries two at once. They're reliable enough to filter on and to build Shopify automations against.

What's the customer acceptance rate?

An optional note on the order rating how often that customer has actually accepted deliveries — from your store, and across stores using the app. Off by default, and it writes a note, never a risk assessment. See COD Confirmation.

Inbox

Why can't I reply to some chats?

The 24-hour window has closed. On WhatsApp you reopen it with a template; on Messenger and Instagram you have to wait for the customer to write again.

Do free-text replies count against my allowance?

No. Meta doesn't bill service messages inside the 24-hour window, so Wapify doesn't count them. Template sends do count.

Does the AI reply to customers by itself?

Never. It drafts suggestions you edit and send. It also never places an order or links one on its own.

Can I see the Inbox on a plan below Pro?

Yes — read-only. You can open chats, read history and see customer profiles. Sending needs Pro.

Reviews and storefront

Are reviews published automatically?

No. Every review arrives Pending and reaches your storefront only when you approve it.

Why isn't the reviews section on my product page?

The theme block hasn't been added, or the reviews are still Pending. See Reviews on your storefront.

Do I need to reinstall the widgets after changing themes?

Yes. Theme blocks and app embeds are per theme.

Data and privacy

Can other stores see my customers?

No. Your customers, chats, orders and reviews are yours alone. "Shared number" refers to the sending phone number, not to data.

What is shared across stores?

Only delivery outcomes for the acceptance-rate feature, stored against a one-way hash of the phone number — never the number itself, never a name, never an order. It can't be reversed into a customer list, and it's disclosed in the privacy policy.

Does Wapify track whether customers read messages?

No, deliberately, anywhere in the app. Replies are the engagement metric.

What happens to my data if I uninstall?

Sending stops and any subscription is cancelled. Data is retained briefly so a reinstall can resume, then deleted in line with Shopify's requirements. You can also request deletion directly — see the data deletion page.

Still not answered?

Try Troubleshooting, or message the team on WhatsApp at +20 109 044 8833, Saturday–Thursday, 10:00–19:00 (GMT+2).