Support policy

This policy describes the support every business using our WhatsApp services receives. It forms part of our terms of service.

How to reach us

• WhatsApp: +966 50 516 4551, the fastest way.
• Email: btmk.fm@gmail.com.

How fast we respond

• Urgent: the auto-reply has stopped, is sending wrong information, or customers are getting two replies. We start on it as soon as we see it, any day, and fix faults on our side within 24 hours.
• Changes: new prices, new products, or a change to what the auto-reply says. Usually done within two working days.
• Questions: answered on working days.

Things we watch ourselves

We watch for a connected number that stops receiving or answering messages, and we tell you if Meta changes a number’s status or quality rating, or rejects a message template.

What helps us fix things faster

• The customer number involved, and roughly when it happened.
• A screenshot of the chat.
• What you expected the reply to be.

What is outside our control

Meta decides on number restrictions, quality ratings and template approvals; we help you respond, but cannot overrule them. Problems with your phone, its WhatsApp app, or your internet connection are also outside our support, though we will tell you what we see.