Question 1

Where do I find my API key, and is there a test environment?

Accepted Answer

Your API key is generated from the Authentica customer portal under API settings. Every new account starts with free trial credits, so you can test the full send and verify flow against the live API before going to production — no separate sandbox is required.

Question 2

The API returns an error (401 / 422 / 502) — what should I check?

Accepted Answer

A 401 means the X-Authorization header is missing or the API key is invalid — regenerate it from the portal. A 422 means a required field is missing or malformed (check the phone number format and method). A 502 is usually temporary — retry, and check the API status page. If it persists, contact support with the request ID.

Question 3

How do I create a WhatsApp or SMS template, and where do I find the Template ID?

Accepted Answer

Templates are created from the customer portal under the Templates section. Once a template is approved, its Template ID appears next to it in the list — pass that ID in your send-OTP request to use the custom template.

Question 4

How do I register, renew, or activate a Sender Name?

Accepted Answer

Sender Names are managed from the customer portal. Submit the registration with your CR (commercial registration) documents; renewal follows the same flow before the expiry date. Activation is completed once the operators approve the name.

Question 5

Why is my Sender Name stuck "Under Review" or failing with a Jabber API error?

Accepted Answer

"Under Review" means the request is pending operator approval, which can take a few business days. A "Failed to authenticate with Jabber API" error during registration is a temporary issue on the operator gateway — try again later, and if it keeps failing contact support so we can escalate it with the operator.

Question 6

How do I connect Nafath to my platform, and what does it cost?

Accepted Answer

Nafath integration requires a signed agreement and your company's CR documents, since access goes through the national single sign-on program. Because of the network charges involved, Nafath is priced separately from the standard packages — talk to our team and we'll walk you through the requirements and bundle it into your plan.

Question 7

The OTP isn't arriving via SMS, email, or WhatsApp — what should I do?

Accepted Answer

First check the delivery report in the portal for the message status. Common causes are an unregistered or expired Sender Name, a blocked or unreachable recipient number, or a template issue on WhatsApp. If messages show as delivered but never arrive — or your balance is deducted without delivery — contact support with the message IDs so we can trace them with the operator.

Question 8

Can I send to international numbers or use an international WhatsApp number?

Accepted Answer

Yes — Authentica supports international destinations, with rates that vary by country. If you need a dedicated international (e.g., US) WhatsApp number, contact our team and we'll confirm availability and pricing for your use case.

Question 9

Is pricing a fixed monthly plan or usage-based?

Accepted Answer

Pricing is credit-based: you buy a package of credits and one credit equals one successfully delivered verification. There's no forced monthly subscription — credits are consumed as you send, and you can top up any time. See the Pricing page for current packages.

Question 10

I recharged but the balance wasn't added — what now?

Accepted Answer

Payments usually reflect within minutes. If your balance hasn't updated, keep the payment reference and contact support — we'll reconcile the transaction and credit your account. If you received recharge alerts without ever signing up, ignore them and report the message to us so we can investigate.

Question 11

How do I get a tax invoice for a payment?

Accepted Answer

Tax invoices are available from the billing section of the customer portal after each payment. If an invoice is missing or your company details need updating, contact support with the payment reference and we'll issue it.

Question 12

How do I add a teammate or switch the dashboard to Arabic?

Accepted Answer

Team members can be invited from the account settings in the customer portal, each with their own login. The dashboard language can be switched between English and Arabic from the language toggle in the portal header.

Question 13

How do I delete my account or cancel my subscription?

Accepted Answer

Send a deletion request from your registered email to our support team. We'll cancel any active packages, close the account, and permanently remove your data in line with our privacy policy.

Question 14

How do I report a security vulnerability?

Accepted Answer

We take responsible disclosure seriously. Report suspected vulnerabilities to our team through the contact form or support email with reproduction details, and we'll acknowledge the report and follow up on its status.

Answers to our customers' most common questions

Getting started & API

Sender names

Delivery & channels

Pricing, billing & account

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