🚫 Error: "Make sure the country code and the number..."
In this article we explain why this error may appear when trying to send a template in Atom and show you how to verify and correct the format of your database to ensure successful delivery.
❓ Initial Context
When you try to send a template or create a client through Atom, it is possible that the system stops the action and displays the following alert message: "Make sure the country code and the number entered are correct."
This error commonly occurs when the phone number format is entered redundantly or with unrecognized characters, which prevents the platform from routing the message to the WhatsApp network correctly.
🛠️ Troubleshooting: Step by step to fix the error
Before reporting a failure, review these key points when entering the number in the platform:
Use the fields separately (Golden Rule): The platform has two separate fields. You must select the country from the "Country Code" dropdown menu (the system will add the "+" symbol and the code automatically).
In the "Phone" box, you must enter exclusively the local number. Do not add the country code or the "+" symbol again in this second box.
Check the numeric format: The local phone number should be entered as a clean text string, without additional characters, spaces, dashes, or parentheses.
❌ Incorrect in the Phone box:
+57 312 123-4567or573121234567(duplicating the code).✅ Correct in the Phone box:
3121234567(with Colombia selected in the left box).
Use an incognito window: If the numeric format is perfect but the error persists, open an incognito window or use a different browser to rule out interference from extensions.
Clear the cache: Delete the cache and cookies from your regular browser to prevent old settings from affecting Atom's functionality.
Note: Perform periodic cleanups to ensure you always run the latest version of the application optimally.
✅ Definitive Solutions
If you identified the problem in the previous step, apply these solutions:
Standardize the registration: Train your team to correctly use the platform's selectors. The country code always goes in the dropdown list, and the text box is exclusively for the clean local number.
Validate the number's existence: Confirm that the phone number is actually registered on WhatsApp. If the number is incorrect or does not have an active account, it cannot be saved or contacted.
💼 Practical Use Case
Agent Maria Lopez tried to register the customer with the Colombian number 3298139907 and received a format error.
After reviewing the interface, she realized her mistake: She had selected the Colombia flag (+57) in the "Country Code" box, but out of habit, in the "Phone" box she entered the country code again, typing 573298139907.
The system flagged an error because it was duplicating the code (for Atom, the number was read as +57 573298139907). After correcting the phone box by deleting the initial 57 and leaving only the local sequence 3298139907, the registration was saved immediately and the template was delivered successfully.
📞 When to Contact Technical Support?
Open a ticket with our team if you experience the following:
The error persists despite filling both boxes correctly (without duplicating the code or using special characters).
You have already tried clearing cache, using different browsers and incognito windows, but the block continues.
You are certain the number is valid and receives messages on WhatsApp regularly.
To speed up your case, please include:
The exact phone number and country code you are trying to contact.
A screenshot clearly showing the error and how you filled in the boxes.
The web browser (Chrome, Edge, Safari) and operating system (Windows, Mac) you are using.
Details make the difference! 🚀
99% of the time, this error is solved simply by cleaning numbers of dashes or adding the corresponding country code. Maintaining a standardized and clean database will not only prevent you from seeing this alert, but will drastically speed up how quickly your team launches campaigns. Clean format, secure delivery! ✅