My WhatsApp Template Message Failing to Send to Some Users?
Discover common reasons why WhatsApp message templates fail to send to certain users. Learn troubleshooting tips to resolve issues and ensure successful message delivery.
Last updated
Discover common reasons why WhatsApp message templates fail to send to certain users. Learn troubleshooting tips to resolve issues and ensure successful message delivery.
Last updated
If your WhatsApp template messages fail to send, follow these steps to identify the issue:
Access the Whautomate Platform
Log in to your Whautomate account.
Navigate to the Communications menu.
Select the Team Inbox menu option under the Communications section. 👇
Identify the Failed Message
Locate the contact for whom the message delivery failed.
Click on the contact to view the message history. 👇
View Error Details
Hover your cursor over the Exclamation icon next to the failed message.
A tooltip will appear displaying the error details. 👇
If a broadcast message fails, follow these steps to identify the failed participants and the reasons for failure:
Access the Broadcast Analytics
Log in to your Whautomate account.
Navigate to the Broadcasts menu under the Communications section. 👇
View Failed Participants
Select the specific broadcast for which you want to check the status.
Click on the View Analytics option for the selected broadcast. 👇
Export and Review Data
Hover over the ❗ Exclamation icon next to the failed recipient's message status to view the error reason.
Alternatively, click the Export Data button to download the broadcast data. 👇
Open the exported file and review the details to identify participants for whom the message failed, along with the failure reasons. 👇
Note: For a list of common error reasons and their solutions, refer to the sections below. 👇
Reason: The request included one or more unsupported, misspelled, or incorrectly formatted parameters.
Solutions:
Double-check that all parameters match the expected format and data type.
Reason: The message was not sent as part of an experiment.
Starting June 14, 2023, around 1% of WhatsApp users will not receive marketing template messages unless:
A customer service window is open.
An open marketing conversation exists.
An open free-entry point conversation exists.
Messages to these users will fail with error code 130472 and won’t be billed. Resending will result in the same error.
Solutions: Contact the customer via non-WhatsApp methods and ask them to message you, allowing you to resend the message within the customer service window.
Reason: Unable to deliver the message. Potential causes include:
The recipient's phone number is not a valid WhatsApp number.
The recipient is located in India (+91 country calling code) and is being sent an authentication template, which is not supported for Indian users.
The recipient has not accepted the new Terms of Service and Privacy Policy.
The recipient is using an outdated version of WhatsApp.
Required versions:
Android: 2.21.15.15
SMBA: 2.21.15.15
iOS: 2.21.170.4
SMBI: 2.21.170.4
KaiOS: 2.2130.10
Web: 2.2132.6
Solutions:
Use another communication method to contact the recipient and:
Confirm they can send messages to your WhatsApp business number.
Confirm they have accepted the latest Terms of Service (Settings > Help, or Settings > Application information will prompt them to accept the latest terms/policies if they haven't done so already).
Check Blocked Contacts: Ensure your business number isn’t on their blocked list:
Go to Settings > Privacy > Blocked Contacts.
Ask them to update their WhatsApp to the latest version.
Reason: There was an issue with the payment method related to your account.
Solutions:
Check the About Billing For Your WhatsApp Business Account section and verify your billing setup.
Common issues include:
No payment account is attached to the WhatsApp Business Account.
No active or set credit line (Payment Account).
WhatsApp Business Account is deleted or suspended.
The timezone or currency is not configured.
Exceeded the conversation free tier threshold without a valid payment method.
Reason: The message was not delivered to maintain a healthy ecosystem and engagement standards.
Solutions:
Avoid retrying immediately if you receive this error code and suspect it is due to the delivery limit. Retry after gradually increasing time intervals until the message is successfully delivered.
Refer to Per-User Marketing Template Message Limits for more details on delivery thresholds.
Meta has implemented "Per-User Marketing Template Message Limits" to improve message delivery and read rates. If your messages are marked as "Undeliverable," it is likely due to these limits. Refer to the Meta Help Document for detailed explanations and error codes that notify you of such issues.
Submit Utility-Based Content: If your message is utility-related, submit the template under the "Utility" category instead of "Marketing" for better delivery success.
Initiate Customer Interaction: Ask customers to send a message to your business number first, then respond with a template message to ensure successful delivery.
Start with Fewer Conversations: Begin with a small number of conversations to improve the chances of your messages being read and delivered.
Set Up Click-to-WhatsApp Ads: Engage customers by setting up a Click-to-WhatsApp Ad. Check out our guide on how to set up a Click-to-WhatsApp Ad.
Reason: The recipient's number is blocked in the Whautomate platform, preventing messages from being sent.
Solution:
Navigate to the contact in the Whautomate platform.
Edit the contact details and check if the number is blocked.
If blocked, unblock the contact to resume sending messages to the recipient.
Some scenarios may cause a message to appear as "sent" but not "delivered." These include:
Customer Offline for Over 30 Days Messages for offline customers are held for 30 days; after that, they are not delivered.
Customer Blocking Your Business Number Customers may have blocked your business phone number or another business phone number owned by the business.
Restricted or Sanctioned Country Delivery may fail if the customer is in a restricted or sanctioned country.
By following these steps, you can improve the chances of successful message delivery and resolve common issues effectively.
