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.
Resolving Issues with Undelivered WhatsApp Template Messages
Meta Marketing Optimization
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.
How to Avoid the "Undeliverable" Issue
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.
Other Reasons for Delivery Issues
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.
API Error Codes and Scenarios
In some cases, the API may return an error code describing the issue. Common examples include:
Invalid Request Parameters
Integrity Errors
Customer Not Accepting Updated Terms of Service
Share this link with users to accept the latest Terms: https://wa.me/tos/20210210.
Customer Using an Outdated WhatsApp Version
Customers should update to the following versions or greater:
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
Customers in an Experimental Group
Per-User Marketing Template Limits
Messages may not be delivered to maintain a high-quality user experience.
Possible Solutions
If messages remain undelivered, use a non-WhatsApp communication channel to request the user:
Confirm Message Receipt: Verify they can send messages to your WhatsApp Business number(s).
Check Blocked Contacts: Ensure your business number isn’t on their blocked list:
Go to Settings > Privacy > Blocked Contacts.
Accept the Latest Terms of Service: Ask your customer to check and accept the latest terms:
Settings > Help or Settings > Application Information will prompt them.
Update WhatsApp to the Latest Version: Request the user to install the latest version of WhatsApp for their device.
By following these steps, you can improve the chances of successful message delivery and resolve common issues effectively.
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