❌ Messages Not Delivering

Symptoms: Messages stuck in "Sent" status, not showing "Delivered"

Possible Causes & Solutions:

1.
Invalid phone number: Ensure the number is on WhatsApp. Send a test message to your own number first.
2.
User blocked you: If a user has blocked your number, messages won't deliver. Check your quality rating.
3.
Recipient's phone is off: Message will deliver when they come online.
4.
Rate limited: You've hit messaging limits. Wait or get verified for higher limits.

❌ Template Rejected

Symptoms: Template shows "Rejected" status after submission

Common Rejection Reasons:

• Misleading content: Template promises something you can't deliver
• Prohibited content: Gambling, adult content, illegal activities
• Wrong category: Marketing content submitted as Utility
• Variable issues: Too many variables, variable at the start
• Spelling/grammar: Poor language quality

Fix: Review Meta's template guidelines, fix the issues, and resubmit with a different template name.

❌ "Outside 24-Hour Window" Error

Symptoms: Unable to send messages, error about 24-hour window

Solution:

The 24-hour customer service window has expired. You can only send free-form messages within 24 hours of the customer's last message.

To message again: You must use an approved template message to re-open the conversation.

❌ WhatsApp Number Not Connecting

Symptoms: Connection fails during WhatsApp setup

Troubleshooting Steps:

Ensure the number is NOT registered on WhatsApp or WhatsApp Business app
If it is, delete the WhatsApp account first
Verify you can receive SMS/calls on that number
Check that Meta Business account has no restrictions
Try a different browser or clear cache
Disable any ad blockers

❌ Quality Rating Dropped

Symptoms: Quality rating changed from green to yellow/red

Why This Happens:

Users reported your messages as spam
High block rate
Low engagement on messages
Sending to uninterested audiences

How to Recover:

Pause low-performing campaigns
Improve targeting and list quality
Make content more relevant and valuable
Reduce messaging frequency
Wait 7+ days while maintaining quality

❌ Media Not Sending

Symptoms: Images, videos, or documents fail to send

Check These:

File size: Images max 5MB, Videos max 16MB, Documents max 100MB
Format: Supported formats only (JPG, PNG, MP4, PDF, etc.)
URL accessibility: If using URLs, ensure files are publicly accessible
Upload timeout: Try uploading smaller files or better connection

❌ Contacts Not Importing

Symptoms: CSV import fails or skips contacts

Common Issues:

Phone format: Include country code, no spaces/dashes (e.g., 919876543210)
CSV encoding: Use UTF-8 encoding
Headers: First row must be column headers
Duplicate numbers: Duplicates are automatically skipped
File size: Split large files into smaller batches

❌ Broadcast Stuck in "Pending"

Symptoms: Broadcast doesn't start sending

Possible Causes:

Template became inactive/rejected after broadcast creation
WhatsApp account disconnected
Messaging limits reached
Scheduled for a future time

Still Need Help?

If you couldn't find a solution to your issue:

Contact Support Chat on WhatsApp

Frequently Asked Questions

Why is my WhatsApp template rejected?

Common reasons for template rejection include misleading content, prohibited topics (like gambling), selecting the wrong category (e.g., submitting marketing as utility), improper variable formatting, or poor grammar. Review Meta's guidelines and resubmit with corrections.

What does the "Outside 24-Hour Window" error mean?

This error occurs when you try to send a free-form message to a customer more than 24 hours after their last message. To resume the conversation, you must send a pre-approved template message to re-open the 24-hour window.

How can I fix a dropping WhatsApp Quality Rating?

If your quality rating drops to Yellow or Red, immediately pause low-performing campaigns, improve your audience targeting, reduce your messaging frequency, and ensure your content is highly relevant to prevent users from reporting your messages.