Troubleshooting Common Issues

❌ 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

❌ "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:

1. Ensure the number is NOT registered on WhatsApp or WhatsApp Business app
2. If it is, delete the WhatsApp account first
3. Verify you can receive SMS/calls on that number
4. Check that Meta Business account has no restrictions
5. Try a different browser or clear cache
6. 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