Troubleshooting
Something not working? Find your problem below. Each page explains the likely causes and what to do, in order from most to least common.
| Problem | Page |
|---|---|
| A message shows a red ! or "Failed" | Messages not delivered |
| You see an error with a code like 131026 or 132000 | Meta error codes |
| Customers' messages aren't showing up in the inbox | Number not receiving messages |
| A banner says "Token expired" or "Token no longer works" | Token expired or stopped working |
| Meta rejected a template | Template rejected |
| A flow doesn't reply | Flow not triggering |
| A broadcast is stuck on Running, Scheduled or Sent | Broadcast stuck |
| You can't sign in | Can't sign in |
| None of these help | Contact support |
Quick checks that solve most problems
- Refresh the page. Most KiliChat pages update by themselves, but a refresh never hurts.
- Check the number's connection. Admins: go to Settings → WhatsApp connection and look at the Connection checklist. Every line should have a green tick. Click Check again to re-test.
- Look for a banner at the top of the page about the Meta token. If there is one, see Token expired.
- Read the red text. Failed messages show Meta's reason. Look it up in Meta error codes.
- Make sure you're on the right number. The WhatsApp number chosen at the top of the left sidebar decides which inbox, flows and templates you see.
Who can fix what?
Some fixes need an admin (a client admin or the KiliChat team). Agents don't see the Automation pages, API & webhooks, or the WhatsApp connection tab in Settings. If a page here mentions something you can't see, ask your admin or contact us.