Messages not delivered
How do I find out why a message failed?
- In the inbox: a failed message shows a red ! instead of ticks. The reason is shown with it.
- In a broadcast: click Recipients. Failed people show the reason in red under their name.
- Through the API: the message's
errorfield has the reason.
The reason is Meta's own wording, sometimes with a code in brackets, like "(code 131009)". Look it up in Meta error codes.
What do the ticks mean?
| What you see | Meaning |
|---|---|
| Clock | Still sending |
| ✓ one grey tick | Sent: WhatsApp accepted it, but it hasn't reached the phone yet |
| ✓✓ two grey ticks | Delivered to the phone |
| ✓✓ two blue ticks | Read |
| Red ! | Failed |
The most common reasons
"The 24-hour window is closed. Only an approved template can be sent to this contact."
The customer last wrote more than 24 hours ago, so WhatsApp only allows a template. In the inbox the reply box says "24-hour window closed: send an approved template". Click Template and pick one. See Message templates.
"This contact has opted out"
The customer unsubscribed (for example by replying STOP). Templates, broadcasts and sequences won't go to them. If they write to you, you can reply normally within 24 hours. They can reply START to subscribe again.
"This contact is blocked. Unblock them to send messages."
Someone on your team blocked this contact. Unblock them from the contact panel in the inbox if that was a mistake.
"Message undeliverable" (131026)
WhatsApp couldn't get it to that phone. Usually:
- The number isn't on WhatsApp.
- The number is wrong or missing the country code. Indian numbers should start with
91, like919876543210. - The person is using a very old version of WhatsApp, or hasn't accepted WhatsApp's latest terms.
- The person blocked your business.
Check the number. If it's correct, there's nothing more you can do from KiliChat.
"…healthy ecosystem engagement" (131049)
Meta limits how many marketing messages each person receives from all businesses. Your message was held back. You aren't charged. Try again in a day or two, or send fewer marketing messages to the same people.
Token or permission errors (190, 200, 10)
The number's connection to Meta has stopped working, so every message fails. See Token expired or stopped working.
Template errors (132000, 132001, 132012, 132015)
Something about the template doesn't match what Meta approved, or Meta paused it. See Meta error codes.
The message is stuck on one grey tick
It was sent, but the phone hasn't received it. The phone may be off, out of internet, or the person hasn't opened WhatsApp for a while. It usually becomes delivered later.
If all your messages stay on one tick, and customers' replies aren't arriving either, KiliChat may not be getting updates from Meta. See Number not receiving messages.
The customer says they didn't get it, but it shows delivered or read
It reached their phone. Ask them to check archived chats, and to search WhatsApp for your business name. If they muted or archived your chat, new messages stay hidden there.
Many messages are failing at once
If lots of messages fail in a short time, check:
- Is there a token banner at the top of the page? See Token expired.
- Are they all the same template? The template may be paused or have a problem (132015, 132012).
- Are you sending a lot of marketing? You may have hit a Meta limit (131048, 130429). See Limits and pacing.
- Does Meta's WhatsApp Manager show a payment problem? Error 131042 means Meta can't charge your payment method.
The KiliChat team is alerted automatically when a number has many failures in a day, and we may contact you. You can always contact us.
Does a failed message cost money?
No. Meta only charges for delivered messages.