One of the template’s values isn’t allowed (a line break, a tab, or more than 4 spaces)
Clean up the field’s value in the record
WhatsApp’s servers are temporarily unavailable
Try again later
A billing problem on the account
If Meta refuses the number’s messages because of a payment problem on the WhatsApp Business account, the session’s members get a notification once, and the session shows a problem sign, with Fix billing, Meta’s link to fix it, if there is one. The session stays Working, and the sign disappears by itself when the first message succeeds.
The account is suspended or disconnected
If Meta suspends the account or removes Corteksa’s permission, the session shows Failed or Stopped with the reason. It goes back to Working by itself when the account is reactivated, or after you connect again.
On WhatsApp Web
The main reasons for failure: the session disconnecting, and limits on new chats. WhatsApp’s own text may also show, such as “Your account has been restricted”.
At a glance
Mark
Meaning
Pending
The message is in the queue
Sent (one tick)
WhatsApp’s server received it. On WhatsApp Cloud, it means Meta accepted it, not that it arrived
Delivered (two ticks)
It reached the client’s phone
Read (two blue ticks)
The client opened it, if they have read receipts turned on
Played
The client listened to the voice message
Failed
It didn’t arrive. The reason is written under the message
If something goes wrong
What you see
Why
What to do
The message is stuck at Sent
No update has come from Meta yet, or Meta dropped the message.
Wait, then check the client’s number and the 24-hour window.
A message sent from the coexistence phone has no mark
It’s an old message from before the coexistence update.
New messages show as Sent.
A real example
Shield Security Co.
The situation
9 messages failed in an hour, and a teammate resent one of them 4 times.
What they did
The supervisor read the reason: “This number isn’t registered on WhatsApp”.
He found that the numbers were landlines starting with +966 12.
The result
They corrected the clients’ numbers instead of retrying, and added a separate mobile field.
A made-up company, to show the idea. The numbers are rounded.
