Messages aren't arriving
Always start with Marketing › Messaging › Messages (what was sent and in what status) and Marketing › Messaging › Communication Errors (why it failed). Both require the Outbound Messages permission.
First, locate the message
- In Marketing › Messaging › Messages, Outgoing tab, find the member with Search... and look at Delivery Status.
- If the status is Failed, Bounced or Dropped, open Marketing › Messaging › Communication Errors.
- Filter by Channel and Direction, and search by Recipient. Read Error Code and Error Message.
Symptoms and causes
| Symptom | Likely cause | What to do |
|---|---|---|
| Lots of WhatsApp errors at once | Restricted account or disabled template | See Meta health: quality, tier and Account Review Status |
| The account is restricted | Meta limits the number because of low quality, excess sends or opt-outs | Don't push: fix the cause. Only Meta can lift it; the platform stops sending while it lasts |
| A template gives an error | It is Pending, Rejected or Disabled | Check the Approval status and the Refuse Reason in WhatsApp |
| Only one recipient fails | Number blocked or not on WhatsApp | Don't retry. Check the contact on their Members record |
| The status stays at Pending, Queued or Sending | The send is still in progress, or there is a rate limit | Wait a few minutes. Rate limits are retried automatically |
| Simulated status | It is a test with no real send | Check that the send is not a simulation |
| The WhatsApp channel doesn't appear or can't be connected | Your edition doesn't include the WhatsApp Channel feature (Growth and Enterprise) or the permission is missing | See Editions and features and Connect WhatsApp |
| You can't create more channels | You have reached your edition's channel limit | See the limits in Editions and features |
| The WhatsApp link or QR leads to the webchat | The WhatsApp destination is paused | Resume it in Marketing › Channels › Meta health (Resume WhatsApp destination) or in the channel |
| Telegram doesn't write to a member | The member hasn't linked their account | They should send /start and their code to the bot. See Messaging |
| An incoming message triggers nothing | It doesn't match any keyword | Configure the Hub flow in Messaging |
| Portal access codes don't arrive | No active channel for the member | See Members can't sign in |
Before resending in bulk
If WhatsApp shows errors all at once, don't relaunch the broadcast. Resending against a degraded account worsens quality and can end in a block.
If the Meta status worsens
- Open View History and find the reading where it changed.
- Check which broadcast or campaign was going out at that time in Messages.
- Pause the suspect template or broadcast.
- Wait about 30 minutes and click Refresh Now (permission Refreshing Meta Health).
Meta can take hours to reflect a deterioration: you will see delivery failures before the quality change.