Summary
This help article provides a comprehensive guide to troubleshooting common error messages encountered when sending broadcasts or template messages in WATI. It covers various error scenarios, their possible causes, and actionable solutions to resolve them. The guide also includes information on Meta restrictions, template message requirements, messaging limits, and payment-related issues. If you cannot find a resolution for a specific error, the article provides details on how to contact WATI support for further assistance.
Instructions
You might run into errors while sending messages in WATI. Below are common error messages, their meanings, and troubleshooting steps.
1. The message is not delivered, and you see the following error:
“Message undeliverable”
This means WhatsApp could not deliver your message due to an issue with the recipient’s phone number.
The number may not be associated with a valid WhatsApp account.
The country code might be missing.
The recipient may be using an outdated version of WhatsApp.
The recipient has not accepted WhatsApp’s latest Terms of Service and Privacy Policy.
Please visit this link to accept the latest Terms of Service.
2. The message is not delivered, and you see the following error:
“Message undeliverable as Meta has restricted it for higher quality messaging - retry again in a few days.”
If you’re sending a marketing template, note that Meta imposes restrictions on such messages. Please refer to this guide to learn more about these restrictions.
3. The user’s number is not reachable, and you see the following error:
“User’s number is part of an experiment”
Since June 14, 2023, Meta has been running experiments where about 1% of WhatsApp users do not receive marketing template messages from businesses unless they have initiated the conversation first. If this happens, you’ll need to contact the customer through another channel and ask them to message you, allowing you to send the marketing template within the 24-hour window.
4. You are not able to send the messages and see one of the following errors:
“Spam rate limit hit”
"Message failed to send because there are restrictions on how many messages can be sent from this phone number. This may be because too many previous messages were blocked or flagged as spam."
This error indicates that the number of messages sent from your account has exceeded the Messaging Limit set by WhatsApp (e.g., 2k/10k/100k contacts per 24 hours). Once the 24-hour window resets, you can continue sending messages. Your messaging tier will automatically increase over time based on your message volume and quality rating. Check your messaging limit in Broadcast Analytics or on the Channel status page. Messaging limit is an automated process from WhatsApp based on your messaging volume history and quality ratings.
5. You are not able to send messages and see the following error:
"Account has been locked."
Check if your account is currently restricted or disabled by Meta.
If restricted, you can raise an appeal to Meta.
Reviews typically take 24-48 hours.
If the restriction has been lifted but the error persists, contact us for further assistance.
6. You cannot use a template and see one of the following errors:
"Check your template, it cannot have typos or blank text"
Ensure that the template is correctly formatted and contains no blank fields.
"Missing customer attributes - check contact information"
Verify that all necessary customer information has been included in your message.
"Missing information - please check template media or contact information"
Ensure that all required parameters/variables are properly filled when sending a template message.
If using a dynamic header, always define a value for the header.
Avoid using newlines, tabs, or more than four consecutive spaces in template parameters and carousel content.
Some variables are specific for Shopify or WooCommerce integration, some variables can only be used for specific automated messages.
7. The message failed to send and you see the following error:
"Message failed to send because there were one or more errors related to your payment method"
If you recently created an account or migrated from another BSP to WATI, ensure that you followed the correct onboarding steps.
You may need to create a new WhatsApp Business Account and redo the onboarding process.
8. You are not able to use a template and see one of the following errors:
"Template name does not exist"
OR
"Template status is paused or disabled, can't be sent."
Newly approved templates may take 15-30 minutes to appear in Facebook's records.
WhatsApp may have disabled the template due to a low-quality rating.
Check this status in WhatsApp Manager in your Facebook Business Account.
You can resubmit the content as a new template and see if WhatsApp approves it. Once it is approved, you will be able to use it again.
If the template has been deleted, you may need to resubmit it as a new template.
If sending through API, check for typos in the template name.
9. You are seeing the following error about the message:
"Translated text too long."
Check the message that you sent and make sure the character count does not exceed the formatting rules:
Ensure your message meets the following character limits:
Header and Footer: 60 characters
Body: 1024 characters
Visit Website dynamic button: 2000 characters
Formatting symbols also count towards the character limit.
10. You are trying to send a message via API and see the following error:
"Not enough required request Parameters to send template XYZ"
If sending a template message via API, ensure that all parameters and values are correctly set.
Check for typos in parameter names.
We've compiled a library of API recipes to help you get the most out of WATI. You can find them here.
11. You are trying to send a message via API and see the following error:
"Number of parameters does not match the expected number of params!"
If you updated the number of parameters in WhatsApp Manager, you must submit a new template instead of modifying an existing one.
12. You are trying to send a media and see the following error:
"Media upload error"
Ensure the uploaded media meets WhatsApp’s supported media guidelines:
Images: Must be 8-bit, RGB or RGBA.
Videos: Must use H.264 video codec and AAC audio codec. Only one audio stream is allowed.
Documents: If used as a template header, only PDF format is supported.
If a video meets the size limit but still fails, try converting it using an online converter to resolve codec issues.
13. You cannot contact a user and see the following error:
"Generic user error"
This is an unknown error from Meta for newly approved templates.
Try resubmitting the template and see if the issue is resolved.
14. You cannot use a template and see the following error:
"Content in this language already exists"
Check if another approved template has the same name.
Deleted templates remain pending deletion for 30 days, preventing the reuse of the same name within that period.
You cannot send a broadcast message and see the following error:
"Insufficient credits"
Ensure you have sufficient credits for the broadcast.
Verify that all contacts have the correct country codes added.
Frequently Asked Questions (FAQs)
Message delivery and account issues
1. Why do I see “Message undeliverable”?
WhatsApp couldn’t deliver your message due to issues with the recipient’s number—such as an invalid number, missing country code, outdated WhatsApp version, or unaccepted Terms of Service.
2. Why do I see “Message undeliverable as Meta has restricted it”?
Meta sometimes restricts marketing templates to maintain message quality. Try sending again after a few days or review Meta’s messaging restrictions.
3. What does “Spam rate limit hit” mean?
Your account reached WhatsApp’s messaging limit (e.g., 2k/10k/100k messages per 24 hours). Once the 24-hour window resets, you can resume sending.
4. What should I do if my account is locked?
If Meta restricted or disabled your account, you can appeal the decision. Reviews usually take 24–48 hours. If the issue continues, contact WATI support.
Template and media issues
5. Why can’t I send a template message?
This can happen if the template has typos, blank fields, missing parameters, or a paused/disabled status. Check the template format, fill all variables, and ensure it’s approved in WhatsApp Manager.
6. What does “Translated text too long” mean?
Your message exceeds WhatsApp’s character limits. Make sure your text follows these limits:
Header/Footer: 60 characters
Body: 1024 characters
“Visit Website” button: 2000 characters
7. Why do I get a “Media upload error”?
Your file may not meet WhatsApp’s format rules. Ensure:
Images are 8-bit RGB or RGBA
Videos use H.264 and AAC codecs
Documents (used as headers) are PDFs
Payment and credit issues
8. What does “Insufficient credits” or “payment method error” mean?
You might not have enough credits or haven’t completed the correct onboarding steps after migrating your account. Check your credits and verify your WhatsApp Business onboarding process.