Why did my message fail to deliver?
- Inbox: a failed message is marked as failed, and the line under the bubble reads Not delivered — followed by the reason. If Tanvik blocks a send before it leaves, a Send failed message pops up with the reason.
- Campaigns: click a campaign to open its details. The Failed count sits alongside Sent, Delivered and Read. The Failure analysis tab lists the reasons, most common first, with a plain-English meaning and a suggested fix for each. The Per-message log tab shows each recipient's status.
| Error | Meaning | Fix |
|---|---|---|
| 24-hour window closed 131047 | More than 24 hours have passed since the customer last messaged you, so you can't send a free-form message | Send an approved template instead |
| Message undeliverable 131026 | The number isn't on WhatsApp, is inactive, or can't receive this message right now | Check the number has the right country code. Leave out numbers that keep failing. |
| Meta ecosystem block 131049 | Meta chose not to deliver a marketing message because the person has recently received a lot of marketing messages | Don't retry straight away. Wait at least 24 hours and send to this audience less often. |
| Spam rate limit 131048 | Your number's quality has dropped because too many recent messages were blocked or reported | Pause sending, check your number's quality under Settings → Channels & WhatsApp (Business profile tab), and review your template content and audience |
| Pair rate limit 131056 | Too many messages to the same person in a short time | Wait before messaging that person again. Other recipients aren't affected. |
| Template not found 132001 | The template doesn't exist, isn't approved, or isn't available in that language | Check the template's status under Campaigns → Templates |
| Parameter mismatch 132000 132012 | The template's variables weren't filled in correctly | Make sure every {{1}}, {{2}} placeholder has a value |
| Media download error 131052 | WhatsApp couldn't download the header image, video or document | Use a publicly accessible HTTPS link, and check the file type matches the template header |
| Unsupported message type 131051 | The recipient's WhatsApp version or device can't show this message type | Use a simpler template for this audience |
| User in experiment 130472 | Meta held back this marketing message as part of an experiment | No action needed. This isn't an error on your side. |
| Policy block / account locked 368 131031 | Meta has restricted your WhatsApp Business Account for a policy issue | Contact support. This usually needs a review or appeal with Meta. |
| Business payment issue 131042 | Meta is blocking messages because of a billing or payment problem on the Meta business account | Contact support so we can check the account's payment setup with you |
| Stopped marketing messages 131050 | This person chose to stop receiving marketing messages from businesses on WhatsApp | Don't retry with a marketing template. Reach them with a utility message or on another channel. |
| Template paused 132015 | Meta paused the template because too many people blocked or reported it | Edit the template or create a new one, wait for approval, then send again |
| Sending error | WhatsApp gave no usable reply when the message was sent, so it did not go out | Retarget the failed numbers to send again |
| Opted out / DND | The contact has opted out or is marked Do Not Disturb | Respect their choice. Only message them again if they opt back in. |
| Insufficient wallet balance | Your balance is lower than the price of the message | Add money to your wallet |
| Channel not active | Your WhatsApp connection has an error or has been disconnected | Go to Settings → Channels & WhatsApp and reconnect |
WhatsApp only allows free-form messages (text, images, documents) within 24 hours of the customer's last message to you. This is called the customer service window, or session window.
In Inbox, the reply box shows Reply window with the time left. Once it closes, it reads Reply window closed · send an approved template. Click Use template in the reply box to send an approved template instead. Templates can be sent at any time.
If a contact has opted out of your WhatsApp messages, Tanvik won't send to them. In Inbox you can also mark a conversation DND from the conversation menu ("Mark DND (stop future messages)"). Choose "Remove DND (allow messages)" only if the customer asks to hear from you again.
For campaigns, choose the Opted in only audience to send only to contacts who have explicitly opted in. Sending only to people who want your messages is also the best way to keep your quality rating healthy.
Messages that are not free are paid from your wallet. If your balance is lower than the price of a message, the send is refused with Insufficient wallet balance, unless a free message covers it. At ₹0 or below, new messages are blocked until you top up. Campaigns check your balance first: if the estimated cost is more than your balance, you can't send until you top up, and a campaign that couldn't go out shows Low balance.
To fix it, add money from the balance in the top bar or Settings → Billing & Wallet, then send again.
After fixing the cause, open the campaign's details and click Retarget … failed under Next steps. It starts a new campaign pre-filled with the failed numbers and the same template. To download the list instead, go to the Export tab and choose Failed numbers (retarget list).
If you were charged for a message and it fails, the charge is often returned to your wallet. Whether it is returned depends on the type of message and on how it failed, so not every failed message is refunded. Refunds show up as Refund entries in Settings → Billing & Wallet → Wallet → Transaction history, and you can use the Refunds filter to see only those. If the message used one of your free messages, the free message is given back instead. See Free messages and how messages are billed. Messages Tanvik blocks before sending (for example, because the window has closed or your wallet is empty) are never sent to WhatsApp.
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