Skip to content
Elooo CRMHelp Center Go to website

WhatsApp

Why a WhatsApp message wasn't delivered and how to fix it

In Conversations, check the message's status and error. The most common causes are a closed 24-hour window, a customer without WhatsApp or with an outdated app, a blocked number, or too many marketing messages to that customer.

Updated on

Before you start

  • Make sure your WhatsApp number is connected in Settings › WhatsApp.
  • Have the customer's number with the country code handy.
Where to find it

Conversations › customer's conversation › message status

Step by step

  1. Open Conversations and click the customer's conversation.
  2. Check the message status: sent, delivered, read, or error. If there's an error, read the description.
  3. If the error mentions 24 hours, the customer service window has closed: send an approved template.
  4. Check that the contact's number is correct and includes the country code.
  5. If it was a marketing message, check whether the customer has already received a lot of marketing messages that day. Wait and try later, or use a Utility template if the message really is a service update.
  6. If the message still doesn't arrive, ask the customer (by phone, text message, or email) to:
    • send you a WhatsApp message, which reopens the 24-hour window;
    • update the WhatsApp app to the latest version;
    • accept WhatsApp's latest Terms of Service;
    • confirm they haven't blocked your number.
  7. Send the message again.

Tips

  • WhatsApp holds messages for offline customers for up to 30 days. If the customer doesn't come online within that time, the message isn't delivered.
  • For privacy reasons, WhatsApp doesn't tell you when a customer blocks you.
  • A message can show as both "delivered" and "failed" if the customer uses several devices. If it reached at least one, it counts as delivered.

Common problems

  • Error about "more than 24 hours" since the last reply → The customer service window has closed. Send an approved template.
  • "High-quality user experience" error or message blocked to maintain quality → The customer got too many marketing messages (from various businesses) in a short time. Wait and try again later, ask the customer to message you first, or use a Utility template when it's a service message.
  • "Message undeliverable" with no other details → The number may not be on WhatsApp, may be typed wrong, the customer may have blocked you, or they've been offline for more than 30 days. Check the number and reach the customer through another channel.
  • Invalid parameter error → A template variable is badly formatted or empty. Check how the variables are filled in and the contact's details, then send again.
  • Customers in some countries never receive messages → WhatsApp for business doesn't work in Cuba, Iran, North Korea, Syria, or the Crimea, Donetsk, and Luhansk regions.

Was this helpful?