WhatsApp Official Message Delivery Issues & Solutions
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Picky Assist Help Desk
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You may not see a 100% delivery rate for WhatsApp official messages due to various WhatsApp messaging and anti-spamming policies. In this session, we will explain common issues and their solutions.
We would like to inform you that Picky Assist does not have any control over the delivery of WhatsApp messages. Our responsibility is to submit the messages to the WhatsApp server in accordance with their technical guidelines, while WhatsApp decides whether the message should be delivered, throttled, or rejected.
WhatsApp has very strict anti-spamming policies powered by Artificial Intelligence (AI) and Machine Learning (ML). Based on our experience, these systems work with 90% accuracy. Therefore, please ensure that you follow the best practices guide while sending messages via WhatsApp. Make sure you are sending messages only to Opt-in Customers with highly relevant content.
You can check all outgoing message reports from your Broadcaster -> Reports section, as shown below:
Click on "Detailed Report" to get the error message details. In most cases, WhatsApp provides error codes.
If you believe that your message delivery ratio is very poor, even if you have an opt-in customer base, or if you are unable to understand the errors you are receiving, please provide the following details when contacting our support:
Your registered email address
Your project name
The channel ID where you are facing issues
The message push ID associated with the problem
A sample number from that push ID with the issue
A brief description of the problem you are facing
Kindly send the above details to support@pickyassist.com, and our team will check and respond within 24 hours.
The “Submitted” status means that Picky Assist has submitted the message to WhatsApp for delivery, and they have acknowledged it by providing a message ID. The message is awaiting final delivery. This could happen if the WhatsApp user is temporarily experiencing internet issues or is not using WhatsApp at the moment. This status may change after a few hours or days to either “Failed” or “Delivered,” and sometimes it may not change at all.
There are several reasons for this error, as outlined below:
The message was not delivered to ensure a high-quality user experience. WhatsApp imposes a maximum limit on the number of marketing template messages a contact can receive within a certain timeframe across all businesses. You can read more about this here: Per-User Marketing Template Message Limits.
Other possible reasons include:
The recipient's phone number is not a valid WhatsApp number.
Sending an authentication template to a WhatsApp user in India (+91 country code) is currently not allowed. Authentication templates cannot be sent to WhatsApp users in India.
The recipient has not accepted the latest Terms of Service and Privacy Policy.
The recipient is using an outdated version of WhatsApp. They must update to one of the following versions or later:
Android: 2.21.15.15
SMBA: 2.21.15.15
iOS: 2.21.170.4
SMBI: 2.21.170.4
KaiOS: 2.2130.10
Web: 2.2132.6
Solution
Using a non-WhatsApp communication method, ask the WhatsApp user to:
Confirm that they can send a message to your WhatsApp business phone number.
Confirm that they have accepted the latest Terms of Service (they can check this by going to Settings > Help, or Settings > Application Information, which will prompt them to accept the latest terms/policies if they haven't done so already).
Update to the latest version of the WhatsApp client.
This mostly happens if you are using the WhatsApp Cloud API, where your credit card is billed directly through WhatsApp on your Facebook Business Manager. Please follow the steps below:
Review About Billing for Your WhatsApp Business Account and verify that you have set up billing correctly.
Payment account is not attached to a WhatsApp Business Account.
Credit line is over the limit.
Credit line (Payment Account) is not set or active.
WhatsApp Business Account is deleted.
WhatsApp Business Account is suspended.
Timezone is not set.
Currency is not set.
Messaging for request (On Behalf Of) is pending or declined.
Exceeded conversation free tier threshold without a valid payment method.
If you are using Picky Assist Fully Managed Service and getting this error, please contact support at support@pickyassist.com.
The number of variable parameter values included in the request does not match the number of variable parameters defined in the template. See the Message Template Guidelines and make sure the request includes all the variable parameter values defined in the template.
The template may not exist in the specified language, or it has not been approved. Make sure your template has been approved and that the template name and language locale are correct. Please ensure you follow the Message Template Guidelines.
The message was not sent as part of an experiment. For more details, see the Marketing Message Experiment guide: Marketing Message Experiment
This message was not delivered to maintain healthy ecosystem engagement. Do not retry immediately if you receive this error code and suspect it is due to a limit. Instead, retry after increasingly larger time increments until the message is delivered, as the limit may be in effect for varying periods of time. For more details, see Per-User Marketing Template Message Limits: Per-User Marketing Template Message Limits
This error occurs because, according to WhatsApp's messaging policy, you can only send free-form messages to a contact if they have contacted you within the last 24 hours. If you are receiving this error, you will need to use a WhatsApp template to send the message.
