Find out if your customer's contact number is valid or not in this guide to help you better understand message delivery errors in Zenvia Conversion.

Possible Message Delivery Errors

a. Invalid WhatsApp Number

When adding a new contact and trying to send a message template to start a conversation in the Conversations tab, the following message may appear:

"This number is not linked to a WhatsApp account and cannot receive messages."

This happens because the added number does not have an active WhatsApp account, so it will not be possible to interact through this channel.

💡 Tip: If you created the contact manually, make sure to review the number and check if it is correct. If the customer came through a campaign or online form, it is possible they left a landline (without WhatsApp) or an incorrect number.

b. Wrong or Non-Existent Number

You can always try checking if the customer's number is linked to a WhatsApp account to be contacted.

To do this, go to wa.me/(customer number) and WhatsApp will redirect you to your personal WhatsApp to send a message to that number.

For example, if the contact number is +55 98765-4231, you should access wa.me/55987654231, removing slashes and spaces.

Likewise, you can use this technique to create a contact link for your WhatsApp number to share with your customers, as explained in the article How to create a link with your WhatsApp number.

When accessing the link with the customer’s number as explained above, you will most likely see the following message:

"The phone number shared via URL is invalid."

c. Geographical Restrictions

⚠️ Attention: Due to restrictions imposed by WhatsApp/Facebook, numbers that have as origin or destination the following countries (Crimea, Cuba, Iran, North Korea, and Syria) cannot be used in Zenvia Conversion.

d. Incorrect Number Format

Make sure the phone number is entered in the correct international format. Phone numbers without the country code or with spaces and special characters may cause message delivery failures.

For example, numbers like (123) 456-7890 should be converted to the format +551234567890 to be valid on WhatsApp.

e. Message Not Delivered

If you try to send a message and it is not delivered, it may be due to the recipient's device connectivity issues, blocked number, or privacy settings that prevent messages from unknown numbers.

Suggested Actions

• Check the Number: Make sure the number is in the correct format and that the contact has an active WhatsApp account.
• Manually Correct: If the number was added manually, check if the digits are correct.
• Use Verification Tools: Use tools like wa.me to check if the number is associated with a WhatsApp account.
• Check Geographical Restrictions: Verify if the number belongs to regions restricted by WhatsApp/Facebook.
• Review Privacy Settings: Keep in mind that the recipient may have privacy settings that block messages from unknown numbers.