When a message is not delivered to the commercial service inbox, it is important to understand the reason for the error in order to take the correct measures.
Error messages
In the inbox, located under Sales > Customer Inbox, you will see two types of messages related to errors:
- Short and informative message: Appears below the sent message, displaying a generic error.
- Detailed explanation: The longer explanation appears next to the exclamation mark and includes guidance on what to do to resolve the issue.
If after reading the detailed explanation you still have questions, don’t worry. Below, we explain in a simple way the main errors that can occur when sending messages and how to fix them.
Common errors and how to fix them
Error | What to do |
Missing contact information to fill in the fields of the selected template. Add the information to the contact's record or select another template. | Check if the contact's record is complete (name, phone number, email, etc.). If the template requires additional information (variables), add them to the record. To edit the contact's record: Go to the Contact database, click on the contact's name, and select Edit details. |
The contact's registration contains incorrect information that prevents the message from being sent. Please check and correct the information in the registration. | Correct the contact's details, such as name, phone number, and email, as there are invalid data (e.g., nonexistent number or incorrect email). To correct the contact's registration: Go to Contact Base, click on the contact's name, and select Edit details. |
Meta has identified an issue with the template that prevents the message from being sent. Check with Meta or replace the selected template. | Contact Meta support for more information about the error. If necessary, change the message template in Settings > Message Templates > WhatsApp. |
Too many messages have been sent to this contact in a short period of time. Please wait a while before sending new messages. | Please wait a few minutes before trying to send new messages. |
The message could not be sent because this contact has blocked receiving messages. If you need to contact them, try another communication channel. | The contact has blocked message reception, which can happen either through WhatsApp settings or by clicking the "Unsubscribe" button in your sent messages. When this happens, the contact will no longer receive messages through this channel. |
The message could not be sent because it has been more than 24 hours since the last interaction with this contact. To continue the conversation, start a new message. | The WhatsApp (Meta) rule states that businesses can only send free-form messages to a contact within 24 hours of the last interaction received from that contact. Therefore, after this period, you can only resume the conversation using a pre-approved message template:
When you send a message template, an InteractionZ will be consumed, allowing unlimited exchanges with that contact for the next 24 hours. |
The message could not be sent because there was an error with the attachment. Check if the file type is supported (image, video, document) and if the size is within the allowed limit. If the problem persists, try sending the message without the attachment. | The allowed file types and maximum sizes are:
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We are currently experiencing difficulties sending messages to some contacts due to testing by Meta. Unfortunately, we have no information on when the issue will be resolved. Please try again later. | Since this is an instability in Meta's system, there is no estimated time for normalization. Try resending the message later. If the issue persists, follow Meta's official channels for possible updates. |
An unknown error occurred while sending the message. Please try again later. If the problem persists, contact our support so we can investigate. | Try resending the message later. If the issue persists, contact Zenvia through the chat with Zoe, available in the global navigation menu (top bar) of the platform. |
The message you are trying to send has been temporarily paused by Meta due to low quality. We are working to fix the issue and the message will be available soon. | This can happen when the message receives negative feedback from recipients, such as blocks or reports.
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The phone number you entered is invalid. Please check that the number is correct, including the country code, and try again. | Check if the number is correctly formatted with country code + area code + number and, if necessary, correct it before trying again. To update the contact's information: Go to Contact database, click on the contact's name, and select Edit details. |
| Your account is currently temporarily blocked by Meta. This can happen for a variety of reasons, such as violating platform policies or an error in data verification. Please try again later. If the problem persists, contact Meta Support. |
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Your account is not registered on the Meta platform. Please contact our support so we can help you with the registration process. | Confirm if your account has been properly registered in Settings > Channels > WhatsApp. If it is not yet registered, contact Zenvia through the chat with Zoe, available in the global navigation menu (top bar) of the platform, to complete the registration process correctly. |
Message Template icon.