Sending & delivery problems

Why were some recipients missing from my campaign?

An imported audience is not a guarantee that every row is sendable. Check the import result, selected audience, number format, and any duplicate or suppressed entries. A recipient's saved profile also does not establish marketing consent. Compare the campaign's recipient results with the intended audience before importing the file again. Identify a redacted example and the reason shown for its exclusion. If those disagree, report the import and campaign references to support. Do not attach the entire customer list when a small reviewed example explains the problem.

Last updated on Oct 04, 2026

Why has my campaign not started sending?

Check the campaign's saved state and recipient results, not only the launch button. Launch still depends on an eligible sender, connection, funding, current access, and recipient safeguards. A saved campaign is different from a running one. Read the specific refusal or pending reason before launching again. Confirm that the intended sender is connected and the correct team has the required credit. If a launch was accepted but no work appears, report the campaign reference, launch time, and displayed state. Do not bypass opt-outs or duplicate the campaign to work around an unclear result.

Last updated on Oct 04, 2026

Why is my campaign paused, held, or skipping recipients?

Paused, held, and skipped results describe different situations. Missing access or sender configuration can pause work; a disconnected sender or recipient safeguard can prevent an individual send. The displayed reason matters more than the label alone. Resolve that reason before resuming. Repeated resume attempts do not override funding, limits, or opt-outs. Check whether the affected result is campaign-wide or specific to recipients. Send support the campaign reference, time, and a redacted reason if the saved state does not match the blocker you resolved.

Last updated on Oct 04, 2026

Why is a recipient still suppressed after they replied again?

A later reply is not automatic permission to remove every suppression. Manual, file-import, and API suppressions are not cleared by a campaign opt-in reply. Turning off keyword capture also does not erase existing opt-outs. Check the suppression source and the recipient's actual consent before changing anything. Automatic keyword handling depends on an eligible campaign reply, including its 30-day window and whole-keyword match. If a result seems incorrect, give support the campaign reference and a redacted timeline. Do not send to a suppressed recipient merely to test whether the block works.

Last updated on Oct 04, 2026

Why did the API accept my message but the recipient did not receive it?

An accepted request is not the same as a delivery receipt. Check the message's later status, the sender's connection, and any returned failure reason. A testing number cannot deliver to a real phone even when its simulated request succeeds. Keep the request and message references and the time of the attempt. Check the recipient and number type without sending the same message repeatedly. If no final status appears or a reported delivery conflicts with your test, send support those references and a redacted result. Do not include the customer's full message or conversation unless needed and reviewed.

Last updated on Oct 04, 2026

Why did a customer receive the same message twice?

Compare the send references first. A retry after a timeout, two running jobs, or duplicate handling in your application can create separate sends. A repeated webhook alone is not proof that WhatsApp delivered the message twice. Trace whether there were one or two accepted send requests. Where the action supports idempotency, retry the same intended action with the same key rather than generating a new one. Pause the duplicate sender and report the references and times to support. Share redacted logs, not API keys or a complete customer conversation.

Last updated on Oct 04, 2026

Why are messages taking longer than expected to arrive?

Separate time waiting to send from time waiting for delivery. Connection recovery, campaign pacing, funding, and safety limits can delay a send; an accepted message still needs a later delivery result. A healthy number does not guarantee instant delivery. Compare request, send, and delivery timestamps for a small sample. Check the campaign or message's actual pending reason. Do not increase concurrency or repeatedly resend to clear an unexplained delay. If the delay persists, give support the references, time range, and sender status so the correct stage can be investigated.

Last updated on Oct 04, 2026

Why does text send successfully but an attachment fails?

An attachment has its own requirements: the supported media type and size, a readable file, and the selected API's upload or URL contract. A successful text send does not confirm that the media was fetched or uploaded correctly. Check the attachment error and the file's accessibility without publishing a private customer file. Use a harmless test file to separate a media problem from a connection problem. Report the file type, size, time, and redacted error to support. Remove signed download links, storage credentials, and unrelated personal information from logs.

Last updated on Oct 04, 2026

Why does sending to one recipient fail while others work?

Check the failing recipient's address format and the specific returned result. Include the correct country code and follow the selected endpoint's recipient format. Also check suppression or eligibility results if the send belongs to a campaign. Do not assume the whole connection is broken because one recipient fails, or assume every failed recipient is banned. Compare a redacted failing example with a known valid test. If the result remains unexplained, send support the request reference and error. Avoid bulk retries or sharing a full contact list.

Last updated on Oct 04, 2026

Why did a later message status arrive before an earlier one?

Events and retries can reach your application at different times. Receipt order alone is not a reliable timeline of what the recipient saw. Use the message reference and event timestamps, and handle repeated events without repeating customer actions. Compare the stored message state with the incoming events before marking delivery as lost. Preserve a small redacted sequence for support if states contradict each other. Include event types, message reference, and times; omit signing secrets and customer content. Do not resend solely because an earlier event arrived late.

Last updated on Oct 04, 2026

Does a missing read receipt mean my message failed?

No. A read receipt, a delivery result, and acceptance of your send request are different evidence. Do not convert the absence of a read event into a failed-delivery result or assume that a customer has seen the message. Check the delivery status and whether your webhook subscriptions include the relevant status events. If the message has an explicit failure, use that reason. If status events are missing despite a confirmed subscription and working receiver, report the message reference and times to support. Avoid resending merely to obtain a read receipt.

Last updated on Oct 04, 2026

Why was a customer reply not treated as an opt-in or opt-out?

Automatic keyword capture applies to eligible campaign replies, not every incoming chat. The configured keyword must match as a whole keyword and the reply must meet the campaign's eligibility window. A message containing unrelated text is not necessarily the configured response. Check that capture is enabled and compare the reply time, campaign reference, and suppression source. Preserve the customer's preference while investigating; missing automation is not permission to send. Give support a redacted example and the displayed result. Do not remove an opt-out merely because the automatic capture did not run.

Last updated on Oct 04, 2026

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Why were some recipients missing from my campaign?

Why has my campaign not started sending?

Why is my campaign paused, held, or skipping recipients?

Why is a recipient still suppressed after they replied again?

Why did the API accept my message but the recipient did not receive it?

Why did a customer receive the same message twice?

Why are messages taking longer than expected to arrive?

Why does text send successfully but an attachment fails?

Why does sending to one recipient fail while others work?

Why did a later message status arrive before an earlier one?

Does a missing read receipt mean my message failed?

Why was a customer reply not treated as an opt-in or opt-out?