Troubleshoot Common WhatsApp API Errors

Find solutions for common WhatsApp API errors on DoubleTick, including account restrictions, message undeliverability, and template issues.

Temporarily blocked for policies violations

Description:

The WhatsApp Business Account has been restricted or disabled for violating a platform policy.

Possible Solutions:

See the Policy Enforcement document to learn about policy violations and how to resolve them.

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Account has been locked

Description:

The WhatsApp Business Account associated with the app has been restricted or disabled for violating a platform policy, or we were unable to verify data included in the request against data set on the WhatsApp Business Account (e.g, the two-step pin included in the request is incorrect).

Possible Solutions:

See the Policy Enforcement document to learn about policy violations and how to resolve them.

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User's number is part of an experiment

Description

Meta occasionally run experiments to help them assess the impact of messaging on WhatsApp user experience and engagement.

Starting June 14, 2023, roughly 1% of WhatsApp users will not receive marketing template messages from any business unless one of the following conditions is met:

• A customer service window exists between the customer and the business

• An open marketing conversation exists between the customer and the busines

If you send a marketing template message to a customer who is part of the experiment group, your message will not be sent and you will not be billed for it since no conversation was created

Possible Solutions:

If you must deliver the marketing template message to the customer, Meta recommend's that you contact the customer by some other, non-WhatsApp means, and ask them to message you so you can resend the message within the customer service window.

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Something went wrong

Description:

Message failed to send due to an unknown error

Possible Solutions:

Try again. If the error persists, contact DoubleTick Support

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Message Undeliverable

Description:

Unable to deliver message. Reasons can include:

• The recipient phone number is not a WhatsApp phone number.

• Sending an authentication template to a WhatsApp user who has a +91 country calling code (India). Authentication templates currently cannot be sent to WhatsApp users in India.

• Recipient has not accepted our new Terms of Service and Privacy Policy.

• Recipient using an old WhatsApp version; must use the following WhatsApp version or greater:

  • 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

• The message was not delivered to create a high quality user experience.

Possible Solutions:

Using a non-WhatsApp communication method, ask the WhatsApp user to:

• Confirm that they can actually send a message to your WhatsApp business phone number.

• Confirm that they have accepted our latest Terms of Service (Settings > Help, or Settings > Application information 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

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Template does not exist

Description:

The template does not exist in the specified language or the template has not been approved.

Possible Solutions:

Make sure your template has been approved and the template name and language locale are correct.

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Template is Disabled

Description:

Template has been paused too many times due to low quality and is now permanently disabled.

Possible Solutions:

Create a new template with different content.

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