WhatsApp Message sending and delivery can fail for various reasons, some of them being invalid templates or outdated user opt-in statuses at the Gupshup end, and so on. Here are the most frequently occurring errors and their reasons:
Internal Errors
There are a few errors that are generated by our internal system while sending WhatsApp Messages:
| Error | Description |
|---|---|
| Personalization Failed | Occurs when Message Personalization fails and No Fallback message is set. The system will not send the message to the user and will generate the Personalization Failed error. |
| Invalid Mobile Number |
Occurs in the following scenarios:
|
| Users removed due to Global Control Group | Occurs when the user is part of the Global Control group, and hence MoEngage did not send any message to the user. |
| Rejected because of DND | Occurs when the user qualifies for an event-triggered message during the configured DND hours. MoEngage will not send the message to the user in such a case. |
| Not sent due to campaign level min delay | Occurs when the user qualifies for two messages or messages from the same campaign, but the message is not sent because of minimum delay settings in the campaign. |
BSP/WSP Errors
Messages may fail to be delivered because of the errors recognized by the WhatsApp Service Provider (WSP) as soon as MoEngage hands over a WhatsApp Message to WSP to deliver to the end-user.
The following is the list of errors:
| info |
Information This list is not exhaustive. Reach out to the vendor's Account Manager if you see exceptions and need more information. For Infobip, refer to the documentation here. |
| Error Message | Description | Resolution |
|---|---|---|
| Message does not match WhatsApp HSM template or INTERACTIVE BUTTON TEMPLATE MISMATCH | Occurs due to a problem with template data. Either the parameters sent in the template are not expected, or the template you have added on MoEngage does not match what was approved on the vendor end. | Check and update the template in MoEngage with the approved template on the vendor's portal. |
| Authentication failed due to invalid userId or password | Occurs when you have added an invalid user ID or password while adding Gupshup sender on MoEngage. Reach out to the Gupshup team to validate the same. |
Check the User ID and Password provided for adding the sender.
Note: Always add the User ID for your WABA configuration (not the Gupshup portal login details). User ID typically is in a 2xxxxxxxxx pattern. |
| UNKNOWN_SUBSCRIBER: Unknown/invalid number/does not exist on WhatsApp or Phone number not subscribed | Occurs when the user's number saved on MoEngage is not a WhatsApp Number. |
Check if the mobile number is valid and if the mobile number exists on WhatsApp.
To exclude such users from future campaigns, update the OPTIN status to False in the MoEngage platform. |
| The method "SENDMESSAGE" is not supported | Occurs when your WhatsApp Phone number saved with MoEngage as Sender is not a valid number. Reach out to the Gupshup team for more details. | Check the sender number, that is, WABA business number. If it's the same, reach out to your vendor. |
| The "INTERNATIONAL_PHONE" service is disabled for you. Kindly get the service enabled before using this action | Occurs if you are trying to send the message to an international number and the service is not enabled for your WhatsApp Business Number. Reach out to Gupshup to get the international service enabled. | Please contact your vendor to enable the international service for your account. |
| Message length exceeded. The Max limit for type TEMPLATE is 1024 | Occurs because the length of the body text has exceeded the prescribed limit of 1024 characters. | Reduce the body text to less than 1024 characters. |
| WhatsApp connector API generic failure | Occurs if you did not add the valid URL in Infobip's WhatsApp sender details. | Check for the Infobip URL to start with the https:// prefix. |
| Generic Error from Gupshup | Occurs when the exact error details are not shared by the vendor. | Please contact your vendor to check the exact error. |
| Invalid credentials | Occurs when the authentication details are not valid. | Check the authentication details and if the issue still persists, please contact your vendor. |
| Invalid phone number or Invalid mobile number | Occurs when the user's number saved on MoEngage is not a valid mobile number or not a valid WhatsApp number. |
Check if the mobile number is valid and if the mobile number exists on WhatsApp. |
| Mobile number is not Opted In | Occurs when the user's number saved on MoEngage is not opted-in for receiving WhatsApp messages. |
If you have the consent of the user, update the opt-in status on MoEngage and business service provider (BSP). |
| Validity of your SMS pack has expired | Occurs when the validity of your SMS or WhatsApp has expired for that sender ID or WABA number. |
Please contact your vendor to extend the validity of your pack. |
| WA Compatibility | Occurs when the user is on an older version of WhatsApp or when their phone number is no longer registered with WhatsApp. |
This would resolve automatically after the user has updated to the latest version of WhatsApp. |
| User Part of Experiment | Occurs when the message does not get delivered due to Per-User marketing template message limits of WhatsApp. |
You can create high quality experiences by using some of the practices listed here. |
| invalid destination source | Occurs when the IPs are not whitelisted at your WhatsApp BSP/WSP end. |
To configure static IPs, refer here. |
| info |
Note For errors on WSP, we recommend contacting your WSP in case you need more help and guidance. |
FAQs
To configure a dynamic button link in a WhatsApp message, perform the following steps:
- Navigate to the required partner portals such as Gupshup, Infobip, Karix, Kaleyra, Exotel, AiSensy, Value First, Route Mobile, Gallabox and create a template with the button link as dynamic or dynamic link tracking option and submit the template for approval.
- After the template is approved, navigate to the MoEngage template creation screen and add the template with the dynamic or dynamic link tracking option.
- Perform the following steps while creating a campaign:
- Dynamic: Select only the values for the required values in the URL. For example, if the end user's URL for a button should be moengage.com/landingpage=whatsapp and the URL submitted for approval is moengage.com/landingpage={{1}}, select only the user attribute that selects the value as WhatsApp or SMS for the required user.
- Dynamic Link Tracking: With this option, you can enter the entire URL and click shorten & track URL. Any clicks on these links will be displayed in the click tracking section in campaign analytics.
MoEngage relies on partners to receive the delivery and read details. Check if the delivery or DLR callback is set to the required webhook URL at the partner's end.
The DLR webhook for your account can be found in the WhatsApp Sender details section.
| info |
Information It might take up to 30 minutes for the campaign analytics to display the analytics. |
MoEngage relies on partners to receive the click details. Check if the messages or inbound callback is set to the required webhook URL at the partner's end.
The inbound webhook URL is the same as the DLR callback webhook URL. The inbound webhook URL for your account can be found in the WhatsApp Sender details section.
| info |
Information It might take up to 30 minutes for the campaign analytics to display the analytics. |