BETA ALERTWhatsApp is currently a Beta Feature. If you wish to try out the feature, reach out to support@moenage.com. |
WhatsApp Message sending and delivery can fail for various reasons. Template is invalid or the user opt-in is not updated on side of Gupshup etc. Here are the most frequently occurring errors and their reasons
Internal Errors
There are few errors which are generated by our internal system while sending WhatsApp Messages:
| Error | Description |
|---|---|
| Personalization Failed | Occurs when Message Personalization fails and No Fallback message was set. The system will not send the message to the user and will generate the Personalization Failed error. |
| Invalid Mobile Number | Occurs when Mobile number field is Empty, None, N/A, undefined, null or 0 OR contains any unicode character OR Length is less than 4 OR mobile number is not convertible to E.164 format |
| Users removed due to Global Control Group | Occurs when user is part of Global Control group and hence MoEngage didn't send any message to the user. |
| Rejected because of DND | Occurs when user qualified for Event triggered message during your configured DND hours and hence MoEngage didn't send the message to the user. |
| Not sent due to campaign level min delay | Occurs when user qualifies for two or messages from same campaign but message is not sent because of minimum delay settings in your campaign |
BSP/WSP errors
Messages may fail to be delivered because of the errors recognized by your WhatsApp Service Provider as soon as MoEngage hands over a WhatsApp Messages to WSP to deliver to end user. You can read more about these errors in documentation provided by you WSP/BSP.
For Infobip, please refer to the documentation here.
For Gupshup, here is the list of errors (Please note that the list is not exhaustive. Please reach out to Gupshup Account Manager if you see exceptions and need more information)
| Error Message (Gupshup) | What it means |
|---|---|
| Message does not match WhatsApp HSM template | Problem with template data. Either the parameters sent in template are not expected or the template that you have added on MoEngage doesn't match to what was approved on Gupshup end |
| Authentication failed due to invalid userId or password | Occurs when you have added the invalid user id or password while adding Gupshup sender on MoEngage. Reach out to Gupshup team to validate the same. |
| UNKNOWN_SUBSCRIBER: Unknown/invalid number/does not exist on WhatsApp | Occurs when the user's number saved on MoEngage is not a WhatsApp Number |
| 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 Gupshup team for more details |
| The "INTERNATIONAL_PHONE" service is disabled for you． Kindly get the service enabled before using this action | Occurs if you are trying to send 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 |
| Message length exceeded. Max limit for type TEMPLATE is 1024. | Length of body text has exceeded the prescribed limit of 1024 characters |
Note
For errors on WhatsApp Service Provider(WSP), we recommend you to reach out to your WSP in case you need more help and guidance.