Troubleshooting

Why broadcast messages failed to deliver

Find out which contacts a broadcast did not reach and why: opt-outs, templates that are not approved, and numbers not on WhatsApp.

Find out what happened

Open Broadcasts (1) and click the broadcast. The cards at the top show Total Recipients (2), Sent, Delivered, Read, Replied and Failed. The Funnel (3) shows where people dropped off. Use All statuses (4) to show only the Failed recipients.

A broadcast's results with Total Recipients, the Funnel, the status filter and Export CSV marked 2 to 5
In the Recipients table (2) the Error column (3) gives the reason for each failure.

The Recipients table with its heading marked 2 and the Error column marked 3
If nobody received it, check your template. Only Approved templates can be sent. A template that is In review or Rejected (3 and 4) will not go out.

The template status filters Approved, In review and Rejected marked 2, 3 and 4

Reason in the Error column	What to do
Recipient has opted out of messaging	The contact asked to stop. Do not message them. See Messaging consent and opt-outs.
The template is not approved	Wait for approval, or fix and resubmit. See Template status.
Message undeliverable	The number may not be on WhatsApp, or may have changed. Check the number in the contact.

Can I retry only the failed ones?

Filter your contacts, save them as a segment, and send a new broadcast to that audience. See Search and filter contacts.

Nothing was sent at all.

Check that your WhatsApp number is connected. See WhatsApp shows credentials are not working.

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