My WhatsApp Template Message Is Failing to Send to Some Users

If your WhatsApp template message is not being delivered to certain users, there are several common reasons why this may happen. Below is a step-by-step guide to help you identify the issue and resolve it quickly inside DMLY.

How to Check Why a Template Message Failed

Step 1: Open the Conversation

• Go to Team Inbox.

• Locate the contact where the message failed.

• Click the contact to open the chat.

Step 2: Check the Error Icon

• Look for the exclamation icon next to the failed message.

• Hover over the icon to see the exact failure reason.

The tooltip will display the specific error returned by WhatsApp.

If It Happened During a Broadcast

If the failure occurred during a broadcast campaign:

Step 1: Go to Broadcasts

• Open Broadcasts from the sidebar.

• Select the broadcast in question.

Step 2: View Failed Recipients

• Hover over the icon beside failed contacts.

• Click Export Data for a detailed breakdown.

The exported file will include:

• Contact name

• Phone number

• Delivery status

• Exact error message

Common WhatsApp Template Delivery Failures & Solutions

Invalid Parameter

Reason: Incorrect or missing dynamic variables in the template.

Fix:

• Ensure all placeholders are filled.

• Match the correct data type and format.

• Double-check variable positions.

User’s Number Is Part of a Meta Experiment

Reason: Some users may temporarily not receive certain marketing messages due to Meta testing.

Fix:

• Ask the customer to send you a message first.

• Respond within the 24-hour customer service window.

Message Undeliverable

Possible Causes:

• Phone number is not a valid WhatsApp number.

• User has blocked your business.

• User has not accepted updated WhatsApp terms.

• User is using an outdated WhatsApp version.

Fix:

• Verify the phone number format.

• Ask the user to unblock your number.

• Ensure the user updates WhatsApp.

• Confirm they have accepted the latest terms.

Business Eligibility / Payment Issue

Reason: WhatsApp Business account billing problem.

Fix:

• Check your payment method in WhatsApp Business Manager.

• Ensure billing is active.

• Verify your credit line is valid.

• Resolve any currency or spending limit issues.

Meta Marketing Optimization (Per-User Limits)

Reason: WhatsApp may limit delivery to maintain ecosystem quality.

Fix:

• Avoid repeatedly retrying failed messages.

• Increase time intervals between retries.

• Focus on high-quality engagement.

• Review Meta’s per-user marketing limits.

Contact Is Blocked in DMLY

Reason: The contact may be blocked within your workspace.

Fix:

• Open the contact profile.

• Remove the block.

• Retry sending the message.

Other Reasons for Delivery Issues

• User has been offline for more than 30 days.

• User is located in a restricted or sanctioned country.

• Template is not approved or recently rejected.

• The message category is incorrect (e.g., authentication vs marketing).

Best Practices to Avoid Template Failures

• Ensure variables are correctly formatted.

• Keep your WhatsApp Business account in good standing.

• Avoid spamming inactive users.

• Regularly clean invalid contacts from your database.

• Encourage customers to initiate conversations.

Quick Troubleshooting Checklist

Is the number valid and in international format?
Is the template approved?
Are variables correctly filled?
Is billing active in WhatsApp Business Manager?
Has the user blocked your number?
Are you within WhatsApp marketing limits?

If you continue experiencing delivery issues after checking the above, review your broadcast logs or contact support for deeper investigation.