Messages not delivered
What each message status means, where to find why a message failed, what WhatsApp's common error codes mean, and how to fix them.
When a message doesn't reach a customer, IconEngage tells you why, in plain words and with Meta's error code. This page explains the statuses, where the reason is shown, and what to do about the most common ones.
Message statuses
Every message you send shows its status under the bubble.
| Status | Meaning |
|---|---|
| Queued | IconEngage has accepted the message and will send it. |
| Sending | IconEngage is handing it to WhatsApp. |
| Sent | WhatsApp has the message. |
| Delivered | It has reached the customer's phone. |
| Read | The customer has opened it. |
| Failed | It was not delivered. The reason follows, for example "Failed — the 24-hour reply window had already closed". |
In the mobile app, the ticks are Sending, Sent, Delivered, Read and Not delivered.
Note: A message can stay at Sent if the customer's phone is off or offline. It moves on when WhatsApp reports that it was delivered.
Where to see why a message failed
In a conversation (web). Under a failed message you see:
- a plain sentence explaining the reason;
- the Meta error code, for support;
- Fix in Meta, when Meta gave a link to fix the cause (opens Meta's site in a new tab);
- Details, with Meta's longer explanation when there is one;
- Try sending again, if you have permission to send messages.
In the mobile app. Tap the failed message ("Not delivered. Tap for details."). You see Message not delivered, the reason, Meta error and the code, and Open Meta's guidance when Meta gave a link.
For a broadcast. Open the campaign. The Why messages failed panel groups failed recipients by reason, largest group first. The recipient list shows each person's reason. See Campaign results.
For admins. WhatsApp › Webhook log shows the status reports WhatsApp sent, including failures. See Webhook log.
Should I press Try sending again?
Retrying helps only when the problem was temporary: the number was sending too fast, Meta couldn't upload an attachment, or Meta was briefly unavailable. For anything else, fix the cause first. Otherwise the retry fails the same way.
Common WhatsApp error codes
These are the codes IconEngage explains or recognises. For other codes, the app shows Meta's own title and the code.
| Code | What it means | What to do |
|---|---|---|
| 131026 | Undeliverable: the number is not on WhatsApp, or its owner hasn't accepted WhatsApp's latest terms. | Check the number, including the country code. Ask the customer to update WhatsApp. Retrying straight away won't help. |
| 131047 | More than 24 hours have passed since the customer last wrote, so only an approved template can be sent. | Send an approved template. See The 24-hour window and templates. |
| 131049 | Meta chose not to deliver this message, to keep engagement healthy. Meta limits how many marketing messages each person receives. | Don't resend at once. Wait before sending this customer another marketing message. |
| 131042 | Payment issue on your WhatsApp Business Account. Meta bills your account directly for its messaging fees, and needs a valid payment method and currency. | In Meta Business Suite, go to Settings › Billing & payments and add a payment method. This is Meta's billing, not your IconEngage plan or credits. |
| 131031 | The WhatsApp Business Account is locked. | Check your account's status in Meta Business Suite. See Quality and messaging limits. |
| 368 | Temporarily blocked by Meta for policy violations. | Review your account's quality and messages in Meta Business Suite. See Quality and messaging limits. |
| 131056 | Too many messages to this customer in a short time. | Wait, then try again later. |
| 130429, 131048 | The number is sending too fast, or has hit a spam rate limit. Shown as "this number was sending too fast". | Slow down. A retry later usually works. |
| 130472 | The customer's number is part of a Meta experiment and didn't receive the message. | Nothing to fix on your side. |
| 131051 | WhatsApp doesn't accept this kind of message. | Send a text, image or document instead. |
| 131052 | Meta couldn't download the attachment. | Attach the file again. |
| 131053 | Meta couldn't upload the media in this message. | Try sending again. |
| 132001 | The template doesn't exist in this language at Meta. | Check the template's language, or sync templates. See Message templates. |
| 132000, 132012 | The template's variables don't match what Meta approved: wrong number or wrong format. | Fill in every variable and check the values. |
| 132005 | The message is too long once the variables are filled in. | Use shorter values. |
| 132015 | The template is paused by Meta, over message quality. | Wait for Meta to lift the pause, or use another template. |
| 132016 | The template is disabled by Meta. It won't come back. | Write and submit a new template. |
Template failures are shown as "the template is not approved for this number". See Template rejected.
Messages IconEngage didn't send
Some messages never reach WhatsApp because IconEngage stops them first. You see the reason straight away, and nothing is charged.
| What you see | Why | What to do |
|---|---|---|
| The 24-hour reply window has closed | The customer last wrote more than 24 hours ago. | Send an approved template. |
| This customer has never messaged you | The first message to a customer must be a template. | Send an approved template. |
| This contact has opted out | They asked not to receive messages. Not even a template is sent. | Only send again if they opt back in, and record that consent first. See Opt-outs and consent. |
| This contact is blocked | The contact is blocked. | Unblock them on their contact record if it was a mistake. |
| Not enough WhatsApp credits | Your WhatsApp credits can't cover this template message. Replies inside the 24-hour window still go out. | An Owner or Billing Administrator can top up. See WhatsApp credits. |
| "Your message allowance is used up — sending is paused until…" | Your plan's allowance for the period is used up. Messages from customers still arrive. | Wait for the allowance to reset, or change plan. See Usage. |
| Your subscription is restricted | A payment wasn't made in time. Campaigns, automations and new template messages pause. Replies inside an open window still send. | See Payment failed. |
| That file is too large | WhatsApp accepts attachments up to 16 MB. | Compress the file, or send a link to it. |
| This number is sending too fast | WhatsApp is rate-limiting the number. | Try again shortly. Nothing was lost or sent twice. |
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.