Troubleshooting
A WhatsApp message was not delivered
Separate request acceptance from final delivery and check Sender, recipient, template, service window, events, and Balance.
Business usersDevelopersAutomation buildersBeginnerAvailable
What this guide covers
- A queued or accepted message is not proof of final WhatsApp delivery.
- Prerequisites: Public message ID when available, Sender, recipient, approximate UTC time, and sending feature.
- Result: A final delivered/read event or equivalent conversation evidence appears.
- Limit: Provider delivery can still fail after Yanola accepts a valid request.
What this is and when to use it
A queued or accepted message is not proof of final WhatsApp delivery.
| Use it when | Expected outcome |
|---|---|
A customer did not receive a message. | A final delivered/read event or equivalent conversation evidence appears. |
A message is failed or remains unsettled. | A final delivered/read event or equivalent conversation evidence appears. |
Before you begin
- Public message ID when available, Sender, recipient, approximate UTC time, and sending feature.
Prerequisites
Public message ID when available, Sender, recipient, approximate UTC time, and sending feature.
Complete the task
- Confirm the correct connected Sender and international recipient.
- Check whether a free-form message has an active 24-hour customer-service window.
- For initiated conversations, verify the exact approved template and language.
- Check account Balance and number status.
- Inspect message events/logs or workflow node result.
- Retry only when the failure is retryable and the original acceptance state is known.
Confirm it worked
- A final delivered/read event or equivalent conversation evidence appears.
Common problems
| Symptom | What to check |
|---|---|
service_window_required | Send an appropriate approved template or wait for a customer reply to open a new window. |
Template mismatch | Sync and use the exact approved name, language, and parameters for that Sender. |
Current limitations
Provider delivery can still fail after Yanola accepts a valid request.
Product boundary
Provider delivery can still fail after Yanola accepts a valid request.
Where to go next
Related documentation
Messages, events, and logsInspect public message state, normalized events, and webhook delivery summaries without exposing provider payloads.Sending template messagesSend an existing approved WhatsApp template, including required language and parameter values.Errors and retriesHandle Yanola error envelopes consistently and retry only transient or rate-limited failures.