Help CenterHelp Center / WhatsApp and notifications · Concept
Work out why an order update, reminder, alert or gift message did not go out on WhatsApp.
Work down the list. Most missing WhatsApp messages come from the first cause.
| Reason | Fix |
|---|---|
| "Free text only reaches a customer who messaged you in the last 24 hours. Use an approved template for this message." | Switch that message to Approved template |
| "WhatsApp refused the template…" | The name, language or number of variables differs from the approved template, or it is not approved yet |
| "The provider refused the API token…" | Save a new token under API details |
| "This number is not on WhatsApp or is not a valid phone number." | That customer cannot be reached |
| "WhatsApp sending is paused on the platform." | Wait; ask support if it lasts |
| "It could not be sent in time, so it was not sent." | The message waited more than 12 hours |
If the log has no row at all for the order, causes 1 to 4 apply. Send a test message to rule out the connection.
| You see | Cause |
|---|---|
| No WhatsApp item in the Shop menu | Your plan does not include the WhatsApp store and no connection was ever saved |
| "WhatsApp messaging is not included in your plan" | The same. Select Plan & billing |
| "Only the shop owner can manage WhatsApp." | You are signed in with another role |
| "WhatsApp sending is paused on the platform right now. Your settings are kept; messages resume when it is switched back on." | The platform paused sending |
| No Send a test message card | WhatsApp is not connected |