Help CenterHelp Center / WhatsApp and notifications · Reference
Read the send log on the WhatsApp page and understand every status and reason.
Latest messages lists the last 20 WhatsApp messages your shop tried to send. It shows why a message was not sent.
| Column | Shows |
|---|---|
| When | How long ago the message was created |
| Message | Which message it was, for example Order confirmed or Test message |
| To | The last four digits of the number |
| Status | The state and, when it was not sent, the reason |
The list shows the last four digits only, never the message text. Before any message exists, the card reads "No WhatsApp messages yet."
| Status | Meaning |
|---|---|
| Waiting | Queued, or being retried |
| Sent | The provider accepted it |
| Not sent | It failed. The reason is below the status |
| Skipped | It was not attempted. The reason is below it |
Sent means your provider took the message. The list does not show whether the phone received or read it.
| Reason | What to do |
|---|---|
| "This number is not on WhatsApp or is not a valid phone number." | Nothing |
| "WhatsApp refused the template. Check that it is approved and that its name, language and number of variables match." | See Templates and approval |
| "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 |
| "The provider refused the API token. Check the token and that it belongs to this API address." | Save a new token under API details |
| "The provider refused the message. Check the API address and the message settings." | Check the API URL, then the message |
| "The provider asked us to slow down. The message is retried automatically." | Wait |
| "The provider could not be reached. The message is retried automatically." | Wait |
| "WhatsApp is not connected." | Connect WhatsApp |
| "The API address is not allowed. It must be a public https address." | Correct the API URL |
| "WhatsApp sending is paused on the platform." | Wait; your settings are kept |
| "It could not be sent in time, so it was not sent." | Nothing; it waited too long |
| "The customer has not opted in to WhatsApp offers (or opted out)." | Nothing. See Consent and quiet hours |
| "The cart was ordered or its reminders stopped, so the reminder was not sent." | Nothing |
| "Abandoned-cart reminders were switched off, so the reminder was not sent." | Nothing |
| "Your plan does not include WhatsApp marketing messages (the WhatsApp add-on), so it was not sent." | See Plan & billing |
| "Something went wrong while sending." | Send a test; contact support if it repeats |
Courier and return messages sent on WhatsApp are not listed here. Nor are sign-in codes sent through the platform's gateway.
When the platform pauses WhatsApp, a line at the top of the page reads "WhatsApp sending is paused on the platform right now. Your settings are kept; messages resume when it is switched back on." Messages due meanwhile are recorded as Skipped.