TROUBLESHOOTING

Sometimes messages may fail to deliver to users.

Common Reasons

• Invalid phone number
• Number not on WhatsApp
• User has blocked your business
• Meta choose not to deliver due to each number has Limit of receiving marketing message once it exceed message will fail
• WhatsApp restrictions
• Poor quality rating

How to Fix

✔ Check number format (with country code)
✔ Remove invalid numbers from database
✔ Ensure users have opted-in
✔ Improve message quality

Tip

If failure rate is high → your database quality needs attention.

Template rejection is common and fixable.

Step 1

Check rejection reason in dashboard

Step 2

Update template:

• Simplify language
• Remove aggressive marketing words
• Add clear context

Step 3

Resubmit template

Common Fix

❌ “BUY NOW!!! LIMITED OFFER!!!”
✔ “Hi {{1}}, we have a special offer for you. Let us know if you’d like details.”

Tip

Keep templates natural and conversational.

If your campaign is not sending:

Possible Reasons

• Template not approved
• System processing delay
• Large volume campaign
• Temporary API delay

What You Can Do

✔ Check template status
✔ Wait for a few minutes
✔ Retry if required

When to Contact Support

If issue persists beyond 15–20 minutes

This is a serious issue.

Common Reasons

• No user consent
• High spam complaints
• Irrelevant messaging
• Excessive campaigns

What to Do

1. Stop all campaigns
2. Review your database
3. Check message quality
4. Contact Meta (if needed)

Important

Chatterpillar cannot directly unban numbers — this is controlled by Meta.

If your business verification fails:

Common Reasons

• Incorrect business details
• Document mismatch
• Poor quality documents

Fix

✔ Upload clear documents
✔ Match exact business name
✔ Reapply verification

Timeline

2–14 working days

If your display name is rejected:

Common Reasons

• Name does not match business
• Use of generic or promotional words

Fix

✔ Use official business name
✔ Avoid extra words like “Best”, “Offer”, etc.

Example

❌ Best Deals Store
✔ ABC Retail Pvt Ltd

If many messages are not delivered:

Possible Reasons

• Poor database quality
• Invalid numbers
• Messaging inactive users

Fix

✔ Clean your database
✔ Remove inactive users
✔ Use recent and verified contacts

Benchmark

👉 Delivery rate should ideally be 80%+

If users are not opening messages:

Possible Reasons

• Weak message content
• Irrelevant messaging
• Poor timing

Fix

✔ Improve message quality
✔ Personalize content
✔ Send at better timing

Tip

Short, clear messages perform better.

If too many messages fail:

Causes

• Incorrect number format
• Non-WhatsApp users
• Blocked users

Fix

✔ Validate numbers before upload
✔ Remove failed numbers
✔ Avoid repeated retries

Important

High failure rates can affect account quality rating.

If your contact file is not uploading:

Common Issues

• Incorrect file format
• Missing columns
• Invalid phone format

Fix

✔ Use CSV format
✔ Ensure phone numbers are correct
✔ Remove special characters

Example

✔ 919812345678
❌ +91 98123 45678

Sometimes messages are delivered but users don’t respond.

Possible Reasons

• Message not engaging
• No clear CTA
• Irrelevant audience

Fix

✔ Add clear CTA (Reply YES, Click link, etc.)
✔ Improve messaging
✔ Segment your audience

You should contact support if:

Contact Support When:

• Campaign not sending after long delay
• Platform errors
• API issues
• Login/access issues