Campaigns troubleshooting
What to do when you can't send, tests don't arrive, or the audience looks wrong.
Updated
| What you see | Why | What to do |
|---|---|---|
| "Connect a WhatsApp number first" | No WhatsApp number is connected | The owner connects one in Channels |
| No New campaign button | You're an Agent, or the plan has ended | Ask an Owner or Manager, or choose a plan in Billing |
| "No template can be sent from this number yet." | No approved template on that number | Write one in Templates and wait for Meta's review |
| A template has been "In review at Meta" for hours | Meta hasn't decided, or the page hasn't asked Meta yet | Open Templates or press Check Meta for updates. After 24 hours, check it in WhatsApp Manager |
| "Meta was checked a moment ago. Try again in a minute." | The button was pressed several times in a minute | Wait a minute |
| "You already have a template called … in this language." | The name is taken on this WhatsApp account | Choose another name |
| Send test stays grey | The number has no country code | Start the number with + and the country code |
| A test says "Sent" but nothing arrived | WhatsApp accepted it, but delivery can still fail | Check the number is right and has WhatsApp |
| "You can send 10 test messages an hour." | The hourly limit on tests | Wait |
| "Test messages need a paid plan or a live free trial." | Your trial or plan has ended | Choose a plan in Billing |
| The count of people is 0 | Everyone chosen is left out, or the filters match nobody | Open See who is left out and read the reasons |
| Many people under "No usable WhatsApp number" | Their numbers are saved without a country code, or they have none | Choose Treat them all as +… with the right code, or fix the numbers in Contacts |
| "None of these numbers is a real +… number" | The country code isn't these numbers' country | Type the right code |
| Many fail with "This number isn't on WhatsApp." | The numbers are out of date, or a code that also fits them was added | Stop the rest, and check the numbers in See and edit the list before the next campaign |
| US contacts are left out | Marketing templates aren't delivered to +1 numbers | Use a utility template only if the message really is one |
| "Your free trial's 50 campaign messages are used up." | The trial's limit | Choose a plan in Billing |
| A reply isn't under Campaign replies | The campaign was sent more than 7 days ago | Find the chat in the Inbox by name or number |
| Your agent answered without knowing the offer's details | Your agent only has the message text | Add the offer's terms to your FAQs or knowledge |
| "This campaign changed. Reload it." | It was changed in another tab or by a teammate | Reload the page |