Troubleshooting
Delivery errors in Logs
What every Logs notice means for your WhatsApp Business API or QR chatbot, from the 24-hour window and template errors to failed steps, and how to fix each one.
How notices work#
When something stops a message, Officely adds a notice to that conversation in Logs, right under the message it's about. Every notice has:
- A title: what kind of problem it is (the six titles are below).
- The reason, in plain words, with what to do.
- The step it happened at, so you know where to look in the builder.
- A detail line with the technical answer from WhatsApp or the other system, when there is one. Quote it if you contact support.
| Title | What it means |
|---|---|
| Not delivered | The bot tried to send, and WhatsApp refused or couldn't deliver it. |
| The bot stopped here | The bot stopped on this customer's message, so they got no reply. |
| Sent with a change | The message went out, but Officely changed something so WhatsApp would accept it. |
| A step failed | A step (HTTP, Make, Google, AI, Python) failed. |
| Conversation started over | You published while the customer was mid-conversation, and it restarted. |
| Not answered | The bot stayed quiet on purpose: paused chat, plan or daily limit, no live bot. |
Find your notice below by its wording.
WhatsApp window and number#
| What you see | What it means | What to do |
|---|---|---|
| more than 24 hours passed since the customer's last message | WhatsApp only lets you send approved templates after 24 hours of silence from the customer. | Send a template to restart the chat. |
| WhatsApp couldn't deliver it to this number | The number may not use WhatsApp, may run an old version, or may have blocked your business. | Check the number, or reach the customer another way. |
| this number cannot receive WhatsApp messages | The number isn't on WhatsApp. | Check the number (country code, no leading 0). |
| the WhatsApp number is not connected | Your number is disconnected from Officely. | Reconnect it in Channels. See WhatsApp is disconnected. |
| your WhatsApp number isn't registered with Meta's Cloud API | Meta doesn't have the number active on the Cloud API. | Reconnect WhatsApp in Channels (Continue with Meta). |
| Your Meta token expired or isn't valid | Meta stopped accepting the token you pasted (often the 24-hour temporary token). | Create a permanent token and paste it in Channels. |
| too many messages went to this customer in a short time | Meta's limit per customer. | Wait a minute, and space out steps that send several messages in a row. |
| Meta is limiting your number because many customers blocked or reported it | Your number's quality is low. | Send fewer, more relevant messages. Check quality in WhatsApp Manager. |
| WhatsApp limited your number because it looked like spam | QR (Green API) numbers: WhatsApp's anti-spam limit. | Send fewer messages, only to customers who expect them. It usually lifts within a day. |
| a payment problem on your WhatsApp Business account | Meta needs a valid payment method. | Fix the payment method in Meta Business Settings. |
| your WhatsApp Business account is restricted or locked by Meta | Meta restricted the account. | Open WhatsApp Manager to see why and what Meta asks. |
| WhatsApp did not answer in time / WhatsApp had a temporary problem | A short outage. | It usually passes in a few minutes. If it repeats, contact support. |
Marketing messages#
| What you see | What it means | What to do |
|---|---|---|
| Meta held back this marketing message | This customer got several marketing messages lately. | Don't resend now. Try in a few days, or use a utility template if it's about an order or booking. |
| this customer is in a Meta test group that doesn't get marketing messages | Meta's experiment. You aren't charged. | Nothing to fix. Use a utility template for orders and bookings. |
| this customer stopped marketing messages from your business | The customer opted out of marketing. | Send only service or utility messages to them. |
Templates#
| What you see | What it means | What to do |
|---|---|---|
| the template doesn't exist in this language or isn't approved yet | The template is missing, in review, or in another language. | Pick an approved template in the Templates step. |
| the template's variables don't match | The step sends a different number of values than the template's {{1}}, {{2}}... | Fill in every variable in the step, no more, no less. |
| a template variable has the wrong format | For example a media header without a link, or an empty value. | Check the step's variables and header media. |
| a variable made the template longer than WhatsApp allows | A filled-in value is too long. | Shorten the value or the template. |
| Meta paused this template | Customers reacted badly to it. | Edit it in WhatsApp Manager or pick another template. |
| Meta disabled this template | Low quality. | Create a new template and use it in the step. |
| this template's content breaks WhatsApp policy | Meta's policy review. | Edit the template in WhatsApp Manager or pick another one. |
Message content#
| What you see | What it means | What to do |
|---|---|---|
| two buttons have the same title | WhatsApp refuses buttons with the same title (it compares the first 20 characters). | Give every button in the step a different title. |
| Sent with a change: Sent with a renamed button | Officely renamed a duplicate button so the message could go out. | Give each button a different title. |
| its image, video or file has no link | The media link (or its variable) is empty. | Check the step's media link or variable. |
| Sent with a change: Sent without its image, video or file | The media variable was empty for this customer, so it went without it. | Check the step's media. |
| WhatsApp couldn't download the image, video or file | The link isn't public or the file isn't supported. | Use a public link that opens without a login, with a supported type and size. |
| a text in this step is longer than WhatsApp allows | Too long for WhatsApp. | Shorten it. |
| WhatsApp refused a value in this message | Something in the step's texts, buttons or media. | Check the step. The detail line says which part. |
| WhatsApp doesn't support this kind of message here | Unsupported message type. | Use text, buttons, list, image, video or file. |
| WhatsApp refused the message / WhatsApp reported that the message failed | Another WhatsApp error. | Read the detail line. If it isn't clear, contact support with this conversation. |
Steps and flow#
| What you see | What it means | What to do |
|---|---|---|
| An HTTP step failed | The call timed out, or the server answered with an error or non-JSON. | Fix the call in the HTTP step and connect its Error output. |
| A Make step failed | The scenario didn't answer or returned an error. | Check the scenario is on in Make, and connect the Make step's Error output. |
| A Google step failed | Sheets, Calendar or Gmail refused (access removed, sheet renamed...). | Reconnect Google and check the step. Connect its Error output. |
| An AI step failed | The AI step couldn't answer. | Check the step and your AI credits. Connect its Error output. |
| A Python step failed (and other Python reasons) | An AI flow's Python step failed, timed out or used a blocked module. | Open the step, use Test run with this customer's values, and follow the reason. |
| The bot stopped: it was looping through steps | A Jump or Filter leads back without waiting for the customer. | Add a question or an end in the loop. |
| Sending to this customer is paused for 10 minutes | Too many messages too fast: probably a loop with another bot or auto-reply. | Check the flow and the other side. |
| The bot stopped here: The bot stopped on this customer's message | An unexpected error at this step. | Check the step. If it repeats, contact support with this conversation. |
| Conversation started over | You published while the customer was at a step you changed or removed. | Edit buttons' text instead of deleting and re-adding them, and reconnect steps instead of deleting them. |
Not answered#
| What you see | What it means | What to do |
|---|---|---|
| this conversation is with a person | The chat is paused in human mode. | Reply from your phone, or tap Return to bot in Logs. |
| No chatbot is live | No chatbot is published. | Open your chatbot and click Publish. |
| the account reached today's conversation limit on the Free plan | Free answers 10 WhatsApp and 100 website conversations a day. | Upgrade to Pro, or wait until midnight UTC. |
| your plan doesn't include WhatsApp replies | Your plan has no WhatsApp. | Upgrade to Pro in Billing. |
Didn't find your notice, or there's no notice at all? Go through My bot didn't answer.