Messages Not Delivering
Diagnosing messages that fail to deliver, WhatsApp API error codes, and sending limitations.
Messages Not Delivering
If messages you send from Trochai are not reaching your contacts, this guide will help you identify the cause and resolve it.
Delivery Statuses
Each message sent from Trochai goes through a series of statuses:
| Status | Meaning |
|---|---|
| Sending | The message was sent to Meta's server and is being processed. |
| Sent | Meta received the message and sent it to the contact's number. |
| Delivered | The message reached the contact's phone. |
| Read | The contact opened and read the message (if read receipts are enabled). |
| Failed | Meta could not deliver the message. An error code is displayed. |
Message Stuck on "Sending"
If a message remains in "Sending" status for more than 30 seconds, it may be due to:
- Internet connection issue: Check that your connection is active by reloading the page.
- Expired token: If the WhatsApp access token has expired, the message cannot be sent. See Connection Issues to reconnect.
- Inactive channel: The associated WhatsApp channel may have been deactivated.
Solution: Reload the page. If the message still shows "Sending", check the channel connection in Settings > WhatsApp Channels.
Message Failed with Error
When Meta rejects a message, Trochai shows the "Failed" status. The most common WhatsApp API error codes are:
Common Error Codes
| Code | Issue | Solution |
|---|---|---|
| 131047 | The message was sent outside the 24-hour window without using an approved template. | Send a message template to reopen the window. |
| 131026 | The message could not be delivered (number does not exist, or the contact does not have WhatsApp). | Verify that the contact's phone number is correct and has WhatsApp active. |
| 131053 | The photo, video, or document exceeds the maximum size allowed by Meta. | Images: max 5 MB. Videos: max 16 MB. Documents: max 100 MB. Reduce the file size. |
| 130429 | Rate limit reached. Meta limits the number of messages per second. | Wait a few minutes and retry. This occurs when many messages are sent in a short time. |
| 131031 | The WhatsApp Business account cannot send messages to this number (blocked by the contact or regional restriction). | The contact may have blocked your number. No action available. |
| 132000 | The number of template parameters does not match the definition. | Edit the template or adjust the parameters before resending. |
| 132015 | The template was rejected or paused by Meta. | Check the template status in the Templates section. |
| 132012 | The template does not exist or is not approved for the specified language. | Verify that the template is approved in the language you are using. |
If you see an error code not listed here, note the full number and error message, and contact the support team.
Rate Limiting
Meta applies sending limits based on the quality rating of your WhatsApp Business number. If you send too many messages in a short time, Meta may temporarily limit your sending capacity.
Sending Tiers
Meta classifies WhatsApp Business numbers into tiers:
| Tier | Sending Limit |
|---|---|
| Tier 1 | 1,000 unique conversations in 24 hours |
| Tier 2 | 10,000 unique conversations in 24 hours |
| Tier 3 | 100,000 unique conversations in 24 hours |
| Unlimited | No conversation limit |
If you just connected your number, you will likely start at Tier 1. Meta automatically increases your tier as you send messages with a good quality rating.
Quality Rating
Meta evaluates the quality of the messages you send. If many contacts report your messages as spam or block you, your quality rating drops. A low rating can result in:
- Reduced sending limit
- Temporary restrictions on message sending
- In extreme cases, account deactivation
Recommendations to maintain a good rating:
- Only send messages to contacts who have initiated a conversation with you.
- Do not send unsolicited bulk messages.
- Keep template content relevant and useful for the recipient.
- Respect reasonable hours for sending messages.
Media Sending Failures
If you can send text messages but not media (images, videos, documents), check:
- File size: Images must be under 5 MB. Videos under 16 MB. Documents under 100 MB.
- File format: Meta supports common formats: JPEG, PNG for images; MP4 for videos; PDF, DOC, DOCX, XLS, XLSX for documents.
- Stable connection: Media files require a stable connection to upload correctly. If the upload fails, try again.
Trochai uploads the media file to Meta's servers before sending it. If the upload fails but your internet connection works, the issue may be with Meta's servers. Try again in a few minutes.
Message Shows "Sent" but Contact Does Not Receive It
If the message status is "Sent" but the contact says they did not receive it:
- The contact's phone may be turned off or offline. The message will be delivered when the device reconnects.
- The contact may have blocked your number. In this case the message will never be delivered, but Meta does not always report this status.
- Check that the contact's number is correct. An incorrect digit can cause the message to be sent to a wrong or non-existent number.
Next Steps
- If the error is related to the 24-hour window (code 131047), see 24-Hour Window Issues.
- If you suspect the problem is the channel connection, see Connection Issues.
- To learn how to send templates, see the Templates section.