WhatsApp delivery

Why a WhatsApp message shows FAILED, QUEUED or never arrives — the 24-hour rule, connection problems, wrong credentials, number format and daily limits — and how to fix each.

Check WhatsApp → WhatsApp message history first: the Status of each message tells you where it stopped. See WhatsApp.

Status FAILED#

The customer hasn't messaged you in 24 hours (most common)#

WhatsApp delivers free-form business text only to people who messaged that business number in the last 24 hours. Kapda Stock's automated messages — dispatch, reminders, offers, greetings, the daily summary — are text messages, so they fail for everyone else.

What to do:

Ask regular customers to send your shop's WhatsApp number a message (for example when they collect a bill). That opens a 24-hour window.
Use SMS (sent alongside invoice dispatch and bulk reminders) or a call for customers outside the window.
To start conversations from cold, WhatsApp requires message templates approved in Meta Business Manager.

Wrong or expired access token#

On your own number, a Meta token that was revoked or expired makes every message fail. Create a permanent system-user access token in Meta Business Manager and paste it in Settings → WhatsApp Business.

Wrong Phone number ID#

The Phone number ID is a long number from Meta (for example 605434655989326), not your phone number. Copy it from the WhatsApp section of Meta Business Manager.

The number isn't on WhatsApp#

WhatsApp has no public lookup; Check number only validates the format. If the recipient does not use WhatsApp, the message fails.

Status QUEUED#

More than 1,000 automated messages were sent today. The rest are sent at 9:00 AM IST tomorrow. No action needed.

"WhatsApp isn't connected yet — messages won't deliver."#

Neither your own number nor a platform number is configured. Connect your own Meta Cloud API number in Settings → WhatsApp Business, or contact support.

Messages show SENT but never DELIVERED#

The recipient's phone may be off or offline — delivery updates arrive when it connects.
Delivery and read updates are reported to Kapda Stock by WhatsApp; if they never change, the message may have been dropped by WhatsApp.

Customer's number rejected#

Customer phone numbers must be Indian mobiles in +91XXXXXXXXXX form. Edit the customer to fix the number.

Bulk send refused#

Bulk reminders, offer broadcasts and festival greetings are limited to 3 per hour per member. Wait and try again.

Invoice dispatch says "WhatsApp: failed" but SMS sent#

That is usually the 24-hour rule. The customer still received the SMS, and the email if they have one.

Last updated 15/09/2026