--- title: "Troubleshoot WhatsApp message errors" slug: "troubleshoot-whatsapp-message-errors" description: "Learn about common WhatsApp message errors, their meanings, and how to fix them for seamless communication." tags: ["Message Delivery Issues", "WhatsApp Errors"] status: "update" updated: 2026-07-28T09:56:29Z published: 2026-07-28T09:56:29Z canonical: "support.kommo.com/troubleshoot-whatsapp-message-errors" --- > ## Documentation Index > Fetch the complete documentation index at: https://support.kommo.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshoot WhatsApp message errors ## What are WhatsApp message errors? If you're having trouble sending messages on WhatsApp via Kommo, the issue may be caused by one of several errors that occur due to Meta's standards. Below are the most common errors, what they mean, and how to fix them. ## WhatsApp errors and what they mean Use this table to quickly identify a WhatsApp error and find the related troubleshooting section. | Error code | What it means | How to fix it | | --- | --- | --- | | 3104 | Your number may be restricted because recipients marked your messages as spam or blocked your number. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#message-not-delivered-–-spam-or-block) | | 3105 | You sent too many messages to the same recipient in a short time. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#messaging-limit-reached-for-recipient) | | 3107 | Your WhatsApp Business Account does not have an active payment method, or there is an issue with its billing setup. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#missing-payment-setup) | | 3108 | The 24-hour window has closed, so you need to send an approved WhatsApp template. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#24hour-service-window-closed) | | 3109 | WhatsApp could not upload the attached media file. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#media-upload-failure) | | 3111 | The template was deleted, does not exist, or has not been approved by Meta. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#unapproved-or-deleted-template-used) | | 3115 | Meta paused the template because users gave negative feedback or did not engage with it. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#template-paused-due-to-poor-quality) | | 3117 | The Facebook access token used by the WhatsApp integration has expired. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#access-token-expired) | | 3119 | Your WhatsApp Business Account was blocked because it may contain incorrect information or violate Meta’s policies. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#business-profile-or-portfolio-blocked) | | 3120 | Your number is no longer connected to the WhatsApp integration. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#disconnected-number-–-removed-from-integration-but-still-used) | | 3123 | Your WhatsApp number is not registered correctly, or Meta could not verify it. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#number-not-registered) | | 3126 | The recipient is not registered on WhatsApp, has not accepted the latest terms, or is using an outdated version of the app. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#recipient-not-registered-or-using-outdated-whatsapp-version) | | 3129 | The attachment has an unsupported format, missing extension, or the file is too large. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#unsupported-file-type) | | 3130 | A URL button was added to a free-form message instead of an approved template. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#url-button-used-in-freeform-message) | | 3131 | The message contains two or more buttons with the same text. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#duplicate-buttons-in-message) | | 3132 | Meta blocked the marketing template because the recipient had already received too many marketing messages. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#marketing-template-blocked-due-to-session-rule) | | 3133 | Meta is limiting how many marketing messages this recipient can receive as part of a test. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#meta-marketing-experiment-limited-delivery) | | 3135 | The recipient’s phone number is invalid, incomplete, or not entered in the required format. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#invalid-phone-number) | | 3136 | Your number is inactive, disconnected, or no longer linked to the WhatsApp Business Account. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#phone-number-disconnected-or-whatsapp-manager-deleted) | | 3137 | Your number was removed from the Kommo integration but remains connected to Meta. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#disconnected-number-–-removed-from-widget-but-still-used) | | 3138 | Your WhatsApp display name is still waiting for approval. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#display-name-not-approved) | | 131051 | Kommo cannot display an incoming message because its format is not supported by the WhatsApp Business Platform. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#a-message-cannot-be-displayed-in-kommo-error-1310511) | | 131060 | Because of Meta’s limitations, the incoming message appeared only in the WhatsApp Business app and was not passed to Kommo. | [View error](/resources/docs/troubleshoot-whatsapp-message-errors#if-a-client-sends-a-message-in-a-format-that-the-whatsapp-business-platform-does-not-support-kommo-cannot-display-the-original-message-in-the-chat-instead-you-will-see-unable-to-open-this-message-ask-the-contact-to-send-it-in-a-supported-whatsapp-format-you-can-reply-in-crm) | ## Phone number and registration errors ### Recipient not registered or using outdated WhatsApp version If Meta returns the following error message: Unable to send the message. The recipient may need to accept WhatsApp’s new terms, update their app, or register on WhatsApp. Please try again later (**Error 3126**), it means that the message could not be delivered because the recipient doesn’t meet one of the following: - Is not registered on WhatsApp. - Hasn’t accepted the latest Terms of Service. - Is using an outdated version of the app. To fix this issue, contact the lead through another channel (such as email, SMS, phone call, etc.) and ask them to: - Accept the latest WhatsApp Terms by going to **Settings → Help or Settings → App Info.** - Update to the latest WhatsApp version. If the user hasn’t connected their WhatsApp number yet, suggest connecting it so they can receive messages from your business. Once these steps are completed and the user tries to send the message again, it should be delivered. ### Invalid phone number If Meta returns the following error message: Unable to send your message. *Please ensure the contact’s phone number is correct* (**Error 3135**), it means that the number you are trying to message is not valid. This can happen if it is too short, contains symbols, or is missing the correct country code. To fix this issue, double-check that the number is entered correctly. You can also manually verify if it is registered on WhatsApp: 1. Open the WhatsApp mobile app. 2. Go to **Chats** → tap the + icon in the top-right corner. 3. Select **New contact.** 4. Enter the phone number with the correct country code. 5. Check the system message: - If the number is registered, you will see: “This phone number is on WhatsApp.” - If not, it will show: “This phone number is not on WhatsApp. Invite to WhatsApp.” ### Number not registered If Meta returns the following error message: *Unable to send your message. Please reconnect your phone number to the integration and try again* (**Error 3123**), it means that the number is not properly connected to WhatsApp or Meta could not confirm its registration. To fix this issue, follow these steps: 1. Ask the client to reconnect the number by clicking Use another phone number in Kommo’s WhatsApp Business integration. Then, go through the connection flow as usual. Before reconnecting, make sure: - The number is removed from the widget in Kommo. - For direct connections — where the number is used only via WhatsApp Business in Kommo — delete the number from WhatsApp Manager. - For Coexistence setups — where you're using the number in both the WhatsApp Business app and Kommo — confirm that Kommo is removed from the Meta Business Platform. 2. Once the number is reconnected, try sending a pre-approved template to a test lead. 3. If the message still does not go through, wait a few minutes and try again. Sometimes it takes a bit of time for the changes to sync. ### Phone number disconnected or WhatsApp Manager deleted If Meta returns the following error message: We couldn’t send your message. *Please check your WhatsApp Manager to make sure your phone number is active and connected* (**Error 3136**), it means the number is no longer active or properly linked to your WhatsApp Business Account. This can happen if: - The number was deleted from WhatsApp Manager. - The WhatsApp Business Account was removed. - A migration to another account is still in progress. To fix this issue: - In Kommo, go to the WhatsApp integration settings and select **Use another phone number** to start the reconnection process. Before reconnecting: - For direct connections, remove the number from WhatsApp Manager. - For Coexistence setups, disconnect Kommo from the Meta Business Platform. ### Disconnected number – removed from widget but still used If Meta returns the following error message: *The phone number was disconnected from the WhatsApp Business integration. Please reconnect it to continue sending messages* (**Error 3137**), it means the number was removed from the WhatsApp widget in Kommo but remains connected to your Meta account. This usually happens when a message was sent from an active chat that was still linked to the old number. To fix this issue: - Go to the WhatsApp integration settings in Kommo and select Use another phone number to reconnect the number. Follow the steps in [our article](/docs/Go%20to%20the%20WhatsApp%20integration%20settings%20in%20Kommo%20and%20select%20Use%20another%20phone%20number%20to%20reconnect%20the%20number.%20Follow%20the%20steps%20in%20our%20article%20to%20complete%20the%20process.) to complete the process. Before reconnecting: - For direct connections, confirm that the number has been removed from WhatsApp Manager. - For Coexistence setups, make sure Kommo is no longer linked to the Meta Business Platform. ### Disconnected number – removed from integration but still used If Meta returns the following error message: *Unable to send your message. Your phone number is no longer connected to WhatsApp. Please reconnect it and try again* (**Error 3120**), it means the number was removed from the WhatsApp integration in Kommo and is no longer connected to Meta. This error happens when you try to send a new message after the number has already been disconnected. To fix this issue: - In Kommo, open the WhatsApp integration settings, select **Use another phone number**, and follow the steps in [our article](/v1/docs/connect-whatsapp-business-to-kommo#connecting-a-new-number-to-whatsapp-business) to reconnect the number. Before reconnecting: - For direct connections, make sure the number has been deleted from WhatsApp Manager. - For Coexistence setups, ensure Kommo is removed from the Meta Business Platform. ## Template and messaging rule errors ### Marketing template blocked due to session rule If Meta returns the following error message: *We couldn’t send your* *Marketing message template. Please wait for the client to reply or try again after the 24-hour window closes* (**Error 3132**), it means that Meta didn’t allow the message to be sent due to session-based restrictions. This usually happens when the recipient has received many marketing template messages recently. To fix this issue, follow these steps: - Wait and try sending the template later. - Send a template in a different category (e.g., Utility). - If the user replies to any previous message, the 24-hour window will reopen. > [!NOTE] > **Note:** For U.S. recipients, as of April 2025, marketing templates can no longer be sent at all – even if a session is open. To learn more, [read Meta’s Business Policy – Marketing Limitations](https://developers.facebook.com/docs/whatsapp/cloud-api/guides/send-message-templates#per-user-marketing-template-message-limits). ### Template blocked permanently If the method described did not work, it means that the template has been permanently blocked by Meta due to repeated complaints. In this case you can: 1. In Kommo, go to **Automations → Templates → Chat templates** and delete the blocked template. 2. Create a new one with different content. 3. Submit for approval via Broadcasting or Whatsapp Business Features and test the template by sending it to recipients. ### 24-hour service window closed If Meta returns the following error message: *Unable to send your message.* *The recipient has been inactive for over 24 hours. Please use an approved template or wait for their response* (**Error 3108**), it means that the 24-hour service window has ended (or was never opened). This happened because a regular (free-form) message was sent instead of a Meta-approved WhatsApp template. To start a conversation with a client for the first time — or to message them after more than 24 hours since their last reply — you must use a WhatsApp template. 1. To create one, go to **Automations → Templates → Chat templates** in Kommo, then click **+ New template**. ![User interface showing chat templates with highlighted automation options and new template button.](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/new-template-1-en.png) 2. Once your template is ready, click **Send for review** to submit it to Meta for approval. To learn more about the approval process and how templates work, check out our article on [how to manage WhatsApp Business templates](/v1/docs/manage-whatsapp-business-message-templates).![Template for sending meeting reminders with customizable fields and message preview.](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/WA-template-1-EN.png) Make sure: 1. The template content matches the selected [category](https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines/?locale=en_US). If not, Meta may automatically change it — which can affect the cost. 2. A [payment method](https://developers.facebook.com/docs/whatsapp/pricing/?locale=en_US) is set up in [Meta Business Suite](https://business.facebook.com/select/?next=https%3A%2F%2Fbusiness.facebook.com%2Fbilling_hub%2Faccounts&ext=1754481710&hash=AcCO2TnftiJ7R0Fyc6eAgPgUVyl-8IWoCeSgwdhLFMWbIw). Meta charges for template messages. 3. The content follows [WhatsApp’s messaging policy](https://business.whatsapp.com/policy?fbclid=IwZXh0bgNhZW0CMTEAYnJpZBEwTlNPbGp4NXdDMUkyYzZYeQEeQ-p7E-ezYOIVdE-GWs4yqRFleRdmY7r6grmg7lgLQ9XopzR-viQjEXL3_cs_aem_5QO8xTRKICCQnIKYkZNpvw&lang=en_US). Otherwise, it may be rejected or blocked without the option to edit. 4. The recipient has [opted in](https://developers.facebook.com/docs/whatsapp/overview/getting-opt-in/?locale=en_US) to receive messages. If they’ve contacted you before via WhatsApp, opt-in isn't required. Once the template is approved by Meta (you’ll see the status change to “Approved”), you can use it to start a conversation. Templates can be sent from the contact’s card, through a bot or using the [broadcasting feature](/v1/docs/broadcasting-overview). > [!WARNING] > **Important**: If you edit the template when sending from a contact’s card, it will be sent as a regular message — not a template. You’ll see the “Send template” button change to “Send”. Once everything is set up, you can send the template. If it’s delivered successfully, the message status will show as “Delivered,” and the 24-hour window will open. During this time, you can send more WhatsApp templates (pricing may vary). To send regular messages for free, wait for the client to reply. ### Template paused due to poor quality If Meta returns the following error message: *We couldn’t send your message. Meta has paused this template due to low quality rating, based on negative feedback or low read-rates. Please update the template, submit it for re-approval, and try again* (**Error 3115**), it means that Meta paused the template due to user complaints, low engagement or because it was sent too frequently and flagged as spam. To fix this issue: 1. In **Meta’s WhatsApp Manager** → [Open the Manage templates](https://business.facebook.com/latest/whatsapp_manager/message_templates?business_id=) tab, check the template's quality status. 2. In Kommo, go to **Automations → Templates → Chat templates** and edit the paused template. Improve clarity and avoid overly promotional spammy language. 3. Re-submit the template for approval. Once the template is approved, send a test message to make sure it's working. ### Unapproved or deleted template used If Meta returns the following error message: *Unable to send your message. Please ensure your message template is approved by Meta. You can check its status in*… (**Error 3111**), it means that the template you are trying to use either does not exist, was deleted, or has not yet been approved by Meta. To fix this issue: 1. In Kommo, go to **Automations → Templates → Chat templates.** 2. Find the template and check its status. ![List of chat templates with highlighted status indicating a draft in marketing category.](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/status-en (1).png) 3. Make sure it is marked as **Approved**, with the correct category and language. If it’s not approved, submit it for approval. The template content must comply with WhatsApp's policies. ### URL button used in freeform message If Meta returns the following error message: *Unable to send your message. To send messages with URL buttons, Meta requires you to use an approved WhatsApp template. Please create one in our template builder, submit it for review, and try again* (**Error 3130**), it means you tried to send a non-template message with an URL button. This feature is only available in templates. To fix this issue: 1. Go to **Automations → Templates → Chat templates** in Kommo. Create a new template. 2. Add **URL buttons** to the template. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/wa-error-en-4.png) WhatsApp templates are pre-approved messages used to start chats or message clients outside the 24-hour window. They’re different from free-form messages, which can only be sent during an open conversation. There are three types of templates — **Utility, Marketing**, and **Authentication** (*not supported in Kommo*). To learn more about how WhatsApp templates work, check out [our article](/v1/docs/manage-whatsapp-business-message-templates). 3. Submit for approval via Broadcasting or Whatsapp Business Features and test the template. ### Duplicate buttons in message If Meta returns the following error message: *Unable to send your message. Please remove any duplicate buttons from your message and try again* (**Error 3131**), it means that the message includes two buttons with the same text, which is not allowed by Meta. To fix this issue: 1. In Kommo, go to **Automations → Templates → Chat templates****,** then find your template and click on it to open the template editor. ![List of chat templates with an event reminder highlighted as a draft.](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/template-en(1).png) 2. Change the text of the buttons, making sure each one has unique text. Avoid using identical wording, emojis, or whitespace. Click **Send for review**. 3. If the buttons already appear to be different and the error continues, escalate the case to support for review. ## Incoming messages errors ### Unsupported message format (Error 131051) If a client sends a message in a format that the WhatsApp Business Platform does not support, Kommo cannot display the original message in the chat. Instead, you will see: *Unable to open this message. Ask the contact to send it in a supported WhatsApp format. You can reply in CRM.* Ask the client to resend the message in a supported format, such as text, an image, a video, a voice message, a document, or a contact. [Check out the full list of supported formats](https://developers.facebook.com/documentation/business-messaging/whatsapp/messages/send-messages#message-types). You can continue replying to the client from Kommo while they resend it. ### Message available only in the app (Error 131060) If you use the same WhatsApp number in both Kommo and the [WhatsApp Business app](/resources/docs/whatsapp-business-app-connect), Meta may not pass a client’s first message to Kommo due to [WhatsApp Business Platform limitations](https://developers.facebook.com/documentation/business-messaging/whatsapp/embedded-signup/onboarding-business-app-users#linked-devices). This can happen even when the message is sent in a supported format. Instead of the original message, you will see: *Unable to display this message in CRM. View it in the WhatsApp Business app. You can reply in CRM*. Open the WhatsApp Business app to view the message. You can still reply to the client from Kommo, including to the first message. ## Access and account errors ### Access token expired If Meta returns the following error message: *Your access token has expired. To keep using this integration,* *you'll need to re-authorize your Facebook account each year* (**Error 3117**), the Facebook access token used to connect your number has expired. To fix this issue, follow the appropriate steps based on your integration setup: #### For integrations with one connected number To resolve this issue, fully disconnect your current WhatsApp integration and then reconnect it. The disconnection steps depend on how your number was connected: [directly to Kommo](https://kommo.document360.io/docs/connect-whatsapp-business-to-kommo) or [through the WhatsApp Business app](https://kommo.document360.io/docs/whatsapp-business-app-connect). Find the guide that matches your connection type below. If you connected your WhatsApp number directly in Kommo: 1. In **Kommo**: - Go to WhatsApp Business **integration** → **Settings** and delete the connected WhatsApp number.![Overview of WhatsApp Business settings with highlighted options for managing accounts.](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/wa-integration-settings-en (1).png) - After that, unlink the connected Facebook profile. 2. In **your browser**: - Open Meta Business tools settings [https://business.facebook.com/latest/settings/business_info](https://business.facebook.com/latest/settings/business_info). - Go to the Partners tab. - If Kommo is listed as a partner, remove it. 3. Return to **Kommo**: - Go to **Pipeline** → **Automate** (upper-right corner). - Check whether any WhatsApp numbers are still listed as active in your account. If you find any, remove them. 4. Reconnect your WhatsApp number to Kommo. If you connected your number through the WhatsApp Business app: 1. On your phone: - Open the **WhatsApp Business** app. - Go to Menu (⋮) → Settings → Account → Business Platform. - Remove Kommo from the connected business platforms. 2. In **your browser**: - Open Meta Business tools settings [https://business.facebook.com/latest/settings/business_info](https://business.facebook.com/latest/settings/business_info). - Go to the Partners tab. - If Kommo is listed as a partner, remove it. 3. Return to **Kommo**: - Go to Pipeline → Automate (upper-right corner). - Check whether any WhatsApp numbers are still listed as active in your account. If you find any, remove them. 4. Reconnect your WhatsApp number to Kommo. **For integrations with multiple connected numbers** 1. If the issue affects only one number, remove this number [following the steps above](/resources/docs/troubleshoot-whatsapp-message-errors#for-integrations-with-one-connected-number1), and then reconnect it. 2. If all numbers are affected, remove them all [following the steps above](/resources/docs/troubleshoot-whatsapp-message-errors#for-integrations-with-one-connected-number1), and reconnect each number from scratch. ### Business profile or portfolio blocked If Meta returns the following error message: *We couldn’t send your message.* *The Business Portfolio associated with this WhatsApp number has been blocked. Please check your account status and try again* (**Error 3119**), it means your WhatsApp Business Account is blocked due to policy violations or incorrect data. To fix this issue: 1. Check why the account was restricted - Log in to [WhatsApp Business Manager](https://business.facebook.com/latest/whatsapp_manager/overview?business_id=) - Go to **Business Support Home → View / See details** - Review the reason for the restriction 2. Follow the right steps depending on when the restriction happened: - **If it happened right after connecting the number:** -For Coexistence setups — where you're using the number in both the WhatsApp Business app and Kommo — use the Request Review button in the app or WhatsApp Manager. -For direct connections — where the number is used only via WhatsApp Business in Kommo — request the review in WhatsApp Manager. - **If it happened after using the number:** -Review the reason in WhatsApp Manager. -Fix the issue and request a review in WhatsApp Manager. To do this, [follow this step-by-step guide](https://scribehow.com/embed/Request_a_review_to_restore_access_on_WhatsApp_Manager__p_uDvDzoT8WaHQ2JkS12Kw). 3. If Meta doesn’t approve the request or asks for provider help, ask the client to send: Kommo can then escalate the case to Meta’s support team. - A **screenshot** of the error - The **OAuth URL** from the error window > [!WARNING] > **Important**: Kommo can only help after the client has submitted a review request and received a response from Meta. ### Display name not approved If Meta returns the following error message: *Unable to send your message. Your WhatsApp account's name is still pending approval**.* *You can check its status in WhatsApp Manager* (**Error 3138**), it means the display name for the number hasn’t been approved by WhatsApp yet. This issue occurs specifically with 555 phone numbers (U.S. and Canada). Display name approvals typically take 24 – 48 hours, but sometimes it can take a bit longer. If it’s been less than 48 hours, you don’t need to do anything — just wait for the approval to complete. If it’s been longer, or if you think the name might not meet Meta’s guidelines, you can update and resubmit the display name. To fix this: 1. Go to [Business Manager](https://business.facebook.com/) and open **WhatsApp Manager.** 2. Select the account with the affected number. 3. In the left menu, click **Phone numbers.** 4. Under **Name**, hover over the display name and click the pencil icon. 5. Enter a new name and click **Next**. > [!WARNING] > **Important**: The name should be approved by WhatsApp before the number can be used. Learn more about display name approval in [this Meta article](https://www.facebook.com/business/help/378834799515077). If the display name is approved and the error still appears, escalate the case to support. ## Message delivery errors ### Message not delivered – spam or block If Meta returns the following error message: *Unable to send your message.* *Your messages might have been reported as spam, or the recipient has blocked your number* (**Error 3104****)**, it means that your number is limited due to high spam reports or being blocked by recipients. To fix this issue: 1. [Open WhatsApp Manager → Phone numbers.](https://business.facebook.com/latest/whatsapp_manager/phone_numbers?business_id=) 2. Hover over the status tooltip of the affected number to check the reason and get recommendations. 3. Follow the guidance provided by Meta. 4. Wait until the status changes to Approved. To avoid being flagged as spam or blocked by users, make sure your communication complies with [WhatsApp’s Business policy](https://business.whatsapp.com/policy?fbclid=IwZXh0bgNhZW0CMTEAYnJpZBEwTlNPbGp4NXdDMUkyYzZYeQEeQ-p7E-ezYOIVdE-GWs4yqRFleRdmY7r6grmg7lgLQ9XopzR-viQjEXL3_cs_aem_5QO8xTRKICCQnIKYkZNpvw). ### Meta marketing experiment: limited delivery If Meta returns the following error message: *We couldn’t send your message. The recipient is a part of a Meta experiment limiting marketing messages outside the 24-hour window. Please try a different message type or another channel to ask them to message you on WhatsApp first* (**Error 3133**), it means that Meta is running a test that limits delivery of marketing templates to certain users. For more information about marketing message restrictions, see [Meta’s Marketing Messages – Messenger Platform](https://developers.facebook.com/docs/messenger-platform/marketing-messages/?locale=en_US) documentation. To fix this issue: - Try sending a different type of template (e.g., Utility). - Ask the recipient to reply to your message to open the 24-hour window. - Consider following up via a different channel to ask the recipient to reply to the template to activate the 24h window again. > [!NOTE] > **Note:** For U.S. recipients, as of April 2025, marketing templates can no longer be sent at all – even if a session is open. To learn more, [read Meta’s Business Policy – Marketing Limitations article](https://developers.facebook.com/docs/whatsapp/cloud-api/guides/send-message-templates?locale=en_US). If the issue persists, contact Meta directly. ### Messaging limit reached for recipient If Meta returns the following error message: *Unable to send your message. You've reached the messaging limit for this contact. Please wait before sending more messages to this recipient* (**Error 3105**), it means that too many messages have been sent to the same recipient from your number in a short period of time. To fix this issue: - Wait before sending more messages to this contact. The limit is temporary and usually resets automatically. - You can continue messaging other contacts without delay. If the error persists over time and the recipient still does not receive messages, escalate the case to support. ## Media and file errors ### Media upload failure If Meta returns the following error message: *Unable to upload the media used in the message* (**Error 3109**), it means the attached file could not be uploaded to WhatsApp. This can happen due to: - Unsupported media format - File size exceeding WhatsApp’s limits - Extension mismatches or other media-related issues To fix this issue, check that your file type and size match [WhatsApp’s supported formats](https://developers.facebook.com/docs/whatsapp/cloud-api/reference/media#supported-media-types). If the file is valid and the error continues, collect the case — including the media file — and escalate it to support. ### Unsupported file type If Meta returns the following error message: *Unable to send your message. WhatsApp doesn’t support this type of file* (**Error 3129**), it means the attachment is in an unsupported format or is missing a file extension. This can also happen if the file size exceeds WhatsApp’s limits. To fix this issue: - Check that your file type and size match [WhatsApp’s supported formats](https://developers.facebook.com/docs/whatsapp/cloud-api/reference/media#supported-media-types). - Ensure the file includes a valid extension and does not exceed the allowed size. If the file meets all requirements and the error still occurs, escalate the case to support. ## Billing and payment error ### Missing payment setup If Meta returns the following error message: *Unable to send your message. Please ensure the payment method is set in Meta Business Manager. If the problem continues, contact our support team.* (**Error 3107**), it means that your WhatsApp Business Account is missing an active payment method or has configuration issues. To fix this issue: 1. [Open the Meta Business Manager on Facebook](https://business.facebook.com/select/?next=https%3A%2F%2Fbusiness.facebook.com%2Fbilling_hub%2Faccounts&ext=1755083646&hash=AcDg_PpUAGcPDd88BeYrV7llr3cFQqWfRaVRifZPOUKFGg): Go to **Billing & Payments** (for WhatsApp integrations) 2. Check for issues: -No payment account linked -Overused or inactive credit line -Missing timezone or currency settings -OBO (on-behalf-of) permissions declined -Account suspended or deleted Once you've fixed the setup, send a test message to make sure it's working. ## Related - [Create and manage WhatsApp Business message templates](/manage-whatsapp-business-message-templates.md) - [Connect to WhatsApp Business from different integrations or providers outside Kommo](/connect-to-whatsapp-business-from-different-integrations-or-providers-outside-kommo.md) - [Connect previously used numbers to WhatsApp Business](/connect-previously-used-numbers-to-whatsapp-business.md)