Troubleshoot WhatsApp message errors

What are WhatsApp message errors?

When you send or receive WhatsApp messages through Kommo, Meta processes them through the WhatsApp Business Platform. If Meta cannot process a message, it returns an error to Kommo.

Kommo displays the error so you can understand what happened and what to do next. The underlying cause can be a Meta rule or restriction, or a setup, account, recipient, or message issue that prevents Meta from processing the message.

Use the table below to find the error code and go directly to the troubleshooting steps.

Phone number and registration errors

Recipient not registered or using outdated WhatsApp version

If you see this Meta error:

Unable to send your message. The recipient may need to accept WhatsApp's new terms, update WhatsApp, or register their phone number. Try again later (3126). 

This error matches Meta error 131026. For more information, check Meta’s documentation. 

Meta cannot deliver the message because the recipient does not currently meet one of WhatsApp’s requirements.

One of the following may apply:

• The recipient is not registered on WhatsApp.

• They have not accepted the latest WhatsApp Terms of Service.

• They are using an outdated version of WhatsApp.

Contact the client through another channel, such as email, SMS, or a phone call, and ask them to:

1. Open WhatsApp and accept the updated Terms of Service if prompted.

2. Update WhatsApp to the latest version.

3. Confirm that their phone number is registered on WhatsApp.

4. Try sending a WhatsApp message to your business number.

After the client completes the required steps, try sending the message again.

Invalid phone number

If you see this Meta error:

Unable to send your message. Please ensure the contact’s phone number is correct (Error 3135).

This error matches Meta error 100. For more information, check Meta’s documentation. 

Meta cannot identify the phone number as a valid WhatsApp recipient.

This can happen if the number:

• Is too short.

• Contains incorrect characters.

• Does not include the correct country code.

• Is not registered on WhatsApp.

To resolve the issue:

1. Check that the phone number saved in Kommo is correct.

2. Make sure it includes the correct country code.

3. If needed, verify whether WhatsApp recognizes the number:

   1. Open WhatsApp on your phone. Go to Chats and tap +. Select New contact.

   2. Enter the phone number.

   3. Check whether WhatsApp recognizes it.

If WhatsApp does not recognize the number, messages cannot be delivered to it through the WhatsApp Business Platform.

Number not registered

If you see this Meta error:

Unable to send your message. Please reconnect your phone number to the integration and try again (3123).

This error matches Meta error 133010. For more information, check Meta’s documentation. 

Meta cannot find an active WhatsApp Business Platform registration for the number. This can happen when the number was not connected correctly or Meta has not finished synchronizing recent connection changes.

If the number still appears as connected in Kommo, wait a few minutes and send an approved WhatsApp template to a test lead.

If the error continues, disconnect and reconnect the number.

If the issue persists after following these steps, contact Kommo support for further assistance. 

Phone number disconnected or WhatsApp Manager deleted

If you see this Meta error:

Unable to send your message. Make sure your phone number is active and connected in WhatsApp Manager (3136). 

Meta considers the phone number or its WhatsApp Business Account inactive.

This can happen if:

• The number was removed from WhatsApp Manager.

• The WhatsApp Business Account connected to the number was removed.

• A migration to another Business Portfolio is still in progress.

If a migration is in progress, wait for it to finish before trying again.

Otherwise, disconnect and reconnect the number.

If the issue persists after following these steps, contact Kommo support for further assistance.

Disconnected number – removed from widget but still used

If you see this Meta error:

Unable to send your message. Your phone number is no longer connected to the WhatsApp Business integration. Reconnect it to continue sending messages (3137). 

The number was removed from the WhatsApp Business integration settings in Kommo but remains connected to Meta.

This error usually appears when you try to send a message from an existing chat that is still linked to the old number that was previously connected to Kommo.

To resolve the issue, disconnect the old number and reconnect the new number.

If the issue persists after following these steps, contact Kommo support for further assistance.

Disconnected number – removed from integration but still used

If you see this Meta error:

Unable to send your message. Your phone number is no longer connected to WhatsApp. Please reconnect it and try again (3120).

This error matches Meta error 33. For more information, check Meta’s documentation. 

The number was removed from the WhatsApp Business integration in Kommo and is no longer connected to Meta.

This error appears when you try to send a new message after the number has already been disconnected.

To resolve the issue, make sure the previous connection has been removed, then reconnect the number.

If the issue persists after following these steps, contact Kommo support for further assistance.

Template and messaging rule errors

Marketing template blocked due to session rule

If you see this Meta error:

Unable to send your message. Meta may have temporarily restricted your ability to send messages. Please wait and try again later. Increasing the time between attempts can help (3132). 

This error matches Meta error 131049. For more information, check Meta’s documentation. 

Meta has temporarily limited delivery of the marketing template to this recipient. This is a recipient-level restriction controlled by Meta and does not necessarily mean that the template was blocked for everyone.

To continue, you can:

• Wait and try sending the marketing template later.

• Send a template in a different category (e.g., Utility).

• Contact the client through another channel and ask them to message your business on WhatsApp.

When the client messages your business on WhatsApp, a new 24-hour customer service window opens.

To learn more about different template categories, see WhatsApp templates overview.

24-hour service window closed

If you see this Meta error:

Unable to send your message. The recipient has been inactive for over 24 hours. Please use an approved template or wait for their response (3108).

This error matches Meta error 131047. For more information, check Meta’s documentation. 

Meta rejected the free-form message because there is no open 24-hour customer service window for this client.

The window starts whenever the client sends your business a WhatsApp message. While it is open, you can send free-form messages. When it closes, Meta requires an approved WhatsApp template before your business can initiate another conversation.

To create a template:

1. In Kommo, go to Automations → Templates → Chat templates.

2. Click + New template → WhatsApp template.

3. Create the template. Click Send for review.

Meta reviews the template and determines whether it can be used on WhatsApp.

Before sending a template, make sure:

• Its content matches the selected template category.

• The template has been approved by Meta.

• A valid payment method is connected to your WhatsApp Business Account.

• The content follows WhatsApp’s messaging policies.

• The client has agreed to receive WhatsApp messages from your business.

Once Meta approves the template, you can send it to the client.

Sending or delivering a template does not open a new 24-hour customer service window. The client must send your business a message to open it.

If you change the content of an approved template while sending it, Meta may treat it as a free-form message. If the customer service window is closed, the message will be rejected.

If fewer than 24 hours have passed since the client’s last message but you still see this error, contact Kommo support.

To learn more, see:

• Create and manage WhatsApp Business message templates

• Updated pricing rules for WhatsApp Business

Template paused due to poor quality

If you see this Meta error:

Unable to 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 (3115).

This error matches Meta error 132015. For more information, check Meta’s documentation. 

Meta paused the template because of poor quality signals, such as recipient complaints, blocking activity, or low engagement.

To resolve the issue:

1. Open WhatsApp Manager → Message templates.

2. Find the affected template. Check its status, quality rating, and the reason it was paused.

3. In Kommo, go to Automations → Templates → Chat templates.

4. If the template can be edited, update its content based on Meta’s feedback.

5. Submit it for review again.

Meta decides whether the updated template can be approved and used again.

If the existing template cannot be restored, create a new template with revised content and submit it for review.

To learn more, see Create and manage WhatsApp Business message templates.

Unapproved or deleted template used

If you see this Meta error:

Unable to send your message. Make sure your message template is approved by Meta. You can check its status in Communication Tools (3111). 

This error matches Meta error 132001. For more information, check Meta’s documentation. 

Meta couldn’t send the template because it is not approved, available, or active. 

The template may:

• Be pending review and approval from Meta.

• Have been rejected by Meta.

• Have been deleted.

• No longer exist in the connected WhatsApp Business Account.

To resolve the issue:

1. In Kommo, go to Automations → Templates → Chat templates.

2. Find and open the affected template.

3. Make sure it:

   • Has the Approved status.

   • Uses the correct category.

   • Uses the correct language.

   • Belongs to the correct WhatsApp Business Account.

4. If the template is not approved, update it if necessary and submit it for review.

To learn more, see Create and manage WhatsApp Business message templates.

URL button used in freeform message

If you see this Meta error:

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 (3130).

Meta does not allow URL buttons in regular free-form WhatsApp messages. URL buttons must be included in an approved WhatsApp template.

To resolve the issue:

1. In Kommo, go to Automations → Templates → Chat templates.

2. Click + New template.

3. Select WhatsApp template.

4. Add a URL button.

5. Click Send for review.

6. Wait for Meta to approve the template before sending it.

To learn more, see Create and manage WhatsApp Business message templates.

Duplicate buttons in message

If you see this Meta error:

Unable to send your message. Please remove any duplicate buttons from your message and try again (3131).

Meta rejected the message because two or more buttons have the same text. Identical emojis or variations consisting solely of spaces may also be treated as duplicate button labels.

To resolve the issue:

1. In Kommo, go to Automations → Templates → Chat templates.

2. Open the affected template.

3. Give each button a clearly different label.

4. Click Send for review.

5. Wait for Meta to approve the updated template.

If every button has a unique label but the error continues after approval, contact Kommo support.

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, Meta does not provide the original content to Kommo. As a result, Kommo cannot display it.

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.

For more information about Meta error 131051, check Meta’s documentation. 

To continue:

1. Ask the client to resend the content in a supported format, such as text, an image, a video, a voice message, a document, or a contact.

2. Continue replying to the client from Kommo while they resend it.

For more information about supported content, see Meta’s supported media types documentation.

Message available only in the app (Error 131060)

This error may apply when you connect your number to Kommo through the WhatsApp Business app.

Meta may only make the message available in the WhatsApp Business app, so it cannot be displayed in Kommo. This can happen when:

• A client messages your business for the first time.

• A client sends the first message after opening a Click-to-WhatsApp ad.

• A message is sent or received through an unsupported companion device.

In this case, Kommo will not display the content. Instead you will see the following error:

Unable to display this message in CRM. View it in the WhatsApp Business app. You can reply in CRM.

For more information about Meta error 131060, check Meta’s documentation. 

To continue:

1. Open the WhatsApp Business app to view the original message.

2. Return to Kommo to reply to the client.

The issue may resolve shortly after the first message, and subsequent messages may appear normally.

To learn more, see Manage WhatsApp chats in both Kommo and the app.

Access and account errors

Access token expired

If you see this Meta error:

Unable to send your message. Your Facebook account must be reconnected once a year. Reconnect it to keep using this integration (3117). 

This error matches Meta error 190. For more information, check Meta’s documentation. 

The Facebook access token used to connect your WhatsApp number has expired.

To resolve the issue, fully disconnect the affected WhatsApp connection and then reconnect it. The steps depend on how the number was connected.

If you connected your WhatsApp number directly in Kommo

1. In Kommo:

   • Open the WhatsApp Business integration → Settings.

   • Delete the connected WhatsApp number.

   • Unlink the connected Facebook profile.

2. In your browser:

   • Open Meta Business settings.

   • Go to Partners.

   • If Kommo is listed as a partner, remove it.

3. Return to Kommo:

   • Go to Pipeline → Automate.

   • Check whether the affected WhatsApp number is still listed as active.

   • If it is, remove it.

4. Reconnect the number by following Connect WhatsApp Business to Kommo.

If you connected your number through the WhatsApp Business app

1. On your phone:

   • Open the WhatsApp Business app.

   • Go to Settings → Account → Business Platform.

   • Remove Kommo from the connected business platforms.

2. In your browser:

   • Open Meta Business settings.

   • Go to Partners.

   • If Kommo is listed as a partner, remove it.

3. Return to Kommo:

   • Go to Pipeline → Automate.

   • Check whether the affected WhatsApp number is still listed as active.

   • If it is, remove it.

4. Reconnect the number by following Connect the WhatsApp Business app to Kommo.

If you have multiple connected numbers

• If the error affects only one number, disconnect and reconnect only that number using the relevant instructions above.

• If the error affects all connected numbers, disconnect each affected number and reconnect them from scratch.

Removing a number or connection can temporarily interrupt WhatsApp messaging. Make sure you follow the instructions for your connection type.

Access token invalid, expired, or missing permissions

If you see this Meta API error:

We couldn’t access your WhatsApp account (API error 200 — 299).

This error matches Meta error 200 — 299. For more information, check Meta’s documentation. 

This error is returned by Meta when the WhatsApp Business Platform cannot authorize access to your WhatsApp Business Account.

The issue is usually related to Meta authorization, permissions, billing, or WhatsApp Business Account configuration — not settings inside Kommo.

This can happen because:

• The access token has expired or does not include the required permissions.

• Kommo does not have access to your WhatsApp number in Meta Business Suite.

• A previous WhatsApp Business Solution Provider, such as Twilio, MessageBird, or 360dialog, still has billing access connected to your WhatsApp Business Account.

• There is an issue with your WhatsApp Business Account setup.

• Meta is experiencing a temporary API issue.

The solution depends on whether Kommo appears in your Meta settings. Check Kommo’s partner status in Meta:

1. Open Meta Business Suite.

2. Check whether Kommo is listed as a partner for the affected WhatsApp number.

If Kommo is listed as a partner

The issue is usually caused by outdated or restricted permissions in the existing Meta authorization token.

Simply reconnecting the number or logging out of Facebook may not resolve it because a new token can inherit the same restrictions.

To refresh the authorization:

1. In Meta Business Suite, go to Integrations → Connected Apps.

2. Find Kommo.

3. Click Remove and confirm the removal.

4. In Kommo, open the WhatsApp Business integration settings.

5. Complete the Meta authorization process again.

6. Reconnect the affected number:

   • Connect WhatsApp Business to Kommo

   • Connect the WhatsApp Business app to Kommo

This creates a new Meta authorization token with updated permissions.

Note: Removing Kommo from Meta temporarily disconnects all WhatsApp numbers and Instagram accounts connected through the same authorization. Make sure you are prepared to reconnect all affected channels.

If Kommo is not listed as a partner

Check for the following issues:

1. A previous provider still has billing access
   Check whether an active credit line from a previous WhatsApp Business Solution Provider, such as Twilio, MessageBird, or 360dialog, is still connected to your WhatsApp Business Account.
   To resolve this:

   • Contact the previous provider and ask them to unlink their credit line from your WhatsApp Business Account.

   • Alternatively, switch to direct billing in Meta Business Suite by adding your own payment method through Meta’s direct sign-up flow.

2. The WhatsApp Business Account was not created correctly
   In some cases, the WhatsApp Business Account may need to be recreated. If you cannot recreate it or the issue continues, contact Meta Support.

If the issue continues after checking partner access, billing, and the WhatsApp Business Account settings, contact Kommo support and provide the Meta error details.

Business profile or portfolio blocked

If you see this Meta error:

Unable to send your message. The Business Portfolio associated with this WhatsApp number has been blocked. Please check your account status and try again (3119). 

This error matches Meta error 131031. For more information, check Meta’s documentation. 

Meta has restricted the Business Portfolio associated with your WhatsApp number.

To resolve the issue:

1. Open Meta Business Support Home or WhatsApp Manager.

2. Select the affected Business Portfolio.

3. Review the reason provided by Meta.

4. Complete any required steps.

5. Submit a review request if Meta makes this option available.

If Meta rejects the review or asks you to contact your solution provider, contact Kommo support and provide:

• A screenshot of Meta’s error or review result.

• The OAuth URL from the error window, if Meta displays one.

Kommo can help escalate eligible cases, but Meta reviews the restriction and decides whether to remove it.

Display name not approved

If you see this Meta error:

Unable to send your message. Your WhatsApp account name was not approved. Check its status in WhatsApp Manager (3138). 

This error matches Meta error 131037. For more information, check Meta’s documentation. 

Meta has not yet approved the display name associated with your WhatsApp number. This may occur with Meta-provided +1 555 test numbers.

To check the status:

1. Open Meta Business Suite → WhatsApp Manager.

2. Select the WhatsApp Business Account with the affected number.

3. Click Phone numbers.

4. Find the number and check the display-name status.

5. If Meta allows you to edit it, click the edit icon.

6. Enter the updated display name and submit it.

If Meta shows the display name as approved but the error continues, contact Kommo support.

Message delivery errors

Message not delivered – spam or block

If you see this Meta error:

Unable to send your message. Meta has restricted your WhatsApp number due to its quality rating. Check its status in WhatsApp Manager and try again later (3104). 

This error matches Meta error 131048. For more information, check Meta’s documentation. 

Meta may have restricted message delivery because recipients reported your messages or blocked your number.

To check the number:

1. Open WhatsApp Manager → Phone numbers.

2. Select the affected number.

3. Review its status, quality information, and any recommendations provided by Meta.

4. Follow Meta’s instructions.

After Meta removes the restriction, try sending the message again.

To reduce the risk of future restrictions:

• Message only clients who expect to hear from your business.

• Follow WhatsApp’s Business Messaging Policy.

• Avoid repetitive or irrelevant messages.

• Monitor template quality and recipient feedback.

Meta marketing experiment: limited delivery

If you see this Meta error:

We couldn’t send your message. The recipient is 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 (3133).

This error matches Meta error 130472. For more information, check Meta’s documentation. 

Meta is limiting how many marketing messages this recipient can receive outside an open 24-hour customer service window.

To continue, you can:

• Wait and try sending the marketing template later.

• Use an approved utility template only if the message genuinely meets Meta’s utility-template requirements.

• Contact the client through another channel and ask them to message your business on WhatsApp.

When the client sends your business a WhatsApp message, a new 24-hour customer service window opens.

Messaging limit reached for recipient

If you see this Meta error:

Unable to send your message. You've reached the messaging limit for this contact. Please wait before sending more messages to this recipient (3105). 

This error matches Meta error 131056. For more information, check Meta’s documentation. 

Meta has temporarily limited how many messages can be sent to this recipient.

Wait before sending another message to the client. You can continue messaging other clients.

If the error continues after waiting and trying again, contact Kommo support.

Media and file errors

Media upload failure

If you see this Meta error:

Unable to upload your file. Make sure it meets WhatsApp's file requirements and try again (3109). 

This error matches Meta error 131053. For more information, check Meta’s documentation. 

Meta could not process the attachment through the WhatsApp Business Platform.

This can happen because:

• The media format is not supported.

• The file exceeds Meta’s size limit.

• The file has a missing or incorrect extension.

• Meta could not process the media file.

To resolve the issue:

1. Check the file’s format and size in Meta’s supported media types documentation.

2. Make sure the file has the correct extension.

3. Reduce the file size or convert it to a supported format if necessary.

4. Try sending the file again.

If the file meets the documented requirements but the error continues, contact Kommo support and provide the error details.

Unsupported file type

If you see this Meta error:

Unable to send your message. WhatsApp doesn't support this file type (3129). 

This error matches Meta error 100. For more information, check Meta’s documentation. 

Meta rejected the attachment because its format, extension, or size does not meet the WhatsApp Business Platform requirements.

To resolve the issue:

1. Check the file’s format and size in Meta’s supported media types documentation.

2. Make sure the file has the correct extension.

3. Reduce the file size or convert it to a supported format if necessary.

4. Try sending the file again.

If the attachment meets the requirements but the error continues, contact Kommo support.

Billing and payment error

Missing payment setup

If you see this Meta error:

Unable to send your message. To send templates, you need to link a valid payment method to your WhatsApp Business Account. If the issue continues, contact Meta support (3107). 

This error matches Meta error 131042. For more information, check Meta’s documentation. 

Meta cannot process the WhatsApp message because the connected WhatsApp Business Account does not have a valid billing setup.

The location of the payment settings depends on how you connected your number.

• If you connected the number directly in Kommo, open Meta Business Suite → Billing & payments.

• If you connected the number through the WhatsApp Business app, open the payment settings for the relevant WhatsApp Business Account in Meta.

Check for the following issues:

• No payment method or payment account is linked.

• The payment method is inactive or unavailable.

• Required tax information is missing.

• The credit line is inactive or has reached its limit.

• Currency or timezone settings are missing.

• The WhatsApp Business Account is suspended or deleted.

• A required messaging permission is pending or has been declined.

• You do not have permission to use or manage the payment method.

Fix any issue shown by Meta, then send a test message again.

Meta determines WhatsApp message charges according to its current pricing rules. See Updated pricing rules for WhatsApp Business.

If Meta shows the payment setup as active but the error continues, contact Kommo support.