Questions and quick fixes

The questions we hear most, and what to do about each one.

Sending problems

“Outside the 24-hour window”: the customer hasn't written to you in the last 24 hours. Send an approved template instead of a normal message.
“Monthly limit reached”: you've used all the messages in your plan this month. Buy a message add-on or move to a bigger plan on the Billing page.
“Daily limit reached”: WhatsApp limits how many people each number can start chats with per day. The limit goes up by itself while your quality stays Good.
Message stuck on “waiting to send”: open the Reliability page to see what's waiting and what has failed. We'll try again automatically.
A contact isn't getting your messages: check whether they replied STOP. Unsubscribed contacts don't get templates, campaigns or automatic messages, but you can still reply if they write to you.
Delivered but not read: that's normal. Read receipts depend on the customer's own privacy settings.
“Invalid number”: include the country code, e.g. +91 98765 43210.

Sent back by our team: read the note on the template, make the changes and send it again.
Rejected by Meta: this is usually because a sales message was filed as Utility, examples for placeholders were missing, or the placeholders weren't clear.
My template from Meta isn't showing: click Sync from Meta on the Templates page.
I can't choose it for a campaign: only templates approved by Meta can be used.
Changing an approved template means it has to be approved again.

Get approved faster

Give a realistic example for every placeholder, and put sales or promotional messages in the Marketing category.

Paid plans are paid for with Razorpay, and Razorpay emails you a receipt.
Add-ons are a one-time purchase that applies to the current month only.
If you move back to Free, the change happens at the end of your current billing period.
You can choose the currency you pay in on the Billing page.
If a renewal payment fails, Razorpay tries again automatically. Update your payment method using the link in Razorpay's email so you don't lose your plan.
Meta's charges for WhatsApp conversations are shown on the Analytics page, under Costs.

I can't see Settings or Billing: you need to be an owner or admin. Ask the owner of your workspace.
I'm seeing the wrong data: you may be in a different workspace. Switch using the menu at the top of the sidebar.
My invitation expired: ask an admin to send it again from the Team page.
I'm blocked when working from a new place: your workspace may only allow certain locations. Ask an admin to check the Compliance page.