How can I reply to clients on my mobile phone?
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WhatsApp Channel Common Errors
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Error: “Media upload Error”
You might see the error message below:
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[{"code":131053,"title":"Media upload error","message":"Media upload error","error_data":{"details":"Sticker file could not be processed. Please choose a different file."}}] |
The reason is:
This might be the url you are using in the message or template message isn’t publicly available to access.
Also, this can be the file format you are using are not supported by WhatsApp.
Solution:
We were unable to upload the media for one or more reasons, such as an unsupported media type. Refer to the error.error_data.details value for more information about why we were unable to upload the media.
You can check the URL you are using, and make sure the file url starts with https, and ends with the file format at the end of URL, and also this media file should be always publicly accessible.
Blocked by Integrity. Integrity requirements not met
If you see this error message, this message can be triggered if you are trying to use “WhatsApp Flow” feature, you will need to check if your meta business manager is verified or not.
For certain feature like WhatsApp Flow, meta requires verified business manager to get access.
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Error: “Sending payload: 2018062 (#100)”
The request included one or more unsupported or misspelled parameters.
You might see error message like this:
Error sending payload: 2018047 (#100) อัพโหลดไฟล์แนบไม่สำเร็จ
Error sending payload: 2018062 (#100) O URL fornecido não está na lista de liberação de extensões do Messenger
It’s possible that you are using a few user custom field variables, but some of the variables don’t have the value populated.
You can add a conditional check about all the variables you are about to use, and notify the admin if there are any errors.
You can also go to the error logs, and locate the user, and check the value of the variable used in the message, and confirm if all of them have the correct value.
Learn more information here:
https://playdevelopers.googlefacebook.com/store/apps/details?id=com.uchat.application
Download iOS app here:
https://apps.apple.com/us/app/uchat-live-chat/id1622962059
Can I use my current mobile WhatsApp number in the WhatsApp cloud API?
You can not use your existing WhatsApp number on the WhatsApp Cloud API. You will either have to delete your existing WhatsApp account and then you can use the same number in the WhatsApp Cloud API or you need to get a totally separate number for the WhatsApp Cloud API account.
We recommend you get a new number for the WhatsApp Cloud API.
How can I delete a phone number from a business account?
You can refer to the link below to delete the phone number from your business account.
/docs/whatsapp/cloud-api/support/error-codes
Error: “Message failed to send because there are restrictions on how many messages can be sent from this phone number”
You might see the error message like this:
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[{"code":131048,"title":"Message failed to send because there are restrictions on how many messages can be sent from this phone number.This may be because too many previous messages were blocked or flagged as spam.","href":"https:\/\/developers.facebook.com\/docs\/whatsapp\/cloud-api\/support\/error-codes\/"}] |
This may be because too many previous messages were blocked or flagged as spam
It’s because you have sent many messages to other users, but many messages were blocked or flagged as spam.
So meta has placed some limitations on your number. You need to maintain a healthy account quality, otherwise, your account or WABA number might get blocked.
Error: “The message could not be sent. You do not have enough funds on your conversation prepaid balance to engage in any paid conversation”
You might see the error message like this:
The message could not be sent. You do not have enough funds on your conversation prepaid balance to engage in any paid conversation. Please proceed to http://hub.360dialog.com -> 'Insights & Billing' in order to top up your balance and optionally enable auto-renewal, which will prevent you from running out of funds in the future.
The reason is that you don’t have enough funds to your 360dialog account, you will need to purchase more credit from 360dialog. please go to your 360dialog account, insights & billings and add more credits.
Error: “(#200) Permissions error”
If you see this error, the reason is: Permission is either not granted or has been removed.
When you connect your WhatsApp account, you need to select all the permission required. Here is a video to explain in details:
https://www.youtube.com/watch?v=m9ZQa9cE_Wc
Error 28: Resolving timed out after 10000 milliseconds
So when we call meta API to send the message through their API, it takes longer then 10 seconds. That’s the default timeout settings from meta.
In this scenerio, it might be meta server is slow to respond or UChat server is having issues. You can check meta API status page first, if there isn’t any outage, reach out to UChat support.
Meta API status page:
https://metastatus.com/
Error: “Required parameter is missing - Error code 131008”
You might see the error code:
(#131008) Required parameter is missing Parameter of type text is missing text value
Reason:
The request is missing a required parameter.
Solution:
It’s possible that you are using a few user custom field variables, but some of the variables don’t have the value populated.
You can add a conditional check about all the variables you are about to use, and notify the admin if there are any errors.
You can also go to the error logs, and locate the user, and check the value of the variable used in the message, and confirm if all of them have the correct value.
Learn more information here:
https://developers.facebook.com/docs/whatsapp/cloud-api/support/error-codes
Error: “WhatsApp Message Template not found”
This means that you have used a WhatsApp template message, but we can’t find this template message from your WhatsApp account.
This might be the user changing the message template or deleted it from the WhatsApp business manager and the changes have not been synced back into the UChat Chatbot
Error: “Business account has been locked”
It looks like your whatsapp business account has been locked by meta. you need to contact meta to get support.
Also, you can go to your WhatsApp manager in the meta business manager for any notifications related to this error.
Error: “Failed to send message because this user's phone number is part of an experiment”
You might see the error message like this:
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[{"code":130472,"title":"Failed to send message because this user's phone number is part of an experiment","href":"https:\/\/developers.facebook.com\/docs\/whatsapp\/cloud-api\/support\/error-codes\/"}] |
Message was not sent as part of an experiment. See Marketing Message Experiment.
Learn more here:
https://developers.facebook.com/docs/whatsapp/phone-numbers#delete-phone-number-from-a-business-account
I am using 360Dialog currently, do I need to switch to Cloud API?
Here is the difference between 360Dialog & WhatsApp cloud API, here is a table for your reference:
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In summary, with 360dialog, the client has access to different WhatsApp offers (Cloud API, Business API, on-premise), hosting and performance upgrades (Premium Package, local hosting, multicores), and different support levels and SLAs - none of which is offered by Meta directly.
If you are using WhatsApp cloud API, it’s a little cheaper. You can get started easily with the test phone number & free 1000 session messages.
You can make your own decision based on the information above.
I can’t connect my business account under WhatsApp cloud API?
Currently, you can only connect a business account to one of UChat workspaces. If you need to switch to a different workspace, you need to disconnect and reconnect again to the new workspace.
The “#131008 parameter invalid” error keeps occurring, what to do?
If all other CUFs are filled properly and you are still facing a parameter invalid issue, then please make sure that the phone number of the user is properly formatted. Wrong formats (number without country code, number with local code etc) usually results in an invalid parameter issue.
Error: “Message failed to send because more than 24 hours have passed since the customer last replied to this number”
You might see the error message like this:
[{"code":131047,"title":"Re-engagement message","message":"Re-engagement message","error_data":{"details":"Message failed to send because more than 24 hours have passed since the customer last replied to this number."},"href":"https:\/\/developers.facebook.com\/docs\/whatsapp\/cloud-api\/support\/error-codes\/"}]
[{"code":470,"href":"https:\/\/developers.facebook.com\/docs\/whatsapp\/api\/errors\/","title":"Message failed to send because more than 24 hours have passed since the customer last replied to this number"}]
This is because it has been more than 24 hours since you last received a user initiated message - the session is closed and you can no longer use free-form messages. Please find a way to restrict message sending if there was no incoming message for the given user/phone number within 24h. Alternatively, you can contact the user using a Template Message.
Error: “Business Account and Consumer Account pair rate limit hit”
You might see the error like this:
(#131056) (Business Account, Consumer Account) pair rate limit hit
The reason for this error:
Too many messages sent from the sender phone number to the same recipient phone number in a short period of time.
Solution:
Wait and retry the operation, if you intend to send messages to the same phone number. You can still send messages to a different phone number without waiting
Learn more information here:
https://developers.facebook.com/docs/whatsapp/cloud-api/support/error-codes/
Error: “Error validating access token”
You might see the error message like this:
Error validating access token: The session has been invalidated because the user changed their password or Facebook has changed the session for security reasons.
Users who connected to WhatsApp have changed their password on their Facebook account. As a security measure Meta logs out all third-party platforms so reconnect once to establish the connection again will resolve the issue
The solution is to reconnect the channel. Because the user might have changed their password, so the previous token is not valid anymore.
Error: “Spam Rate limit hit”
You might see the error like this:
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[{"code":131048,"title":"Spam Rate limit hit","message":"Spam Rate limit hit","error_data":{"details":"Message failed to send because there are restrictions on how many messages can be sent from this phone number.This may be because too many previous messages were blocked or flagged as spam."},"href":"https:\/\/developers.facebook.com\/docs\/whatsapp\/cloud-api\/support\/error-codes\/"}] |
Reason:
Message failed to send because there are restrictions on how many messages can be sent from this phone number. This may be because too many previous messages were blocked or flagged as spam.
Solution:
Check your quality status in the WhatsApp Manager and see the Quality-Based Rate Limits documentation for more information.
Error: “Receiver is incapable of receiving this message”
You will usually see the error message like this:
[{"code":131026,"title":"Receiver is incapable of receiving this message","message":"Receiver is incapable of receiving this message","error_data":{"details":"Message Undeliverable."}}]
Possible reasons:
Unable to deliver a message. Reasons can include:
· The recipient phone number is not a WhatsApp phone number.
· Recipient has not accepted our new Terms of Service and Privacy Policy.
· Recipient using an old WhatsApp version; must use the following WhatsApp version or greater:
o Android: 2.21.15.15
o SMBA: 2.21.15.15
o iOS: 2.21.170.4
o SMBI: 2.21.170.4
o KaiOS: 2.2130.10
o Web: 2.2132.6
Solution:
Confirm with the recipient that they agree to be contacted by you over WhatsApp and are using the latest version of WhatsApp.
Learn more information:
https://developers.facebook.com/docs/whatsapp/cloud-api/support/error-codes
Error: “#200 permission error - WhatsApp Cloud API”
This error is because the user doesn't give enough permission. Reference video below to solve the issue:
https://www.youtube.com/watch?v=m9ZQa9cE_Wc
Error: “Message not sent because outside 24 hours”
This limit applies to meta channels(Messenger, Instagram, WhatsApp). If the user hasn't engaged with your bot for the past 24 hours.
You can’t reach them directly. For WhatsApp, you will need to send a template message, for Messenger, you will need to send recurring notification or one time notification.
There aren't any good options to reach the Instagram user if they are outside of a 24 hour window.
More information here:
https://developers.facebook.com/docs/messenger-platform/policy/policy-overview/
Error: “Message Undeliverable”
The error code 131026, Message undeliverable
Possible reasons:
Unable to deliver a message. Reasons can include:
· The recipient phone number is not a WhatsApp phone number.
· Recipient has not accepted our new Terms of Service and Privacy Policy.
· Recipient using an old WhatsApp version; must use the following WhatsApp version or greater:
o Android: 2.21.15.15
o SMBA: 2.21.15.15
o iOS: 2.21.170.4
o SMBI: 2.21.170.4
o KaiOS: 2.2130.10
o Web: 2.2132.6
Solution:
Confirm with the recipient that they agree to be contacted by you over WhatsApp and are using the latest version of WhatsApp.
Learn more information:
https://developers.facebook.com/docs/whatsapp/cloud-api/support/error-codes
Error: “Message undeliverable - Code 131026”
Unable to deliver a message. Reasons can include:
· The recipient phone number is not a WhatsApp phone number.
· Recipient has not accepted the new Terms of Service and Privacy Policy.
· Recipient using an old WhatsApp version; must use the following WhatsApp version or greater:
Confirm with the recipient that they agree to be contacted by you over WhatsApp and are using the latest version of WhatsApp.
Error: “Business eligibility payment issue”
The full error can be something looks like this:
[{"code":131042,"title":"Message failed to send because there were one or more errors related to your payment method.","href":"https:\/\/developers.facebook.com\/docs\/whatsapp\/cloud-api\/support\/error-codes\/"}]
This error usually happens in Cloud API, WhatsApp channel.
You will need to go to your Facebook business manager, and then WhatsApp manager, and then check if you have any payment issues with your billing. Because meta charge for the WhatApp template message, so you will need to set up the valid credit card in the billing section in your WhatsApp manager.
Error: “Invalid Parameter #100”
You might see the error message like this:
(#100) Unexpected key "index" on param "template['components'][0]['parameters'][0]".
Reason:
The request included one or more unsupported or misspelled parameters.
Solution:
See the endpoint's reference to determine which parameters are supported and how they are spelled.
Ensure when setting the business public key, it is a valid 2048-bit RSA public key in PEM format.
Ensure there is no mismatch between the phone number id you are registering and a previously stored phone number id.
Error: “(#132001) Template name does not exist in the translation”
This error means the template don’t exist The template does not exist in the specified language or the template has not been approved.
Make sure your template has been approved and the template name and language locale are correct. Please ensure you follow message template guidelines.
Error: “(#131053) Downloading media from weblink failed with https code 401, Unauthorized”
This error arises when a 3rd party storage (Cloudinary, S3 etc) is integrated and a file is shared using a flow without the required permissions resulting in files of certain formats not being delivered to users.
To resolve this, either disconnect your storage integration or enable the settings that allow us to share the files.
Below is an example from cloudinary;
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