FAQWhatsAppApplies to: All plansLast updated: Sep 19, 2026

FAQ: WhatsApp messages not arriving

By the end of this page you know the failure cause and its fix path.

Why accepted with no delivery?

Missing WABA payment method. Add billing and complete currency, time zone, address, and verification in Meta.

Why does free text fail?

It needs a real webhook lastInboundAt inside 24 hours. Merchant messages do not open the window. Outside the window use a template.

Why no inbound events?

Confirm the Meta app is Live, the Callback URL plus messages field are set, then Resync with override_callback_uri.

Why does the customer button not update the order?

Check NO_MAPPING, DUPLICATE, and TRANSITION_BLOCKED reasons in [whatsapp/flow] logs with the traceId. Resends create a new mapping while keeping the old one valid.

Database

WhatsAppAccount keyed by merchantId+phoneNumberId, WhatsAppChat for digits phones, WhatsAppMessage including button, interactive, and voice, WhatsAppTemplate, and WhatsAppOrderConfirmation per outboundMessageId.

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