When something does not arrive, start here.
6 answers
Work down this list before assuming a platform fault.
Nine times out of ten it is one of these five.
Volume is not the problem; irrelevance is.
Message people who expect to hear from you, keep marketing to a sensible cadence, and always give an easy way to stop. A number that collects blocks loses its quality rating and then its limit.
On a newly connected number, stay well under 2,000 conversations in 24 hours until the rating settles.
The full guidance is emailed to the owner when a number is connected, and sits on the Templates page in the app.
Open the batch, each failed row carries its own reason.
Campaign history breaks a send down per recipient. Typical causes are an invalid number, a recipient who has blocked you, or the limit being reached partway through.
Fix the rows and resend to just those contacts rather than the whole list.
Check the snippet is on the page, and that the widget is enabled.
View the page source and confirm the script tag is present and not blocked by a cookie or consent script. Aggressive caching on your site can also serve a version of the page from before you pasted it.
On mobile, the widget expands to full screen when the keyboard opens. That is intended, not a layout bug.
Usually a token that needs reconnecting, or missing Page permissions.
Check the connected account status first. Password changes, removed admins and revoked apps all invalidate the connection silently on Meta's side.
Reconnect from the channels page. Comments and DMs resume from the moment the connection is restored.
Tell us the who, the what and the when.
Include the phone number or contact involved, roughly when it happened, what you expected, and a screenshot of the screen you were on. That is normally enough for us to find it in the logs on the first pass.
For a failed campaign, the campaign name and the time of the send is the fastest possible starting point.
Tell us the number, the time and what you expected. That is usually enough for us to spot it.