Rabt WhatsApp CRM

Troubleshooting

Message Failures

When a message fails to send, the platform logs the reason to help you fix the issue quickly.

Where to Find Failed Messages

In the conversations view, failed messages appear with an ❌ mark.

For campaigns, you can see delivery statistics from the Broadcast page.

Campaigns page

Common Failure Causes

1. Number Not Registered on WhatsApp

Error: Phone number not registered on WhatsApp

Cause: The number entered doesn't use WhatsApp.

Fix:

  • Verify the number is correct
  • Ask the customer: do they use WhatsApp on this number?
  • Add a tag like no-whatsapp to the contact to avoid retrying

2. Invalid Phone Number Format

Error: Invalid phone number format

Cause: The number doesn't follow international format.

Correct format: international number without + or 00

WrongCorrect
01012345678201012345678
+201012345678201012345678
00201012345678201012345678
0512345678966512345678

3. Instance Disconnected

Error: Instance not connected or Session disconnected

Fix:

4. Rate Limit Exceeded

Error: Rate limit exceeded or Too many messages

Cause: WhatsApp limits how many messages can be sent in a short period.

Fix:

  • Don't send thousands of messages in minutes — spread sends over hours
  • Use the Broadcast scheduling feature to distribute sends

5. Media File Too Large

Error: Media file too large

Size limits:

  • Images: 5 MB
  • Video: 16 MB
  • Documents: 100 MB

Fix: Compress the file before sending.

6. User Blocked You

Error: User blocked or Message not delivered

Cause: The customer added you to their block list or reported you as spam.

Fix:

  • You cannot send messages to someone who blocked you
  • Tag the contact as blocked and remove them from future campaigns

7. Automation Flow Didn't Trigger

Cause: Flow settings are incorrect or the keyword doesn't match.

Check:

  • Open the automation and confirm its status is Active (not disabled)
  • Verify the keyword matches exactly (case-sensitive)
  • Send a test message to yourself to verify the flow

Retrying Failed Messages

In some cases you can retry:

  1. Open the conversation with the failed message
  2. Click the failed message (❌ icon)
  3. Click Retry

For campaigns, from the campaign stats page you can Retry Failed to resend only to recipients that failed.

Next Step

← Billing FAQ