Status

Description

WhatsApp Balance Deducted

Campaign successfully created in Qontak but not yet sent to META. 

This status should only appear temporarily. If it lasts too long, please contact Qontak support team.

Campaign has been sent by the Qontak system to META and is waiting for META to forward it to the recipient.

Here are some conditions where the campaign message has not yet been forwarded by META:
1. Template Pacing
2. Business Portfolio Pacing

Campaign successfully forwarded by META to the recipient, but not yet received on the device (for example, if the recipient's WhatsApp is inactive). Usually marked with one checkmark.

Campaign successfully received by the recipient's device. Usually marked with two checkmarks.

Yes, only deducted once per message (between delivered or read)

Campaign has been read by the recipient (two blue checkmarks).

Yes, only deducted once per message (between delivered or read)

This status is calculated by the Qontak system (not from META). If the recipient replies within a maximum of 30 days after the campaign is sent, it will be considered as replied.

Effective from February 1, 2026, campaigns sent to rooms with still active conversations will no longer be counted as replied in the calculation of reply rate in Qontak.

No

Campaign delivery failed. Failure can come from the Qontak system or META. Please see the error details below to understand the cause and handling steps.

Recipient number is not a WhatsApp number
Solution: 
Please check if the recipient has ever sent a message to your WABA number. If not, you can enter the recipient number into the link below to validate whether the number is a WhatsApp number https://wa.me/{phone_number}

Recipient has not accepted META's Terms of Service (ToS)
Solution: 
Send the following link to the recipient via non-WhatsApp communication methods https://wa.me/tos/20210210 

Recipient is using an outdated WhatsApp Web or Mobile version. 

Solution: 
Inform the recipient to update their WhatsApp version at least to:

• Android: 2.21.15.15
• SMBA: 2.21.15.15
• iOS: 2.21.170.4
• SMBI: 2.21.170.4
• KaiOS: 2.2130.10
• Web: 2.2132.6

131049

Meta chose not to deliver.

This message was not delivered to maintain healthy ecosystem engagement.

Affected category: Marketing

META implements marketing message acceptance limits to maintain the WhatsApp user experience.

The limit per recipient can vary over certain periods, determined by a combination of message volume in the Inbox and recent engagement levels, so users with low activity or engagement will receive fewer messages.

Solution:
If you receive this error message, please wait at least 24 hours before resending the marketing message. 

The restriction period may last longer than 24 hours, depending on the recipient's profile. META does not provide specific information about the duration of the restriction per recipient.

Learn more by clicking here. 

Starting February 2026, Meta added reaction features on marketing messages with thumbs up (interested) and thumbs down (not interested) as shown in the image below.

Recipients who give a thumbs down reaction will affect the marketing message sending limit, so you will not be able to send the next marketing message within an undetermined period.

Solution:
Currently, Meta does not provide recommendations or visibility regarding recipients who give such reactions, and recipients cannot change the response once given. 

Therefore, you are advised to exclude these recipients from the next campaign, as they have shown disinterest in the previously sent marketing messages.

WhatsApp is conducting experiments on 1% of user numbers globally. As a result, numbers included in this experiment cannot receive broadcast messages sent using Marketing templates. This experiment period has no definite end date.

Solution:
You can only send messages while the Customer Service window (CSW) is active; to reopen CSW, ask the customer to send a message first to your WABA number.

Learn more here.

Message failed to send due to a limit on the number of messages that can be sent from this number, which may be caused by many previous messages being blocked or marked as spam.

Solution:
Reevaluate the message content and recipient list to improve the assessment of your business number. 

You can check your WABA status, WABA number rating, and template quality when sending campaigns in Mekari Qontak.

Learn more about template quality here.  

If your template reaches the status “Active - Low Quality” in WhatsApp Manager or “quality_score = RED” from the API response, the template will automatically be paused or temporarily paused to maintain the sender number quality, with pause durations as follows: 

• First violation: 3 hours;

• Second: 6 hours;

• Third: will be disabled. 

Solution:
You are advised to create a new template with improved content to reduce negative feedback and increase engagement, and send messages gradually to a smaller number of recipients first to test responses before reaching a wider audience.

Learn more about template pausing here. 

132016 

Template is Disabled

Template Is Permanently Disabled Due To Consistent Low Quality And Multiple Pauses. It Is No Longer Available To Use

Template has been disabled by WhatsApp (META) due to consistently poor ratings. This can happen because the content was reported by users, violated WhatsApp policies, or was frequently reported as spam.

Solution:
You are advised to create a new template with improved content to reduce negative feedback and increase engagement, and send messages gradually to a smaller number of recipients first to test responses before reaching a wider audience.

You can appeal to META, but there is a possibility the template will be disabled again in the future due to previous disablement history.

Marketing messages cannot be sent because the recipient has opted out of receiving promotional messages from your business on WhatsApp. 

This setting can be viewed by users on the WhatsApp business profile page.

Solution:

• Exclude the recipient from the next campaign sending because they have refused to receive promotional messages
• Focus on recipients who still provide opt-in to maintain campaign quality and performance

Tips:
You can guide recipients to enable the “offers and announcements” setting if they want to receive marketing messages

The opt-in feature will be available in Mekari Qontak starting mid-May 2026.

Learn more about META's opt-in rules here. 

Message failed to send because the number of characters exceeded the limit set by Meta. The maximum limit for marketing templates and utility is 1024 characters, including the message variable content.

Learn about message variables.

Solution:
Create a new template with a more concise and clear message. Shorter messages tend to increase the likelihood of users reading and interacting.

Incorrect or missing country code
Solution: 
Use the international format, with numbers without the “+” symbol

Invalid characters 

Solution: 
Avoid using letters, symbols, or other special characters unless they are allowed in the phone number format.