Troubleshooting Guide - WhatsApp Integration
| Error | How Did It Happen? | How Do I Resolve It? |
|---|---|---|
| INSUFFICIENT_CREDITS | You don’t have enough IM credits to send WhatsApp notifications. | Kindly purchase additional WhatsApp IM Credits to continue. Learn how to purchase IM credits. |
| Recipient under Integration Experiment | To improve the messaging experience, WhatsApp runs tests where certain phone numbers temporarily cannot receive messages. Refer to this link to know the experiments. | Kindly try sending WhatsApp notifications after some time. |
| Unknown Error | The connection failed or Zoho Books faced a temporary issue. | Kindly try sending WhatsApp notifications after some time. If the issue persists, contact us at support@zohobooks.com. |
| INVALID_RECEIVER / Invalid Phone Number (spaces, hyphens, brackets, invalid code) | The recipient’s phone number is invalid as it might include spaces, brackets, or an invalid country code. | Ensure that you’ve provided a valid phone number, along with the ‘+’ and the country code, without any spaces, hyphens, or brackets. |
| STATUS_NOT_APPROVED / Template not approved | The WhatsApp notification template is not approved by Meta. | Ensure that you use templates approved by Meta to send WhatsApp notifications. Learn more about Template Approval. |
| INVALID_DATA / Data validation failed | Message content doesn’t meet WhatsApp’s validation rules. | Ensure that the message content in the template is valid. Learn more about the validation rules set by Meta. |
| Per-User Marketing Template Message Limit exceeded | You can send only a limited number of marketing messages to a customer or vendor until they reply to you. | Kindly wait for the customer or vendor to reply to continue sending marketing notifications. If not, try sending a Utility notification. Refer to this FAQ to know more about the restrictions on sending multiple Marketing notifications to your customers. |
| Unsupported Media Type | The attached media type is not supported or failed at Meta’s end. | Kindly try sending WhatsApp notifications after some time. If the issue persists, contact us at support@zohobooks.com. |
| WhatsApp Number not configured / CHANNEL_DELETED | The WhatsApp channel number is missing or deleted. | Configure or reconnect the WhatsApp channel. Learn how to connect your WhatsApp Business account with Zoho Books. |
| Template not found / Template is invalid | The template doesn’t exist or has been deleted. | Ensure that the template is present in Zoho Books. If it is available, and you still receive this error, ensure that the template is present in Meta Business Suite. To do this: 1. Log in to the Meta Business Suite. 2. Go to Settings. 3. Under Accounts, select WhatsApp Accounts. 4. Select the respective WhatsApp account for which you want check templates. 5. In the WhatsApp Manager, navigate to the Manage Templates tab. If the template is present in Meta Business Suite, and is not approved, wait for the template to get approved. If the template is deleted, create a new template with the same details in Zoho Books, and submit it for approval. |
| Business Phone Number Deleted | The WhatsApp number was deleted from Meta Business Manager. | Check whether the mobile number is present in the Meta Business Suite. If not, add a new one. To do this: 1. Log in to the Meta Business Suite. 2. Go to Settings. 3. Under Accounts, select WhatsApp Accounts. 4. Select the respective WhatsApp account for which you want to add a phone number. 5. In the WhatsApp Manager, navigate to the Phone Numbers tab and add the phone number. Once added, you can update the phone number in the WhatsApp integration page in Zoho Books. |
| Channel Configuration invalid | Your phone number is already linked to another WhatsApp Business account or the WhatsApp mobile app. | Ensure that you remove that phone number from other services and configure it again in the required WhatsApp Business channel. Refer to this FAQ on how to change phone numbers. |
| Integration blocked/locked your account | Meta blocked or locked your WhatsApp account. | Check Meta Business Suite or your registered email for the reason and resolution. If you didn’t receive any email, you can reach out to Meta support. You can also create a new WhatsApp Business account and integrate with Zoho Books. |
| BAD_REQUEST / Throttle Error | Zoho Books received too many requests in a short time. | Wait for some time and try sending notifications again. If the issue persists, reach out to us at support@zohobooks.com. |
| Integration Service unknown error | Meta detected an issue with the request or template. | Create a new template following Meta’s guidelines and submit it to Meta for approval. Ensure that the template doesn’t contain any emojis or formatters. |
| SESSION_BLOCKED | The chat session for customer or contact person is blocked. | You need to unblock the customer’s or contact person’s chat to continue sending notifications. To do this: 1. Click the WhatsApp icon in the right corner of the Home page. 2. In the chat window, select the chat you want to unblock. 3. In the chat screen, click the More icon in the top right corner, and select Unblock. The respective chat will be unblocked. |
| Content is Too Long | The message content exceeds 1024 characters. | Kindly shorten your message and try sending it to your customers or vendors. |
| Header exceeds 60 characters / URL too long | The message header or URL exceeds the character limit of 60 characters. | Ensure that your header text follows the character limit. |
| NO_ATTACHMENT_FOUND | Zoho Books failed to generate the required attachment. | Kindly try sending WhatsApp notifications after some time. If the issue persists, contact us at support@zohobooks.com. |
| Integration Payment Service Error | Your WhatsApp Business account might be associated with a different payment method. | The payment method for your WhatsApp Business account integrated with Zoho Books must be set to ZOHO CORPORATION PRIVATE LIMITED, and the currency must be set to USD. If not, create a new WhatsApp Business account in Meta Business Suite. If you want to use the same number, delete the number from the existing account, and add it to the new one. Once done, you can integrate the new WhatsApp Business account with your Zoho Books organization. |
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