WhatsApp SMS errors and troubleshooting
Understand different WhatsApp error messages and how to troubleshoot.
If you see a message indicating a problem with your WhatsApp account within GoTo, refer to the table below for explanations of these errors and guidance on how to troubleshoot and resolve the issue.
| Error message | Potential cause | Resolution |
|---|---|---|
GoTo was removed from {{BusinessAccountName}} in WhatsApp |
This error occurs when a partner account is removed from the WhatsApp Business API. |
Contact GoTo support for assistance in resolving this error. |
{{BusinessAccountName}} has been deleted in WhatsApp |
This error occurs when a WhatsApp account is deleted. This can happen for several reasons:
|
Once an account is deleted, it cannot be recovered. Here are the steps to address this issue:
|
{{BusinessAccountName}} has been disabled by WhatsApp |
The account has been disabled due to violations of WhatsApp’s terms of service or policies. The account cannot send or receive messages, and all business activities are halted. |
Review the specific policy violations and submit an appeal through the WhatsApp Business Manager to request reinstatement. |
| {{BusinessAccountName}} will be disabled by WhatsApp on {{Date}} | The account is scheduled to be disabled, usually due to repeated or severe policy violations. The account will be disabled after a certain period unless corrective actions are taken. |
Address the violations promptly and contact WhatsApp support to prevent the account from being disabled. |
| {{BusinessAccountName}} has been restricted by WhatsApp on {{Date}} |
This error occurs when WhatsApp imposes temporary restrictions on an account due to suspected violations of its terms of service. Common reasons include:
Depending on type of restriction your account has, you could be restricted from adding new phone numbers, initiating new messages, and/or replying to messages. Restrictions are usually temporary and serve as a warning to deter misuse. |
Review Policies: Understand and comply with WhatsApp’s terms of service to avoid future restrictions.
Note: If you believe the restriction is a mistake, you can contact WhatsApp support for a review. You can request a review of the restriction through the WhatsApp Business Manager to request reinstatement.
|
| Not delivered. Something went wrong. Your contact's phone number may not be a WhatsApp number. | This error occurs when a team member attempts to send an outbound message template to a phone number that is not associated with WhatsApp. | The contact's phone number must be associated with WhatsApp in order to send an outbound WhatsApp message template. |