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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:
  • Manual Deletion: The user manually deletes their account through the WhatsApp settings.
  • Inactivity: WhatsApp automatically deletes accounts that have been inactive for an extended period (typically 120 days) to maintain security and privacy.
  • Policy Violations: The account may be deleted by WhatsApp due to violations of their terms of service, such as engaging in spam or abusive behavior.
Once an account is deleted, it cannot be recovered. Here are the steps to address this issue:
  1. Create a New Account: You will need to register a new WhatsApp account using a valid phone number.
  2. Backup Data: If you have a backup of your chats and media, you can restore it during the setup of the new account.
    Important: Backup and restoration of chats is completed in WhatsApp.
  3. Review Policies: Ensure compliance with WhatsApp’s terms of service to avoid future deletions.
If you need further assistance, contacting WhatsApp support can provide more specific guidance based on your situation.

{{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:
  • Spam Activity: Sending bulk or automated messages.
  • Policy Violations: Engaging in behavior that breaches WhatsApp’s guidelines.
  • Suspicious Activity: Unusual account behavior that triggers security protocols.

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.
Article last updated: 30 October, 2024
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