Troubleshooting WhatsApp message errors

If you're having trouble sending messages on WhatsApp via Kommo, the issue may be caused by one of several errors that occur due to Meta's standards. Below are the most common errors, what they mean, and how to fix them.

If Meta returns the following error message: Unable to send the message. The recipient may need to accept WhatsApp’s new terms, update their app, or register on WhatsApp. Please try again later (Error 3126), it means that the message could not be delivered because the recipient doesn’t meet one of the following:

• Is not registered on WhatsApp.
• Hasn’t accepted the latest Terms of Service.
• Is using an outdated version of the app.

To fix this issue, contact the lead through another channel (such as email, SMS, phone call, etc.) and ask them to:

• Accept the latest WhatsApp Terms by going to Settings → Help or Settings → App Info
• Update to the latest WhatsApp version. If the user hasn’t connected their WhatsApp number yet, suggest connecting it so they can receive messages from your business.

Once these steps are completed and the user tries to send the message again, it should be delivered.

If Meta returns the following error message: Unable to send your message. Please ensure the contact’s phone number is correct (Error 3135), it means that the number you are trying to message is not valid. This can happen if it is too short, contains symbols, or is missing the correct country code.

To fix this issue, double-check that the number is entered correctly. You can also manually verify if it is registered on WhatsApp:

1. Open the WhatsApp mobile app.
2. Go to Chats → tap the + icon in the top-right corner.
3. Select New contact.
4. Enter the phone number with the correct country code.
5. Check the system message:

• If the number is registered, you will see: “This phone number is on WhatsApp.”
• If not, it will show: “This phone number is not on WhatsApp. Invite to WhatsApp.”

If Meta returns the following error message: Unable to send your message. Please reconnect your phone number to the integration and try again (Error 3123), it means that the number is not properly connected to WhatsApp or Meta could not confirm its registration.

To fix this issue, follow these steps:

1. Ask the client to reconnect the number by clicking Use another phone number in Kommo’s WhatsApp Business integration. Then, go through the connection flow as usual.

Before reconnecting, make sure:

• The number is removed from the widget in Kommo.
• For direct connections — where the number is used only via WhatsApp Business in Kommo — delete the number from WhatsApp Manager.
• For Coexistence setups — where you're using the number in both the WhatsApp Business app and Kommo — confirm that Kommo is removed from the Meta Business Platform.

1. Once the number is reconnected, try sending a pre-approved template to a test lead.
2. If the message still does not go through, wait a few minutes and try again. Sometimes it takes a bit of time for the changes to sync.

If Meta returns the following error message: We couldn’t send your message. Please check your WhatsApp Manager to make sure your phone number is active and connected (Error 3136), it means the number is no longer active or properly linked to your WhatsApp Business Account.

This can happen if:

• The number was deleted from WhatsApp Manager.
• The WhatsApp Business Account was removed.
• A migration to another account is still in progress.

To fix this issue:

1. In Kommo, go to the WhatsApp integration settings and select Use another phone number to start the reconnection process.

Before reconnecting:

• For direct connections, remove the number from WhatsApp Manager.
• For Coexistence setups, disconnect Kommo from the Meta Business Platform.

If Meta returns the following error message: The phone number was disconnected from the WhatsApp Business integration. Please reconnect it to continue sending messages (Error 3137), it means the number was removed from the WhatsApp widget in Kommo but remains connected to your Meta account. This usually happens when a message was sent from an active chat that was still linked to the old number.

To fix this issue:

• Go to the WhatsApp integration settings in Kommo and select Use another phone number to reconnect the number. Follow the steps in our article to complete the process.

Before reconnecting:

• For direct connections, confirm that the number has been removed from WhatsApp Manager.
• For Coexistence setups, make sure Kommo is no longer linked to the Meta Business Platform.

If Meta returns the following error message: Unable to send your message. Your phone number is no longer connected to WhatsApp. Please reconnect it and try again (Error 3120), it means the number was removed from the WhatsApp integration in Kommo and is no longer connected to Meta. This error happens when you try to send a new message after the number has already been disconnected.

To fix this issue:

• In Kommo, open the WhatsApp integration settings, select Use another phone number, and follow the steps in our article to reconnect the number.

Before reconnecting:

• For direct connections, make sure the number has been deleted from WhatsApp Manager.
• For Coexistence setups, ensure Kommo is removed from the Meta Business Platform.

If Meta returns the following error message: We couldn’t send your Marketing message template. Please wait for the client to reply or try again after the 24-hour window closes (Error 3132), it means that Meta didn’t allow the message to be sent due to session-based restrictions. This usually happens when the recipient has received many marketing template messages recently.

To fix this issue, follow these steps:

• Wait and try sending the template later.
• Send a template in a different category (e.g., Utility).
• If the user replies to any previous message, the 24-hour window will reopen.

If the method described did not work, it means that the template has been permanently blocked by Meta due to repeated complaints. In this case you can:

1. In Kommo, go to WhatsApp → WhatsApp templates and delete the blocked template.
2. Create a new one with different content.
3. Submit for approval via Broadcasting or Whatsapp Business Features and test the template by sending it to recipients.

If Meta returns the following error message: Unable to send your message. The recipient has been inactive for over 24 hours. Please use an approved template or wait for their response(Error 3108), it means that the 24-hour service window has ended (or was never opened). This happened because a regular (free-form) message was sent instead of a Meta-approved WhatsApp template. To start a conversation with a client for the first time — or to message them after more than 24 hours since their last reply — you must use a WhatsApp template.

To create one, go to WhatsApp → Templates → WhatsApp templates in Kommo, then click Add a new template.

Once your template is ready, click Send for review to submit it to Meta for approval. To learn more about the approval process and how templates work, check out our article on how to manage WhatsApp Business templates.

Make sure:

1. The template content matches the selected category. If not, Meta may automatically change it — which can affect the cost.
2. A payment method is set up in Meta Business Suite. Meta charges for template messages.
3. The content follows WhatsApp’s messaging policy. Otherwise, it may be rejected or blocked without the option to edit.
4. The recipient has opted in to receive messages. If they’ve contacted you before via WhatsApp, opt-in isn't required.

Once the template is approved by Meta (you’ll see the status change to “Approved”), you can use it to start a conversation. Templates can be sent from the contact’s card, through a bot or using the broadcasting feature.

Important: If you edit the template when sending from a contact’s card, it will be sent as a regular message — not a template. You’ll see the “Send template” button change to “Send”.

Once everything is set up, you can send the template. If it’s delivered successfully, the message status will show as “Delivered,” and the 24-hour window will open. During this time, you can send more WhatsApp templates (pricing may vary). To send regular messages for free, wait for the client to reply.

If Meta returns the following error message: We couldn’t send your message. Meta has paused this template due to low quality rating, based on negative feedback or low read-rates. Please update the template, submit it for re-approval, and try again (Error 3115), it means that Meta paused the template due to user complaints, low engagement or because it was sent too frequently and flagged as spam.

To fix this issue:

1. In Meta’s WhatsApp Manager → Open the Manage templates tab, check the template's quality status.
2. In Kommo, go to WhatsApp → WhatsApp templates and edit the paused template. Improve clarity and avoid overly promotional spammy language.
3. Re-submit the template for approval.

Once the template is approved, send a test message to make sure it's working.

If Meta returns the following error message: Unable to send your message. Please ensure your message template is approved by Meta. You can check its status in… (Error 3111), it means that the template you are trying to use either does not exist, was deleted, or has not yet been approved by Meta.

To fix this issue:

1. In Kommo, go to WhatsApp → Templates → WhatsApp templates.

1. Find the template and check its status.
2. Make sure it is marked as Approved, with the correct category and language. If it’s not approved, submit it for approval. The template content must comply with WhatsApp's policies.

If Meta returns the following error message: Unable to send your message. To send messages with URL buttons, Meta requires you to use an approved WhatsApp template. Please create one in our template builder, submit it for review, and try again (Error 3130), it means you tried to send a non-template message with an URL button. This feature is only available in templates.

To fix this issue:

1. Go to WhatsApp → Templates → WhatsApp templates in Kommo. Create a new template.

1. Add URL buttons to the template.

WhatsApp templates are pre-approved messages used to start chats or message clients outside the 24-hour window. They’re different from free-form messages, which can only be sent during an open conversation.

There are three types of templates — Utility, Marketing, and Authentication (not supported in Kommo). To learn more about how WhatsApp templates work, check out our article.

1. Submit for approval via Broadcasting or Whatsapp Business Features and test the template.

If Meta returns the following error message: Unable to send your message. Please remove any duplicate buttons from your message and try again (Error 3131), it means that the message includes two buttons with the same text, which is not allowed by Meta.

To fix this issue:

• In Kommo, go to WhatsApp → Templates → WhatsApp templates, then find your template and click on it to open the template editor.

• Change the text of the buttons, making sure each one has unique text. Avoid using identical wording, emojis, or whitespace.

If the buttons already appear to be different and the error continues, escalate the case to support for review

If Meta returns the following error message: Your access token has expired. To keep using this integration, you'll need to re-authorize your Facebook account each year (Error 3117), the Facebook access token used to connect your number has expired.

To fix this issue, follow the appropriate steps based on your integration setup:

• For integrations with one connected number:

1. Go to the WhatsApp Business integration and delete your number.

1. In your widget, disconnect the Facebook profile.
2. Reconnect your number using the correct Facebook Business account.

• For integrations with multiple connected numbers:

-If the issue affects only one number, remove and reconnect just that number.

-If all numbers are affected, remove them all, unlink the Facebook profile, and reconnect each number from scratch.

If Meta returns the following error message: We couldn’t send your message. The Business Portfolio associated with this WhatsApp number has been blocked. Please check your account status and try again (Error 3119), it means your WhatsApp Business Account is blocked due to policy violations or incorrect data.

To fix this issue:

1. Check why the account was restricted

• Log in to WhatsApp Business Manager
• Go to Business Support Home → View / See details
• Review the reason for the restriction

1. Follow the right steps depending on when the restriction happened:

• If it happened right after connecting the number:

-For Coexistence setups — where you're using the number in both the WhatsApp Business app and Kommo — use the Request Review button in the app or WhatsApp Manager.

-For direct connections — where the number is used only via WhatsApp Business in Kommo — request the review in WhatsApp Manager.

• If it happened after using the number:

-Review the reason in WhatsApp Manager.

-Fix the issue and request a review in WhatsApp Manager. To do this, follow this step-by-step guide.

1. If Meta doesn’t approve the request or asks for provider help, ask the client to send:

• A screenshot of the error
• The OAuth URL from the error window

Kommo can then escalate the case to Meta’s support team.

Important: Kommo can only help after the client has submitted a review request and received a response from Meta.

If Meta returns the following error message: Unable to send your message. Your WhatsApp account's name is still pending approval. You can check its status in WhatsApp Manager (Error 3138), it means the display name for the number hasn’t been approved by WhatsApp yet. This issue occurs specifically with 555 phone numbers (U.S. and Canada).

Display name approvals typically take 24 – 48 hours, but sometimes it can take a bit longer. If it’s been less than 48 hours, you don’t need to do anything — just wait for the approval to complete.

If it’s been longer, or if you think the name might not meet Meta’s guidelines, you can update and resubmit the display name.

To fix this:

1. Go to Business Manager and open WhatsApp Manager.
2. Select the account with the affected number.
3. In the left menu, click Phone numbers.
4. Under Name, hover over the display name and click the pencil icon.
5. Enter a new name and click Next.

Important: The name should be approved by WhatsApp before the number can be used. Learn more about display name approval in this Meta article.

If the display name is approved and the error still appears, escalate the case to support.

If Meta returns the following error message: Unable to send your message. Your messages might have been reported as spam, or the recipient has blocked your number (Error 3104), it means that your number is limited due to high spam reports or being blocked by recipients.

To fix this issue:

1. Open WhatsApp Manager → Phone numbers.
2. Hover over the status tooltip of the affected number to check the reason and get recommendations.
3. Follow the guidance provided by Meta.
4. Wait until the status changes to Approved.

To avoid being flagged as spam or blocked by users, make sure your communication complies with WhatsApp’s Business policy.

If Meta returns the following error message: We couldn’t send your message. The recipient is a part of a Meta experiment limiting marketing messages outside the 24-hour window. Please try a different message type or another channel to ask them to message you on WhatsApp first (Error 3133), it means that Meta is running a test that limits delivery of marketing templates to certain users.

For more information about marketing message restrictions, see Meta’s Marketing Messages – Messenger Platform documentation.

To fix this issue:

• Try sending a different type of template (e.g., Utility).
• Ask the recipient to reply to your message to open the 24-hour window.
• Consider following up via a different channel to ask the recipient to reply to the template to activate the 24h window again.

If the issue persists, contact Meta directly.

If Meta returns the following error message: Unable to send your message. You've reached the messaging limit for this contact. Please wait before sending more messages to this recipient (Error 3105), it means that too many messages have been sent to the same recipient from your number in a short period of time.

To fix this issue:

• Wait before sending more messages to this contact. The limit is temporary and usually resets automatically.
• You can continue messaging other contacts without delay.

If the error persists over time and the recipient still does not receive messages, escalate the case to support.

If Meta returns the following error message: Unable to upload the media used in the message (Error 3109), it means the attached file could not be uploaded to WhatsApp.

This can happen due to:

• Unsupported media format
• File size exceeding WhatsApp’s limits
• Extension mismatches or other media-related issues

To fix this issue, check that your file type and size match WhatsApp’s supported formats.

If the file is valid and the error continues, collect the case — including the media file — and escalate it to support.

If Meta returns the following error message: Unable to send your message. WhatsApp doesn’t support this type of file (Error 3129), it means the attachment is in an unsupported format or is missing a file extension. This can also happen if the file size exceeds WhatsApp’s limits.

To fix this issue:

• Check that your file type and size match WhatsApp’s supported formats.
• Ensure the file includes a valid extension and does not exceed the allowed size.

If the file meets all requirements and the error still occurs, escalate the case to support.

If Meta returns the following error message: Unable to send your message. Please ensure the payment method is set in Meta Business Manager. If the problem continues, contact our support team. (Error 3107), it means that your WhatsApp Business Account is missing an active payment method or has configuration issues.

To fix this issue:

1. Open the Meta Business Manager on Facebook:

Go to Billing & Payments (for WhatsApp integrations)

1. Check for issues:

-No payment account linked

-Overused or inactive credit line

-Missing timezone or currency settings

-OBO (on-behalf-of) permissions declined

-Account suspended or deleted

Once you've fixed the setup, send a test message to make sure it's working.

Need more help setting up or troubleshooting? Contact us by sending an email to support@kommo.com or write to us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

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