When something goes wrong

A message that could not be delivered is marked Failed in the conversation, with the reason, and its cost goes back to your credit. The usual reasons:

• “This number cannot receive WhatsApp messages.” The number is not on WhatsApp, the app is very old, or they have blocked you.
• “The 24-hour reply window has closed.” Send a template instead; see writing after the window closes.
• A marketing message held back by Meta. Meta limits how many marketing messages one person receives from all businesses; when they have had a lot recently, yours waits. Try them again in a day or two, and send utility messages as utility.
• “That template does not exist in this language, or is not approved yet.” Check its state on the Templates page.

• The reply box offers only templates. The customer’s 24 hours are up.
• A template will not send to someone. They opted out; only they can turn messages back on, by sending START.
• “Not enough credit to send.” Top up on the Credit page.

Sema shows Meta’s reason in plain words. Most rejections are a utility template with something promotional in it, or a variable at the very start or end of the message. Delete it, write it again with the fix, and send it to Meta. See writing one Meta will approve.

When credit runs out, templates and campaigns stop; replies to customers keep going, up to KES 1,000 below zero. Top up, then open any campaign that was sending: its page shows who has had it and who is still waiting. Set a low-credit warning so it does not surprise you. See when credit runs low.

• Check the number. It must be a Safaricom number registered for M-Pesa.
• Their phone was off or out of network, or they took too long: the request shows Not paid. Ask again.
• Nothing is sent at all. Your credit must cover Sema’s fee on the payment, and your paybill or till must show Safaricom accepted it in Settings → Payments.
• They paid, but it is not marked paid. Sema marks it paid only once M-Pesa confirms it, usually within a minute. If a receipt exists and it is still not marked after an hour, tell us, with the receipt number.

Open Numbers. It tells you which of these it is:

• Not receiving yet: the connection did not finish; press Reconnect.
• Not registered: WhatsApp has not registered the number; the reason and a Reconnect button are there.
• Disconnected, or Meta’s permission ended: reconnect; see keeping it connected.
• A number shared with the WhatsApp Business app disconnects if the app is not opened for about 14 days.

Each role sees only what it needs; see who sees what. If your work needs more, an owner or admin can change your role on the Team page.

• Forgotten password: use Forgotten your password? on the sign-in page. The link works for an hour.
• Lost or new phone: see two-factor, and a lost phone.
• The code is refused: check the time on your phone is set automatically; the codes depend on it.
• An invitation link does not work: it works once, for seven days, and only for the email it was sent to. Ask for a new one.

Write to us at sema@datacare.co.ke or on WhatsApp, 0784 155 752. Say which workspace, what you did, and what you saw. A screenshot helps. Never send us your password or a code from your authenticator; we will never ask for them.