> ## Documentation Index > Fetch the complete documentation index at: https://docs.bevits.com/llms.txt > Use this file to discover all available pages before exploring further. # Official WhatsApp Errors > Understand why a message wasn't delivered, who needs to act and what to do for each Meta error When an Official WhatsApp message doesn't reach the customer, Meta makes the call and returns a code explaining why. Some codes need action from you, like fixing a payment. Others are Meta's own rules and there's nothing to fix. This page covers the errors that show up most often in Bevits stores, explains each one in plain language and tells you exactly what to do. > [!NOTE] > > **Meta only charges for delivered messages.** No message that failed with the > errors on this page counts toward your WhatsApp bill. ## Where to find the error **1. In Logs › WhatsApp** The **Error** column shows the code in red, for example `131049`. Hover over it to see the title and description Meta sent. **2. In the chat** The failed message shows a red notice right below it, with Meta's text **in English** and no code. To find the error on this page, copy part of the text and search with `Ctrl+F` (or `Cmd+F` on Mac): each error below includes Meta's original message. > [!TIP] > > Error 131047 has its own notice in the chat: **Conversation window expired**, > with a **Pull conversation** button to send an approved template right there. ## Summary Errors are grouped by cause. Together, the three most frequent ones (131026, 131048 and 131042) account for about 80% of failures in Bevits stores. | Code | What happened | Who fixes it | | - | - | - | | **Your Meta account** | *Affect every send until resolved* | | | 131042 | Account payment issue | You, on Meta | | 131048 | Sending limited due to spam reports | You, over time | | 131031 | Business account locked | Meta, after review | | 131000 | Template paused for low quality | You | | **Meta's rules** | *Nothing wrong with your account* | | | 131049 | Customer reached the marketing message limit | No one; try later | | 130472 | Customer is part of a Meta experiment | No one | | 130429 | Too many messages per second | No one; clears on its own | | **The customer or their number** | *Affect only that customer* | | | 131026 | Number without WhatsApp, incorrect or blocked you | You check the number | | 131050 | Customer opted out of marketing | No one; respect the choice | | 130403 | You blocked the customer | You | | **The message** | *Something about the content or timing* | | | 131047 | The 24-hour window has passed | You, with a template | | 131053 | Image, video or file rejected | You | | 131052 | Media sent by the customer couldn't be downloaded | The customer resends | | 135000 | Error with no reason given | Bevits support | *** ## Your Meta account These errors point to a problem with your WhatsApp Business account. Until they're resolved, **failures repeat on every send**, so they deserve attention first. ### 131042: Account payment issue > **Meta message:** Business eligibility payment issue. *Message failed to send because your WhatsApp Business account has unsettled payments.* **Why it happens:** Meta bills WhatsApp conversations directly to you, through the payment method on your WhatsApp Business account. When there's no payment method, the card is declined, an invoice is open or the credit line runs out, Meta stops sending templates. **Who fixes it:** you, in Meta Business. **What to do:** 1. Open the [Meta Business payment settings](https://business.facebook.com/billing_hub/payment_settings/). 2. Select the WhatsApp Business account connected to Bevits. 3. Make sure there's a valid payment method and pay any outstanding amounts. Sending works again right after. Messages that already failed aren't delivered retroactively: send again to whoever didn't receive them. > [!WARNING] > > This is one of the most common errors and the easiest to fix. If it shows up, > all your Official WhatsApp campaigns and automations are failing on it. ### 131048: Sending limited due to spam reports > **Meta message:** Spam Rate limit hit. *Message failed to send because there are restrictions on how many messages can be sent from this phone number.* **Why it happens:** many customers blocked or reported your recent messages. Meta reads this as a sign of unwanted messages, lowers the number's quality rating and limits how many messages it can send. **Who fixes it:** you, by adjusting your sends. The limit lifts on its own once quality improves. **What to do:** 1. Check the number's quality rating in [WhatsApp Manager](https://business.facebook.com/wa/manage/phone-numbers/). Green is high, yellow is medium and red is low. 2. Lower your campaign volume for a few days. 3. Send to people who expect to hear from you: customers who bought or chatted recently, instead of your whole base. 4. Offer a way out. A button like "Stop messages" reduces blocks, because customers use the button instead of reporting. 5. Avoid repeating the same offer several times in the same week. ### 131031: Business account locked > **Meta message:** Business Account locked. *Business account has been locked.* **Why it happens:** Meta restricted or disabled your WhatsApp Business account. The most common reason is a violation of the [WhatsApp Business policies](https://business.whatsapp.com/policy), such as selling prohibited products or messaging without consent. It also happens when Meta can't verify account data, such as the number's two-step verification PIN. **Who fixes it:** Meta, after reviewing the account. **What to do:** 1. Open [Account Quality](https://business.facebook.com/accountquality/) in Meta Business and see the reason for the restriction. 2. If you disagree, click **Request review** and explain your case. 3. Wait for the response. Sending only resumes once Meta releases the account. ### 131000: Template paused for low quality > **Meta message:** Something went wrong. *Template is temporarily unavailable to use because it was paused due to low quality.* **Why it happens:** code 131000 is a generic Meta error, but in Bevits stores it almost always comes with the description above. It means many customers blocked or reported messages sent with that template, and Meta paused it. **Who fixes it:** you. **What to do:** 1. Check the template status in [WhatsApp Manager](https://business.facebook.com/wa/manage/message-templates/). 2. Know the pause lengths: the first lasts 3 hours, the second 6 hours, and on the third the template is permanently disabled. 3. Revise the text. Messages that are very promotional, long or sent to people who don't know the store tend to be reported. 4. In the meantime, use another approved template. If the 131000 description is different, try again in a few minutes. If it keeps failing, contact support. *** ## Meta's rules These errors don't indicate a problem with your account, don't affect your number's quality and have no fix. They're limits Meta applies to protect the WhatsApp user experience. ### 131049: Customer reached the marketing message limit > **Meta message:** This message was not delivered to maintain healthy ecosystem engagement. *In order to maintain a healthy ecosystem engagement, the message failed to be delivered.* **Why it happens:** Meta limits how many marketing messages each person receives from businesses over a period. If the customer recently received many marketing messages, from you or from other stores, or tends to ignore this kind of message, Meta holds yours back. The rule only applies to templates in the **Marketing** category. **Who fixes it:** no one. It's Meta's decision about that customer at that moment. **What to do:** * **Don't resend right away.** The message will fail again. Wait at least 24 hours before trying again. * **Be relevant.** Customers who read and reply to your messages are less affected. Better segmentation helps more than sending more. * **Use the customer service window.** When the customer messages you, the 24-hour window opens and you can reply normally, without this limit. ### 130472: Customer is part of a Meta experiment > **Meta message:** User's number is part of an experiment. *Failed to send message because this user's phone number is part of an experiment.* **Why it happens:** Meta runs ongoing tests to measure the effect of marketing messages on WhatsApp. To do this, it sets aside a small share of users who don't receive **Marketing** templates while the test runs. It's a random draw by Meta: neither the customer nor your store did anything wrong. **Who fixes it:** no one. **What to do:** nothing. Don't remove the customer from your base: they'll receive messages again once they leave the experiment. **Utility** templates and messages inside the customer service window are still delivered normally. ### 130429: Too many messages per second > **Meta message:** Rate limit hit. **Why it happens:** the number tried to send more messages per second than Meta allows. It's a speed limit, not a total volume limit, and it's unrelated to the number's quality. **Who fixes it:** no one. The error shows up during sending peaks and goes away when the pace slows down. **What to do:** nothing in most cases. If it shows up often, contact support. *** ## The customer or their number These errors affect a single customer. The rest of your sends continue normally. ### 131026: Message undeliverable > **Meta message:** Message undeliverable. *Message Undeliverable.* **Why it happens:** Meta couldn't deliver the message to this number and, for privacy reasons, doesn't say exactly why. The possible causes are: * The number **doesn't have WhatsApp** or is **incorrect**, missing the country code or area code. * The customer **hasn't accepted the latest WhatsApp terms of service** or uses a **very old version** of the app. * The customer **blocked your number**. **Who fixes it:** you check the number; the rest depends on the customer. **What to do:** 1. Check the phone number on the customer's profile. It must include the country code and area code. 2. If the number is correct, don't resend several times: the result won't change. 3. If the same customer fails with 131026 across several sends, remove them from campaigns. That way your reports reflect who can actually receive messages. > [!NOTE] > > This is the most common error of all and it's normal in any customer base. A > share of the numbers registered in online stores don't have WhatsApp or were > typed incorrectly. ### 131050: Customer opted out of marketing > **Meta message:** Unable to deliver the message. This recipient has chosen to stop receiving marketing messages on WhatsApp from your business. **Why it happens:** the customer chose, in WhatsApp, to stop receiving marketing messages from your store. **Who fixes it:** no one. It's the customer's choice. **What to do:** respect it. Don't try to work around it with another marketing template. If the customer messages you again, you can reply within the customer service window. ### 130403: You blocked the customer > **Meta message:** Unable to deliver the message. This business has blocked the end user on WhatsApp. *End user is blocked by the business.* **Why it happens:** the customer's number is blocked by your store. This happens when someone blocked the contact in the WhatsApp Business App, on numbers using [coexistence](https://docs.bevits.com/en/send-methods/official-whatsapp-coexistence.md), or in WhatsApp Manager. **Who fixes it:** you. **What to do:** if the block wasn't intentional, unblock the contact in the WhatsApp Business App or in WhatsApp Manager and send again. *** ## The message These errors relate to the content or timing of the send. ### 131047: The 24-hour window has passed > **Meta message:** Re-engagement message. *Message failed to send because more than 24 hours have passed since the customer last replied to this number.* **Why it happens:** WhatsApp only allows free-form messages, typed in the chat, up to 24 hours after the customer's last message. After that, to restart the conversation you need a template approved by Meta. **Who fixes it:** you. **What to do:** in the chat, click **Pull conversation** on the **Conversation window expired** notice and choose an approved template. When the customer replies, the 24-hour window opens again and you can chat normally. ### 131053: Image, video or file rejected > **Meta message:** Media upload error. *For example: Image is invalid. Please check the image properties.* **Why it happens:** Meta didn't accept the message's media. Usually the file's format, size or color profile is outside what WhatsApp supports. **Who fixes it:** you. **What to do:** make sure the file meets Meta's limits and send again. | Type | Accepted formats | Maximum size | | - | - | - | | Image | JPG or PNG, RGB or RGBA, 8 bits per channel | 5 MB | | Video | MP4 with H.264 video and AAC audio | 16 MB | | Document | PDF and other common formats | 100 MB | > [!TIP] > > CMYK images (common in files made for print), WebP or GIF tend to fail. Open > the image in any editor and export it again as a regular JPG or PNG. ### 131052: Media sent by the customer couldn't be downloaded > **Meta message:** Media download error. *Failed to download incoming media due to internal error.* **Why it happens:** the customer sent a photo, audio, video or file, but Meta couldn't make the content available. This error is about a **received** message, not one you sent. **Who fixes it:** the customer, by resending. **What to do:** ask the customer to send the file again. ### 135000: Error with no reason given > **Meta message:** Generic user error. **Why it happens:** Meta didn't give a reason. It's usually related to unexpected data in the message, such as an empty variable. **Who fixes it:** Bevits support investigates with you. **What to do:** check that the template variables are filled in and that the media is valid. If the error continues, write to [hey@bevits.com](mailto:hey@bevits.com) with the send time and customer number shown in **Logs › WhatsApp**. *** ## Other errors you may see These are less frequent but show up from time to time: | Code | What it means | What to do | | - | - | - | | 131056 | Too many messages to the same customer in a short time | Wait a few minutes before sending another message to that number | | 131051 | Unsupported message type | Send text, media or a template in a supported format | | 132000 | Number of variables doesn't match the template | Make sure all template variables are filled in | | 132001 | Template doesn't exist or isn't approved in that language | Check the template's status and language in WhatsApp Manager | | 132015 | Template paused for low quality | See [error 131000](#131000-template-paused-for-low-quality) | | 132016 | Template disabled for low quality | Create a new template with different content | | 133010 | Number not registered with the WhatsApp API | Reconnect the number in **Settings › Official WhatsApp** | | 190 | Access to the Meta account expired or invalid | Reconnect Official WhatsApp in **Settings** | | 368 | Account temporarily blocked for policy violation | Check [Account Quality](https://business.facebook.com/accountquality/) in Meta Business | ## Frequently asked questions > [accordion] Will I pay for messages that failed? > > No. Meta only charges for delivered messages. On the **Logs › WhatsApp** > screen, the **Billing** column shows which messages were charged. > [accordion] Why did my campaign have many failures if my account is fine? > > In most campaigns, failures come from Meta's rules (131049 and 130472) and > from numbers without WhatsApp (131026). These errors are expected and don't > indicate a problem with your account. Worry if you see 131042, 131048 or > 131031, because they affect every send. > [accordion] Are Utility templates blocked too? > > Errors 131049, 130472 and 131050 only apply to templates in the > **Marketing** category. **Utility** templates, such as order confirmations > and tracking, aren't subject to these limits. Meta may change the category > of an approved template; see what Bevits does in that case in [WhatsApp > campaigns](https://docs.bevits.com/en/features/whatsapp-campaign.md#automatic-pause-when-meta-changes-the-template-category). > [accordion] How do I keep my number's quality from dropping? > > Send only to customers who know your store, segment your campaigns, avoid > repeating the same offer too often and always offer a button for customers > to stop receiving messages. Keep an eye on the quality rating in [WhatsApp > Manager](https://business.facebook.com/wa/manage/phone-numbers/). > [accordion] I found an error that isn't on this page > > The full list of codes is in [Meta's > documentation](https://developers.facebook.com/docs/whatsapp/cloud-api/support/error-codes). > If you still have questions, write to > [hey@bevits.com](mailto:hey@bevits.com) with the code and the send time. 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