Template Issues During Delivery

Raquel Updated by Raquel

There are a few key reasons why your template messages aren’t reaching users. This guide will walk you through the most common causes — and what you can do about them.

1. The Template Has Been Paused

One of the most frequent reasons messages aren’t delivered is because the template itself has been paused by Meta. This happens when:

  • The template receives repeated negative feedback (users block or report the message).
  • The template has a low-quality rating.
  • What you can do:
  • Use a different, approved template.
  • Edit and resubmit the paused template for approval.
  • Check template status in WhatsApp Manager or on your Turn.io Journeys or Content > Template tab.

💡 Read more about paused templates

2. Meta Rejection Errors

Meta may also reject delivery of a template message for specific reasons.

Below are common error codes and what they mean:

131047 – Re-engagement message

This happens when you're trying to re-engage a user outside of Meta's allowed 24-hour window without using an approved message template or appropriate opt-in.

131049 – Meta chose not to deliver.

This message was not delivered to maintain healthy ecosystem engagement. See Per-User Marketing Template Message Limits for additional information.

131026 – Message undeliverable

This is a generic error, often tied to poor message quality, a blocked number, or other account-level issues.

130472 – User’s number is part of an experiment

Meta sometimes runs platform experiments, during which certain users may be temporarily restricted from receiving messages. There’s nothing you need to do in this case—just retry later.

Visit Cloud API error codes
3. Global Rate Limiting

If your number is sending a high volume of messages and receiving poor engagement, Meta may impose global rate limits. This means:

  • Your message volume is temporarily reduced.
  • Templates may silently fail to deliver.
  • Your number’s quality rating could be affected.

What you can do:

  • Gradually scale up message volume.
  • Monitor your template quality in WhatsApp Manager.
  • Only send templates to users who have clearly opted in.
How to Troubleshoot

Here are steps you can take when you suspect your template messages are not being delivered:

  1. Check the status of the template in WhatsApp Manager (Paused? Disabled? Low Quality?)
  2. Look for Meta error codes returned via the Turn Statuses API.
  3. Try sending a different approved template to test delivery.

There are other reasons that you can double-check:

If you’re still unsure why your message isn’t being delivered, reach out to Turn.io support with the template name, the recipient number, and any logs or errors you’ve encountered.

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