Error Messages
Sometimes the Alliants may display the below common error messages when failed to send a message to a guest via the Conversations module. The table below shows details of possible errors and their respective causes:
Error | Why and what can be done |
This Message Was not Delivered to Maintain a Healthy Ecosystem | Meta enforces strict restrictions and limitations on certain marketing message templates as part of its efforts to minimize spam and unsolicited messaging. These controls are designed to ensure that businesses maintain compliance with platform policies, preventing excessive or intrusive marketing communications. Users should avoid sending the same messages too many times at the same time. |
Destination is invalid
or
the phone number is unreachable | Check that the destination number is correct and pay special attention to the country code.
Double check against PMS profile to see if there are extra digit, or wrong digit in the phone number.
Regional SMS regulations may have restrictions in messaging from some countries to others. This has been mitigated on AXP by maintaining dual US & UK numbers on locations.
The guest's device is out of service at the time message was sent. |
Phone number is not valid for SMS messages. | This could be due to the number is not a mobile number, but a landline.
Try to contact the guest on another channel that your AXP has been integrated with, such as mobile app. You can go to guest profile > Operations > Conversations to see past channels used, and reopen from there. |
The phone number provided for the message is not registered with WhatsApp. You cannot use the Cloud API to send messages to numbers that have not been registered with WhatsApp. | This means the guest is not using WhatsApp. Try open the guest's profile > Operations > previous conversations to find the used channels and reopen from there. |
No WhatsApp account is registered for the provided phone number | Try to contact the guest on another channel that your AXP has been integrated to. |
Message cannot be sent with the current combination of To and/or From parameters | This is a Twilio error (code 21612) indicating that the sender number and recipient number are in incompatible countries. Most commonly, this happens when a US sender number (
Please reach out to the Alliants Support team via the in app Help & Support > Live Chat Bubble to configure a UK number, or speak to your Success manager to request a UK number configured. |
The guest has opted to block further messages. | This might happen when the account is not verified and user might want to avoid the spam. Guest will need to unblock from their side. |
Message failed to send because either the recipient never messaged the sender number, or more than 24 hours have passed since the recipient last replied to the sender number. | Users need to use a proactive template that has been approved by Meta to reopen the conversation. Please note any change on the content of the template will cause failure to use the template. Location admins or brand admins can edit the proactive message templates, but any change needs to be submitted to Meta for approval before using it. |
Message could not be delivered for an unknown reason. Please try again and if the problem persists, contact our support team | This may due to the message template has been updated but the content wasn't sent to Meta for approval or the template is classified as Marketing which means it cannot be used to contact US +1 numbers. Please check with your location admin to rectify the template. Please speak with support from Help & Support tab if needs further assistance. |