## Overview

Two different problems are often confused:

- **Disconnected channel**: affects **every** message in that inbox. The number dropped or lost its
  session — that case is covered in [Common WhatsApp errors](/hc/ajuda/articles/faq-erros-comuns-whatsapp-en).
- **A single message that failed**: only **that** bubble shows the **failed** status, with the **reason**
  right below it. The rest of the conversation keeps working.

When a send fails, the platform records the reason returned by WhatsApp (or by the gateway) and marks
**only** that message as failed. So the first step is always to **read the reason on the bubble** — it
points to exactly what to fix.

## Prerequisites

- A **connected** WhatsApp channel (Cloud or Web). If the channel is disconnected, **all** messages
  fail — fix the connection first.
- Agent access to the conversation where the message failed.

## Step by step

1. Open the conversation and find the bubble with the **failed** status. The error **reason** appears
   next to the message.
2. **Fix it according to the cause** (template, 24h window, media, conversation type — see the table
   below).
3. **Resend** the message (or compose a new, corrected one).
4. **Confirm** with a test message that it went out — the status should change to sent, delivered, or
   read.

## Settings & options

- **Message status**: sent, delivered, read, **failed**.
- **Failure reason**: the platform shows the error returned by WhatsApp/the gateway on the bubble,
  unchanged — it is your main guidance for the fix.

### Common causes

| Cause | Where it happens | What to do |
|---|---|---|
| Template not found or invalid | Cloud | Use an **approved** template (correct name + language) when replying outside the window. |
| 24h window closed | Cloud | Reopen the conversation with an approved template; only then send a free-form message. |
| Media too large or unsupported type | Cloud and Web | Reduce the file (default limit **40 MB**) and use an accepted format (image, video, audio, document). |
| Communities only accept text announcements | Web | In a **community**, send text only (no media, poll, or buttons). |
| Interactive feature rejected | Web | Buttons/lists/carousel/flow depend on the gateway and WhatsApp; if rejected, the reason appears on the bubble. |
| Native catalog not supported by the provider | non-Cloud | Native product messages are Cloud-only; other providers fall back to the standard product card. |
| Number dropped/disconnected | Cloud and Web | Reconnect the channel — see [Common WhatsApp errors](/hc/ajuda/articles/faq-erros-comuns-whatsapp-en). |

### Cloud vs Web

- **WhatsApp Cloud** follows Meta's rules: it has a **24h window** and requires an **approved template**
  to reopen the conversation. The reason shown on the bubble is **Meta's error message**, verbatim.
- **WhatsApp Web** does **not** use approved templates and has **no** 24h window — every reply goes out
  as a session message. The reason shown comes from the connected **gateway**. Lists and flows only
  render in **1:1** chats; in groups they arrive as text.

## Use cases

- Reopen a Cloud conversation that passed 24h, using an approved template.
- Resend media that was rejected for size, after reducing the file.
- Understand why a button worked but the list did not show in a group (on Web).

## Tips, limits & best practices

- On **Cloud**, keep approved templates ready and respect the **24h window**.
- Avoid media above the **upload limit** (default **40 MB**) and prefer common formats.
- On **Web**, remember that **list** and **flow** only show in 1:1 chats; in a group, use **buttons** or
  text.
- In **communities**, communicate by **text** only.
- For campaigns and bulk sends, follow [Limits, anti-ban & best practices](/hc/ajuda/articles/faq-limites-anti-ban-boas-praticas-en).

## Troubleshooting

- **"Template not found or invalid template name" (Cloud)**: the template you set does not exist, has a
  different language, or is not **approved**. Pick an approved template with the correct name and
  language and resend.
- **Failure due to expired 24h window (Cloud)**: more than 24h passed since the customer last replied.
  Reopen with an **approved template**; after that the conversation accepts free-form messages again.
- **Media rejected**: the file exceeds the limit (default **40 MB**) or the type is not accepted. Reduce
  the size and use image/video/audio/document in a common format.
- **Community ("WhatsApp communities only accept text announcements...")**: the message had media, a
  poll, or buttons. In a community, send **text only**.
- **Interactive feature rejected (buttons, lists, carousel, or flow)**: the platform sends these
  features without a block of its own — WhatsApp and the gateway are what validate them. If a rejection
  comes back (for example, a permission message from the gateway), the exact text appears on the bubble;
  follow that guidance or use a compatible format.
- **Number dropped/disconnected**: if many messages fail, the problem is the **connection**, not the
  message — see [Common WhatsApp errors](/hc/ajuda/articles/faq-erros-comuns-whatsapp-en).

## See also

- [Common WhatsApp errors](/hc/ajuda/articles/faq-erros-comuns-whatsapp-en)
- [Limits, anti-ban & best practices](/hc/ajuda/articles/faq-limites-anti-ban-boas-praticas-en)
- [Connect WhatsApp Web (QR pairing)](/hc/ajuda/articles/inboxes-channels-whatsapp-web-wazmeow-en)