Get help
If this manual has not solved it, raise a ticket. Every article has a Still stuck? button at the bottom that opens one with the subject already filled in.
Steps
- Open Tickets and click New ticket.
- Write a subject that describes the problem, not the feeling. "Broadcast failed for 40 of 200 recipients" gets a faster answer than "broadcast not working".
- Describe what happened (see below).
- Submit. You get a ticket number, and replies arrive by email and appear on the ticket.
What to include
The difference between one reply and five is nearly always the first message. Include:
- What you were trying to do, in one sentence.
- What you expected, and what happened instead.
- The exact wording of any error. Screenshot or copy-paste — a paraphrase loses the detail that identifies it.
- Identifiers, which is what lets us look rather than guess:
| For a problem with | Include |
|---|---|
| A message | The recipient's number and roughly when |
| A broadcast | Its name, from Broadcasts |
| A template | Its name and the rejection text |
| A payment | The order number from Orders |
| A number | The phone number |
- What you already tried. Saves us suggesting it.
One problem per ticket
Two unrelated problems in one thread get answered at the speed of the slower one. Two tickets are faster.
Before you raise one
A minute here often saves the round trip:
- Nothing is sending → I can't send messages is an ordered checklist and covers most cases.
- A message failed → A message failed.
- A template was rejected → Why was my template rejected?
- A customer says they got nothing → check Message logs first; the answer is usually there.
What we cannot do
Some things are Meta's, not ours, and saying so early is more useful than pretending:
- Raise your messaging limit. It rises on Meta's schedule, driven by your sending and your business verification.
- Reverse a template rejection. We can help you understand it and rewrite.
- Restore a quality rating. That recovers through how you message. See My number or account is restricted.
- Recover an expired balance. Ask anyway, but that is the policy.
Next
I can't send messages — the checklist worth bookmarking.