WAZZUP Help

Message delivery errors

Many factors can pretend the message from being sent. In Wazzup chats you can find out the problem by hovering over the cross. 

CRM signifies about the error by system message delivered in chat that is visible only for you. 

All failed messages sent before 25/03/20 have the status 13 that means: “The client has not installed the app or has linked it to another number”. Now we have special code and description for any kind of errors.

You can see the statuses and explanations for all message delivery errors below.

WhatsApp

Error code What happened What to do
13 The client has not installed the app or has linked it to another number. The message has not been sent. There is no such number in WhatsApp. Possibly, the client has changed their number.
17 The file size should not be more than 50 MB. The maximum attachment size is 50 MB. If compressing the file is not possible, upload it to a cloud storage and send it as a download link.
18 The message was not sent due to suspected spam. WhatsApp filters have suspected spam from your account. Try to decrease your profile’s activity level. Interact with your clients manually.
19 The sending has been interrupted. There were too many messages sent from the account. WhatsApp filters have interrupted the sending because of a large number of outgoing messages. Try to decrease your activity level.
66 An error occurred. The information has already been directed to Wazzup developers. An unknown error has occurred. Contact tech support staff in WhatsApp, Telegram, Facebook, VKor via e-mail — support@wazzup24.com 

Service content requirements

Maximum attachment size is 50 Mb.

WhatsApp Business

Error code

What happened

What to do

21

The file doesn’t fit service requirements.

Check service requirements*

23

24-hour session has expired.

Message delivery has been stopped because the client did not respond to you in the last 24 hours. Please, wait till the client sends you a message.

66

Unknown error.

Contact our tech support in WhatsApp, Telegram, Facebook, VKontakte, or by email – support@wazzup24.com 

Service content requirements

Type of file

Documents

Images

Audio

Voice messages

Video

Supported media formats

*.pdf, .do*, .xl, .ppt, .sx*, .od*

.jpeg, .jpg, .png

*.acc, .mp4, .mp4a, .amr, .mpeg, .ogg

.ogg

*.mp4, .3gp, *.3g2

Max size

100MB

16MB

16MB

16MB

5M

Instagram

Error code What happened What to do
13 The client has not installed the app or has linked it to another number. The message has not been sent. There is no such Instagram account. Possibly, the client has changed their profile name.
14 The message text is too long. An Instagram message should not be longer than 1,000 symbols. Shorten the text.
15 Instagram filters do not allow the message because of the link. Instagram filters are not letting the link from the message through. Make sure that the link is working. Try to add more text to the message and send it again.
17 The file size should not be more than 50 MB. The maximum attachment size is 50 MB. If compressing the file is not possible, upload it to a cloud storage and send it as a download link.
18 The message was not sent due to suspected spam. Instagram filters have suspected spam from your account. Try to decrease your profile’s activity level. Interact with your clients manually.
19 The sending has been interrupted. There were too many messages sent from the account. Instagram filters have interrupted the sending because of a large stream of outgoing messages. Try to decrease your activity level.
21 The file does not satisfy the service’s requirements. The file does not satisfy Instagram requirements. Possibly, its width is smaller than 100 pixels. You can find out about the requirements for video and images in the service’s Help Center.
66 An error occurred. The information has already been directed to Wazzup developers. An unknown error has occurred. Contact tech support staff in WhatsApp, Telegram, Facebook, VKor via e-mail — support@wazzup24.com

Service content requirements

Type of file Images Video
Supported media formats .jpg, .jpeg .mp4
Max size 30 MB 50 MB

Telegram

Error code What happened What to do
13 The client has not installed the app or has linked it to another number. The message has not been sent. There is no such Telegram account.
14 The message text is too long. Telegram message should not be longer than 4096 symbols. Shorten the text.
21 The file does not satisfy the service’s requirements. The file does not satisfy Telegram requirements. You can find out about the requirements for video and images here.
66 Unknown error. An unknown error has occurred. Contact tech support staff in WhatsApp, Telegram, Facebook, VKor via e-mail — support@wazzup24.com

Service content requirements

Type of file

Documents

Images

Audio

Voice messages

Video

Supported media formats

.pdf, .zip, .gif

.jpeg, .jpg, .png

 .mp3, .m4a

.ogg

.mp4

Max size

20MB

5MB

20MB

1MB*

20MB

* When the max size is exceeded, the voice message is sent as a file.

The length of a text message should not exceed 4096 characters, but the signatures to the attachments should not exceed 1024 characters.