WhatsApp OTP Analytics

Account Registration Errors

The percentage (and number) of dropped messages due to your phone number registration issues at Meta.

You can:
- Register the phone number before trying again.
- Wait five minutes before re-trying the request.
- Verify that the business phone number is correct.

Country Code Drops

The percentage (and number) of dropped messages due to phone numbers with country codes other than the specified in your contract.

Duplicates

The percentage (and the number) of the dropped messages due to duplicate recipients in the audience.

Frequency Capped

The percentage (and the number) of the dropped messages due to the Channel Frequency Capping settings.

You can:
- Review your Channel Frequency Capping settings under the Inone Settings. If you often receive this error, you might want to change the settings.
- Segment users who don't receive the message due to the Channel Frequency Capping and resend the campaign after bypassing the Channel Frequency Capping in the Launch step.

Internal Errors

The percentage (and the number) of dropped messages due to various internal system issues (bugs, server problems, technical malfunctions).

Invalid Phone Numbers

The percentage (and the number) of dropped messages due to the phone numbers is not a standard format (e164).
Refer to WhatsApp's required phone number format to learn further.

You can:
- Export the phone numbers and re-upload the CSV with the correct ones.
- Directly exclude these numbers from your segments/campaigns.

Meta Temporary Errors

The percentage (and number) of dropped messages due to temporary issues at Meta.

Paused Templates

The percentage (and number) of messages that couldn’t be sent since Meta had paused their message templates due to receiving too many low-quality ratings from the recipients.
Possible reasons include:
- The template has been paused due to low quality and is no longer usable for template messages.
- The template has been paused multiple times for low quality and is no longer usable for template messages.
This error is directly related to Meta. You can read Meta's guide to learn further.

You can duplicate or create a new template and send it to engaged users to avoid getting this error and segment these users while sending new messages.

Policy Failures

The percentage (and number) of dropped messages due to violating Meta policies.

Rate Limits

The percentage and number of dropped messages due to your account exceeding various Meta limits.

Recipient-Related Errors

The percentage (and number) of dropped messages due to various issues with the recipient's WhatsApp account.
Possible reasons include:
-The recipient's phone number is not associated with a WhatsApp account.
-The recipient has not accepted WhatsApp's newest Terms of Service and Privacy Policy.
- The recipient is using an outdated WhatsApp version and should update to the latest version, if possible.

You can try these actions:
- Confirm that they have accepted our latest Terms of Service (Settings > Help or Settings > Application information will prompt them to accept the latest terms/policies if they haven't done so already).
- Update the WhatsApp user to the latest version.
- Use an alternative communication channel, such as SMS or Email, to request that the WhatsApp user review and confirm the new Terms of Service and share the link to this document with them.
- Alternatively, share the QR code below on your website or other alternative channels like Instagram stories, posts, offline channels, etc., for quick access to accept the Terms of Service. - If an end user wants to contact the business independently, they cannot send a message without first accepting the Terms of Service. Consent must be obtained before any communication can occur. To facilitate this, you can create a link containing a pre-defined keyword that offers a promotion to incentivize users to provide their consent. When the end user clicks the link, the keyword will appear in the WhatsApp chat, but they won’t be able to send the message until they accept the Terms of Service.
After creating this link with the business's phone number, for example, https://wa.me/90XXXXXXXXXX?text=Receive%20Coupon, where "Receive Coupon" serves as the keyword, you can also convert it into a QR code for convenient use, as outlined in the previous step.

Template Failures

The percentage (and the number) of messages dropped due to issues with message templates, including errors, policy violations, and approval delays.

You can check the WhatsApp Manager to verify that your template has been translated. See Quality Rating and Template Status.

Tier Limitation

The percentage (and the number) of dropped messages due to the daily messaging limit per unique recipient via WhatsApp.

You can segment these users and send the message for the next day.

Account Verification Errors

The percentage (and the number) of undelivered messages due to verification issues of your phone number at Meta. This error is related to the must-do steps for account verification. Check the reasons in detail and take the necessary actions.

If you need assistance, reach out to the Insider One team.

Delivery Report Missing

The percentage (and the number) of undelivered messages is due to the fact that no delivery reports were received from Meta.
Possible reasons include:
- The end-user is truly unreachable in any way. (e.g., their internet is disconnected, they deleted WhatsApp, etc.)
- The end-user has blocked the business.

Use an alternative communication method, such as SMS or Email, to request the WhatsApp user to confirm that they can send a message to your WhatsApp Business phone number and ensure that your number is not included in their blocked contacts list (Settings > Privacy > Blocked or Blocked Contacts).

Held Messages

The percentage (and number) of messages waiting to be delivered or not, according to the quality ratings the recipients give to the message template.

You can duplicate or create a new template and send it to engaged users to avoid getting this error. You can segment these users while sending new messages.

Invalid Messages

The percentage (and the number) of undelivered messages due to uncertain issues with your message content or unsupported message type.

Media Errors

The percentage (and the number) of undelivered messages due to issues with the media elements of your message templates.

You can check your dynamic attributes/variables' media types supported by Meta, export the users who faced this issue and re-segment them.

Meta Errors

The percentage (and the number) of undelivered messages due to unexpected rejections by Meta.

You can segment these users who faced this error and try again to send a campaign to them.

Meta Experiments

The percentage (and the number) of undelivered messages due to experimental features tested by Meta on specific WhatsApp users.

You can try sending a message to the end-user at a later time.

Meta Recipient Limit

It operates like frequency capping by restricting the number of marketing messages users can receive, depending on their engagement level. The limit applies only to marketing template messages that typically initiate a new marketing conversation.
If the end user receives too many messages from your business or from other businesses, the messages sent might result in this error. Due to privacy and data protection policies, Meta does not disclose the message limit or time frame.
The messages the end user receives from other businesses also impact them. In the end, Meta says the total number of messages the end user receives matters, regardless of where they come from. Again, due to user privacy, Meta doesn't share the exact message count or timeframes.
The end user responding to a message is still important. For example, if a message is sent from a business and the end user responds (either with a quick reply or a normal reply), the next message can also be sent without counting toward the per-user marketing message limit. If the user responds to the second message, the third one can also be sent in the same way without being deducted from the per-user marketing message limit.

If you want to avoid this issue, you should follow Meta’s rules on the Meta Recipient Limits below:
- Let’s say you received this error from the end user. Here, Meta advises waiting before sending another message, but it doesn’t specify how many days to wait. You could wait 3-5 days or even 2-3 weeks. The only guidance is, if you get an error from the user and, let's say, you wait X days before trying to send another message if you encounter the error again, then increase the waiting period, meaning try sending the message again after more than X days.
- “Engagement” refers to users who respond to a quick reply or regular reply. Clicking a link within the message body or a call-to-action (CTA) button does not count as engagement.
- There is no separate logic for test messages. If you don’t want to reach a point where you can’t receive any messages in the test messages, you need to engage with the test messages as well.
- Since this rule applies to marketing messages, you can use the utility templates for your informational, non-marketing messages to avoid encountering this error.
- To encourage engagement, make sure to use the quick reply buttons.
You can read Meta's documentation for further details.

Recipient-Related Errors

The percentage (and the number) of undelivered messages due to various issues with the recipient's WhatsApp account.
Possible reasons include:
-The recipient's phone number is not associated with a WhatsApp account.
-The recipient has not accepted WhatsApp's newest Terms of Service and Privacy Policy.
- The recipient is using an outdated WhatsApp version and should update to the latest version, if possible.

You can try these actions:
- Confirm that they have accepted our latest Terms of Service (Settings > Help or Settings > Application information will prompt them to accept the latest terms/policies if they haven't done so already).
- Update the WhatsApp user to the latest version.
- Use an alternative communication channel, such as SMS or Email, to request that the WhatsApp user review and confirm the new Terms of Service and share the link to this document with them.
- Alternatively, share the QR code below on your website or other alternative channels like Instagram stories, posts, offline channels, etc., for quick access to accept the Terms of Service. - If an end user wants to contact the business independently, they cannot send a message without first accepting the Terms of Service. Consent must be obtained before any communication can occur. To facilitate this, you can create a link containing a pre-defined keyword that offers a promotion to incentivize users to provide their consent. When the end user clicks the link, the keyword will appear in the WhatsApp chat, but they won’t be able to send the message until they accept the Terms of Service.
After creating this link with the business's phone number, for example, https://wa.me/90XXXXXXXXXX?text=Receive%20Coupon, where "Receive Coupon" serves as the keyword, you can also convert it into a QR code for convenient use, as outlined in the previous step.

Timeout Failures

The percentage (and the number) of Unverified messages due to the recipients who failed to enter their verification codes within the given period of time.

Attempt Failures

The percentage (and the number) of Unverified messages due to the recipients who failed to enter their verification codes correctly within the given number of attempts.