Common problems and what to do

Rejected templates, undelivered messages, odd message types, and iPhone notifications.

My template was rejected

Usually the category.

  1. Check the category. A promotional message submitted as Utility gets rejected almost every time — resubmit it as Marketing
  2. Give every placeholder a sample value
  3. Read it once for spelling
  4. Edit and resubmit. There is no penalty for retrying

My message was not delivered

  • Check the number is correct, with the country code.
  • If the 24-hour window is closed, a free-form message cannot go — you need a template. See the 24-hour window article.
  • Check the ticks. One tick means it left us but has not reached them — often their phone is off or has no signal.
  • A failed message shows an error under it in the conversation.

Good to know: One error is worth naming: 131049, 'not delivered to maintain healthy ecosystem engagement'. That is Meta limiting how much marketing a particular person receives across ALL businesses. It is not a fault in your account and there is nothing to fix — the message was accepted and then held back at Meta's end.

A message shows as 'Unsupported message type'

The customer sent something WhatsApp cannot pass on to a business account — a poll, a view-once photo, or a message they deleted. There is no content for us to show you, because Meta never sends any. Reply and ask them to send it again as a normal message or photo.

Tap the picture to enlarge it

I am not getting notifications on my iPhone

On iPhone, notifications only work if you add Tous Connect to your Home Screen first. In a normal Safari tab they will not work at all — that is an Apple restriction.

  1. Open Tous Connect in Safari
  2. Tap Share, then Add to Home Screen
  3. Open it from the new Home Screen icon, not from Safari
  4. Allow notifications when it asks

Watch out: You must allow notifications from inside the Home Screen app. Allowing them in a Safari tab does not carry over — iOS treats them as two separate apps.

Still stuck? Use the Support button at the bottom of the sidebar to message us directly.

Still need a hand?

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