Troubleshooting WhatsApp Message Delivery
Cloudbeds Guest Experience provides delivery status for each outbound message. If a message fails, check its delivery status and the error text. Common error types and first-line actions:
| Unknown error | Generic carrier error; retry or ask guest to confirm number. |
| Unknown destination handset | Number is invalid or disconnected; verify with guest. |
| Unreachable destination handset | Device off/out of service; try later. |
| Carrier violation / message blocked | Content may violate carrier/WhatsApp policy; review template wording and avoid flagged terms. |
| Landline or unreachable carrier | The number may be a landline; confirm mobile number. |
| “SMS is disabled” (Error 1300) | Property’s messaging/SMS services are not fully registered; go to Messaging Services in Cloudbeds Guest Experience to verify registration and enable messaging. |
When troubleshooting, make sure to:
- Verify the guest’s number
- Review message/template content for policy words
- If the template status is Paused/Disabled (negative feedback), review or create a new template.
If Meta shows the WhatsApp account as Disabled while Cloudbeds Guest Experience shows Online
- Confirm in Meta: check Business Settings → WhatsApp Accounts, and read the disable reason.
- Address the cause: update business info, payment settings, enable 2FA, and review templates for policy compliance.
- Request a review: in Meta Business Suite, submit an appeal with details of corrections and supporting docs. Reviews can take 24–48 hours.
- While waiting: assume WhatsApp messages won’t deliver. Use email/SMS/phone for urgent guest communication. Do not disconnect/reconnect the number.
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If review is denied: persist with Meta support (Help Center, Business Page, Developer forum).
- As a last resort, create a new Meta Business Account and WhatsApp Business Account with a different phone number (note: previous history will be lost).
Best Practices for Maintenance
- Regularly monitor template performance and statuses - if they are Paused/Disabled, review them.
- Keep Cloudbeds and Cloudbeds Guest Experience updated to the latest versions to receive bug fixes and improvements.
- Periodically review Cloudbeds Help Center and Cloudbeds Guest Experience docs for updates to integration behavior and WhatsApp policy changes.
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When contacting support, include:
- Phone number used
- Example of message timestamps
- Template names
- Delivery error text
- Last sync timestamp from Integrations
- Screenshots of Cloudbeds Guest Experience + Meta statuses.
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