If you are still connecting your number, start with Troubleshoot WhatsApp onboarding issues for signup, eligibility, and verification errors. The issues below apply after your WhatsApp channel is connected.
WhatsApp Messages Not Received Even Though Everything Looks Connected
Symptoms
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WhatsApp channel is connected successfully
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Phone number status shows Connected
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Quality rating is Green
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No errors are shown in Chatwoot
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Outgoing messages may work, but incoming messages are not received
Why This Happens
In some cases, Meta requires the WhatsApp phone number to be registered again, even though it still appears connected and healthy.
This usually happens after:
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A display name change
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Business profile updates
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Certain internal Meta-side sync issues
When this occurs, WhatsApp messages may silently stop being delivered without showing any visible errors. This is a known Meta behavior.
How to Fix It
Re-registering the WhatsApp phone number resolves the issue immediately (Please ask us in the support and will resolve it for you)
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No plan changes are required
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No webhook changes are required
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In most cases, no new verification code is needed
Once the number is registered again, message delivery resumes normally.
Display Name Status Issues (Pending / Rejected / Not Approved)
What Is a Display Name?
The display name is the business name shown to customers on WhatsApp.
Meta reviews and approves this name before it becomes active.
Common Display Name Statuses
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Approved – Everything is good, no action needed
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Pending – Meta is reviewing the name
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Rejected – The name did not meet Meta’s guidelines
Why Display Name Issues Matter
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A rejected or pending display name can delay onboarding
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Changing the display name may require re-registering the phone number
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Messages may fail or stop working if registration is not completed after approval
Common Reasons for Rejection
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Name does not match the business name in Meta Business Manager
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Use of generic words (e.g., “Support”, “Official”, “Service”)
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Use of emojis, symbols, or all caps
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Mismatch between brand name and website/domain
Best Practices for Display Names
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Use your official business or brand name
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Match the name used in your website and Meta Business Manager
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Avoid emojis, slogans, or extra descriptors
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Keep it simple and brand-consistent
Important Note
After a display name is approved, Meta may still require the phone number to be registered again for the change to fully take effect.
If WhatsApp messages stop working after a display name update, re-registering the number usually fixes the issue.
WhatsApp Error 131026 – Message Undeliverable
What Does Error 131026 Mean?
Error 131026 means that WhatsApp could not deliver the message to the recipient. Chatwoot displays the error returned by WhatsApp. The code alone does not identify the exact cause.
This can happen even when your business has a high quality rating and the same template has worked before. A working phone number is not necessarily the number the customer uses for WhatsApp.
Possible Causes
Meta’s error reference lists these possible causes:
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The recipient’s number is not registered on WhatsApp.
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The recipient has not accepted WhatsApp’s latest Terms of Service and Privacy Policy.
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The recipient is using an outdated version of WhatsApp.
These are possible causes, not an exhaustive diagnosis. WATI’s troubleshooting guide also lists the recipient blocking the business as a possibility.
Developers in the Meta community discussion report intermittent 131026 failures for valid, updated WhatsApp accounts, including Utility templates. Some report delivery working after the recipient sends a message or after a later retry. These reports do not establish a confirmed cause or a guaranteed fix.
What to Check
Contact the recipient through another channel and ask them to:
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Confirm that the number you are messaging is the number they use for WhatsApp, including the correct country code.
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Check that they have not blocked your business number in WhatsApp’s privacy settings.
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Update WhatsApp to the latest version and check for any pending Terms of Service or Privacy Policy prompt.
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Send a WhatsApp message to your business number. Once it arrives in Chatwoot, try replying and check the delivery status.
These checks help narrow down the cause; they do not guarantee delivery. Do not assume that previously failed messages will be delivered automatically after the recipient completes them.
Is This a Marketing Message Limit?
WATI also lists recipient-level marketing limits as a possible explanation. However, Meta’s current error reference associates per-user marketing template limits with 131049. Do not conclude that a recipient has reached a marketing limit from error 131026 alone.
If the Error Continues
Contact Chatwoot support with the affected conversation links, failed message timestamps and time zone, template name and category, and whether other recipients can receive the same template. Include whether a reply failed after the customer sent you a WhatsApp message.
Support can use these details to investigate the recipient identifier and Meta delivery callbacks, and determine whether the case needs to be escalated to Meta. Error 131026 alone is not a reason to reconnect the inbox or re-register the business number.
WhatsApp Error 131049 – Message Not Delivered to Maintain Healthy Ecosystem Engagement
What Does Error 131049 Mean?
Meta uses error 131049 when it decides not to deliver a message to maintain healthy ecosystem engagement. This can relate to per-user marketing template message limits. It does not mean that the recipient has not accepted WhatsApp’s Terms of Service.
What to Do
If you receive 131049 and suspect a marketing message limit, Meta recommends waiting at least 24 hours before resending the template. Avoid repeated immediate retries. Waiting does not guarantee delivery because the limit can remain in effect for different periods.
See Meta’s error reference for the current guidance on 131026 and 131049.