Investigate WhatsApp send failures
Use this page when WhatsApp deliveries or reads are lower than expected, or when Failures in campaign analytics look elevated.
Investigation workflow
Work through the following steps in order.
- Confirm failures in campaign or Canvas analytics. Open the message step and review the Failures count and failure rate. If failures look elevated compared to sends or deliveries, continue to the next step.
- Find the error code in Messaging Observability. Open Messaging Observability for the same send and note the provider error code (for example,
131049for per-user marketing limits). Use Common failure codes to interpret the code and decide next steps. - Export failures with Currents for analysis or retargeting. After you know the error code, export WhatsApp send failure events through Currents. Use that data to analyze failure trends in your warehouse or to build segments and retarget users on another channel.
Common failure codes
| Error code | Typical cause | Next step |
|---|---|---|
131049 |
Meta per-user marketing frequency limit or US marketing pause | See Meta resources and Retargeting users on other Braze channels |
130472 |
Meta marketing experiment holdout | See Meta resources FAQ |
131026 |
Various non-delivery reasons (Meta doesn’t disclose specifics) | Avoid immediate retries; review Meta Cloud API troubleshooting |
Messaging account access removed
If someone removes Braze access to your Messaging account in Meta, Braze isn’t notified. However, sends start to fail with authorization errors. Over time, Braze marks the number inactive, the Message Activity Log shows WhatsApp messaging service has no sending numbers, and the number is hidden from the WhatsApp composer.
Confirm partner access for Braze in WhatsApp Manager, then reconnect through Embedded Signup if needed. For how Messaging accounts relate to shared numbers, see WhatsApp accounts and Messaging accounts.
New Stuff!