Global Errors

Error: “Sequence failed, Bot user unsubscribed”

This error is triggered whenever the bot tries to sent a sequence to a bot user who has been unsubscribed from the bot.

The user needs to be resubscribed in order to receive the sequences.

Once the bot user is resubscribed you can use the action in the basic action, subscribe to sequence to re-subscribe the user as per screenshot below:

Open

Or go to “bot users”, and select the contacts, and then in the “bulk action” dropdown, select “subscribe to sequence”

Open

Error: “Data size is over 20000 characters”

For the user custom field, the max storage limit is 20000 characters. To solve the issue, reduce the character you are trying to save.

If you are saving the value from inbound webhooks or our internal integration actions, use data pre-processing to narrow down the value you want to save.

You can find the data preprocessing in the inbound webhook setting below:

You can also find the data preprocessing in the external request as per screenshot below:

Please note, you might need developer skills to use the above data-preprocessing feature.

Error: “Operation timed out after 30001 milliseconds with 0 bytes received”

This error is usually triggered by an OpenAI integration action. The default timeout for openAI natively is 30 seconds after which UChat servers timeout. If a server timeout before receiving a reply back from OpenAI, this error is logged.

To reduce the chances of this error occurring, reduce the Chat history or optimize the prompts and system messages so that the request takes less time to execute. You can also break a larger chat history into smaller chunks and using an intent detection system as a workaround. For more information, refer to the video:

UChat also offers add-on to increase the timeout limits, the cost is $20 per month to increase 10 seconds more. You can stack on the add-on. You can find more about it here:

https://uchat-com-au.atlassian.net/wiki/spaces/UKB/pages/731676673/Bot+Add-Ons#OpenAI-Timeout-Period

Error: “Data Store Error: Connection is not verified”

This error usually occurs when you try to integrate your database to UChat. The connection establishes however UChat is unable to verify the connection. In most cases the reason for this is incorrect credentials. There are cases where the IP isnt whitelisted and hence the connection fails to establish.

Input the correct credentials and the connection will be verified. If you are integrating MongoDB, you can use the video below as reference:

Error: “Notification Content must not be empty”

This error is triggered whenever you are trying to send a notification and the body/content of the notification is empty.

To resolve this, make sure that the body of the notification is not blank. If the body consists out of a custom field then check the bot user to see if that custom field populated properly.

Error: “Broadcast failed, Bot user unsubscribed”

This error is because the user has unsubscribed from your bot when sending the broadcast.

If you don’t want to see the error, you can add conditions in your broadcast flow, only send the broadcast to the user who subscribed to your bot.

And you can also choose to delete the unsubscribed user to keep only your engaged users in your chatbot.

You can create the triggers in the automation: User Unsubscribed from Bot, and trigger a flow with “delete user” action inside.

Our platform also has an auto clean up feature, you can find the settings in “Settings” -> General -> Bot Users Auto Cleanup(only the owner can see this setting).

You can also check the video tutorial here:

https://www.youtube.com/watch?v=hzAR85GHu1M

Error: “Open AI not connected”

This error is triggered when you try to use an OpenAI action but the workspace is not integrated with OpenAI yet.

To integrate OpenAI, Click on “Integration” from the dashboard of your workspace, search for OpenAI under the Artificial Intelligence tab and enter your OpenAI API Key.

Click on Save and make sure the connection says “Verified”

Note: Organization ID is optional, you can leave it empty.

You can refer to the video below for more guidance:

Error: “SpreadSheet is not selected”

This error is triggered when you trying to use a google-sheet action and the spreadsheet isnt selected.

There can be several other reasons as well. This could happen if you installed a template and the google sheet was not copied to your own account.

This can happen if your workspace does not have google sheets integrated yet and thus the installation of the template was not able to install a copy of the used google sheet to your account

Make sure you connect your Google account in Integration -> Data/File Storage, and also select the correct spreadsheet in the Google sheet action.

Error: “Pro feature only”

This error is triggered when you try to use an action which is only available to users on Pro plan. In order to use these actions, you will have to upgrade your workspace from free plan to business or partner plan.

Error: “Request timeout”

This error is triggered when you are using External Request action and the external API call doesn't return an answer within 15 seconds.

The UChat servers time out after 15 seconds. The solution is to make sure the API call is completed within 15 seconds. If you want to increase this limit, you can do so by purchasing an add-on here:

https://uchat-com-au.atlassian.net/wiki/spaces/UKB/pages/731676673/Bot+Add-Ons#External-Request-Timeout-Period

Note: You can handle this error within your flow using the response code “0”

If you can’t optimize the timeout, you can choose to purchase the time-out add on. You can increase the timeout limits by 10 seconds for $20 each.

You can test with a postman to check how long it takes for your server to generate a response, if you can use Australia server/IP address to test, that would be more accurate.

You can purchase the timeout expansion here:

https://buy.stripe.com/9AQbJR2qveTC4N2fZf

Please note, it’s $20 per month for every 10 seconds extra. The add-on is at the bot level. For example, if you want to increase the limit by 30 seconds, then change the quantity to 3 from the above payment link and it will cost you 60$ per month.

Error: “Message not sent because not subscribed”

This error is triggered whenever the bot tries to send a message to a bot user who is no longer subscribed to the bot.

You can use “opt-in” action in the flow builder, actions → basic actions. You can also resubscribe the bot users using “Subscribe to bot” action → basic actions.

Error: “Over 100 sequences subscribed in last 24 hours”

The platform has the rate limits of max 100 sequence subscription. If you have subscribed to the sequence more than 100 times, you will receive this error.

You will need to optimize your “subscribe to sequence” action in your flow.

This usually happens when the user is testing flows, or having an endless loop somewhere in your flow design. Normally the limit is enough for the chatbot automations.You need to check your flow logic to fix the issue.

Error: “Google Sheet is not connected”

This error is triggered when you are trying to use a google sheets action and it's not integrated with your workspace.

To integrate Google Sheets, follow the video below:

https://youtu.be/WcjcU4MNAfA?si=2fztYimauhxy6l6U

Please make sure you give all the permission asked when you are connecting your Google sheet account.

Error: “Bot users in workspace is over limit”

This error means that you have reached your plan limits for both users. Hence the automations will not continue further.

You will need to delete bot users manually or set up automation deleting rules in the Channel, then go to settings, then “General”, and then set up “bot user limits” & “Bot users auto cleanup”.

Please note the bot user limits & cleanup settings are only available to the owner of the workspace. Refer to the video below:

https://youtu.be/q0CZ_p_UtPY?si=VOsw49wb2i_Dd9Sj

Also you can upgrade to the higher plan which has higher bot user limits.

Error: “The rate limit has exceeded, Please retry again after some time”

This error is usually triggered when a broadcast is being sent or you are having huge conversation live traffic and it hits 100 errors per 5 minutes for your bot.

The broadcast will be paused temporarily.

UChat will keep counting the error messages every 5 minutes. If you have fewer errors than our limits, your broadcast or your bot will resume.

To resolve this error is to make sure you optimize your flow to handle the errors.

You can open your bot, and got to “Tools” -> Error logs, and then if you click “Node” in your error logs, it will redirect you to the flows, you can check and optimize your flow.

Note: If you are using rate limits feature, this error will also be logged if you exceed those limits.

Error: “Over max execution time limit of 40 seconds”

This error is triggered whenever there isn't a user interaction for 40 seconds.

By default, UChat offers a max execution time of 40 seconds. So if you have a question node(which considers user interaction) triggered. and starting from this point, UChat will move forward with your flow logic for max 40 seconds. You will need to have another user interaction(question block) within 40 seconds, otherwise you will see this error.

A few of the user interaction actions examples:

• Question node - asking questions

• Click buttons or quick replies

• The user reply back to your bot

Please note, if you are using external request action or openAI action, the response time from the 3rd party is also considered in the timeout limits.

The solution is to add more user interaction in your chatbot flow. Every user interaction will reset the max execution time.

Also, you can choose to purchase the max execution timeout add-on. You can increase the timeout limit by 10 seconds for 20$/month each.

For example, if you want to increase the limit by 30 seconds, then change the quantity to 3 and it will cost you 60$/month.

You can purchase the timeout expansion here:

https://buy.stripe.com/9AQbJR2qveTC4N2fZf

Please note, the add-on is at the bot level. Contact UChat support once the payment is made, please be specific about the workspace ID & bot name in your email.

Error: “Over 30 steps without interaction step”

In UChat flow designs, every node is considered one step.

It doesn’t matter how many actions you are using in that node, but between one user interaction to the next user interaction, you can’t have more than 30 steps. This will include the background or parallel flows that are triggered.

A few of the user interaction actions examples:

• Question node - asking questions

• Click buttons or quick replies

• The user reply back to your bot

To resolve this error, try to optimize your flow logic(like break up bigger automations into small flows) and avoid endless loops.

Error: “Card title is empty”

If you are using “card element” in the send message block. you will need to make sure the card title has value.

If you are using a user custom field - variable in the card title, you will need to make sure the variable has the value. you can check this by looking at the bot user overview and select the bot user which has the error triggered for. Ensure that the custom field used for the card title has any value. If not then it means your steps before this node have an issue you need to troubleshoot somewhere

Otherwise, you will see the error. If you are using a user custom field in the card title, you can use the condition check before sending the card, and notify the admin if there is any issue like this.

Error: “Purchased add-on, delete the bot, What to do next?”

So here is how our billing works, So Imagine you purchased an extra bot add-on, which is $10 per month. The invoice is generated immediately.

And you have been using it for 15 days, let’s say, and then you decided you don’t need this bot anymore. and you deleted the bot.

So, what happens now is:

So, if you are still using the UChat service, these credits are going to be used to cover your monthly payment. Say, your monthly payment is coming up, it should be $15 per month.

Since you still have $7.5 credit with us, we will only charge you the gap for it. so we will charge you $7.5 for this month's payment.

Also, if you decide to add another member, which will cost you $10 per month, we will only charge you $2.5 for this add-on.

So the balanced credit will be used to cover the cost of your add-on or monthly subscription cost.

Unfortunately, you won’t be able to see the credit in the UChat dashboard.

If we refund your card, we can also do that. please note, 10% transaction fees will be charged for the refund.

Error: “Over 100 smart delay used in last 24 hour”

Max 100 smart delay action can be triggered to every bot user. Inspect and modify the node causing the issue to prevent an endless loop that triggers smart delay actions, ensuring adherence to the 100-action limit per bot user within 24 hours.

Possible causes:

The error occurs when the bot user has received the maximum allowed 100 smart delay actions within 24 hours, potentially due to an endless loop triggered within your flow.

Possible solutions:

To address this issue, inspect the specific node in your flow that's causing the error and ensure that you haven't set up an endless loop automation.

Modify the automation logic to prevent the continuous triggering of smart delay actions and ensure that the limit of 100 actions is not surpassed. This involves adjusting the flow to avoid repetitive or infinite loops that might lead to exceeding the smart delay action limit.

These errors are mostly seen in channels like WhatsApp where the typing feature is not present. We updated our typing block to automatically convert to a waiting delay if the channel in question does not support typing. This way you do not have to use the smart delay anymore and could solve the issue of your problem.

Error: “Upload failed. You have reached the limit of storage size(1GB). Connect to your S3 storage to continue upload”

We allow 1GB free storage for the upload files, if you need extra storage files, you can create a free cloudinary or S3 account, to store them.

You can also manage your content media library by going into your workspace’s dashboard and clicking on the My Contents tab.

Error: “PostgreSQL Integration - Table isn’t synced”

First of all, Only support the tables with auto-increment primary key id

Also, Once the table is synced to UChat, we don’t delete the synced table even if it's deleted in your Postgresql database.

Because you might still use them in your chatbot datastore action. You can manually delete the table from the UChat side.

Please note, once the table is deleted from the UChat side, even if you sync the same table back to UChat, the datastore ID might still change.

Error: “Please contact support(#10102)”

The error message "Please contact support(#10102)" occurs exclusively for UChat partners when attempting to purchase a plan, due to insufficient partner credit to cover the plan's cost.

Possible Reason for the Error:

The occurrence of this error is linked to the insufficiency of partner credit available at the moment your client attempts to buy a plan.

As a UChat partner, when the credit balance is insufficient, this error surfaces, hindering the purchase process for the plan.

Possible Solution for the Error:

To resolve this issue, the suggested course of action is to recharge the partner credit.

By topping up the partner credit, there will be adequate funds to cover the cost of the workspace. This action will facilitate a seamless purchase process for your customers, enabling them to upgrade and purchase the desired plan without encountering this error.

Error: “This team has too many team members for the selected plan”

The error "This team has too many team members for the selected plan" occurs when attempting to upgrade the plan, indicating an excess of bots or members in the current plan.

The solution involves removing surplus bots or members to fit within the limits of the current plan before upgrading.

Possible Reason for Error:

The error likely arises due to the current plan's limitation on the number of team members or bots, exceeding the permissible count for the desired upgrade. To resolve this, removing additional members or bots is necessary to fit within the constraints of the selected plan.

Possible Solution:

To resolve the issue, before upgrading the plan, ensure the number of team members or bots adheres to the limits set by the desired plan.

This involves removing excess members via the workspace settings and deleting surplus bots by navigating to "All bots," selecting the specific bot to delete, and choosing the delete option from the dropdown menu.

Once the excess members or bots are removed, proceed with the plan upgrade, and subsequently re-add the necessary members or bots accordingly.

Or you can upgrade to a higher plan which has more limits than your existing plan.

Error: “Inbound webhook request limits”

By default, the inbound webhook limit is 500 requests within 24 hours, if more requests are sent to the inbound webhook URL. it will be ignored.

If you want to check the inbound webhook limits, simply use an external request to trigger the inbound webhook URL, and check the response header, you will find the limits, and how many requests are left.

Check below videos for more details:
https://www.youtube.com/watch?v=izBF3qbYKUw

Increase the inbound webhook limits

If the user need extra inbound webhook, they can purchase based on below information:

500/day - Included -› 15K requests/per month
1000/day - $20 per month -› 30K requests/per month
2000/day - $40 per month -› 60K requests/per month
3000/day - $60 per month -› 90K requests/per month
4000/day - $80 per month -› 120K requests/per month
5000/day - $100 per month -› 150K requests/per month
10000/day - $200 per month -› 300K requests/per month

Payment link:

https://buy.stripe.com/00g9BJ6GLcLugvKbIV

You can select how many add-on they want to purchase, and every unit means 1000 requests per day, cost is $20 per month.

The inbound webhook limit is designed at bot level. not workspace level. You will need to provide the flowNS or workspaceID & bot name.

When the payment is done, please send support the bot name & workspace ID or email. We will process your request within 1 business day.

Error: “Import contact show strange character - For example Hebrew language”

You might face this issue if you are importing contact into the bot user section, and the value is all special characters. This usually happens with RTL languages, like Hebrew, Arabic. It’s because of the encoding system isn’t supported well with RTL languages.

You will need to convert the import files into UTF-8 encodings first.

The solution will be:

(1) Open an Excel file where you have the info (.xls, .xlsx )
(2) In Excel, choose "CSV (Comma Delimited) (*.csv) as the file type and save as that type.
(3) In NOTEPAD, open the saved .csv file in Notepad
(4) Then choose -> Save As..and at the bottom of the "save as" box, there is a select box labeled as "Encoding". Select UTF-8 (do NOT use ANSI or you lose all accents etc). After selecting UTF-8,
Choose select any type under "Save as type" then save the file to a slightly different file name from the original.

Important note, the title can’t be saved in Hebrew as it will throw an error when importing. So save the title in English format.

Facebook Channel Common Errors

Error: “Unsupported post request. Cannot be loaded due to missing permissions, or does not support this operation”

You might see the error message like this:

Unsupported post request. Object with ID '100343472848953' does not exist, cannot be loaded due to missing permissions, or does not support this operation. Please read the Graph API documentation at https://developers.facebook.com/docs/graph-api

When you connect the channel to our platform. There is a screen that allows you to give the permission we need. please make sure you select all the permission that is asked on that screen.

Please follow this video to connect your Facebook page:

Since meta have changed the number of permissions needed, so expect the facebook page permission, you will also need to connect your Facebook business management in the “Integration” -> E-commerce -> Facebook Business

If you can’t see you page when you are redirect back to UChat, check the video below:

The solution is to reconnect your Facebook page, and select the page you want to connect, and give all the permissions our platform needs.

Error: “Sending payload: 2534015 (#100) Invalid message data”

According to the meta error code, this error is because the type of data you are sending isn’t allowed for your message type.

If you are in an omni channel, you should check the supported channel in every message element. There are social icons like below screenshot:

You can learn more information here:
https://developers.facebook.com/docs/messenger-platform/error-codes/

Error: “Sending payload: 1545041 (#551) This person isn't available at the moment”

Either the user generated a lot of errors on our end or The user might block your bot, so the message will not be delivered.

Learn more information:

https://developers.facebook.com/docs/messenger-platform/error-codes/

Error: “You have been temporarily blocked from performing this action”

you might see the error message below:

Error sending payload: (#2022) You have been temporarily blocked from performing this action. It means that Facebook has issued a temporary block on your Facebook account.

we are unable to send to any account that has been blocked by Facebook. We would advise you to check your Facebook business manager or page alert notification center for more information regarding this issue.

Error: “Hide comment error: (#200) Users can only edit their own comments published by the same app”

You see this error if you are using the “hide comments” action in the flow.

You can hide most comments on Posts with the following exceptions:

Learn more information:
https://developers.facebook.com/docs/graph-api/reference/v17.0/comment#hiding

Error: “Connecting different FB pages to different workspaces using 1 FB account”

Users have a few issues where they connect one page to a specific workspace and it disconnects when they add another page to a different workspace.

Possible reason for the error:

90% of the time the reason is because the user deselects the FB already connected on the other workspace during the connection process with Facebook.

Possible Solution:

the below video is recorded to be sent to users who have this specific issue and only them since we openly do not promote this procedure

https://youtu.be/IWgb8HyRKfk

Make sure you select all the pages that are connected to UChat platform, even if it shows the error message, like “xx page is connected to xx workspace”, this shouldn’t matter.

But you will lose connection for the previous page if you don’t select those pages to connect. So always make sure you select all the pages that are connecting to the UChat platform.

Error: “Comment reply error: You've already posted this. Posting the same content repeatedly on Facebook isn't allowed”

you can’t post the same content repeatedly.

You can add a randomizer to send different messages or use openAI to dynamically generate personalized content.

Error: “Message not sent because outside 24 hours”

This limit applies to meta channels(Messenger, Instagram, WhatsApp). If the user hasn't engaged with your bot for the past 24 hours.

You can’t reach them directly. You will see that error message.

For WhatsApp, you will need to send a template message, for Messenger, you will need to send recurring notification or one time notification.

For the instagram user, you can capture the user’s email or phone number, and you can reach out to the user through email or SMS even they are out of 24 hour window.

More information here:

https://developers.facebook.com/docs/messenger-platform/send-messages https://developers.facebook.com/docs/messenger-platform/policy/policy-overview/

The solution is to use a condition like the screenshot below, and make sure you are always reaching the user who interacts with your chatbot for the past 24 hours, and using different methods to reach out to the user who are out of the 24 hour interaction window.

Also you can reach out to the user through email or SMS. You need to make sure the user have opt-in to receive SMS & email messages.

Error: “I can’t receive recurring notification request message”

The reason for this is, facebook has a rate limit that You can only send one opt-in request per week with the same, specific title to a person. This includes the default value of "Updates and promotions".

So if you are testing the recurring notification request, you might receive the message when it’s first time trigger, but it might not trigger in the following test.

Also,

• Do not send duplicate opt in requests to a person. A duplicate opt in request is defined as having the same title for notifications from a Facebook Page or the same title and image_url for notifications from an Instagram Professional account

• You can only send in opt in requests during the standard messaging window

• If a person opts in to marketing messages, this action does not open a standard messaging window

• You can only see if a person has opted in to receiving marketing messages but not the statuses for pending opt in requests

• If a person has chosen to stop receiving marketing messages, your notifications will no longer be delivered to that person and you will receive an error

• A person can block, mute, or report your messaging

• For marketing messages sent from an Instagram Professional account, generally, up to 10 opt-in requests for different titles can be sent per user over a 7 day period. A sub-limit of up to 5 opt-in requests may be sent to a user in a day. However, you should consider whether users are likely to find each opt-in request relevant and valuable before sending.

These requirements and limitations are subject to change as we are always striving for the best user and business experience. More information:

https://developers.facebook.com/docs/messenger-platform/marketing-messages

Error: “1893016 Calls to this API have exceeded the rate limit”

The reason for this is, facebook has a rate limit that You can only send one opt-in request per week with the same, specific title to a person. This includes the default value of "Updates and promotions".

So if you are testing the recurring notification request, you might receive the message when it’s first time trigger, but it might not trigger in the following test.

Also,

• Do not send duplicate opt in requests to a person. A duplicate opt in request is defined as having the same title for notifications from a Facebook Page or the same title and image_url for notifications from an Instagram Professional account

• You can only send in opt in requests during the standard messaging window

• If a person opts in to marketing messages, this action does not open a standard messaging window

• You can only see if a person has opted in to receiving marketing messages but not the statuses for pending opt in requests

• If a person has chosen to stop receiving marketing messages, your notifications will no longer be delivered to that person and you will receive an error

• A person can block, mute, or report your messaging

• For marketing messages sent from an Instagram Professional account, generally, up to 10 opt-in requests for different titles can be sent per user over a 7 day period. A sub-limit of up to 5 opt-in requests may be sent to a user in a day. However, you should consider whether users are likely to find each opt-in request relevant and valuable before sending.

These requirements and limitations are subject to change as we are always striving for the best user and business experience. More details here:
https://developers.facebook.com/docs/messenger-platform/marketing-messages

WhatsApp Channel Common Errors

Error: “Media upload Error”

You might see the error message below:

The reason is:

This might be the url you are using in the message or template message isn’t publicly available to access.

Also, this can be the file format you are using are not supported by WhatsApp.

Solution:

We were unable to upload the media for one or more reasons, such as an unsupported media type. Refer to the error.error_data.details value for more information about why we were unable to upload the media.

You can check the URL you are using, and make sure the file url starts with https, and ends with the file format at the end of URL, and also this media file should be always publicly accessible.

Blocked by Integrity. Integrity requirements not met

If you see this error message, this message can be triggered if you are trying to use “WhatsApp Flow” feature, you will need to check if your meta business manager is verified or not.

For certain feature like WhatsApp Flow, meta requires verified business manager to get access.

Error: “Sending payload: 2018062 (#100)”

The request included one or more unsupported or misspelled parameters.

You might see error message like this:

Error sending payload: 2018047 (#100) อัพโหลดไฟล์แนบไม่สำเร็จ

Error sending payload: 2018062 (#100) O URL fornecido não está na lista de liberação de extensões do Messenger

It’s possible that you are using a few user custom field variables, but some of the variables don’t have the value populated.

You can add a conditional check about all the variables you are about to use, and notify the admin if there are any errors.

You can also go to the error logs, and locate the user, and check the value of the variable used in the message, and confirm if all of them have the correct value.

Learn more information here:
https://developers.facebook.com/docs/whatsapp/cloud-api/support/error-codes

Error: “Message failed to send because there are restrictions on how many messages can be sent from this phone number”

You might see the error message like this:

This may be because too many previous messages were blocked or flagged as spam

It’s because you have sent many messages to other users, but many messages were blocked or flagged as spam.

So meta has placed some limitations on your number. You need to maintain a healthy account quality, otherwise, your account or WABA number might get blocked.

Error: “The message could not be sent. You do not have enough funds on your conversation prepaid balance to engage in any paid conversation”

You might see the error message like this:

The message could not be sent. You do not have enough funds on your conversation prepaid balance to engage in any paid conversation. Please proceed to http://hub.360dialog.com -> 'Insights & Billing' in order to top up your balance and optionally enable auto-renewal, which will prevent you from running out of funds in the future.

The reason is that you don’t have enough funds to your 360dialog account, you will need to purchase more credit from 360dialog. please go to your 360dialog account, insights & billings and add more credits.

Error: “(#200) Permissions error”

If you see this error, the reason is: Permission is either not granted or has been removed.

When you connect your WhatsApp account, you need to select all the permission required. Here is a video to explain in details:

https://www.youtube.com/watch?v=m9ZQa9cE_Wc

Error: “Required parameter is missing - Error code 131008”

You might see the error code:

(#131008) Required parameter is missing Parameter of type text is missing text value

Reason:

The request is missing a required parameter.

Solution:

It’s possible that you are using a few user custom field variables, but some of the variables don’t have the value populated.

You can add a conditional check about all the variables you are about to use, and notify the admin if there are any errors.

You can also go to the error logs, and locate the user, and check the value of the variable used in the message, and confirm if all of them have the correct value.

Learn more information here:
https://developers.facebook.com/docs/whatsapp/cloud-api/support/error-codes

Error: “WhatsApp Message Template not found”

This means that you have used a WhatsApp template message, but we can’t find this template message from your WhatsApp account.

This might be the user changing the message template or deleted it from the WhatsApp business manager and the changes have not been synced back into the UChat Chatbot

Error: “Business account has been locked”

It looks like your whatsapp business account has been locked by meta. you need to contact meta to get support.

Also, you can go to your WhatsApp manager in the meta business manager for any notifications related to this error.

Error: “Failed to send message because this user's phone number is part of an experiment”

You might see the error message like this:

Message was not sent as part of an experiment. See Marketing Message Experiment.

Learn more here:
https://developers.facebook.com/docs/whatsapp/cloud-api/support/error-codes

Error: “Message failed to send because more than 24 hours have passed since the customer last replied to this number”

You might see the error message like this:

[{"code":131047,"title":"Re-engagement message","message":"Re-engagement message","error_data":{"details":"Message failed to send because more than 24 hours have passed since the customer last replied to this number."},"href":"https:\/\/developers.facebook.com\/docs\/whatsapp\/cloud-api\/support\/error-codes\/"}]

[{"code":470,"href":"https:\/\/developers.facebook.com\/docs\/whatsapp\/api\/errors\/","title":"Message failed to send because more than 24 hours have passed since the customer last replied to this number"}]

This is because it has been more than 24 hours since you last received a user initiated message - the session is closed and you can no longer use free-form messages. Please find a way to restrict message sending if there was no incoming message for the given user/phone number within 24h. Alternatively, you can contact the user using a Template Message.

Error: “Business Account and Consumer Account pair rate limit hit”

You might see the error like this:

(#131056) (Business Account, Consumer Account) pair rate limit hit

The reason for this error:

Too many messages sent from the sender phone number to the same recipient phone number in a short period of time.

Solution:

Wait and retry the operation, if you intend to send messages to the same phone number. You can still send messages to a different phone number without waiting

Learn more information here:

https://developers.facebook.com/docs/whatsapp/cloud-api/support/error-codes/

Error: “Error validating access token”

You might see the error message like this:

Error validating access token: The session has been invalidated because the user changed their password or Facebook has changed the session for security reasons.

Users who connected to WhatsApp have changed their password on their Facebook account. As a security measure Meta logs out all third-party platforms so reconnect once to establish the connection again will resolve the issue

The solution is to reconnect the channel. Because the user might have changed their password, so the previous token is not valid anymore.

Error: “Spam Rate limit hit”

You might see the error like this:

Reason:

Message failed to send because there are restrictions on how many messages can be sent from this phone number. This may be because too many previous messages were blocked or flagged as spam.

Solution:

Check your quality status in the WhatsApp Manager and see the Quality-Based Rate Limits documentation for more information.

Error: “Receiver is incapable of receiving this message”

You will usually see the error message like this:

[{"code":131026,"title":"Receiver is incapable of receiving this message","message":"Receiver is incapable of receiving this message","error_data":{"details":"Message Undeliverable."}}]

Possible reasons:

Unable to deliver a message. Reasons can include:

Solution:

Confirm with the recipient that they agree to be contacted by you over WhatsApp and are using the latest version of WhatsApp.

Learn more information:

https://developers.facebook.com/docs/whatsapp/cloud-api/support/error-codes

Error: “#200 permission error - WhatsApp Cloud API”

This error is because the user doesn't give enough permission. Reference video below to solve the issue:

https://www.youtube.com/watch?v=m9ZQa9cE_Wc

Error: “Message not sent because outside 24 hours”

This limit applies to meta channels(Messenger, Instagram, WhatsApp). If the user hasn't engaged with your bot for the past 24 hours.

You can’t reach them directly. For WhatsApp, you will need to send a template message, for Messenger, you will need to send recurring notification or one time notification.

There aren't any good options to reach the Instagram user if they are outside of a 24 hour window.

More information here:
https://developers.facebook.com/docs/messenger-platform/policy/policy-overview/

Error: “Message Undeliverable”

The error code 131026, Message undeliverable

Possible reasons:

Unable to deliver a message. Reasons can include:

Solution:

Confirm with the recipient that they agree to be contacted by you over WhatsApp and are using the latest version of WhatsApp.

Learn more information:

https://developers.facebook.com/docs/whatsapp/cloud-api/support/error-codes

Error: “Message undeliverable - Code 131026”

Unable to deliver a message. Reasons can include:

Confirm with the recipient that they agree to be contacted by you over WhatsApp and are using the latest version of WhatsApp.

Error: “Business eligibility payment issue”

The full error can be something looks like this:

[{"code":131042,"title":"Message failed to send because there were one or more errors related to your payment method.","href":"https:\/\/developers.facebook.com\/docs\/whatsapp\/cloud-api\/support\/error-codes\/"}]

This error usually happens in Cloud API, WhatsApp channel.

You will need to go to your Facebook business manager, and then WhatsApp manager, and then check if you have any payment issues with your billing. Because meta charge for the WhatApp template message, so you will need to set up the valid credit card in the billing section in your WhatsApp manager.

Error: “Invalid Parameter #100”

You might see the error message like this:

(#100) Unexpected key "index" on param "template['components'][0]['parameters'][0]".

Reason:

The request included one or more unsupported or misspelled parameters.

Solution:

See the endpoint's reference to determine which parameters are supported and how they are spelled.

Ensure when setting the business public key, it is a valid 2048-bit RSA public key in PEM format.

Ensure there is no mismatch between the phone number id you are registering and a previously stored phone number id.

Error: “(#132001) Template name does not exist in the translation”

This error means the template don’t exist The template does not exist in the specified language or the template has not been approved.

Make sure your template has been approved and the template name and language locale are correct. Please ensure you follow message template guidelines.

Error: “(#131053) Downloading media from weblink failed with https code 401, Unauthorized”

This error arises when a 3rd party storage (Cloudinary, S3 etc) is integrated and a file is shared using a flow without the required permissions resulting in files of certain formats not being delivered to users.

To resolve this, either disconnect your storage integration or enable the settings that allow us to share the files.

Below is an example from cloudinary;

Instagram Channel Common Errors

Error: “Message not sent because outside 24 hours”

This limit applies to meta channels(Messenger, Instagram, WhatsApp). If the user hasn't engaged with your bot for the past 24 hours.

You can’t reach them directly. For WhatsApp, you will need to send a template message, for Messenger, you will need to send recurring notifications or one-time notification.

There aren't any good options to reach the Instagram user if they are outside of a 24-hour window. A work around is to gather the email of the user and reach them out via email.

More information here:
https://developers.facebook.com/docs/messenger-platform/policy/policy-overview/

Webchat/Omnichannel Errors

Error: The web chat widget isn’t showing up

The reason might be one of the two reasons below:

You can find the “Whitelist Domain” setting as per screenshot below

To verify the script you need to install on your website, you can inspect the webpage source code, and make sure the script is on the page.

Error: “Message not sent because outside 30 days”

Web chat channels will use cookies to identify the user. These cookies have an expiration date of 30 days. After 30 days, if the user hasn't visited your website and refreshed the cookies, the cookie(user) will expire.

Any message you are trying to web chat will not be able to be delivered to the user. And you will see this error in your error logs.

If you have requested the user to use SSO to login in the web chat, and connect the same web chat user with other social channels, you might still reach out to the user who is out of the 30 days window.

SMS Channel Common Errors

Error: “Message not sent because outside telemarketing hours”

In the SMS channel, there is a settings of Telemarketing hours, you can find this settings in SMS channel settings as per screenshot below

You need to select the working hours. please note the selection of timezone. If the sent SMS message isn’t within the telemarketing hours, then your message will not get delivered.

Once you set up the telemarketing hours, all the sent messages in the SMS channel(flow, sequence, broadcast) will be blocked if they are sent out of the telemarketing hours.

However, if you are using Action -> Notification -> SMS Notification or Action -> Advanced Action -> Send SMS Message, these two actions are not affected by the telemarketing hours.

Error: “Unable to create record: Attempt to send to unsubscribed recipient”

The person you are trying to message has opted out of receiving messages from your Twilio phone number, Channels sender, or Messaging Service.

You have attempted to message a 'To' number that has replied with "STOP" to one of your previous messages. You will not be able to send to the phone number specified in the 'To' parameter until the subscriber identified by the phone number has responded with "START".

Possible Reason:

The end user handset has responded with "STOP" or another opt-out keyword

Possible Solutions:

Errors: “User is not Opt-In SMS”

This error usually occurs when you try to send bot users an SMS but the user is not opted in. You can manually opt the user in or use the action “SMS Opt-in” inside the action node block.

You can go to “Bot Users”, select the contact, and then select “Set SMS Opt-in” action.

Voice Channel Common Errors

Error: “Application Error”

If you are calling your voice channel in UChat, and somehow you hear “application error”, this can be a few reasons:

Error: “Unable to create record. Account not allowed to call xxxx”

So by default, Twilio has some Geo-location restrictions if you want to call or send SMS internationally.

https://www.twilio.com/docs/verify/preventing-toll-fraud/verify-geo-permissions

so you will need to enable Geo permission for your Twilio number:

https://www.twilio.com/docs/sip-trunking/voice-dialing-geographic-permissions

These are easily accessible from your twilio dashboard.

Telegram Channel Common Errors

Error: “Forbidden: user is deactivated”

You're trying to perform an action on a user account that has been deactivated or deleted by Telegram.