Messages not arriving in Vatli or not delivered

Customers’ messages don’t appear in the inbox

Work through these in order:

1. Is the number connected? Go to Settings → WhatsApp and check the status. Click Verify registration. See Verify your connection.
2. Is the webhook set up? For a manual connection, the Callback URL and Verify token in your Meta app must match the ones shown in Vatli, and the messages field must be subscribed. See Manual connection.
3. Is the access token valid? An expired token stops everything. Re-enter a permanent System User token (error 190).
4. Are you testing from the business number itself? WhatsApp doesn’t deliver a number’s messages to itself. Test from a different phone.
5. Using the WhatsApp Business app on the same number? Check that coexistence finished setting up.

Your messages aren’t delivered

1. Open the message in the inbox — a failed message shows Meta’s reason. See Message failed.
2. More than 24 hours since the customer wrote? Send a template (error 131047). See The 24-hour window.
3. Number not on WhatsApp or wrong format? (error 131026) Check the country code. See Phone number format.
4. Opted out? Vatli refuses sends to contacts who sent STOP. See Opt-outs.
5. Template problem? See Template send errors.
6. No payment method in Meta? Template messages fail without one. See Meta payment method.

Still stuck?

Contact support on WhatsApp with the page name, a screenshot and the exact error. Never share your OTP, password or API secret.