SMS and messenger errors

This page lists the errors an SMS or messenger send can show on the Errors tab of Message stats, and what to do about each one. Errors that every platform can show, such as Phone Number Not Found or Skip Push, are on How to read the Errors tab.

How SMS and messenger errors appear on the Errors tab

The Errors tab groups failed sends by platform. Each row shows an error name with its code in brackets, for example Invalid To Phone Number (1001). Most errors come from your SMS provider or the messenger, and Pushwoosh counts them in the Provider error category, whatever their cause. See Error categories for what each category means.

The same number can stand for different errors, because Pushwoosh checks a message at several steps. For example, Skip Push (1011) and Send Quota Exceeded (1011) are different errors. Look up an error by its name and code together.

Only errors returned at the moment Pushwoosh sends the message appear on the Errors tab. If the provider or messenger accepted the message and it failed later, for example at the mobile operator, the send counts as accepted and isn’t listed as an error. Some temporary failures, such as most network errors, are retried and aren’t listed either. On WhatsApp, a network error isn’t retried and shows as Internal Service Error (10006).

Subscribers skipped because they didn’t give marketing consent aren’t errors either. They are excluded from the audience before sending.

نصيحة

When an error asks you to contact Support, include the message date and the Message code. To get the code, click Message code at the top of the message’s stats page. See Copy the message code.

SMS errors

These errors come from your SMS provider or from the SMS settings of your project. Which errors you see depends on the provider. For example, Twilio reports an opt-out, an invalid number, and a sender not allowed for the country as Bad Request (1006), not as the more specific errors below.

Phone number issues

These errors are caused by the recipient’s phone number, not by your provider setup.

Error	What it means	What to do
Invalid To Phone Number (1001)	The phone number can’t be read or has no country code. Pushwoosh unsubscribes the number from SMS.	Store phone numbers in international format with the country code, for example +14155550100, and register the number again.
Unsubscribed Recipient (1002)	The person unsubscribed from your messages with their mobile operator, or the number is on your provider’s block list. After an operator opt-out, Pushwoosh unsubscribes the number from SMS and records the opt-out.	Don’t send marketing messages to this number. See Opt-outs Pushwoosh records automatically. If the person didn’t opt out, check the block list in your provider’s dashboard.

Provider account and setup

These errors mean your SMS provider rejected the request because of the account, the credentials, the sender, or the message.

Error	What it means	What to do
Bad Request (1006)	The provider rejected the request. On Twilio, this also covers a person who opted out with their mobile operator, an invalid or non-mobile number, and a sender that isn’t allowed for the recipient’s country.	Check the recipient’s number and the sender for that country in your provider’s dashboard. If the person opted out, stop sending to them.
No Permission For Region (1003)	The recipient’s country isn’t allowed for this project or provider, or the provider credentials or sender aren’t set up in SMS configuration.	Check the provider credentials and sender number in SMS configuration. If they’re correct, contact Pushwoosh Support to check which countries the project can send SMS to.
Invalid To From Combination (1012)	Your sender ID isn’t allowed to send to the recipient’s country, or no sender ID is set in SMS configuration.	Check in your provider’s dashboard which sender to use for that country.
Permission Denied (1015)	The provider didn’t accept your credentials.	Check the credentials in SMS configuration against your provider’s dashboard.
Forbidden (1007)	The provider refused the request or the connection, for example because of wrong credentials, or the SMS connection isn’t set up.	Check the credentials in SMS configuration against your provider’s dashboard.
Account Is Inactive (1014)	Your account with the SMS provider is suspended.	Restore the account with your provider.
Not Found (1008)	The provider couldn’t find the account or sender in the request.	Check the account and sender settings in your provider’s dashboard.
Invalid MMS Attachment (1016)	The provider rejected the attached file because of its format or size.	Attach a smaller file in a format your provider supports.
Internal Service Error (10006)	On SMS, it can also mean that SMS sending isn’t enabled for your account.	Contact Pushwoosh Support.

Sending limits

This error means the send hit a limit on the number of SMS, not a problem with the message.

Error	What it means	What to do
Send Quota Exceeded (1011)	The project reached its daily SMS limit, or the provider limited the send. Pushwoosh sets the daily SMS limit when you configure SMS for the project.	Contact Pushwoosh Support about the daily SMS limit. Split large sends across several days.

Provider failures

These errors mean the provider failed to process the message or returned a response Pushwoosh couldn’t read.

Error	What it means	What to do
Unknown Error (1000), Converting Error (1004), Provider Unknown Error (1009), Provider Internal Error (1010)	The provider returned an error Pushwoosh doesn’t recognize, or failed on its side. Converting Error can also mean the provider settings in SMS configuration are incomplete.	Compare the number of these errors with earlier sends of a similar size. If they grow or repeat on every send, contact Pushwoosh Support.

Viber errors

Besides the errors every platform can show, Viber sends can show these two. Pushwoosh sends Viber messages through MStat, using the MStat credentials from your SMS configuration.

Error	What it means	What to do
No Device For Push Token (10002)	The subscriber has no phone number for Viber.	Register the subscriber’s number for Viber. See Register Viber contacts.
Internal Service Error (10006)	The MStat credentials or account ID are missing, the message content is invalid, or MStat rejected the message. The Errors tab doesn’t show which.	Check that MStat is set up with valid credentials in SMS configuration, and check the message content. If both are correct, contact Pushwoosh Support.

WhatsApp errors

Most WhatsApp errors come from Meta. Meta often accepts a message first and rejects it later, for example when the number isn’t on WhatsApp or Meta limits marketing messages to that person. Such a send counts as Accepted by gateway in the funnel, gets no delivery confirmation, and isn’t listed on the Errors tab.

Messages outside the 24-hour window

A free-form message, one sent without an approved template, reaches a person only within 24 hours of their last message to your business number. Outside that window, the send fails with one of these errors.

Error	What it means	What to do
Re Engagement Message (1030)	The person hasn’t written to your business number in the last 24 hours.	Send an approved template instead of free-form text.
Processing Error (1035)	Pushwoosh skipped a free-form message because the 24-hour window had already closed.	Send an approved template instead of free-form text.

Recipient errors

These errors are caused by the recipient or by how often you message them.

Error	What it means	What to do
Recipient Invalid Phone Number (1011)	The recipient’s number is the same as your business number.	Remove your own business number from the audience.
Accounts Pair Rate Limit Hit (1059)	You sent too many messages to the same person in a short time.	Space out messages to the same person.

Template and content errors

These errors mean Meta rejected the template or the content of the message.

Error	What it means	What to do
Template Does Not Exist (1037)	The template doesn’t exist in the selected language, or it isn’t approved yet.	Check the template and its languages in WhatsApp Manager, then pick an approved one in the preset.
Template Param Count Mismatch (1036)	The number of variable values doesn’t match the number of variables in the template.	Fill in every variable of the template in the preset.
Template Parameter Format Mismatch (1040)	A variable value has the wrong format.	Check the variable values against the template in WhatsApp Manager.
Template Hydrated Text Too Long (1038)	The text is too long after the variables are filled in.	Shorten the variable values or the template text.
Template Format Character Policy Violated (1039)	The template content violates a WhatsApp policy.	Edit the template in WhatsApp Manager and submit it for approval again.
Template Is Paused (1041)	Meta paused the template because of low quality.	Use another approved template, or improve this one in WhatsApp Manager.
Template Is Disabled (1042)	Meta paused the template too many times and disabled it permanently.	Create a new template and use it in the preset.
Request Invalid Parameter (1010), Request Missing Required Parameter (1009), Parameter Value Is Not Valid (1020), Generic User Error (1053)	A value in the message is missing or invalid.	Check the preset: template, variables, buttons, and attachment.
Unsupported Message Type (1032)	WhatsApp doesn’t support this type of message.	Change the content type in the preset.
Media Upload Error (1034)	Meta couldn’t load the attached media.	Use a file at a public https URL in a format WhatsApp supports.

Account and quality errors

These errors mean Meta restricted your WhatsApp Business Account or business number. Resolve them in WhatsApp Manager, as described in How to fix a blocked or limited sender.

Error	What it means	What to do
Temporarily Blocked For Policies Violations (1005)	Meta blocked the account for violating its policies.	Check the account status in WhatsApp Manager.
Account Has Been Locked (1017)	Meta locked the account for a policy violation, or couldn’t verify data in the request.	Check the account status in WhatsApp Manager.
Account Is Restricted From Messaging In This Country (1016)	The account can’t send messages to users in this country.	Check the account restrictions in WhatsApp Manager.
Spam Rate Limit Hit (1008)	Meta limits how many messages this number can send, because many earlier messages were blocked or reported as spam.	Review the content and audience of recent messages, then lower the volume.
Business Eligibility Payment Issue (1028)	There is a problem with the payment method of the account.	Check the payment method in WhatsApp Manager.
Provided Number Needs Display Name Approval (1027)	The display name of your business number isn’t approved yet.	Wait for approval or update the display name in WhatsApp Manager.
Business Phone Number Is Deleted (1024)	Your business number was deleted.	Connect an active number in the WhatsApp configuration.
Account In Maintenance Mode (1035)	The account is in maintenance mode. This is a different error from Processing Error (1035) in Messages outside the 24-hour window.	Try again later.

Setup and permission errors

These errors mean the connection between Pushwoosh and your WhatsApp Business Account doesn’t work. Reconnect your WhatsApp Business Account in Settings > Configure Platforms > WhatsApp, as described in WhatsApp configuration.

Error	What it means	What to do
Access Token Expired (1003)	The access token of the connection expired.	Reconnect the account.
Authentication Failed (1002), Permission Denied (1013), API Permission (1014), API Method (1015), Access Denied (1023)	Meta didn’t accept the connection or a permission is missing.	Reconnect the account and grant all requested permissions.
Incorrect Certificate (1029)	The business number isn’t registered correctly.	Check the business number in WhatsApp Manager, then reconnect the account.
Internal Service Error (10006)	The business number or access token is missing from the WhatsApp setup, or Pushwoosh couldn’t reach Meta or read its reply.	Check the WhatsApp setup and reconnect the account if needed. If the error repeats, contact Pushwoosh Support.

Rate limits

These errors mean you sent faster than Meta allows for your app or account.

Error	What it means	What to do
Rate Limit Hit (1058)	The message throughput of your number was reached.	Lower the sending rate or split the send into smaller batches.
API Too Many Calls (1056), Rate Limit Issues (1057)	The app or the account reached its request limit.	Lower the sending rate or split the send into smaller batches.

Temporary Meta errors

These errors mean Meta failed on its side or returned a response Pushwoosh doesn’t recognize.

Error	What it means	What to do
API Unknown (1018), API Service (1019), Something Went Wrong (1022), Service Unavailable (1025), Server Temporary Unavailable (1046)	A temporary error on Meta’s side.	Send the message again later. If the error repeats, contact Pushwoosh Support with the message date and Message code.
Unknown Error (1000), Cannot Process Sending (1012)	Meta returned an error Pushwoosh doesn’t recognize, or a response it couldn’t read.	If the error repeats, contact Pushwoosh Support with the message date and Message code.

Telegram errors

Telegram sends show two errors of their own.

Error	What it means	What to do
Chat Unavailable (410007)	The person blocked or removed the bot, the chat wasn’t found, or the Telegram account was deactivated. Pushwoosh unsubscribes the person from Telegram.	Nothing to fix. The person can’t receive messages from the bot.
Invalid Authentication Info (401002)	The bot token is missing or invalid. It also appears when a subscriber’s Telegram chat ID isn’t valid, and then Pushwoosh unsubscribes that subscriber, or when Pushwoosh couldn’t reach Telegram to check the token.	Check the bot token in Telegram configuration.

Facebook Messenger errors

These errors come from Meta when Pushwoosh sends a message from your Facebook Page.

Error	What it means	What to do
Outside Allowed Window (403004)	The person hasn’t written to your Page in the last 24 hours, and the message has no message tag. Pushwoosh doesn’t filter these people out of the audience, so each such send fails with this error.	Outside the 24-hour window, send with a message tag. See Use a message tag outside the 24-hour window.
Recipient Unavailable (410005)	The person can’t receive messages from your Page. Pushwoosh unsubscribes the person from Facebook Messenger.	Nothing to fix.
Invalid Authentication Info (401002)	The Page ID or Page Access Token is missing, or Meta didn’t accept the token.	Enter a valid Page ID and Page Access Token in Facebook Messenger configuration.
No Permission (403003)	Your Meta App doesn’t have the permission this send needs.	Check the Messenger permissions of your Meta App in the Meta App dashboard.
Invalid Request Parameter (400001)	The message is empty or contains an invalid value.	Check the message content.
Internal Server Error (5009999)	Meta returned an error Pushwoosh doesn’t recognize.	If the error repeats, contact Pushwoosh Support with the message date and Message code.

Kakao errors

Most Kakao errors come from the KakaoTalk messaging service. Pushwoosh shows each one under its own name, grouped below by what to check.

Error	What it means	What to do
Missing User Code (4001200), Missing Secret Key (4001201)	The KakaoTalk credentials aren’t filled in.	Enter the USER CODE and SECRET KEY in Kakao configuration.
Invalid Authentication Info (401002), Invalid Token (401005), Token Expired (401006), Missing Authorization Header (401004), No Permission (403003), Unregistered Account (4001100)	The service didn’t accept the access token or your account.	Check the USER CODE and SECRET KEY in Kakao configuration. If they’re correct, contact Pushwoosh Support.
Unauthorized IP Address (4031101)	The service doesn’t accept requests from the address Pushwoosh sends from.	Contact Pushwoosh Support.
Insufficient Balance (4001102)	Your KakaoTalk messaging account has no balance left.	Top up the balance of your KakaoTalk messaging account.
Unit Price Not Found (5001103)	The service has no unit price for this message on your account.	Contact Pushwoosh Support.
Unauthorized Sender Key (4001104), Missing Sender Key (4001301), Missing Sender Number (4001208), Invalid Sender Number Not Registered (400667), Invalid Sender Number Policy Violation (400668)	The sender profile or sender number isn’t registered or isn’t allowed.	Check the sender profile and sender number in your KakaoTalk messaging account.
Template Code Not Found (4001105), Missing Template Code (4001303)	The template code in the message is missing or doesn’t match a registered template.	Check that the message uses an approved Kakao template.
Recipient Opted Out (400090)	The person opted out of your KakaoTalk messages.	Don’t send marketing messages to this person.
Missing Recipient Number (4001202), Invalid Recipient Number Format (4001204), Recipient Number Too Long (4001203), Missing Country Code (4001210), Invalid Country Code Format (4001212)	The recipient’s phone number is missing or has the wrong format.	Store phone numbers in international format with the country code and register the number again.
Missing Message Body (4001206), Message Body Too Long (4001207), Title Too Long (4001205), Header Too Long (4001306), Invalid Request Parameter (400001), and other errors named … Too Long or Invalid …	A part of the message is missing, too long, or has an invalid value.	Fix the field the error names in the KakaoTalk preset or message.
Internal Server Error (5009999)	The service failed on its side or returned an error Pushwoosh doesn’t recognize.	If the error repeats, contact Pushwoosh Support with the message date and Message code.

LINE errors

Most LINE errors follow the HTTP status the LINE Messaging API returned.

Error	What it means	What to do
Unable To Get Channel ID (1011), Unable To Get Channel Secret (1012)	The Channel ID or Channel secret isn’t filled in.	Enter both in the LINE configuration.
Authentication Failed (1003)	LINE didn’t accept the access token for the channel, for example because the channel secret was changed.	Check the Channel ID and Channel secret against the LINE Developers Console.
Duplicate Post (1006)	LINE refused the request, either as a duplicate or because the channel isn’t allowed to use this part of the Messaging API.	Check the plan and permissions of your LINE Official Account. If they’re correct, contact Pushwoosh Support.
Profile Not Found (1005), Access Not Available (1007)	The recipient or the requested resource is no longer available on LINE.	Nothing to fix for this recipient.
Bad Request (1002)	LINE rejected the request.	Check the message content and the LINE preset.
Payload Too Large (1008)	The message is larger than LINE allows.	Make the message or its media smaller.
Unsupported Media Type (1009)	LINE doesn’t support the type of the attached file.	Attach the file in a format LINE supports.
Too Many Requests (1010)	The channel reached the LINE request rate limit or its monthly message limit.	Lower the sending rate, or check the message limit of your LINE Official Account plan.
Internal Server Error (1001), Unknown Error (1000)	LINE failed on its side or returned an error Pushwoosh doesn’t recognize.	Send the message again later. If the error repeats, contact Pushwoosh Support.