Troubleshooting

When a tool sends an event but no WhatsApp message goes out, the Activity tab on that tool's page tells you exactly why. This page shows where to look and what each result means.

Find out what happened

Open the tool's page
In the left sidebar, click Integrations. Under Connected, click the tool, for example WooCommerce.
Open the Activity tab
Click Activity. Every event the tool sent is listed, newest first, with the result on the left. Click Not sent to see only the events that did not send a message. Click the refresh button on the right to load new events.
Not sent shows only the events that need a look
Open the event
Click an event. Event details shows the result, the event, the number it went to, the template and the time. Below, What WooCommerce sent (with the tool's name) shows the exact data the tool sent. Click Copy to copy it.
The data the tool sent: here the billing phone is empty
This is the quickest way to see where the customer's phone number really is, and which fields you can use.

What each result means

What you see	What it means	What to do
Sent, Message sent	The WhatsApp message went out.	Nothing. If the customer says they did not get it, check the chat in Messages.
Waiting, Abandoned cart: sent in 1 hour unless the order is paid first	Shopify only. The cart reminder waits an hour before it goes out.	Nothing. See Shopify.
Skipped, No message is set for the ... event	The tool sent an event you did not pick a template for.	Open the event on the Setup tab and pick a template, or stop the tool from sending that event.
Skipped, Failed or cancelled payment. The message is only sent for successful ones	PayU, Cashfree, Xendit, Aspire and Zoho Billing send one "thank you" message, so failed, cancelled or expired payments are skipped.	Nothing. This is on purpose.
Skipped, The customer placed the order within the hour, so no abandoned-cart message was needed	Shopify only. The shopper paid, so the cart reminder was dropped.	Nothing.
Skipped, Already handled, the same event came in twice	The tool sent the same event again, often a retry. We sent the message only once.	Nothing. This is normal.
Skipped, The integration was paused	Active is switched off.	Switch Active on, on the right of the Setup tab.
Not sent, Setup was not finished, so there was no message to send	Nothing was saved yet, or the template or Send it to is missing, or we could not tell which event it was.	Finish the setup and click Connect (or Save changes). For Freshdesk, check the `"event"` line in your rule.
Not sent, No phone number in the field you picked	The field in Send it to was empty in this event.	Open the event, find where the phone number is, and pick that field in Send it to. Or make the phone number required in the other tool.
Rejected, The webhook secret did not match	The secret saved in our app and the one in the other tool are different.	Copy the secret again into both places, with no space at the end.
Rejected, The data sent was not valid JSON	The tool sent something we cannot read.	Set the tool to send JSON. Salesforce Outbound Messages and HubSpot's app webhooks cause this; use a Flow or a workflow instead.
Failed, Connect a WhatsApp number first	Your WhatsApp number is not connected.	See Connect WhatsApp (WABA).
Failed, Not enough money in your wallet. Add money to send the next ones	Your wallet could not pay for the message.	Recharge your wallet. See Wallet and billing details. Events that already failed are not sent again.
Failed, Could not reach WhatsApp. It will work on the next event	A short connection problem.	Nothing to change. The next event sends normally.
Failed, WhatsApp did not accept the message. Check the template is approved and the phone number is right	WhatsApp refused the message.	Check that the template is still approved and not paused, and that the number has the country code.
Received, Event received	A test ping from the tool, for example when you save a WooCommerce webhook.	Nothing.

Which tools check the secret

The tools below sign their events, so we can tell a real event from a fake one. Save the secret in our app and in the tool, and anything without the right signature is rejected.

Tool	The secret in our app
Razorpay	Webhook Secret
Stripe	Webhook Signing Secret
Shopify	Webhook Secret Key
WooCommerce	Webhook Secret
Calendly	Webhook Signing Key
Xendit	Webhook Verification Token

For these tools, an event that arrives before you save the secret still sends, but its Event details say This event was not verified. Add the secret to lock it down. The other tools do not sign their events, so keep their URL private.

Nothing shows up in Activity

Check the URL. Copy it again from the tool's page and paste it without changes. It ends with the tool's name, for example /razorpay.
Check the tool's own log. Most tools show whether their webhook call worked and what answer they got.
Your site must be public. A shop running on your own computer or a private network cannot reach us.
Nothing in between may block it. A firewall or proxy in front of your site must let the request out with its headers.

A shopper who paid still got a cart reminder

The reminder is dropped only when Shopify tells us the order was paid. Add the Order payment webhook in Shopify with the same URL. See Shopify.

A customer got the same message twice

We skip exact repeats of the same event. If a customer still gets two messages, the tool is probably sending two different events, for example:

two webhooks in the tool pointing to the same URL (such as two WooCommerce webhooks with the same topic),
the same event sent through two integrations (for example Zapier and a generic webhook),
Order Updated firing for each small change to an order.

Generic webhooks

A generic webhook has its own Activity tab with Ran, Skipped, Failed and Sample. See Generic Webhook.

Still stuck?

In the left sidebar, click Support and raise a ticket. Tell us the tool, the time of the event, and paste what you copied from Event details. See Support tickets.

Integrations overview