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Troubleshooting: Common error codes

Red exclamation mark? Error code? Issues with the payment method? You've come to the right place.

If you encounter an error code that is not listed, please contact our support team!

Template name does not exist in the translation / Die Vorlage existiert nicht in der Übersetzung

  • When does the error occur?

    • If you have recently created a WhatsApp template and use it directly.

  • Why does the error occur?

    • Although the WhatsApp template has already been approved, it takes some time in the background before the WhatsApp template can be used.

  • How can the error be fixed?

    • With a little patience, the error will resolve itself. Please wait 10-15 minutes and try sending the WhatsApp template again. If it still doesn't work, please contact our support team.
      ​

This message is not supported / Diese Nachricht wird nicht unterstützt

  • When does the error occur?

    • When a contact sends a quick reaction to your message (e.g. 👍🏻)

  • Why does the error occur?

    • The WhatsApp API does not support certain functions that are available in the privately used WhatsApp App.

  • How can the error be fixed?

    • Unfortunately, it can't be fixed currently. But: In almost all cases, the quick reaction is a 👍🏻 and it is clear from the context which quick reaction was selected.
      ​

 

Missing variables in the template document / Fehlende Variable in der Vorlage

  • When does the error occur?

    • If a variable is used that is not filled with a contact attribute.

  • Why does the error occur?

    • If the contact attribute (e.g. surname) is not filled in, the system cannot enter it.

  • How can the error be fixed?

    • Make sure that you only send templates with variables that are stored as contact attributes.
      ​

GraphQL server responded with error %s: %s %s

  • When does the error occur?

    • During the setup of WhatsApp, if there is a problem with the Meta business account.

  • Why does the error occur?

    • In certain cases, restrictions in your Meta business account prevent the WhatsApp Business API from being set up successfully.

  • How can the error be fixed?

    • Navigate to the account quality of your Meta business account. In most cases, you will now need to verify your identity. To do this, click on Request verification.

    • Alternatively, there are also cases in which the problem resolves itself. If nothing can be found in the account quality, start the process again from the beginning.
      ​

System new_wa_id / user_changed_number

  • When does the error occur?

    • When a contact changes the number and sends an automatic message to all contacts.

  • Why does the error occur?

    • The message that a contact has changed their number cannot be displayed correctly via the WhatsApp API.

  • How can the error be fixed?

    • Unfortunately not at all, in most cases you can ignore this message, as it is also triggered by contacts who have saved your number, but they are not saved in your contacts.
      ​

Budget limit reached / Budgetlimit erreicht

  • When does the error occur?

    • When the budget has been reached in Superchat.

  • Why does the error occur?

    • In Superchat you can specify a maximum budget that can be spent on WhatsApp templates each month. This serves as a precautionary mechanism.

  • How can the error be fixed?

    • Manually increase the amount of your budget. To do this, navigate to your profile picture at the top right to Plan & Billing, then to Budget in the column on the left and then increase the monthly budget using the pencil:

Too many recipients / Zu viele Empfänger

  • When does the error occur?

    • When the limit of contacts that can be contacted via campaigns per month has been reached.

  • Why does the error occur?

    • Normally, you can contact 100 contacts per month via the campaign feature. If this is not enough for you, a campaign add-on is required.

  • How can the error be fixed?

    • Book the campaign add-on directly in Superchat. To do this, navigate to Plan & Billing via your profile picture at the top right, scroll down to WhatsApp Newsletter and click on Upgrade:

Number limit reached / Nummernlimit erreicht

  • When does the error occur?

    • If you want to add another number to Superchat, but the current limit has been reached.

  • Why does the error occur?

    • Depending on which plan you have booked, there is a limit to the number of numbers you can connect.

  • How can the error be fixed?

    • Increase the number limit in Superchat (for a fee). To do this, navigate to Plan & Billing in the top right-hand corner of your profile picture and either click on Upgrade to upgrade your plan, e.g. from Professional to Advanced, or add individual numbers:

 

 

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