Questions and fixes
Answers to the most common questions and problems.
My message failed with a red "!"
The reason is shown under the message. The most common ones:
- More than 24 hours since the customer's last message: send a template instead. See WhatsApp rules.
- The number isn't on WhatsApp: check the number and country code.
- Monthly message limit reached: your plan's messages for this month are used up. Ask us to upgrade.
- Meta limited marketing messages to this person: Meta caps how many marketing messages one person receives from all businesses. Try again another day.
Meta rejected my template
The reason is shown on the Templates page. Usually the wording looks like spam, a variable is at the very start or end, or the category is wrong. Click Duplicate, fix it and submit again. See Create message templates.
A customer says they didn't get the campaign
Open the campaign report and find their number. Delivered or Read means it reached their phone. Failed shows why. People who replied STOP are skipped, and so are numbers marked "Not on WhatsApp".
Customers' messages aren't arriving
Check Settings → WhatsApp connection and click Test connection. If it shows an error, contact us. Also check whether a bot or keyword reply answered them automatically: look in All in the Inbox.
Can two people reply to the same chat?
Yes. Everyone with access sees the chat update live. To avoid double replies, assign the chat to one person and use notes to talk to each other.
How do I stop someone from getting offers?
Open the contact and tick Opted out. Customers can also reply STOP themselves.
What does it cost to send messages?
Your Nezler Connect plan covers the platform. Meta charges separately for template messages, billed to your WhatsApp account. Replies within 24 hours are free. The campaign wizard estimates the cost before you send.
I forgot my password
Click Forgot password? on the login page and follow the email.
How do I get more help?
Email your account manager or write to us on WhatsApp from the green button on our website. Include a screenshot of the problem if you can.