# WhatsApp troubleshooting — errors and what to do

> Fix common Pathshala WhatsApp problems — number not connecting, replies not arriving, template rejected, messages not delivered, 24-hour window.

Source: https://pathshala.mjxtechnologies.com/docs/whatsapp/troubleshooting/

This page lists the real messages Pathshala shows, what they mean and what to do. Most answers start on **Apps › WhatsApp › WhatsApp** (WhatsApp Settings).

## Nothing is being sent

| You see | Meaning | What to do |
|---|---|---|
| *"WhatsApp turns on after KYC. Complete your KYC — PAN and bank verification — on 'Getting paid & KYC'…"* | MJX collects payments for you and your KYC is not done | Finish **Getting paid & KYC**. WhatsApp switches on by itself once verified. Login codes are still sent. |
| *"WhatsApp messages from this account are stopped: the WhatsApp bill of ₹… has been unpaid for more than 15 days…"* | Your WhatsApp bill is overdue | Pay it on **Sidebar › Settings › Billing › Subscription & billing › WhatsApp usage**. Sending restarts at once. See [WhatsApp bill](whatsapp/whatsapp-bill). |
| *"This account sends on its own WhatsApp Business number. Nothing can be sent until you connect one."* | Your account may not use the shared MJX number | [Connect your own number](whatsapp/connect-your-own-number) |
| *"WhatsApp messages are not part of the Forever Free plan."* | Forever Free MJX Learn — only login codes go on WhatsApp | Upgrade to Basic |
| *"This number has opted out of WhatsApp messages."* | The person replied STOP | Phone them. Only they can restart, by sending START. |
| **This connection is broken** — *"The saved access token can no longer be read on this server…"* | Your own number's stored token cannot be used | Connect the number again with **Replace credentials** |

## Connecting your own number

| You see | What to do |
|---|---|
| *"Your own WhatsApp number comes with the Pro plan…"* or **🔒 Your own number comes with Pro** | Upgrade to Pro |
| *"Phone number ID should be the numeric ID from Meta, not the phone number itself."* | Copy the **Phone number ID** from WhatsApp Manager › API Setup |
| *"This token can read the account but Meta refuses to let it SEND from this number (error #200)…"* | In Meta Business Settings › Accounts › WhatsApp Accounts, add the system user that owns the token with full control, then **generate a new token** and paste that one |
| *"That WhatsApp number is already connected to another institution on Pathshala."* | One number, one account. Contact MJX support. |
| *"WhatsApp (Meta) did not respond in time. Please try again."* | Try again in a minute |
| Facebook shows *"Sorry, something went wrong"*, and the connect page says **This is still in Meta's review queue** | Pathshala's Facebook app is still in Meta's App Review. Use the manual form. |
| *"That WhatsApp Business Account has no phone number on it yet…"* | Finish adding your number in the Facebook window, then press Connect again |
| *"That sign-in covers more than one WhatsApp Business Account, and Facebook did not tell us which you chose…"* | Try again choosing one account, or use the manual form |
| **That connect link had expired** / **This link has already been used** | Connect links last ten minutes and work once. Press **Connect your own number** again. |
| **That sign-in did not finish** | You closed Facebook early. Nothing changed — start again. |
| *"Encrypted credential storage is not configured on this server. Please contact MJX support."* | Contact MJX support |

## Replies, delivery reports and STOP are not arriving

| The **Receiving replies** card shows | What to do |
|---|---|
| **Not receiving** — *"Your number is sending, but nothing is coming back"* | Connected through Facebook: press **Ask Meta again**. Connected by hand: re-check the **Callback URL** and **Verify token** in Meta and that **messages** is ticked under subscribed fields. |
| **Incoming messages may not be switched on** / **Incoming messages are not switched on** | Press [[Switch incoming messages on]] — safe to press more than once |
| **Not set up** — *"Your number can send, but not hear"* | Paste the **Callback URL** and **Verify token** into Meta (WhatsApp Manager › your app › Configuration › Webhook › Edit) and tick **messages** |
| **Verified** — *"Verified, but nothing has arrived yet"* | Normal until someone replies. If people say they have, tick **messages** in Meta. |
| **Reconnect your number first** | Use **Replace credentials** and paste the same details again to get a verify token |

> [!WARNING]
> While replies are not arriving, STOP requests are not recorded either. Fix this the same day.

## Templates

| You see | Meaning | What to do |
|---|---|---|
| **Rejected** — *"Meta rejected this: …"* | Meta said no, for the reason shown | Write a new template with clearer wording; check the category |
| **MJX sent this back** | Shared number: MJX did not pass it to Meta | Edit the wording and send it for review again |
| **Paused by Meta** / **Disabled** (on Ready to send: **Stopped by Meta**) | People blocked or reported messages from this template | Stop using it; write a better-targeted one; check your quality rating |
| **Not on your current number** | It was approved on a different number | Submit it again, or reconnect that number and press **Check this number** |
| **Drafts only for now** — *"No WhatsApp Business account is connected…"* | No number to submit to | Connect a number first |
| *"A … template cannot be edited."* | Submitted templates are locked | Create a new one |
| *"Variables must be numbered in order starting at {{1}}…"* | Variables skip a number | Use {{1}}, {{2}}, {{3}} in order |
| *"Attach a sample image — Meta will not approve…"* (or video, document) | Media header has no sample | Attach the sample file in the form |
| Banner: decisions **were never emailed to you** | Pathshala has no email address for you, or the email bounced | Add an email in **Settings**. The status on the page is still correct. |
| **Ready to send** shows **Turned down**, **Failed to send** or **Not created** | A standard template is missing on your own number | Press [[Get my number ready]] |

## Inbox and replies

| You see | What to do |
|---|---|
| *"More than 24 hours have passed since this parent last messaged you, so WhatsApp does not allow a free-text reply. Send an approved template instead."* | Send a template from **Send an approved template** |
| *"This parent has not messaged you yet, so WhatsApp only allows an approved template."* | Send a template |
| **Earlier enquiry** — *"This enquiry came in on the shared Pathshala number before you had your own…"* | Send a template; it starts a fresh chat from your current number |
| *"This inbox opens once your institute is connected to its own WhatsApp Business number."* | Connect your number |
| *"That file is too large for WhatsApp."* | Photo up to 5 MB, video up to 16 MB, document up to 100 MB |
| *"Those coordinates are not a place on Earth…"* | Check the latitude and longitude |

## Messages sent but not delivered

| Code in the broadcast report | Meaning | What to do |
|---|---|---|
| 131026 | The number cannot receive WhatsApp messages | Correct the number, or reach them another way |
| 131047 | The 24-hour window had closed | Re-send as a template |
| 131049, 130472 | Meta held it back to protect the recipient | Try later; send fewer marketing messages |

If many messages fail at once, check your **Quality rating** on the **Your WhatsApp number** card and read [Best practices](whatsapp/best-practices).

## Broadcasts and booking

| You see | What to do |
|---|---|
| *"Sending to numbers you choose works only from your own WhatsApp number…"* | Send to parents or enquiries, or connect your own number |
| **No approved template yet** | Create and get a template approved first |
| *"These need your own WhatsApp number…"* (Automatic replies & booking) | Demo booking and admission in the chat need your own number |
| *"Add a meeting link before switching online demos on."* | Fill in **Meeting link (for online demos)** |
| *"You have no payment gateway and no UPI ID saved, so no link can be sent."* | Add one under **Apps › Fees › Payment methods** |

## Still stuck?

WhatsApp or call MJX on 7996837555, or email info@mjxtechnologies.com. Tell us the page and the exact sentence you see — on the Facebook connect page, open **What Facebook reported** and send us that text too.

## Questions people ask

### Why are no WhatsApp messages going out at all?

Check three things on WhatsApp Settings and Billing — KYC on Getting paid & KYC, a WhatsApp bill unpaid for more than 15 days, and whether your account must connect its own number first. Each one shows its own sentence on screen.

### Parents say they replied, but I see nothing.

Your own number is sending but not receiving. Open WhatsApp Settings and look at the Receiving replies card — press Switch incoming messages on, or Ask Meta again.

### My template was rejected. What now?

Read Meta's reason on the Templates page, then create a new template with clearer wording. A submitted template cannot be edited.

### What does error 131047 mean?

The 24-hour window had closed. Send an approved template instead of free text.