Troubleshoot - Sky Free

What is this?

Quick fixes for the problems people run into most — messages that don’t arrive, messages that fail to send, and API or webhook errors. Find your symptom below, follow the steps, and if it still doesn’t work, send us the details listed at the bottom.

What can I do here?

Find the page for your symptom
Know where in the app to look first
Collect the right details for a support ticket

How to use it

Find your symptom

What’s happening	Go to
WhatsApp messages from customers don’t arrive	WhatsApp: messages not received
A message shows Failed (red)	WhatsApp: message failed to send
Failed with invalid country code (inbox, campaign, API or webhook)	Invalid country code
A template won’t send or isn’t accepted	Template problems
WhatsApp health shows a problem, or the number isn’t working	Number and account problems
You have a Meta error code and want to know what it means	Error code reference
The API returns an error, or a webhook isn’t arriving	API and webhook problems
Instagram, Facebook, Telegram, TikTok, Threads or Web Chat aren’t working	Other channels

Where to look first

Where	What it tells you
Channels → WhatsApp → WhatsApp Health	Whether the number, account and business are healthy, and whether messages can reach you
A conversation → the red Failed mark	The Error Code and Reason for a message that didn’t send
Campaigns → a campaign’s results	Why individual recipients failed
Automation Report	Which step of a flow failed, and for which contacts
A webhook’s Activity tab	Every request received, including failures
Settings → Outbound Webhook → Last delivery	Whether your own server is accepting the platform’s requests

When you contact support

Open a ticket from Support and include:

the channel name and the WhatsApp phone number
the time it happened and how you were connected (your own Meta app, Tech Provider / Partner, or Solution Partner)
the Error Code and Reason shown on the failed message
a screenshot of WhatsApp Health and of More actions → Apps

Troubleshooting / Technical Notes

I can’t find my problem here. Check Error code reference for the code, or the channel’s own page under Channels.
It worked yesterday. Look at WhatsApp Health first — an expired access token, a missing payment method or an unsubscribed app are the usual causes.

​What is this?

​What can I do here?

​How to use it

​Find your symptom

​Where to look first

​When you contact support

​Troubleshooting / Technical Notes

​Related docs