Troubleshoot and FAQs
Use this page to quickly diagnose and resolve issues across WhatsApp, Instagram, and Facebook messaging channels. You’ll find a complete list of error codes, their meanings, and recommended actions, along with a Frequently Asked Questions section to help you navigate common problems and optimize your messaging setup.
Frequently Asked Questions
What communication channels can I connect with MonoChat?
MonoChat supports multiple communication channels including WhatsApp, Instagram, Facebook Messenger, Telegram, live chat, and SIP channels. This allows you to manage all conversations from a single unified inbox.
How quickly can I get started?
You can get started within minutes. Simply sign up, connect your preferred channels, invite your team, and create your workflow using MonoChat’s intuitive setup process. No lengthy onboarding is required.
Do I need technical knowledge to create my AI assistant?
No, you don’t need any technical knowledge. MonoChat provides a simple, user-friendly interface that lets you create and customize your AI assistant in just a few minutes—no coding required. You can easily adjust the assistant's personality, tone, and tasks through intuitive settings. Everything is designed so you can focus on what your assistant should do, while MonoChat handles the technical side for you.
Is my data secure with MonoChat?
Yes, MonoChat takes data security seriously. All data is encrypted both in transit and at rest. We follow industry-standard security practices to ensure your information is protected.
How does billing work?
Billing is simple and flexible. You can choose between monthly or yearly subscription plans, and additional packages can be added if needed. You will be invoiced according to your selected plan and usage.
What payment methods do you accept?
You can easily make payments directly through the MonoChat platform using your credit or debit cards. All payment options are accessible from the billing section in your account, making it simple to manage and update your payment methods.
Can I change or cancel my subscription?
Yes, you can upgrade, downgrade, or cancel your subscription at any time directly from your account. Changes take effect immediately or at the next billing cycle, depending on your plan.
Is there a free trial available?
Yes, MonoChat offers a free trial that lets you explore the platform before committing to a paid plan. The trial includes 1 channel, 1 user, and up to 1,000 messages.
Where can I get help if I have an issue or need assistance with setup or integrations?
MonoChat offers various support packages tailored to your needs, and our WhatsApp support channel is available for all users. Whether you need guidance during setup, help with integrations, or troubleshooting, our team is ready to assist you.
Error Codes – WhatsApp, Instagram, Facebook
Below are the most common error codes encountered for each messaging channel, along with explanations and recommended actions.
WhatsApp (Cloud API) Error Codes
These error codes are returned by the WhatsApp Business API. Use this list to identify delivery issues, configuration problems, rate limits, or permission-related errors affecting your WhatsApp messaging.
| Error Code | Details | Possible reasons and solutions |
|---|---|---|
| 368 - Temporarily blocked for policies violations | See the Policy Enforcement document to learn about policy violations and how to resolve them. restricted or disabled for violating a platform policy. | Check payload formatting and required fields. |
| 130497 - Business account is restricted from messaging users in this country. | The WhatsApp Business Account is restricted from messaging to users in certain countries. | See WhatsApp Business Messaging Policy for details on allowed countries for messaging in your business category. |
| 2388019 - Message Template Limit Exceeded | You have exceeded the maximum number of message templates you can have for this WhatsApp business account. | A WhatsApp Business Account can have up to 250 message templates. See Template limits. |
| 1 - API Unknown | Invalid request or possible server error. | Check the WhatsApp Business Platform Status page to see API status information. If there are no server outages, check the endpoint reference and verify that your request is formatted correctly and meets all endpoint requirements. |
| 2 - API Service | Temporary due to downtime or due to being overloaded. | Check the WhatsApp Business Platform Status page to see API status information before trying again. |
| 33 - Parameter value is not valid | The business phone number has been deleted. | Verify that the business phone number is correct. |
| 100 - Invalid parameter | The request included one or more unsupported or misspelled parameters. | See the endpoint’s reference to determine which parameters are supported and how they are spelled. |
| 130472 - User’s number is part of an experiment | Message was not sent as part of an experiment. | See Marketing Message Experiment. |
| 131000 - Something went wrong | Message failed to send due to an unknown error. | Try again. If the error persists, open a Direct Support ticket. |
| 131005 - Access denied | Permission is either not granted or has been removed. | Use the access token debugger to verify that your app has been granted the permissions required by the endpoint. See Authentication and authorization errors. |
| 131008 - Required parameter is missing | The request is missing a required parameter. | See the endpoint’s reference to determine which parameters are required. |
| 131009 - Parameter value is not valid | One or more parameter values are invalid. | See the endpoint’s reference to determine which values are supported for each parameter, and see Phone Numbers to learn how to add a phone number to a WhatsApp Business Account. |
| 131016 - Service unavailable | A service is temporarily unavailable. | Check the WhatsApp Business Platform Status page to see API status information before trying again. |
| 131021 - Recipient cannot be sender | Sender and recipient phone number is the same. | Send a message to a phone number different from the sender. |
| 131026 - Message Undeliverable | Unable to deliver message. Reasons can include: The recipient phone number is not a WhatsApp phone number. Recipient has not accepted our new Terms of Service and Privacy Policy. Recipient using an old WhatsApp version; must use the following WhatsApp version or greater: Android: 2.21.15.15 SMBA: 2.21.15.15 iOS: 2.21.170.4 SMBI: 2.21.170.4 KaiOS: 2.2130.10 Web: 2.2132.6 | Using a non-WhatsApp communication method, ask the WhatsApp user to: Confirm that they can actually send a message to your WhatsApp business phone number. Confirm that they have accepted our latest Terms of Service (Settings > Help, or Settings > Application information will prompt them to accept the latest terms/policies if they haven’t done so already) Update to the latest version of the WhatsApp client. |
| 131037 - WhatsApp provided number needs display name approval before message can be sent. | The 555 business phone number used to send the request does not have an approved display name. | Change the 555 business phone number’s display name. Also see our How to change your WhatsApp Business display name Help Center article. |
| 131042 - Business eligibility payment issue | There was an error related to your payment method. | See About Billing For Your WhatsApp Business Account and verify that you have set up billing correctly. Common problems: Payment account is not attached to a WhatsApp Business Account / Credit line is over the limit / Credit line (Payment Account) not set or active / WhatsApp Business Account is deleted / WhatsApp Business Account is suspended / Timezone not set / Currency not set / MessagingFor request (On Behalf Of) is pending or declined |
| 131045 - Incorrect certificate | Message failed to send due to a phone number registration error. | Register the phone number before trying again. |
| 131047 - Re-engagement message | More than 24 hours have passed since the recipient last replied to the sender number. | Send the recipient a template message instead. |
| 131049 - Meta chose not to deliver. | This message was not delivered to maintain healthy ecosystem engagement. | If you do receive this error code and suspect it is due to the limit, wait at least 24 hours before resending the template message. Doing so will only result in another error response since the limit may be in effect for differing periods of time. |
| 131050 - User has stopped receipt of marketing messages. | Unable to deliver the message. This recipient has chosen to stop receiving marketing messages on WhatsApp from your business. | Do not retry sending messages to this user as they will not be received. To be notified whenever a WhatsApp user stops or resumes delivery of marketing template messages from your business, subscribe to the user_preferences webhook. |
| 131051 - Unsupported message type | Unsupported message type. | See Messages for supported message types before trying again with a supported message type. |
| 131052 - Media download error | Unable to download the media sent by the user. | We were unable to download media included in the WhatsApp user’s message. For more information, refer to the error.error_data.details value in any messages webhooks triggered when this message was received. Ask the WhatsApp user to send you the media file using a non-WhatsApp method. |
| 131057 - Account in maintenance mode | Business Account is in maintenance mode | The WhatsApp Business Account is in maintenance mode. One reason for this could be that the account is undergoing a throughput upgrade. |
| 132000 - Template Param Count Mismatch | The number of variable parameter values included in the request did not match the number of variable parameters defined in the template. | See our Templates document to learn about parameters and make sure the request includes values for all of the parameters required by the template. |
| 132001 - Template does not exist | The template does not exist in the specified language or the template has not been approved. | Make sure your template has been approved and the template name and language locale are correct. See our Templates document to learn more about templates. |
| 132005 - Template Hydrated Text Too Long | Translated text is too long. | Check the WhatsApp Manager to verify that your template has been translated. See our Template quality document to learn how to check the status of your template. |
| 132007 - Template Format Character Policy Violated | Template content violates a WhatsApp policy. | See our Template review document to learn about possible reasons for the violation. |
| 132012 - Template Parameter Format Mismatch | Variable parameter values formatted incorrectly. | The variable parameter values included in the request are not using the format specified in the template. See our Templates document to learn more about template parameters and formats. |
| 132015 - Template is Paused | Template is paused due to low quality so it cannot be sent in a template message. | Edit the template to improve its quality and try again once it is approved. |
| 132016 - Template is Disabled | Template has been paused too many times due to low quality and is now permanently disabled. | Create a new template with different content. |
| 132068 - Flow is blocked | Flow is in blocked state. | Correct the Flow |
| 132069 - Flow is throttled | Flow is in throttled state and 10 messages using this flow were already sent in the last hour. | Correct the Flow |
| 133000 - Incomplete Deregistration | A previous deregistration attempt failed. | Deregister the number again before registering. |
| 133004 - Server Temporarily Unavailable | Server is temporarily unavailable. | Check the WhatsApp Business Platform Status page to see API status information and check the response details value before trying again. |
| 133005 - Two step verification PIN Mismatch | Two-step verification PIN incorrect. | Verify that the two-step verification PIN included in the request is correct. To reset the PIN, disable two-step verification, then set a new PIN. See Two-step verification. |
| 133006 - Phone number re-verification needed | Phone number needs to be verified before registering. | Verify and register the phone number. |
| 133010 - Phone number Not Registered | Phone number not registered on the WhatsApp Business Platform. | Register the phone number before trying again. |
| 135000 - Generic user error | Message failed to send because of an unknown error with your request parameters. | See the endpoint’s reference to determine if you are querying the endpoint using the correct syntax. Contact customer support if you continue receiving this error code in response. |
Instagram Messaging API Error Codes
These errors originate from the Messenger Platform. They help diagnose problems related to user permissions, page settings, API limitations, rate limits, and message delivery restrictions.
| Error Code | User Message | Recommended Solution |
|---|---|---|
| 2207003 | It takes too long to download the media. | A timeout occured while downloading the media. Try again. |
| 2207020 | The media you are trying to access has expired. Please try to upload again. | Generate a new container ID and use it to try again. |
| 2207001 | Instagram server error. Try again. | Instagram server error. Try again. |
| 2207032 | Create media fail, please try to re-create media | Failed to create a media container. Try again. |
| 2207053 | unknown upload error | An unknown error occured during upload. Generate a new container and use it to try again. This should only affect video uploads. |
| 2207057 | Thumbnail offset must be greater than or equal to 0 and less than video duration, i.e. {video-length} | The thumbnail offset is out of bounds. Enter a valid offset in milliseconds. |
| 2207051 | We restrict certain activity to protect our community. Tell us if you think we made a mistake. | Publishing action suspected as spam. Submit feedback if incorrect and reduce repetitive actions. |
| 2207042 | You reached maximum number of posts that is allowed to be published by Content Publishing API. | Daily publishing limit reached. Try again tomorrow. |
| 2207006 | The media with {media-id} cannot be found | Possibly missing permission or expired token. Generate a new container and try again. |
| 2207008 | The media builder with creation id = {creation-id} does not exist or has been expired. | Temporary error. Retry for 30–120s. If still failing, create a new container. |
| 2207050 | The Instagram account is restricted. | Instagram Professional account inactive or restricted. Log in to Instagram and complete required actions. |
| 2207023 | The media type {media-type} is unknown. | Invalid media type. Use a supported media type. |
| 2207028 | Your post won't work as a carousel. Carousels need at least 2 photos/videos and no more than 10 photos/videos. | Adjust items to 2–10 photos/videos. |
| 2207035 | Product tag positions should not be specified for video media. | Videos do not support X/Y coordinates. Remove coordinates. |
| 2207036 | Product tag positions are required for photo media. | Image tags require X/Y coordinates. Add them. |
| 2207037 | We couldn't add all of your product tags. The product ID may be incorrect, deleted, or permission is missing. | Refresh catalog and use only eligible product IDs. |
| 2207040 | Cannot use more than {max-tag-count} tags per created media. | Max 20 tags allowed. Reduce tag count. |
| 2207026 | The video format is not supported. Please check spec for supported {video} format. | Unsupported format. Use MP4 or MOV. |
| 2207052 | The media could not be fetched from this uri: {uri} | URI invalid or inaccessible. Ensure it's public and reachable. |
| 2207027 | The media is not ready for publishing, please wait for a moment | Publish only when container status is FINISHED. |
| 2207004 | The image is too large to download. It should be less than {size}. | Max 8MiB allowed. Upload a smaller image. |
| 2207005 | The image format {current-image-format} is not supported. Supported formats are: {format}. | Unsupported image format or expired token. Recreate container. |
| 2207009 | The submitted image with aspect ratio {submitted-ratio} cannot be published. Please submit an image with a valid aspect ratio. | Must be between 4:5 and 1.91:1. Upload with valid ratio. |
| 2207010 | The submitted image's caption was {submitted-caption-length} characters long. The maximum is {maximum-caption-length}. | Max: 2200 characters, 30 hashtags, 20 @tags. Use a shorter caption. |
Facebook Messenger Error Codes
These codes are specific to the Instagram Messaging API. Refer to this list to understand issues related to account linking, user permissions, message types, and Instagram-specific platform rules.
| Error Code | Description | Details / Possible Causes |
|---|---|---|
| 1 – 99 | Unknown error occurred | Missing permissions, app may need Advanced Access, Business Verification, or additional permissions |
| 1 – 1357046 | Invalid JSON reply | System delay or malformed message batch response |
| 2 | Unexpected error, retry later | Meta platform outage or the customer blocked your business |
| 2 – 2018344 | Service temporarily unavailable | Page admin must accept Privacy ToS for inbox label API |
| 4 | Rate limit reached | Too many requests; pause sending |
| 4 – 2018354 | Marketing message frequency too high | Minimum delay between two notifications not respected |
| 9 – 2018352 | User performing too many actions | Marketing Message opt-in limit exceeded |
| 10 | No permission for this action | User Profile API not available for Instant Games |
| 10 – 1404170 | App lacks permissions | Page temporarily restricted for marketing message opt-in |
| 10 – 1893015 | User stopped notification messages | User clicked “Stop these messages” |
| 10 – 2018336 | User thread impact | Thread impacted; check User Level Menu API |
| 10 – 2534022 | Message outside allowed window | Must message within 24-hour window |
| 10 – 2534077 | IG–FB connection issue | IG + Page not linked or missing 2FA |
| 10 – 2018278 | Message outside allowed window | Refer to updated Meta policy |
| 10 – 2018065 | Outside allowed window; needs News Messaging permission | Requires News Messaging approval |
| 10 – 2018108 | Person cannot receive messages | User not accepting messages from business |
| 100 | Invalid parameters | Invalid FBID, invalid/expired notification token |
| 100 – 33 | Unsupported GET request | Missing permissions, object does not exist |
| 100 – 2018001 | No matching user found | Invalid or missing user identifier |
| 100 – 2018008 | Failed to fetch file | Invalid URL, SSL, size, or timeout |
| 100 – 2018014 | Cannot send both message and state | Remove one of the conflicting fields |
| 100 – 2018047 | Upload attachment failure | Media type mismatch |
| 100 – 2018074 | Invalid/unauthorized attachment | Attachment not owned or invalid |
| 100 – 2018109 | Attachment size too large | Reduce file size |
| 100 – 2018164 | Incorrect App ID | App ID is invalid |
| 100 – 2018294 | Video upload timed out or corrupted | Cannot fetch within 75 seconds |
| 100 – 2018320 | Invalid product ID | Product does not exist or no permission |
| 100 – 2018328 | Product template unsupported | Must use API version 8+ |
| 100 – 2534013 | Page not linked to IG | Link FB Page to IG Professional account |
| 100 – 2534014 | No matching IG user | Invalid Instagram-scoped ID |
| 100 – 2534015 | Invalid message data | Content not allowed for this message type |
| 100 – 2534025 | Invalid comment for private reply | Data not allowed for private reply |
| 100 – 2534029 | Business blocked from IG Messaging API | Policy violations must be resolved |
| 100 – 2534037 | Not thread owner | Missing permissions for conversation |
| 190 | Invalid OAuth access token | Token expired or invalid |
| 200 | Permission error | Requires pages_messaging permission |
| 200 – 1545041 | Person isn’t available | User unavailable at the moment |
| 200 – 2018021 | Phone-matching fee required | Requires phone matching access fee |
| 200 – 2018027 | Messaging restricted | pages_messaging_phone_number permission missing |
| 200 – 2018028 | Messaging restricted | pages_messaging permission missing |
| 200 – 2534041 | IG direct messages disabled | Owner disabled API access |
| 551 | User blocked your business | User won’t receive messages |
| 551 – 1545041 | User unavailable | Same as above |
| 613 – 1893016 | Opt-in request duplicated | Multiple opt-in requests on the same topic |
| 613 – 2018338 | Warning: abusive behavior | Reduce message sending rate |
| 613 – 2534040 | Rate limit exceeded | Pause API calls |
| 2022 | Commerce messaging disabled | Due to policy violation |
| 10303 | Invalid account linking token | Token incorrect or expired |
| 24001 | User canceled payment flow | Payment canceled |
| 24002 | Missing privacy URL | Provide privacy URL for payment |
| 24005 | Failed to get user ID | User identification issue |
| 36103 | IG account not eligible for API | Part of phased rollout |
| 2018144 | Instant Game limit | Only 5 notifications in 10 days |
| 2018154 | Messenger Extensions error | Unexpected SDK error |
| 2018163 | Share param validation error | Invalid share parameters |
| 2018166 | Invalid SDK permission | Permission missing |
| 2018171 | Only for primary/secondary receivers | Access restricted |
| 2018218 | No profile available | User created via phone number |
| 2018234 | Visibility denied | Secondary receiver isolation |
| 2018247 | Insufficient profile permissions | Missing User Profile permissions |
| 2018300 | Another app controls thread | Hand-off event active |
| 2018321 | Automated Q&A flow active | Wait until flow finishes |
| 2071010 | Unsupported SDK method | Update Messenger client |
| 2071011 | Messenger Extensions disabled | Domain not allow-listed or outdated client |
| 2071014–1025 | Invalid message content fields | Invalid titles, URLs, attachments, templates |
| 9000001 | Message deleted | Cannot retrieve deleted content |
| OAuthException | Authentication issue | Generic OAuth error |
| 2018389 | Page not allowlisted | Page must be allowlisted |
| 2018390 | Invalid call ID | Call ID mismatch |
| 2018391 | Invalid connection parameter | Cannot be empty |
| 2018392 | Invalid SDP parameter | Must follow JSON dict spec |
| 2018393 | Invalid call participant | Page not part of call |
| 2018394 | Insufficient permissions to join call | Page lacks permission |
| 2018395 | Cannot join failed call | Wait for callback |
| 2018396 | Cannot join ended call | Call already ended |
| TBD | Call rate limit exceeded | Reduce call frequency |