The message doesn’t send, an error appears on the screen, and the quick conclusion is: we’ve been banned. In many cases, that’s not true — it’s configuration, a closed window, a paused template, or an overdue invoice. Minutes-long problems that turn into crises due to lack of diagnosis.
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Not every stopped send is a ban
The message doesn’t send, an error appears on the screen, and the quick conclusion is: we’ve been banned. In many cases, that’s not true. It’s configuration, a closed window, an unapproved template, or an overdue payment method — minutes-long problems that turn into crises due to lack of diagnosis.
The cost of confusing the two is high in both directions: those who treat configuration errors as bans create new numbers unnecessarily, and those who treat bans as technical errors waste days persisting.
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Closed service window
The most common error of all. After the hours pass since the client’s last message, you can only resume with an approved template. The message written at the moment simply doesn’t send — and this has nothing to do with the number’s health.
Template not approved or paused
Template under review, rejected, or paused does not send. The error usually points to the template, not the number, but the team reads “send failure” and assumes the worst.
Outstanding payment or spending limit
Pending invoice or reached spending cap stop sending even with a perfectly healthy number. This case is the most deceptive because the send starts well and stalls halfway through.
Misconfigured webhook
Here the symptom is the opposite: sending works but responses don’t arrive. The team concludes that clients stopped responding, when in fact the platform is delivering events to an address that no longer exists.
Permission and token
Expired token, revoked permission, number unlinked from the app. All produce send failure with an unauthorized message — which is very different from a restricted account.
And there’s the simple one: the client’s number
Wrong phone number entered, no WhatsApp, or the client blocked your company. Individual failure is not an account problem, and seeing ten failures in a bad list doesn’t mean any restriction.
How to differentiate in one minute
Open the dashboard and check the status of the number and the account. If everything is normal, the problem is configuration or content, not a ban. Then read the error code: it separates window, template, permission, payment, and restriction — and each has a different treatment.
Where to start
Before concluding anything, check in this order: account status, number status, billing situation, template status, and error code. Five one-minute checks that prevent creating a new number for a problem that could be solved in ten.
Frequently asked questions
How to know if sending stopped due to ban or configuration error?
Check in this order: account status, number status, billing situation, template status, and error code. If account and number are normal, it’s not a ban. The five most common reasons are closed service window (only template resumes), rejected or paused template, outstanding invoice or reached spending limit, webhook pointing to a non-existent address (sending works, response doesn’t arrive), and expired token or revoked permission. Each has its own treatment, and none are solved by creating a new number.
Configuration error and account restriction look alike on screen but are completely different in practice.
VeyloCRM shows the status of the account, number, and template on the same screen, and translates the error code into Portuguese — diagnosis comes before panic.