> For the complete documentation index, see [llms.txt](https://docs.channel360.co.za/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.channel360.co.za/api-usage/troubleshooting.md). # Troubleshooting and error messages Every error message the Channel360 API returns, why it happens and what to do. {% hint style="info" %} **Got `201` but nothing arrived?** Jump to [Sending notifications](#sending-notifications), last row. {% endhint %} ## Access | What you see | Why | What to do | | -------------------------------- | ---------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------- | | **401 / 403** unauthorised | The API key is missing, incorrect, or belongs to another organisation. | Check the `Authorization: Bearer …` header and the organisation ID. See [Authentication](/api-usage/get-started/authentication.md). | | **400** `Organization Not Found` | The organisation ID in the URL does not exist. | Copy the Organisation API URL again. | ## Sending notifications | What you see | Why | What to do | | -------------------------------------------------------------------------- | -------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **400** `Destination is required` | `destination` is missing or empty. | Add the recipient's number. | | **400** `Message must be provided` or `Message must be a non-empty object` | `message` is missing, empty, or not an object. | Send the `message` object shown in [Send a template notification](/api-usage/send-a-template-notification.md). | | **400** `Message type must be "template" (or provide a valid override)` | `message.type` is not `"template"`. | Set `"type": "template"`. | | **400** `Template name is required` | `message.template.name` is missing. | Add the exact template name. | | **400** `Template language code must be provided` | `message.template.language.code` is missing. | Add `"language": { "code": "en" }`. | | **400** `Template components must be an array` | `components` is missing or is not a list. | Send a list. Use `[]` when there are no placeholders. | | **400** `Could not find a valid template` | Channel360 cannot find that template in your organisation. | Check the name, underscores and case. Check the organisation ID. Templates created only in Meta's tools may not be available yet — see [Re-sync templates](/api-usage/manage-templates-through-the-api.md#re-sync-templates-from-whatsapp). | | **201**, but no message arrives | The request was accepted. WhatsApp later rejected the message. | Check parameter counts, language, public media links and template approval. Check your webhook for `notification:delivery:failure`. | ## Replies | What you see | Why | What to do | | ---------------------------------------------------------- | ------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------ | | **400** `A customer must reply to the conversation first.` | This customer has never messaged you. | Send a template notification instead. | | **400** `The 24-hour chat window has expired` | Their last message is more than 24 hours old. | Send a template notification, and reply when they answer. | | **400** about an unsupported type | `type` is not a supported value. | See the `type` table in [Reply to a customer](/api-usage/reply-to-a-customer.md). | | **400** with a WhatsApp error message and code | WhatsApp rejected the message, for example a bad media link or a malformed `interactive` object. | Read the message. Check the link is public and the object matches WhatsApp's format. | | **400** saying an integration is "not set up" | WhatsApp is not connected for your organisation. | Contact Channel360 support. | | **429** `Rate limit hit (meta code …)` | WhatsApp is limiting how fast your number can send. Nothing was sent. | Wait, then send again. There is no `Retry-After` header. | ## Webhooks | What you see | Why | What to do | | ----------------------------- | ------------------------------------------------------------------------ | --------------------------------------------------------------------------------------- | | Nothing arrives | Wrong URL, the URL is not public, or the event is not ticked. | Check **Settings → Developer Settings → Delivery Logs**, and the events on the webhook. | | The same event arrives twice | A retry after a slow or failed response. | Ignore repeats using the `X-Channel360-Delivery-Id` header. | | Events stop after one attempt | Your server returned a `4xx`. | Return `2xx` for everything you receive, even events you ignore. | | **400** when registering | `target` is missing, `triggers` is empty, or the `name` is already used. | Fix the body. Use a different `name`, or send the matching `id`. | ## Templates | What you see | Why | What to do | | --------------------------------------------------- | -------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **400** on create, naming a `field` | A required field is missing, or `name` has invalid characters. | Fix the named field. | | **400** `Organization is not connected to Whatsapp` | WhatsApp is not connected for this organisation. | Contact Channel360 support. Create the template in the web app meanwhile. | | The template stays `PENDING` | WhatsApp has not reviewed it yet. | Wait for the `template:status` event. | | The template is `REJECTED` | It breaks Meta's rules. | Read [Meta's template guidelines](https://developers.facebook.com/docs/whatsapp/message-templates/guidelines/), then create a corrected copy with a new name. |