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FAQs & Troubleshooting

PreviousGetting Started with Mercuri CXNextHow Businesses Use Mercuri

Last updated 11 days ago

Why are my WhatsApp messages failing to send from Mercuri?

There are two common reasons your WhatsApp messages may be failing:

1. Payment Failure on Meta (WhatsApp) Side Even if you’ve added a payment method to your Meta (Facebook) Business Manager, messages can fail if recent transactions have been declined or failed.

Meta bills you separately for WhatsApp conversation charges.

If a payment attempt fails (due to card issues, insufficient credit limit, etc.), WhatsApp will stop processing business-initiated messages until the issue is resolved.

How to check:

  • Go to Meta Billing Center

  • Switch to the “WhatsApp Business Accounts” tab

  • Review recent transactions under your WhatsApp Business Account

  • Look for any failed status next to the payments

đź’ˇ Fix: Add a valid card or resolve the failed transaction directly in Meta Billing to resume sending messages.

2. Insufficient Balance in Mercuri Wallet Mercuri charges a nominal fee per message for using its tools like Inbox, Campaign Builder, and Automations. If your Mercuri wallet has insufficient balance, messages may fail.

How to check:

  • Access Your Billing Page:

    1. Navigate to the Mercuri Dashboard.

    2. Click on your account in the bottom left corner.

    3. Select Billing option

đź’ˇ Fix: Top up your Mercuri wallet to continue sending messages smoothly.