Channel troubleshooting

When messages aren’t delivering, start here. Most issues fall into one of six categories.

1. Credentials expired or revoked

Symptoms: sudden 100% failure rate on a channel that was working. Error codes like 401, 403, or “authentication failed” in delivery logs.

Fix:

• Go to Settings → Channels → [channel] → Credentials
• Re-enter or rotate the API key / token / certificate
• For WhatsApp: check that your Meta Business Account is still verified
• For Push: APNs certificates expire annually — check the expiry date

2. Template not approved

Symptoms: WhatsApp or RCS messages fail with “template not found” or “template rejected.”

Fix:

• Go to Templates and check the approval status of the template you’re using
• WhatsApp templates require Meta approval (usually under 1 hour; rejected templates show a reason)
• RCS templates require carrier approval (can take 24-48 hours)
• Edit and resubmit if rejected — common rejection reasons: missing opt-out language, promotional content in utility template category

3. Contact missing channel identifier

Symptoms: campaign shows “skipped” for some contacts. Delivery attempted but no channel available.

Fix:

• Check the contact profile — do they have a phone number (for WhatsApp/SMS/RCS) or email (for Email)?
• If using multi-channel campaigns, ensure contacts have at least one valid identifier for the selected channels
• For Push: the contact must have a registered device token — check Settings → Channels → Push → Registered Devices

4. Rate limits or throttling

Symptoms: messages delivering slowly, or provider returns 429 Too Many Requests.

Fix:

• Check Settings → Developer → Throughput for current send rates
• WhatsApp has a per-number sending limit that increases with quality score — check your WhatsApp Business Account quality rating in Meta Business Manager
• Email domain warmup affects sending speed for new domains — check Settings → Channels → Email → Warmup Progress
• SMS providers have per-second rate caps — if you’re sending to a large segment, the platform queues and throttles automatically

5. Wrong outlet sender on a multi-outlet brand

Symptoms: SMS or WhatsApp messages send under the workspace-default sender even though the contact has a location_id mapped to a different outlet sender.

Fix:

• Check the per-outlet sender mapping on Settings → Channels → [channel] → Routing. Routing UI appears whenever the workspace has more than one sender on the channel.
• The egress adapter resolves senders by calling Control Plane’s /v1/sender/resolve with the contact’s location_id. Confirm the contact actually has location_id populated — anonymous or unscoped contacts always fall back to the workspace-default sender.
• For Managed multi-outlet brands, every outlet is provisioned with one Aegis-provided number on first activation. Additional numbers per outlet are billed at the MSG91 rental rate.

6. Webhook not receiving delivery receipts

Symptoms: messages show as “sent” but never update to “delivered” or “opened.”

Fix:

• Verify the webhook URL is reachable — go to Settings → Developer → Webhooks and hit Test
• For WhatsApp: ensure the webhook URL is configured in your Meta App Dashboard (managed mode does this automatically)
• For Email: check that the provider’s event webhook (SendGrid Event Webhook, SES SNS Notification) is pointed at Active Reach’s ingestion endpoint
• Check Measure → Live Events — if delivery receipts aren’t appearing, the issue is between the provider and Active Reach’s webhook handler

Diagnostic tools

Still stuck?

If none of the above resolves your issue:

1. Check the status page  for platform-wide incidents
2. Open a support ticket from Settings → Help with the campaign ID and error code